DE'AIRHYUS FLOWERS
FRISCO,TX
Summary
Desktop/IT Support Specialist with over 13 years of extensive expertise in technical support and help desk operations. Proficient in managing systems like Microsoft Office 365, Exchange, and Cisco, ensuring seamless IT infrastructure and user satisfaction. Demonstrates strong troubleshooting skills and a commitment to enhancing IT processes and user experiences.
Overview
13
13
years of professional experience
Work History
IT/Desktop Support Specialist
Lurin Advisors
Dallas, Tx
07.2024 - 07.2025
- Configure desktops/laptops for users, enhancing setup efficiency.
- Streamline onboarding/offboarding, improving process flow.
- Support properties' networks and devices, boosting reliability.
- Manage Microsoft Intune/Entra ID for security and updates.
- Resolve technical issues swiftly, optimizing system performance.
- Developed a troubleshooting guide for common IT issues, streamlining support processes and empowering users.
- Fostered a positive user experience by actively listening and addressing concerns, enhancing team rapport and satisfaction.
- Utilized Microsoft Autopilot for zero-touch deployment of laptops and desktops, improving onboarding efficiency.
- Supported end users with Windows 10/11, hardware configuration, and Microsoft 365 services.
- Assisted in device enrollment, compliance setup via Intune, and troubleshooting Autopilot-related issues.
- Worked closely with HR and management to ensure timely provisioning and user setup.
- Configured Microsoft Authenticator accounts and enforced MFA policies using Azure AD.
- Enrolled and managed devices in Microsoft Intune, ensuring compliance and security baselines across endpoints.
- Granted new hires access to RingCentral and Microsoft Teams calling features as needed.
- Utilized Cisco Meraki to diagnose and resolve network issues involving firewalls and switches across 50+ properties, ensuring each site remained connected and operational.
- Performed Onboarding and Offboarding of users using Microsoft Azure, Entra, and Intune, including account creation, licensing, compliance policies, and device removal.
- Provided white-glove support to executive leadership, including CEO and CTO, by preparing and troubleshooting Microsoft Teams conference meetings before and after sessions.
- Maintained and tracked IT inventory, including SIM cards and surplus assets, using asset tracking tools. Analyzed market data to guide investment strategies, leading to informed decision-making and enhanced portfolio performance.
- Coordinated with cross-functional teams to align project goals, fostering a culture of teamwork and achieving timely project milestones.
- Provided mentorship to junior analysts, enhancing team skills and promoting a collaborative working environment.
- Streamlined onboarding/offboarding processes, leading to enhanced efficiency and improved user satisfaction across the organization. Utilized Cisco Meraki to identify and resolve network issues, ensuring connectivity and operational integrity across 50+ properties.
- Developed a comprehensive troubleshooting guide for common IT issues, empowering users and expediting support responses.
- Utilized Jamf Pro to configure and deploy Mac and iOS devices, and supported Android setup to ensure consistent device management and compliance with company standards.
Information Technology Support Specialist
Infinite Electronics, Inc.
United States
08.2022 - 07.2024
- Configure devices for users, enhancing setup efficiency and reliability.
- Manage Intune for security, ensuring compliance across endpoints.
- Support networks using Cisco Meraki, maintaining connectivity for 50+ sites.
- Provide executive support for Teams meetings, ensuring seamless operations.
- Streamline onboarding/offboarding with Intune, improving process flow.
- Worked closely with HR to ensure timely provisioning of user accounts, strengthening the onboarding experience and facilitating smooth transitions.
- Provided white-glove support to executive leadership, enhancing their conference experience by ensuring seamless Microsoft Teams functionality.
- Configured devices for users, achieving substantial improvements in setup efficiency and enhancing overall reliability.
- Managed Intune security protocols, ensuring compliance across endpoints and reducing potential vulnerabilities.
- Streamlined onboarding/offboarding processes with Intune, fostering smoother transitions and improving team integration.
- Supported networks with Cisco Meraki, maintaining connectivity for over 50 sites and enhancing operational efficiency.
- Implemented and managed Microsoft Autopilot to streamline provisioning and deployment of Windows devices for new hires, ensuring consistent configuration and reduced setup time.
- Configured Microsoft Authenticator accounts and enforced MFA policies using Azure AD and Microsoft Intune.
- Utilized Jamf Pro to configure and deploy Mac and iOS devices, and supported Android setup to ensure consistent device management and compliance with company standards.
Level 2 Help Desk Support Representative
Associa INC.
Richardson, TX
07.2016 - 07.2022
- Working with Associa Inc., has given me building blocks of I.T. skills. I have had several promotions from level 1 support tech to level 3 I.T. Analyst.
- Creating and resolving tickets within ServiceNow.
- C3 - Inhouse application, administered by help desk team. I create users' accounts, give users access, reset passwords, and troubleshoot application issues within C3 portal.
- Exchange Server: Create and modify or Delete email accounts.
- Active Directory: Modify user's account, assist with password reset, assign users to OU's, remove old accounts as part of the termination process, add computers, update BitLocker, and more.
- Office365 Admin: Assign user Microsoft License, add a user to a shared mailbox, create and activate shared mailbox, create calendar requests and invites for the user, Troubleshoot user Microsoft accounts and access. Assist with SharePoint, set up files and folders, and assign the SharePoint admin role to users who need to access and manage the SharePoint Online admin center. as well as move folders to One Drive. Run reports within Office 365 Admin to see active users, last login user, etc.
- Citrix: Administered and support remote users, create and modify new users' Virtual PC. Troubleshoot any issues with Citrix performance by utilizing the Citrix interface portal. Remote into user VR machine to resolve issues, answer questions, and how-to. Set up all the applications within a user's Citrix environment as well as install certain applications. Resolve lost folders within Citrix.
- SQL- I frequently run quires for the Software development team which allows them to modify financial documents that were closed and resolved. My quires reopen the reports.
- Hardware Support: Setup desk stations with monitors, and Dell's terminals called Optiplex. Often go deskside to resolve laptop issues, phone issues, and network issues with ethernet ports and cat5e cables. Maintain enterprise TV monitors throughout the site, replace the broken desktop, phones monitor, and other hardware items.
- ServiceNow: Create incident, resolved incident, create Knowledge base articles, update tickets. Input issues within tickets for every call.
- Cisco Anyconnect installed and configured new users' devices with Cisco AnyConnect. Assist with access, and any issue remote users experience.
- Cisco Unified Communications Manager: Utilize the system to create and reset users' voicemail passwords. Add users to available phone numbers. Deleted user's access to the phone system as part of the termination process. Troubleshoot users' phones issues before routing tickets to the Network Admin team.
POS - IT Help Desk / Tech Support Specialist
Brinks International (Chili's / On The Border / Maggiano's / Macaroni Grille)
Dallas, TX
11.2015 - 04.2016
- Experience creating user accounts, along with assigning group rights using Microsoft server tools (AD) Active Directory.
- Assisted customers with their VPN remote access by assigning and resetting their passwords.
- Responsible for remoting into customer's restaurant computers in order to fix their registers, epics, WIFI, and Ziosk.
- Experience troubleshooting customer's problems on a day-to-day basis to help resolve technical issues.
- Responsible for routing escalated trouble tickets to Contingent.
- Experience performing command prompt.
- Assist Restaurant's Corporate staff and customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services.
- Monitor various restaurants connection status and escalate issues to the appropriate team.
- Updated tickets with the appropriate journal entries of activities.
- Closes tickets with resolution entered upon completion.
- Documented issues in the company's call ticket logging and tracking system.
- Escalated all POS menu issues after research and discovery has been completed.
- Provided support for all technology products and services.
- Responsible for answering questions and educating all non-technical customers by keep the language simple.
IT Help Desk / Tech Support Specialist
DISYS
Dallas, TX
06.2015 - 10.2015
- Assisted customers with WIFI connectivity, configuration, VPN-remote access, and MS Outlook issues.
- Created user accounts and assigned group rights using Microsoft server tools (AD) Active Directory.
- Resolved VPN issues as needed and maintained communication with customers.
- Reset passwords for new and existing customer's login accounts.
IT Help Desk / Tech Support Specialist
Cox Communications
Andalusia, Alabama
12.2013 - 05.2015
- Created user accounts and assigned group rights using Microsoft server tools (AD) Active Directory.
- Supported and resolved MS Office Suite related issues.
- Assisted customers with WIFI connectivity, configuration, VPN-remote access, and MS Outlook issues.
- Utilized Cox's internal application for tracking and recording all issues and trouble tickets in (ICOMS).
- Received calls from Cox customers to resolve problems and issues with their Cable, TV's, McAfee (Security), Xbox, Play Station, printers, monitors, desktop computers, email accounts, laptops, cell phones, and multiple internal company applications.
- Gathered all required confidential information from Cox customers to authenticate primary account holder.
- Reset passwords for new and existing customer's login accounts.
- Resolved issues as needed and maintained communication with customers.
- Earned a positive reputation for resolving irate and complex problems with all customers.
- Recognized for achieving the highest levels of productivity.
Ecommerce Help Desk / Tech Support Specialist
Walmart Technical Support Center
Andalusia, Alabama
10.2012 - 11.2013
- Assisted new and existing customers with creating online Walmart Shopping Accounts.
- Responsible for managing the service desk open ticket reports in Remedy.
- Educated customers on how to track their orders online through Walmart's Ecommerce tracking system.
- Handled over 500+ calls per week averaging 100+ calls per day.
- Provided first level technical support and reset passwords for all Walmart's online customers worldwide.
Education
Computer Science
L.B.W. College
Andalusia, ALComputer Science
Andalusia High School
Andalusia, AL05.2010
Skills
- Microsoft Azure (Experienced), Remote Access, Active Directory, Office 365, ServiceNow, Windows Server, Cisco, Microsoft Autopilot, Exchange, SQL, VPN, Citrix, Network Administration, Technical Support, Help Desk, Troubleshooting, Microsoft Intune (Experienced), C3 (Experienced), PowerShell (Experienced)JAMF Pro, JAMF, iOS, Android
Hobbies and Interests
Basketball and Ping Pong
Timeline
IT/Desktop Support Specialist
Lurin Advisors
07.2024 - 07.2025
Information Technology Support Specialist
Infinite Electronics, Inc.
08.2022 - 07.2024
Level 2 Help Desk Support Representative
Associa INC.
07.2016 - 07.2022
POS - IT Help Desk / Tech Support Specialist
Brinks International (Chili's / On The Border / Maggiano's / Macaroni Grille)
11.2015 - 04.2016
IT Help Desk / Tech Support Specialist
DISYS
06.2015 - 10.2015
IT Help Desk / Tech Support Specialist
Cox Communications
12.2013 - 05.2015
Ecommerce Help Desk / Tech Support Specialist
Walmart Technical Support Center
10.2012 - 11.2013
Computer Science
L.B.W. College
Computer Science
Andalusia High School