Nov 2021 – Apr 2024 · 2 yrs 5 mos · Austin, Texas, United States · On-site

• Answer calls, tickets and other requests in a timely and appropriate fashion. Work and input tickets using ServiceNow ticketing system.
• Take ownership of all customer questions and problems, and track them through to resolution.
• Provide support to local office of 40+ people, plus other 800 users throughout the United States and Europe.
• Work with Azure Active Directory, Microsoft Intune, OKTA Verify, KACE, 0365, Sophos, Bomgar, Papercut and many other applications to support the firm.
• Create and implement documentation for all new processes, software and KB articles, delegate work tickets to appropriate members of the team.
• Responsible for administration of Active Directory users, new computer configurations, deployment and maintenance.
• Organization and documentation of all IT equipment, support video conference meetings both internal and external, lead all trainings for local users on all software and hardware.
• Occasional travel to other remote offices and provide clear and concise communications on upcoming changes, and schedule or unscheduled system outages.

Jun 2016 – Sep 2021 · 5 yrs 3 mos · Austin, TX

• Support and manage on-prem and cloud registered Cisco video endpoints, infrastructure, and Webex Calling for several Fortune 500 companies
• Support and manage infrastructure such as Cisco TMS TMSXE, CUCM, CMS, Control Hub, Video Mesh node, Cloud Connected Audio routers, WebEx, VCS-C and E, MCU, TPS, Vsphere, Esxi, UCS-C
• Experience using tools such as RTMT, Wireshark, Fiddler, MATS, ServiceNow, Notepad ++, Putty, Webex Admin, GFC
• Work on all escalations involving Cisco endpoints, infrastructure, newer technologies and working with many protocols such as SIP, Spark, H323, QoS markings, certificates renewals
• Conduct interviews for incoming T1's or T1.5 and T2 openings
• Took lead on all newest technologies to learn, implement, create documentation and train others

Nov 2014 – Jun 2016 · 1 yr 7 mos · Austin, TX

• Remotely manage hundreds of Cisco Telepresence devices (CTS, TMS, VCS, TANDBERG, etc.), switches and routers in a NOC environment.
• Access applications such as the TMS (Telepresence Management Server), Remedy ticketing system, Qlikview, and citrix applications to provide support
• Use SecureCRT to remote into routers, switches and access the CLI of video endpoints.
• Review logs and identify root cause of technical incidents while working with other engineers

Apr 2014 – Oct 2014 · 6 mos · Austin, TX

• Act as a Single Point of contact for Global Foundries IT users in the Austin, Texas location to log service desk tickets for IT related service requests and incidents using ServiceWise ticketing system. Under general supervision provide technical software, hardware and network problem resolution to all Global Foundries computer users by performing question/problem diagnosis and guiding users through users through step-by step solutions in a call center environment.
• Clearly communicate technical solutions, assist Network Technicians, desktop technicians: trouble shoot network printer problems, pass more complex end-user problems onto level 2 technicians. Conduct hardware and software inventory database maintenance and reporting: perform related work as required.
• Managed all ordering of any IT equipment thru Nfrastructure, Insight, Verizon
• Able to create packages and deploy via SCCM, also reimage laptops via task sequences on USB sticks

Sep 2012 – Nov 2013 · 1 yr 2 mos · Austin, TX

• Provided level 2 support for over 750 users in 28 locations all over the United States. This included installation, configuration, training and overseeing of any software, hardware issues.
• Created users in Active Directory and Exchange
• Corresponded and solved IT issues using TechExcel software
• Build Lenovo laptops/desktops with accordance to company policies
• Oversaw the implementation of Systems Center Configuration Manager (SCCM) 2012
• Became the lead to create, test and deploy new packages
• Created package for standard and specialized software
• Created task sequences for OS deployments, tested and deployed Windows 7, 8 and 8.1 thru SCCM
• Was able to decrease ticket queue sizes by using SCCM effectively by pushing out software that required constant updates (windows, java, adobe updates)

Jan 2012 – Sep 2012 · 8 mos

• Assist in the planning and implementation of Information Technology initiatives, including site moves, Moves/Adds/Changes (MAC process) and enterprise changes to PC images and platforms.
• Monitor vendor compliance with contractual duties and report performance scores regularly; escalates issues of non-performance through specified channels.
• Work in concert with the Customer Service Center and outsourced vendor technical staff to provide optimum customer service; either personally assist agency employees with hardware/software functionality issues or refer the issue to the appropriate vendor for resolution.
• Participate in special projects (usually testing new software and hardware technologies) and offer solutions to resolve operational standards and procedures.
• Promote and conforms to all security policies and procedures; participate in an overall program of asset management.
• Participate in mass deployments of hardware such as laptops, tablets, cell phones and air cards
• Participate with the other components of the District Administrator for IT to coordinate support provided for employees: procurement, facilities planning & maintenance, and computer assistance; and providing backup support to areas within the unit as required and directed by the District Administration Supervisor.
• Prepare correspondence, instructions, and documentation for staff.
• Perform other duties as assigned to maintain unit operations.
• Promote and demonstrate appropriate respect for cultural diversity among co-workers and all work-related contacts.
• Attend work regularly in accordance with agency leave policy. Ability to manage Multiple tasks.
• Regional Technician for Region 7 of DFPS which my areas include (Austin, Roundrock, Georgetown, Belton, Killeen, Copperas Cove, Byran, Taylor, San Marcos, Lockhart, Brenham, Bastrop, Airport Commerce)

May 2011 – Nov 2011 · 6 mos

• 6 month contract
• Project Manager for New Mexico State University
• Dealt with projects ranging from upgrading servers to 2008 to moving license servers
• Had to move data from one file and print server to another and create a new folder structure based on their organizational chart
• Dealt with configuring Active Directory and Group Policy Preferences

Feb 2007 – Dec 2010 · 3 yrs 10 mos · El Paso, Texas Area

• Provided clients desktop computing and some server support and maintenance. This includes installing, diagnosing, repairing, maintaining, and upgrading workstation and server hardware and equipment to ensure optimal performance. Also troubleshooted problem areas (remotely, in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required
• Worked with up to 45-50 different clients from all over El Paso, TX area
• Worked with laptops, printers, scanners, check scanners, hp scanners, Avaya, Cisco phones, blackberries, iPhones, Androids
• Educate staff on appropriate way to use hardware/software such as blackberry, laptop, Outlook, Adobe Pro, Snag it, VPN, webmail
• Use a ticket system (TechExcel, Connectwise) to document incidents
• Use great customer assistance to assist the user with issues
• Set up conference rooms with a loaner laptop with a projector for presentations.
• Responsible for creating new users in Active directory, also adding security groups to certain users
• Responsible for carrying out the termination procedures which include copying their exchange mailbox and my documents from C drive and burning to a CD and giving to HR.
• Work with Windows XP, Windows Vista, Windows Server 2003, Windows Server 2008 Windows 7
• In charge of creating, testing and deploying Windows XP/Vista/7 images created via Ghost. Had several projects were I used these skills to deploy more than 50+ laptops to certain organizations
• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Level 2 field technician, would drive to actual client location to resolve any issue

May 2001 – May 2005 · 4 yrs · Tacoma, WA

• The technician shall provide life support techniques at base stationed. These technicians will inspect, maintain and adjust aircrew life support equipment, conduct continuation training, conduct OJT in the use, fitting, adjustment and inspection of life support equipment and seat emergency oxygen system, oxygen system, pilots helmet, seat survival kit, survival vest, anti-garments, torso harness, and conduct demonstrations on use of life support equipment. In the event the RSAF desires these personnel to work in the parachute/fabrication function the required qualification training shall be provided
• Took care of inspecting and storing of over 1000 aircrew helmets and chemical warfare materials.
• Inspected and maintained Night Vision Goggles (NVG's)
• Inspected and maintained thousands of life preservers and parachutes for use by aircrew
• Took care of uploading life saving equipment on cargo planes (C-17's) for operational use.
• Inspected and maintained thousands of survival vests and body armor for use by aircrew.
• Was able to build up to 300 survival vests in one week to support Operation Enduring Freedom and Iraqi Freedom