Wayne Peters McKinney

Wayne McKinney-– - Talented and dedicated Help Desk and IT professional with experience as an IT/Oracle professional and as a Help Desk/Technical Support Specialist for 29 years in fast-paced, deadline-oriented environments SUMMARY OF QUALIFICATIONS • Many years of experience building, setting up, installing, and repairing desktops, laptops, and printers • Outstanding knowledge of multiple hardware and software applications and associated operating systems • Skilled communicator, able to successfully work with wide range of end-users to diagnose, document, and resolve complex technical issues • Excellent technical skills, with strong knowledge of multiple versions of Windows, Microsoft Office, and Linux variants. Extensive knowledge of both PC & LAN hardware and applications TECHNICAL SKILLS Operating Systems: Windows 7, 8, 8.1, 10, Fedora Linux, Oracle Linux, Chrome OS Software Applications: Microsoft Office 2013, 2016, Office 365, Exchange, Norton, Kaspersky, Bitdefender Databases: Oracle 7 – 11g, Microsoft SQL Server 2008 R2 Utilities: FreshDesk, Footprints (BMC Software), BMC Remedy, TeamViewer Networking: LAN/WAN, TCP/IP, VPN, Ethernet, Routers EDUCATION University of Houston, Houston, TX Bachelor of Science – Computer Science PROFESSIONAL EXPERIENCE IN IT/HELP DESK ROLE AT&T/ETech/Insight-Global (contractor) - Houston, TX November 2018 – November 2018 Help Desk contractor/technician • Helped AT&T technicians both in the field or in an office manage their iPhones and iPads, often diagnosing problems and getting a fix out to them or processing a lost ticket when they would lose a device • Created and managed help desk tickets via a modified version of BMC Remedy, entering them, working on them, closing them • Worked side-by-side with established Help Desk personnel to diagnose problem close out trouble tickets Katy Independent School District/Insight-Global (contractor) - Katy, TX July 2018 – October 2018 Help Desk contractor • Managed help desk tickets via Footprints (BMC Software), entering them, assigning them, working on them, closing them • Resolved many Windows password, Office application, and Outlook logon problems via Active Directory • Worked with established Help Desk personnel to close out both old and new trouble tickets eBryIT – Rosenberg, TX June 2017 – June 2018 Field Installation Technician • Installed Windows and Chromebook images to laptops and desktops that were going to area schools • Learned more of the intricacies of getting Chromebook and Windows systems onto managed networks • Performed warehouse work - shrink-wrapped pallets, used pallet jacks, and applied package strapping to pallets DTK Inc./Safford LLC (contractor) – Houston, TX November 2015 – May 2017 IT Help Desk contractor • Managed help request tickets via FreshDesk and worked to respond to these requests in a timely and courteous manner while at the same time balancing previously assigned work priorities • Worked as an Administrator on their Office 365 and Microsoft Exchange installation and kept track of their licenses and renewals • Oversaw the transition from one ISP to another; also did troubleshooting for their network, wi-fi, printers, and cloud storage • Setup new desktops and laptops so that they would match the employee’s needs • Worked to personally know and build rapport with each user within that company so that I might better understand the company, the employee’s needs, and how they specifically did their work PROFESSIONAL EXPERIENCE IN ORACLE DEVELOPER ROLE MD Anderson Hospital/Pyramid Consulting (contractor) – Houston, TX July 2015 – September 2015 Wyman-Gordon/Robert-Half (contractor) – Houston, TX August 2014 – December 2014 Schlumberger/MBO Partners (contractor) – Sugar Land, TX September 2012 – January 2014 Benchmark Electronics – Angleton, TX August 2003 – January 2012 Schlumberger/GeoQuest – Houston, TX January 2001 – June 2003 Tempora Resources, Ltd. (contractor) – Houston, TX June 1999 – December 2000 Technical Information Architects (contractor) – Houston, TX July 1998 – May 1999 Kestrel Records Management – Houston, TX April 1994 – July 1998 Lockheed Engineering & Sciences Company – Houston, TX January 1989 – April 1994 Keywords: Technical Support, Help Desk, E-mail, Problem Pattern Recognition, Documentation, Detailoriented, Windows, Microsoft Office, Customer Service, Methodical, Effective Communicator, Multitask, Flexible, Office 365, Microsoft Exchange, FreshDesk, Footprints (BMC Software)