Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lucas Smith

Tomball,TX

Summary

I have been fortunate enough to do what I love and help people in multiple roles in IT for about 10 years now. Professional with strong technical expertise in desktop support, adept at troubleshooting hardware and software issues. Demonstrates exceptional problem-solving, diagnostic, and troubleshooting skills. Proficient in network troubleshooting, operating system configuration, and worked with thousands of software applications.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Desktop Support Analyst III

Westlake Chemical
06.2023 - 09.2024
  • White-glove Executive support and training for C level users.
  • Resolved Tier 1, 2, and 3 support cases daily, managed scheduling and appointments, and provided users and cases with daily updates.
  • Building, imaging, and deploying laptop, desktop, and kiosk workstations.
  • Advanced SCCM Administration and deployment, Software Center client troubleshooting.
  • Developing and publishing SCCM Packages (PowerShell) for new applications or working on existing packages to improve application installation experience or fix issues.
  • PowerShell development of troubleshooting tools and application packages,
  • Configured hardware, peripherals, and software to set up work stations for employees.
  • Advanced troubleshooting and installation for thousands of Enterprise Applications.
  • Was in charge of completing Risk Remediation and any other tasks created by Cybersecurity.

Support Engineer II

Identity Automation
02.2020 - 09.2022
  • Troubleshooting and implementation of proprietary multi-factor authentication systems for Government, Higher Ed, and Healthcare clients.
  • Resolved Tier 2 and Tier 3 support cases daily, managed scheduling and appointments, and provided customers with daily updates.
  • Installed, built, and configured local and cloud based (AWS) servers to process multi-factor authentication requests.
  • Created, configured, and managed AWS EC2 instances for cloud deployment of MFA software.
  • Advanced Client and Server troubleshooting (Network issues, certificate issues, SQL troubleshooting, advanced diagnostic of software issues, Radius troubleshooting and setup, hardware biometric, OTP, Smartcard, and RFID device troubleshooting)
  • Scripting for client mass deployment with SCCM, Kase, and through PowerShell script via GPO.
  • Mobile device troubleshooting for Android and iOS devices.
  • Helped maintain security best practices for customers and assist with configuration for compliance with CJIS and other regulatory guidelines.
  • Worked with vendors to assist with implementation of VPN solutions with device authentication for the clients.
  • Security hardening of servers and local authentication environments.

OneDrive Migration Analyst

Oak Tree Software (Phillips 66)
02.2019 - 08.2019
  • Installed OneDrive and verified data integrity when migrating data from network storage to cloud storage
  • Deskside training for Oil and Gas executives and all other office/refinery employees on how to utilize and get the most out of OneDrive
  • Demoed new features and integration with other Office 365 products
  • Desktop support and advanced network troubleshooting (DNS, DHCP, Port Forwarding, Routing, VPN, and Network Access Control troubleshooting)
  • Windows 10 desktop build, imaging, application deployment, SCCM troubleshooting, and physical deployment of PCs
  • Citrix device imaging, deployment, advanced troubleshooting, desktop virtualization
  • Microsoft Office 365, OneDrive, OneNote, Outlook, SharePoint, Excel, Windows 10/Windows 7 advanced troubleshooting and integration
  • Used ServiceNow to view, update, and organize customer migration tasks
  • RSA, Okta, and MFA setup and support
  • (Phillips 66)

OneDrive Migration Analyst

Long View Systems
05.2018 - 02.2019
  • Company Overview: (Anadarko Petroleum)
  • Worked with development department aggregating cases to prioritize development solutions for common problems
  • Remote technical support services (Bomgar, TeamViewer, LogMeIn, and PC Anywhere)
  • Advanced troubleshooting of payment processing systems (EMV)
  • Advanced network troubleshooting (Ping Plotter, Firewall Configuration, NAT)
  • (Anadarko Petroleum)

System Analyst

Revention
05.2015 - 10.2017
  • Installation and configuration of hundreds of major ISP Modems, routers, and switches.
  • Provided technical support for end-users, resolving issues promptly and effectively.
  • Created support and upgrade utilities with Windows batch and PowerShell scripting.
  • SQL database maintenance and administration with experience writing queries.
  • Guided non-technical customers through technical procedures on a daily basis (network troubleshooting and configuration, hard drive swaps, and station swaps).
  • Advanced Desktop/Network Support and Configuration.

Education

GED - with Honors, College Credit

GED
Houston, TX
01.2015

Skills

  • Desktop Technical Support

  • Advanced Troubleshooting and Diagnostics

  • Advanced Network Troubleshooting

  • Firewall Troubleshooting

  • Powershell Development

  • Windows Batch Scripting

  • Deskside Technical Training

  • White Glove Executive Support

  • Help Desk

  • PC Hardware Deployment

  • Citrix Virtualization

  • Advanced PC Building

  • SCCM Troubleshooting

  • SCCM Package Development

  • SQL Database scripting and Administration

  • ServiceNow

  • ISTM

  • Salesforce

  • Active Directory Management

  • Windows 11

  • Windows 10

  • Windows 7

  • Windows Server 2012

  • Windows Server 2016

  • Windows Server 2019

  • Windows Server 2022

  • Office 365 troubleshooting, management, and license administration

  • Citrix troubleshooting

Certification

  • CompTIA A+ Certification, 2015 - Present
  • CompTIA Server Certification, lifetime

Timeline

Desktop Support Analyst III

Westlake Chemical
06.2023 - 09.2024

Support Engineer II

Identity Automation
02.2020 - 09.2022

OneDrive Migration Analyst

Oak Tree Software (Phillips 66)
02.2019 - 08.2019

OneDrive Migration Analyst

Long View Systems
05.2018 - 02.2019

System Analyst

Revention
05.2015 - 10.2017

GED - with Honors, College Credit

GED

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Lucas Smith