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Work Background
EssentraService Desk Team Lead
Mar. 2024Houston, Texas, United StatesCall and ticket quality
1:1 weekly performance reviews and corrections
Escalations to L3 groups Global team US/EMEA/APAC
Randstad Digital USIncident Manager
Oct. 2023 - Mar. 20249500 I-10 East, Baytown TX 77521Monitor all global help desk/ desktop ticket groups and ensure SLA compliance. Look for patterns across sites and offer solutions. Create ticketing templates to ensure proper data capture and quality of documentation. Report to senior management and training possibilities and provide instant coaching
Randstad Technologies USDesktop Support Supervisor
Mar. 2022 - Sep. 2023Baytown, Texas, United StatesSupport desktop functions and prepare for manager role. Mentor technicians and work with level three groups.
Technical Coordinator for the OneDrive conversion
Manage windows 10-11 migration for the site
Introduced new workflows and improved efficiency Maintained multiple site’s safety protocols for technicians Coordinate inter site relations for over 25 technicians and managers
Randstad USATechnical Recruiter
Jan. 2020 - May. 2022Houston, Texas, United StatesRecruited and onboarded new talent for contract positions
Screen applicants for technical knowledge Assist with a work from home/bring your own device environment interfacing with contract company’s senior level management
Eaton Corporation(Multi-site) Local IT Admin
Oct. 2013 - Mar. 2017Houston, Texas AreaLocal IT Admin for over 300 users in 6 separate sites and the back up IT Admin for 200 more users in Nachadoches TX. I also support a Beaumont Field service office and the San Antonio and Austin Sales offices.
I am responsible for all Level 2-3 support for the locations which are a mixture of Administrative, Plant manufacturing, Sales office, Repair center and Education center. I maintain the phone systems and the server systems for these locations. My daily duties include working off a ticketing system as well as providing innovative IT solutions to the business managers. I am currently a Mentor for new IT employees as a part of the in boarding process. I am a Subject Matter Expert for the Desktop SCCM group and the Active Directory groups as well as the Content manager for our team's SharePoint sites
Eaton CorporationDesktop Support
Nov. 2012 - Oct. 2013Houston, Texas AreaThis was a 4-6 month contract that was extended to the end of the year. Eaton Corporation purchased Cooper Industries and my primary job was to provide Desktop Support function for the duration of the merger. My general duties were general desktop support (levels 2-3) and executive support. I would help maintain the End of Life Cycle deployment with OSD. At the end of my assignment I was tasked with cataloging the exiting employees hardware for Dell End of Life recycling program. During this assignment I was learning SCCM administration from the Desktop Admin
Chevron Phillips Chemical CompanyDesktop Support Analyst
Sep. 2012 - Nov. 2012The Woodlands, TXThis was a 3-Month contract: While at Chevron-Phillips I was contracted to assist with upgrading the HQ's office suite from Microsoft Office 2007 to Office 2010. I was also tasked with assisting with a high volume of replacement computers and upgrading computers from Windows XP to Windows 7. As a secondary duty I provided Desktop Support for the HQ building and Remote Users by diagnose and resolve issues ranging from software conflicts to hardware failures. I maintained incident database and tracked issues until resolve.
Total Petrochemicals USACustomer Support
Sep. 2006 - Aug. 2012Houston, Texas AreaAt Total Petrochemiclas I did general troubleshooting for the Windows 2000 image and SAP support as well as repair and maintenance on the HP / Ricoh Printers.
I tested and worked with the Windows Vista Image and assisted with the Deployment of the OS thoughout the corporate and remote (Plant) loctions as part of the Global deployment team
Chevron Phillips Chemical CompanyDesktop Support / Contractor
Dec. 2005 - Jul. 2006The Woodlands, TXThis was a 6 month contract I was contracted to assist the HQ building in upgrading their users from Windows 2000 with Office 2000 to Windows XP with Office 2003. My secondary task was to provided end user training on the new systems and provide general Deskside support
Duke EnergyHelp Desk Analyst 2
Dec. 2004 - Dec. 2005Houston txGeneral Help Desk Assisted with conversion from Windows 2000 to XP and Lotus to Outlook
PAIHelp Desk Supervisor
Apr. 2004 - Oct. 2004San Diego, CAPAI is a help desk company that provides support for multiple companies at the same time. At any one time a user from one of twelve companies could call into a technician depending on the phone number they called. At PAI I was the Help desk supervisor that was responsible for the interface between the client and PAI. I would assist the trainer in preparing new technicians for work and was responsible for monitoring and evaluating the calls quality. Moved from California to Texas
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