DE'AIRHYUS FLOWERS
Frisco
Summary
Desktop/IT Support Specialist with over 13 years of extensive expertise in technical support and help desk operations. Proficient in managing systems such as Microsoft Office 365, Exchange, Active Directory, Citrix, and Cisco, ensuring seamless IT infrastructure and exceptional user satisfaction. Demonstrates strong troubleshooting skills and a commitment to enhancing IT processes and user experiences. Experienced in imaging laptops and desktops for new hire onboarding and guiding employees through initial login and system setup to ensure smooth integration.
Overview
13
13
years of professional experience
Work History
IT Support Technician/ Network Engineer
Lurin
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/Intra 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. - Used Jamf Pro and Apple Business Manager to enroll and manage macOS and iOS devices, ensuring
secure and consistent deployment across the organization. Also supported Android device setup and
configuration to maintain cross-platform compatibility.
Information Technology Support Analyst
Infinite Electronics, Inc.
08.2022 - 07.2024
- Provision of all laptops and desktop
- Ship all laptops, monitors, and other hardware to new hires
- Utilize the ticketing system (ServiceNow) for all ticket incidents, creations, and level Support
- Work in the office acting as an escalation point for Level 1 Help Desk users, I.T. Supervisor, Network team, and Management by responding to and resolving an onsite technical issues
- Support vendors and project management with all I.T. business expansion projects
- Support warehouse network: hardware diagnosis, system upgrades as needed, hardware repair and replacement, order new parts, and assist vendors with hardware issues
- Manage and maintain all computer hardware, ordered equipment as needed, maintain storage supply records
- Support port and router issues, network failures, server rack build
- Work on other projects dealing with any new technology rollouts, and upgrades Streamlined hardware provisioning processes, ensuring timely delivery of laptops and desktops to new hires, enhancing onboarding efficiency.
Level 2 IT Support Representative
Associa INC.
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. - 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.
POS - IT Help Desk / Tech Support Specialist
Brinks International
11.2015 - 04.2016
- Created and managed user accounts using Active Directory, enhancing system security.
- Assisted customers with VPN access, improving remote connectivity and productivity.
- Troubleshot and resolved technical issues, ensuring seamless restaurant operations.
- Documented and updated support tickets, maintaining accurate records of resolutions.
- Collaborated with teams to escalate and resolve complex technical challenges efficiently.
- Escalated all POS menu issues after research and discovery has been completed
- Monitored restaurant connection statuses and escalated critical issues, facilitating prompt resolutions and maintaining service continuity.
IT Help Desk / Tech Support Specialist
DISYS
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
12.2013 - 05.2015
- Configured user accounts and resolved connectivity issues, enhancing customer satisfaction.
- Managed technical support for MS Office, improving response times and customer experience.
- Handled customer calls, resolving complex tech issues across multiple platforms efficiently.
- Documented issues in ICOMS, ensuring accurate records and streamlined troubleshooting.
- Achieved high productivity and customer satisfaction through effective problem resolution.
Ecommerce Help Desk / Tech Support Specialist
Walmart Technical Support Center
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
Northlake College
Irving, TXComputer Science
L.B.W. College
Andalusia, AL05.2013
Highschool Diploma - undefined
Andalusia High School
Andalusia, ALSkills
- ServiceNow
- Active Directory
- Office 365
- Windows Server
- Cisco
- Hardware Support
- Remote Access
- SQL
- Citrix
- Exchange
- SharePoint
- VPN
- Network Administration
- Technical Support
- Troubleshooting
- Microsoft Intune
- Microsoft Azure
- Microsoft Entra
- Customer Service
- Cisco Meraki
- Data Analysis
- Time Management
- Problem Solving
- Team Collaboration
- Remote Troubleshooting
- User Support
Timeline
IT Support Technician/ Network Engineer
Lurin
07.2024 - 07.2025
Information Technology Support Analyst
Infinite Electronics, Inc.
08.2022 - 07.2024
Level 2 IT Support Representative
Associa INC.
07.2016 - 07.2022
POS - IT Help Desk / Tech Support Specialist
Brinks International
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
Northlake College
Computer Science
L.B.W. College
Highschool Diploma - undefined
Andalusia High School