Summary
A talented and reliable IT professional with years of experience in end-user computing using wide variety of mobile devices, PCs and laptops, networking, operating systems, and software. Serves as senior management’s main point of contact regarding needs definition, project status, and issue resolution. Integrates technical acumen with problem solving expertise to support and expand operations, providing first-rate customer service and training on multiple projects and services. Excellent analytical, presentation, interpersonal, and communication skills capable of working independently or as part of a team.
· Exceedingly organized achiever with the ability to manage multiple projects and streamline processes.
· Skilled in gathering and documenting requirements, developing project plans, managing and tracking project execution, designing based on specifications, assisting with usability testing, developing and executing test scenarios, releasing products into production, and maintaining product releases.
Technical Skills
Business Tools: MS Office, MS Project, MS SharePoint, PeopleSoft
Platforms: Windows, Mac, VMWare, Linux, Citrix
Client Systems: Windows 10 / 8 / 7 / 2003 / 2000 / XP, Mac OS X, iOS, Android OS, MS-DOS
Scripting Language: PowerShell, Python
Remote Tools: SCCM, TeamViewer, LogMeIn
Security Tools: RSA, PhoneFactor
Certifications
MCITP: Enterprise Desktop Admin 7
MCTS: Windows 7 Configuring
MCTS: Windows 7 Enterprise Desktop Administrator
MCP: Windows XP
CompTIA A+
Experience
Walmart Inc., St. Petersburg, Florida
Systems Engineer I, 2019-2023
· Streamlined operations by offering proficient remote access support and serving as a reliable backup for Helpdesk Analysts.
· Expertly executed software initialization, meticulous hardware installation, and proficiently managed PC pickup, sanitization, and imaging processes.
· Efficiently managed end-to-end inventory operations, including receiving, stocking, and meticulous inventory tracking.
· Demonstrated adept troubleshooting skills in resolving complex technical issues pertaining to desktops, laptops, and high-level mobile devices, ensuring uninterrupted operational functionality.
· Consistently achieved and surpassed commitments within specified timelines, displaying unwavering attention to detail while effectively juggling multiple concurrent projects.
· Provided comprehensive mentorship and training to empower end users, optimizing their proficiency with tools and materials and adherence to guidelines to deliver exceptional quality.
· Safeguarded the integrity and confidentiality of personnel records and highly sensitive information, implementing rigorous processing protocols to ensure utmost confidentiality.
· Engaged in dynamic collaboration with diverse management levels, effectively gathering and synthesizing key information to address critical issues.
· Positioned as a distinguished technical subject matter expert, driving key initiatives forward with comprehensive expertise, insight, and guidance.
· Exemplified meticulous maintenance and proficient management of conference rooms and cutting-edge hardware infrastructure.
· Established as the primary point of contact for building management, spearheading and orchestrating seamless execution of location-based projects.
Home Shopping Network, St. Petersburg, Florida
Senior Desktop Administrator, 2005-2019
· Played a pivotal role as the technical subject matter expert, spearheading critical initiatives for AirWatch MDM.
· Devised and flawlessly executed dynamic project work plans, adeptly adapting to evolving needs and requirements for seamless project delivery.
· Successfully spearheaded end-to-end system development and implementation encompassing administration, permissions, robust security measures, innovative functionalities, comprehensive training programs, meticulous documentation, and dedicated support services.
· Ensured quality while working in conjunction with essential services in creating, implementing, troubleshooting, and maintaining systems and procedures to achieve maximum results.
· Collaborated seamlessly with diverse management tiers to proactively gather critical information on key issues.
· Proactively spearheaded the preparation, meticulous maintenance, and timely distribution of both standard and ad hoc reports to ensure diligent tracking of progress and unwavering compliance.
· Meticulously managed and safeguarded the confidentiality of personnel records and highly sensitive information with utmost diligence.
· Served as a trusted mentor, delivering tailored training programs to equip end users with the necessary skills to effectively leverage tools and materials and follow guidelines, resulting in consistently high-quality outcomes.
· Led the strategic implementation, dynamic development, and ongoing refinement of policies, procedures, disaster backup recovery information, and meticulously crafted forms and attachments.
· Dynamically executed, meticulously prepared, and captivatingly conducted presentations pivotal to driving growth and fostering positive public relations.
· Achieved outstanding results by consistently fulfilling commitments with meticulous attention to detail, maintaining strict adherence to timelines, and skillfully prioritizing multiple projects and release schedules.
· Vigilantly oversaw and guided the team throughout the entire lifecycle of projects, from development to successful implementation.
· Strategically formulated and meticulously outlined the technical scope and objectives of projects, setting the stage for successful implementation and achievement of project goals.
· Delivered proficient troubleshooting and rapid resolution of complex technical issues pertaining to desktops, laptops, and second-level mobile devices, guaranteeing seamless performance and user satisfaction.
· Efficiently executed comprehensive PC pickup, meticulous sanitization, reimaging, precise hardware installation, seamless software initialization via SMS / SCCM, and proficient setup of loaner projectors and laptops.
· Proactively oversaw seamless inventory management encompassing precise receiving, strategic stocking, and meticulous inventory control.
· Provided reliable and proficient backup support to Helpdesk Analysts, ensuring seamless continuity of IT assistance and exceptional end-user experiences.
· Achieved a flawless 100% success rate in meticulously testing and implementing security patches, ensuring optimal system integrity and protection. Proficiently conducted thorough testing of new software to guarantee seamless integration and functionality.
· Delivered exceptional remote access support, ensuring uninterrupted connectivity and seamless troubleshooting for a diverse range of users.
Additional Experience
Home Shopping Network, Clearwater, Florida, Service Resolution Specialist, 2001-2005. Assisted Customer Service within multiple call centers with technical and non-technical situations in person and via telephone or shadowing with Citrix Management Console. Arbitrated escalated concerns for both internal and external customers and resolved customers’ issues within necessary means. Assisted Sales in multiple call centers (300+ representatives) with technical and non-technical situations both in person and via telephone.