Ozell Collins
Houston,Tx
Summary
Dedicated Desktop Support professional with experience in providing technical assistance and resolving hardware and software issues. Skilled in troubleshooting, configuring systems, and ensuring optimal performance for end-users.
Overview
14
14
years of professional experience
Work History
IT Senior Field Support Specialist
KLX Energy Inc.
Houston, Tx
01.2020 - 10.2024
- Managed and supported IT projects, completing tasks on time and within budget.
- Resolved complex technical issues for end-users, ensuring minimal downtime and high productivity.
- Provided training and guidance to junior team members, enhancing their technical skills.
- Managed high volume of on-site technical support requests with superior troubleshooting skills.
- Skilled in diagnosing and resolving hardware and software issues swiftly and efficiently.
- Collaborated with cross-functional teams to implement network upgrades and system improvements.
System Administrator
Addison Group
Houston, Tx
01.2019 - 01.2020
- Managed server infrastructure including installation, configuration, troubleshooting, and monitoring.
- Collaborated with cross-functional teams to ensure optimal performance of systems and networks.
- Implemented security measures to protect against cyber threats and ensure data integrity.
- Implemented proactive monitoring tools to minimize downtime and improve system performance.
- Managed Active Directory, group policies, and user access controls for company network.
- Collaborated with cross-functional teams to troubleshoot and resolve technical issues efficiently.
Desktop Support Level II
Ep Energy
Houston, Tx
02.2012 - 01.2019
- Provided technical support to end-users via phone, email, and in person.
- Troubleshot and resolved hardware and software issues for Windows and Mac systems.
- Installed and configured desktops/laptops, printers, and peripheral devices.
- 7+ years providing on-site technical support and troubleshooting for hardware/software issues.
- Experienced in deploying and managing Windows operating systems and software applications.
- Skilled in providing remote support and resolving technical issues over the phone.
Sr. Desktop Support Specialist
WG Consultants
Houston, Tx
08.2012 - 08.2014
- Comprehensive troubleshooting skills for hardware, software, and network issues.
- Proficient in managing Active Directory, GPOs, and SCCM for desktop deployments.
- Strong background in user training and documentation for IT solutions.
- Managed IT help desk tickets, resolved hardware/software issues for 500+ users.
- Provided on-site technical support, troubleshooting and resolving network issues.
- Led training sessions for new software implementations, ensuring smooth transition.
- Provided advanced technical support for desktop issues, ensuring minimal downtime for users.
- Managed and deployed software updates for 500+ desktop computers in a corporate environment.
- Led training sessions for new hires on best practices for desktop support.
Sr. Helpdesk Analyst
CompuCom
Houston, Tx
07.2010 - 08.2012
- Spearheaded incident management process, reducing resolution times by 20%.
- Implemented a self-service portal, increasing efficiency and user satisfaction.
- Provided technical support for 1000+ end users in a fast-paced environment.
- Led team in resolving complex technical issues for over 500 employees.
- Trained new hires on company software and best practices.
- Improved ticket resolution time by 20% through process enhancements.
IT Systems Support Specialist
Star Computer Repair
Houston, Tx
07.2010 - 08.2012
- Provided technical support for all hardware and software problems within the company network.
- Developed and implemented backup and recovery solutions to ensure data security.
- Maintained and upgraded systems to optimize performance and stability.
- Provided end-user technical support for hardware and software issues.
- Managed system updates, backups, and security protocols.
- Conducted troubleshooting and resolved network connectivity issues.
Education
CCNA/ CompTia -
Houston Community College
Houston, Tx01.2012
Skills
- Technical Troubleshooting
- Operating Systems
- Hardware Knowledge
- Software Installation and Configuration
- Networking Basics
- Security Awareness
- Remote Desktop Support
- Customer Service Skills
- Documentation
- Time Management
- Adaptability
- Problem-Solving Skills
- User Training and Education
- Hardware Repair and Maintenance
- Team Collaboration
- ITIL Framework
- Continuous Learning
Languages
English
Certifications Courses
- Google Cyber Security Certificate, https://coursera.org/share/b94e14c60a7b035f235d297c0992ee17
- Google IT Support Certificate, https://coursera.org/share/0e038b117b92eb9cec2defade8348713
- Introduction To Generative AI, https://coursera.org/share/c3e1fe0e97e6e6832d03bb2c7e77c83e
Timeline
IT Senior Field Support Specialist
KLX Energy Inc.
01.2020 - 10.2024
System Administrator
Addison Group
01.2019 - 01.2020
Sr. Desktop Support Specialist
WG Consultants
08.2012 - 08.2014
Desktop Support Level II
Ep Energy
02.2012 - 01.2019
Sr. Helpdesk Analyst
CompuCom
07.2010 - 08.2012
IT Systems Support Specialist
Star Computer Repair
07.2010 - 08.2012
CCNA/ CompTia -
Houston Community College