About

My name’s Lester, I am an IT Professional and Freelance Photographer, Home is Dallas-Fort Worth I have a constant drive to learn things I do not know if it has anything to do with my profession or any life skills that could be useful to those around me.

Professional Background

(REPAY) Realtime Electronic Payments – IT Support Tech
01.2023 to 09.19.2024

▪ Completed an MDM Audit on the company’s 500+ provided phones ensuring the data in the Verizon Business Account, JAMF Pro, and Asset management system was accurate. Doing so this cancelled 180+ lines saving the company $8,000+ a month in reoccurring expenses. While doing this audit I took the initiative steps to streamline the New Phone setup, Old Phone Return, and Phone refresh SOPs to prevent this mess from happening in the future.
▪ Contractor and Fulltime employee onboarding. Create the new hire accounts in ADUC following our new hire onboarding procedure, set up the new hires equipment and mail it to the remote user prior to the start date if on site, ensure the desk is set up and working properly. On the new hire’s first day complete an onboarding meeting covering all the bases of the software they need to use day in and day out except for the HR software.
▪ Deploy Delinea Privilege Manager to 500+ Windows endpoints and create a policy stack to support the businesses needs. Create SOP’s on how to manage the software, write and read policies, as well as train the other team members on how to administer the software.
▪ Create and maintain Intune application and device policies for production windows computers.

GTN Technical Staffing – 6 Month Contract for (REPAY)- IT Consultant
01-2023 to 07-2023

  • Completed a remote 35 person PC Migration for an acquisition of a company during the migration I working in tandem with the companies external desktop support tech to install druva on the users computers to complete a full snapshot of the users machine. Migrate their dropbox files to OneDrive. Once the users had a confirmed backup I would schedule a time and explain how the swap process would go. Give them a quick introduction to the tools and software that were installed on our systems by default and provide additional training where and when needed. Utilize intune autopilot to setup devices and Utilize Fedex business to mail the user the laptop. Upon receipt of the laptop I would work with the user and assist in verifying that all of their required applications had been installed, user preferences were set, and dropbox files were successfully migrated to their personal onedrive.
  • Complete a full inventory audit of 2 Texas offices using Asset Panda
  • Creating Intune Packages for all current tools utilized within the company.
  • Learn and Assist in creating JAMF Configuration Profiles and Policies for all current tools utilized within the company.
  • Deployed windows and macOS laptops utilizing Intune Autopilot and JAMF Pro
  • Provision company provided iPhones using JAMF MDM, and working with our appointed verizon rep to provision the phone numbers.
  • Setup BYOD Mobile devices, JAMF for iPhones, WorkspaceONE for android Devices.
  • Complete remote new hire orientation meetings (1 – 4 people most I have had in a class at one time in this role) on an employee’s first day Including: Logging into okta(show the employee how to reset their password via dashboard or self service reset), setting up the device’s peripherals, ensure the team member has all of their departments Sharepoint sites bookmarked, ensure backups are running and employee is signed into one-drive, explain the public teams channels and their use case, show them how to submit a ticket. All while stopping along the way to ensure their were no questions and if something was left in question I would ensure that it is not questioned.

Employment Gap 10-19-22 to 12-13-2022 (Picked up 2 Bar / Service Industry Gigs)
El Chingon Fort Worth Texas 12-13-2022 – 01-28-2023
Concrete Cowboy Fort Worth Texas 12-31-2022 – 07-2023 (Location I was working at closed)

Teague Nall & Perkins – Operations IT Technician
11-2021 to 10-2022

  • Complete Various tasks assigned by management during the implementation of Non-persistent Box Cloud Machines which would lead to replace the Persistent VDI Solution in place Work Spot (create the image and assist onsite and remote users with the installation and login process)
  • Provide operational support for all desktops and Monitor/maintain operating system patches and application upgrades on desktops laptops and Virtual Desktops using Automox and GPO
  • Monitored operational functionality of all IT assets and systems
  • Maintain working relationships with IT service providers covering network connectivity, telephone, data storage, software services, hardware maintenance, printer and copier equipment service, and any other providers of services related to IT assets or systems
  • Create, maintain, and publish relevant support documentation to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
  • Provide first and second level support for all incoming incident’s ranging from password resets, user account changes and update, faulty peripheral equipment to systems failing and company wide or site specific outages

AMN Healthcare – Production Support Specialist
Feb 2021 to Nov 2021

  • Perform basic end-user training via phone, WebEx, or in person, on software or hardware as needed.
  • Install PC and related peripheral equipment for end-user.
  • Set up user accounts, process move, transfer and user change forms.
  • Tracks calls and documents problems into Service Now, consults knowledge database to optimize resolutions and follows through on resolution with callers.
  • Help executives setup meetings, Provide A/V Support to the meeting rooms equipped with Crestron Control Systems
  • Participate in a 500 PC Refresh Project including the Imaging of HP Elite Books and x360’s and Decommissioning / cleaning / repairing of the returned assets as the company was remote at time of the project.
  • Assist in enrolling users mobile devices in MobileIron’s MDM Software, supported users with software installations after enrollment if needed.
  • Help maintain inventory control for AMN IT assets in Service now
  • Assist in the development, updating, and maintenance of our Knowledge Base.

Wise Health System – Surgical Hospital at Parkway – Information Systems Tech II
Nov 2019 to Feb 2021

  • Managed surgical hospital and surrounding clinic’s equipment inventory including computers, thin clients, printers, phones, mobile devices, and more by ensuring all current inventory is accounted for and correctly documented in Ivanti Asset manager
  • Developed a healthy relationship with hospital administrative, clinical, and non-clinical staff
  • Provided advanced technical support and resolve problems to meet the client’s satisfaction while providingexcellent customer service to 250 end users’
  • Coached other IS technicians by providing expertise on work advice, problem resolution, and training
  • Proactively monitored all ticketing systems for tickets requiring attention or escalation
  • Managed various Support Desk & Hospital Administration IS projects, utilizing the project governance processes

Was Nominated employee of the Parkway Employee of the month in February 2020

I would like to nominate Lester for employee of the month. He is always visible around the hospital
checking on different departments and available whenever there is an IT problem. He is friendly and
always willing to do whatever is required with a smile. When asked to perform a task, it is done quickly
and correctly, and makes the hospital more efficient. He seems to genuinely enjoy his work and likes the
challenges that his job presents. For all these reasons I think he should be employee of the month.

For the next employee of the month I would like to nominate Lester Cooter. He is always persistent on
checking up with admissions to make sure everything is running smoothly about 3 times a day. Anytime
we give him a task to do he has a “happy to do it” attitude that is refreshing. We appreciate all that he
does for us and is an excellent addition to Parkway.

TEKSystems Contractor – Exelon Corporation
April 2019 to Nov 2019

IT Service Desk Support Analyst Tier II Jun 2019 – Nov 2019

  • Took ownership of Tier 2 tickets that aren’t resolved in a timely fashion, working with the original assignee
  • Worked directly with clients and resolver groups to ensure an issue is solved within the SLA
  • Provided Tier 2 Software, hardware, and network support to our clients
  • Used Active Directory to verify client’s rights
  • Further troubleshoot, page, and send outages to the correct team
  • Wrote a minimum of 40 Tier 1 Agent Feedbacks, complete weekly spot audits grading 5 random tickets fromanonymous agents.
  • Create and manage existing Knowledge Base articles in Service Now

IT Service Desk Queue Manager May 2019 – Jun 2019

  • Trained onboarding Tier 1 Agents showing the differences between a good and bad ticket, teach onboardingagents proper phone etiquette
  • Supported Tier 1 Agents via Instant Messages when they are stuck on a call to help resolve the issue
  • Route tickets to correct resolver teams
  • Maintained Tier 2 and POD queues keeping the number of tickets between the two at a maintainable number ensuring the issues were handled within the SLA
  • Gathered more/missing information and further troubleshoot tickets in queue call tier 2 if higher access is needed

IT Service Desk Support Analyst Tier I Apr 2019 – May 2019

  • Handled 50+ contacts daily working directly with clients
  • Transferred escalated issues to Tier 2 Support as needed
  • Quickly and efficiently handled VIP, Nuclear Site, and Outage tickets
  • Supported 1500+ company proprietary applications
  • Troubleshoot hardware, software, network related issues
  • Wrote Tickets documenting all troubleshooting steps, links, screenshots of error messages, and follow templates if needed for specific topics
  • Managed and earned a reputation for maintaining a positive attitude and producing high- quality work
  • Maintained a 75% resolution rate and a 104% call to ticket ratio