Desktop Support Technician II

1. Sean McKenzie
Deskside Support Lead
15828 Langsdale Street
Frisco, TX 75036
469.279.3236
sam7782000@yahoo.com
Skills
Team management and training. Customer service and soft skills.
Active Directory. MicrosoftExchange.
Mobile Device Management. Avaya Phone.
Remote Desktop Support. Cisco AnyConnect.
Cisco CM. Safenet MobilePass.
RSA SecurID. Remedy On Demand.
AssetManagement. PC Builds and Maintenance.
PC Image/Re-image. Firmwareupdate and support.
Softwareupdate and support. Hardwaresupport.
Ghost. Network Closet/Port management.
ISE. MS Office2003, 2007, 2013,2016.
Adobe support. Java supportand configuration.
MS Windows XP, Vista, 7, 8.1, 10. Tablet support.
Office365 Admin and support
Intune/MDM/MFA Admin and support
Experience (7 years in IT Support)
1st Global Research and Consulting/ IT Support
Technician II March 2016 - PRESENT, Dallas, TX $63K/yr. –full benefits
Responsiblefor Mobile Device Management system, policy creation, and
implementation.

2. Mobile Device Policy update Project.
Responsiblefor CA ticketing systemSLA management, disposition, and cold ticket
clean up.
On-call supportevery 3 weeks.
Daily desksidesupport.
Terminations, Assetretrieval, and management.
Windows 10 upgradeproject.
Safenet MobilePass projectand subsequentimplementation.
Call handling. Urgent ticket response.
Printer Vendor management.
Server file permissions.
AD accountmanagement and build.
Exchange mailbox management and build.
Knowledgecreation and management.
Asbury Automotive / Tier I Analyst June 2014 - March 2016, Texas
$25/hr. – full benefits
On-Site HardwareSupportfor David McDavid of Texas - 7 dealerships, 5 body
shops.
Imageand Re-Imageof PCs, Tablets, Laptops, Toughbooks.
Call management and national Remote Support.
Network Closet and port management.
3rd party hardwarecompatibility assessmentand installation.
On-call supportevery 7 weeks.
Saturday supportevery 7 weeks.
Peer support.
AD profilemanagement.
File permissions.
Knowledgecreation and management.
Compucom (AstraZeneca account) / L2 Technical Analyst
February 2012 - June2014, Dallas, TX $20/hr. – full benefits
Training of L1 analysts (the Americas supportdesk).

3. Daily technical supportfor L1 analysts (the Americas and Global supportdesks).
Responsiblefor the request systems managementfor the Americas supportdesk,
global coordination.
Request systems team lead.
Responsiblefor RSA SecurID assignmentand management for the Americas
supportdesk.
RSA SecurID training for the Americas supportdesk.
Global remote support.
Call handling.
Tablet support.
Softwareinstallation and support.
Remedy on Demand Training and support.
Knowledgecreation and management.
CSC / Level 1 Technical Analyst (temp) June 2011 - January
2012, Coppell, TX $14/hr.
Call handling.
Customer Service, soft skills. Customer RSA SecurID.
AD profilemanagement.
Remote and virtual support.
Secure log on procedures.
AT&T/ U-verse Level 2/Business Support Analyst (temp)
November 2010 - April 2011, Richardson, TX $12/hr.
Training and supportof Level 1 U-verseanalysts.
Remote supportof Uverseinstallation technicians.
U-versebusiness call handling with soft skills.
Dispatch.
Verizon/ FIOS Level 1 Support Technician (temp) April 2009
- October 2009, Dallas, TX - $11/hr.
Call handling.
Soft skills and customer service.

4. Remote Fios support.
Dispatch.
Education
Comptia A+ certification 2009 – current
Trinity Bible College 1988 – 1 year certificate
References
(available upon request)