Justin Foley
Garland,TX
Summary
Versatile and results-driven professional with a strong foundation in problem-solving, communication, and continuous learning. I am eager to leverage my adaptability and proactive approach to contribute to team success, tackle complex challenges, and drive organizational objectives with dedication and enthusiasm.
Overview
13
13
years of professional experience
Work History
DESKTOP OPERATIONS ESCALATIONS (DOE)
Veterans Sourcing Group @ Morgan Stanley
01.2023 - 03.2026
- Level 2/3 desktop support technician for the wealth management technology desktop operation and escalation Team
- Responsible for managing senior escalations, deep dive analysis of branch environment, white glove service, onsite support, project activities, and technical solution deployments.
- Day to day management of tickets, requests, and escalations from VIP users and Senior Managers both within IT and the business as well as for issues that are in-depth and chronic in nature.
- Senior Management Escalations - Advanced technical knowledge and business insight, handle escalations and specialized services
- Act as a Dedicated Senior L2 - L3 support on site at a branch to investigate and resolve issues.
- Provide remote support for users working from home, resolving issues with home systems and personal devices, cabling, network equipment, service provider engagement.
- White Glove Service: Bundled service package of all services for an extended amount of time plus in-depth troubleshooting.
- Knowledge Management Process - Review and validate technical documentation and provide general feedback to improve the knowledge repository and overall process.
- Project Participation: Providing project and status reporting for projects where DOE participation is needed. Attending meetings, outage bridges and managing any workflow back to the team.
- Environment: Windows 7/10/11 environment, VMware and Citrix, PowerShell, VBScript, JavaScript, HTML, MS Exchange/Messaging applications, (Outlook, Skype, and MS teams), Mac, iPad/iPhone support knowledge, VPN infrastructure, troubleshooting of MS Direct-Access, AOVPN, Internet browser proxy
DESKTOP SUPPORT SPECIALIST
OneSource Virtual
01.2017 - 04.2022
- Lead multiple projects.
- Updated AD (Active Directory) of new & terminated user accounts, member groups as well as Laptop asset tag plus serial numbers.
- Monitor mounting, Office setups
- Walk-ups with ups at the kiosk area.
- Getting all IT issues entered as a ticket (Zendesk)
- Imaging and deploying equipment (SCCM/MDT)
- Windows 10/MS Surface laptop upgrade deployment.
- Field incoming requests from end users face to face, or via telephone, e-mail, chat and the ticket system in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from help desk customers.
- Develop and maintain strong relationships with other teams within the IT organization.
- Supports installation and maintenance of PC, printer, and telephony hardware and software.
- Apply diagnostic utilities to aid in troubleshooting.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Identifies and corrects faults and provides resolution of complex problem tickets escalated from the helpdesk.
- Test fixes to ensure the problem has been adequately resolved.
- Effectively prioritize and escalate customer issues as required.
SENIOR DESKTOP SUPPORT ANALYST
Dallas County (Robert Half Technology)
01.2016 - 01.2017
- Supervise complaint ticketing system and follow timely resolution of all work orders
- Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software
- Follow up on complicated cases and prioritized tickets by the severity within ticketing system (Iheat).
- Re-imaging laptops, Desktops, and Surface Pro's.
- Work on Dallas County web base software's.
- Use Active directory to setup domain users in groups as well as add and remove PC's from the Domain.
- Migrated users from Windows 7 to Windows 10.
- Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
- Resolve incidents and problems associated with Dallas equipment
- Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future
- Support Authorized Users connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services.
- Install, upgrade and repair Dallas County equipment (desktops, laptops, monitors, and associated peripherals)- Provide software break/fix services and replacement of non-warranty assets for end users.
- Provide VIP support for Judges, Commissioner including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc.
- Create, change and remove printer configurations and queues based on requests and in accordance with SLAs
- Provide on-site hardware support for general troubleshooting and problems for end user computing technologies
- Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel.
- Communicate technical information to technical and non-technical team and customers.
SERVICE DESK ENGINEER
Atlas Copco Drilling Solutions
01.2013 - 01.2016
- Provided desktop support to users at my location but also assisted users remotely at other facilities.
- Completed Service Desk Tickets as well as assigned projects within SLA.
- Imaged as well as wiped and new old desktops, laptops, and tough books.
- Adjusted and maintained Switch panel to reflect the correct ports where work stations would be used.
- Setup Network and local printers, also resolved error messages on various printers and scanners.
- Troubleshoot network connectivity issues.
- Removed, added, and edited user accounts with administrator credentials in Active Directory.
- Remoted in or went to employee's desk to install various software's and applications.
- Moved as well as setup new cubes with desk phone, computer, monitor and other accessories that were requested.
- Used administrator credentials to enable as well as disable firewall for different functions.
- Added in the correct domain proxy setting for global information security so unauthorized users couldn't access company files and data.
- Updated network folders with newly obtained information or new license's that were purchased.
- Placed orders for new software licenses and hardware needs for employees.
- Mapped network drives so users could access shared folders.
LEAD RECRUITER
Supplemental Health Care
01.2013 - 01.2013
- Use professional recruitment strategies to secure employment contracts from potential local contract, per diem, travel, and direct hire candidates.
- Recruit through various sources, to include Total Relationship Management (TRM), internet, referrals, advertisements, direct mail, conventions, and cold calling to homes and departments when necessary.
- Review resumes, interview and screen candidates to obtain information on work history, training, education and job skills; conduct reference.
- Responsible for making weekly performance report calls to assigned offices.
- Hit performance standards as outlined by Management.
- Had to make 50 calls per day to meet targeted goal of 250 by the end of the week.
Education
Lake Highlands High School
Dallas, Texas, United States05.2007
Some College (No Degree) -
Collin County Community College
Plano, Texas, United States01-2007
Skills
- Network troubleshooting
- Software deployment
- System administration
- Remote desktop support
- VPN configuration
- Mac systems
- MS office proficiency
- Operating systems
Timeline
DESKTOP OPERATIONS ESCALATIONS (DOE)
Veterans Sourcing Group @ Morgan Stanley
01.2023 - 03.2026
DESKTOP SUPPORT SPECIALIST
OneSource Virtual
01.2017 - 04.2022
SENIOR DESKTOP SUPPORT ANALYST
Dallas County (Robert Half Technology)
01.2016 - 01.2017
SERVICE DESK ENGINEER
Atlas Copco Drilling Solutions
01.2013 - 01.2016
LEAD RECRUITER
Supplemental Health Care
01.2013 - 01.2013
Lake Highlands High School
Some College (No Degree) -
Collin County Community College