SUMMARY:

Network/Software Support Specialist 15 years of experience diagnosing and resolving critical software as well as technical problems in a multi - user environment (Windows Server 2000/2003/2008, Citrix XenApp, XenDesktop, Linux, UNIX, MAC, VBox, VMware Virtual Servers) Office 365 implementation and administrating. Progressive awareness of Windows 7 Pro/Ultimate, Windows 8/8.1/10, Server/ 2000/2003/2008 /XP/Vista systems, workstation optimization, and PC/Server upgrades. Maintained and serviced DNS, DC, Exchange and AD, vast knowledge of data imagining applications such as Symantec, Ghost and Acronis. High energy work ethic, quickly learn new applications and communicate technical knowledge to end users at all levels as well as providing my Bilingual attributes (Spanish).

TECHNICAL SKILLS:

Hardware/Special Systems: PC Repair, Customer Service Representative, Help Desk Analyst, Technical User Support, and Network Administration, Maintenance of copiers HP2035, HP 1022N, Xerox Phaser 7655, 5655, 4260, 8200, 5755, and 7500. Dell Desktops and Laptops, Dell Workstations, Apple Laptops and Desktops, Enterprise Servers, Cisco Routers, Switches, and Firewalls.

Software: Adobe- Acrobat Pro/Reader, Flash, Air, InDesign, CS4/5, Photoshop. Windows XP/7/8/8.1/10, CentOS 5.0, 6.0, MySQL, puTTy, FileZilla, Heidi, WIN SCP, Microsoft Office Suite 2003/2007/2010/2013, Laser App., 010 Editor, Solarwins, Customer Relation Manager (CRM), ACT 2011, ApplicationXtender, Netuitive, Uptrends, Winzip, GoToMeeting, Teamviewer, RingCentral, WEByog/MONyog, Dameware, AWS Environment, EC2, Route53 DNS, Bitbucket, Cloudwatch, RDS and Atlassian Jira/Confluence Symantec Endpoint 11.0/12.0/14.

Soft Skill: Ability to handle multiple clients, as well as vendors and complete the tasks within assigned timeline. Passionate for learning and sharing the knowledge and skills I possess to enhance the overall productivity of the organization. Ability to communicate across different levels of hierarchy and maintain a smooth flow of communication.

Professional: Time management, multi-tasking, effective communication as well as being Bilingual (dual oral and written skills in Spanish and English languages,) meeting project deadlines, and exceeding customer expectation, and able to quickly grasp and adapt to new technologies and environments.

WORK EXPERIENCE:

Confidential, Washington, DC

Server Infrastructure Administrator

Responsibilities:

• Lead Administrator in the migration of Office 365, with Agile IT as (POR) Partner of Record.
• Created and deployed tables, distribution groups and containers for user tenants, emails and shared boxes.
• Facilitated and conducted the File share move to MS Azure.
• Backed up, updated and loaded the on premise Exchange 2010 Server, with the latest Service Packs, remoting, and maintenance tools.
• Administered, monitored, updated, and repaired (if necessary), All servers, both Windows 2008/2008 R2, 2012 R2, and Linux CentOS 6.0 (hosted by Rackspace and AWS). Helped monitored, log, and administer AWS: EC2, RDS, S3, Route53 and ELB instances.
• Ran scans and monitored traffic, load balances and scalability issues, for Servers and company’s websites.
• Lead technician in an 11 hour Magento patch fix for our Linux servers.
• Lead liaisons between vendors for procurement/ service, and SVP of IT.
• Key role member on IT Team for New Magento Registration Implementation and staging.
• Maintained and monitored servers and sites with several tools: Netuitive (collectD), Uptrends, Cloudwatch, RDS, and MONyog.
• DevOps Admin for New Relic as a Service for BlueAcorn and Confidential .
• Assisted in monthly MySQL dumps, using Heidi, and Notepad++ for editing.

Confidential, Washington, DC

Systems Administrator

Responsibilities:

• Administered support via the ADUC with MS Azure in an Office 365 (Cloud) and Windows 8.1 environment. With some exposure to MS SharePoint.
• Monitored, executed, and escalated call tickets by using GoToAssist ticketing system.
• Senior experienced professional with mature Help Desk approach.
• Excellent troubleshooting technical issues and communications skills.
• Migrated and trained users using Office 2010 to MS 365 and Office 2013/ONE Drive for business. Both PC and MAC (Office 2016) users. All users received Lenovo Yoga.
• Installed, troubleshot, and monitored VPN and 8X8 mobile app for users working away from the office.
• Deployed, troubleshot, and resolved issues within the DIGITEL Polycom VVX 600 telephony systems.

Confidential, Waldorf, MD

Support Technician

• Managed and maintained SLA ticketing system, using iTop.
• Supported, maintained, and repaired computers and servers with various operating systems (Windows XP, Vista, Windows 7, Windows 8, Server 2003/2008/2008 R2/2012 R2.
• Performed Malware, Spyware, and Virus removals to various systems, such as laptops, desktops, and tablets.
• Performed systems backups of important folders, files and security passwords.
• Provided customer support for a better understanding and resolution of their systems, including procedural documentation and relevant reports.
• Performed on call and off-site desktop/server duties, such as helpdesk and server related issues.

Confidential, Washington, DC

Computer System Specialist

Responsibilities:

• Project support for desktops, networks, telecommunications.
• Rolled out and installed the Cisco Telephony systems, as well as Jaber software, replacing MS Lync.
• Implemented and developed iSupport for the Company’s support policy and SLA ticketing.
• Earned the company $7,500.00+ selling antiquated and decommissioned servers and other IT equipment, via Ebay & Craig’s List.
• Maintained and monitored the ticket system within iSupport and the Social Client, striving to resolved issues with members of the company.
• Assisted in the Implementation and maintained Microsoft Office 365 Exchange and Lync 2010/2013 (Instant Messaging, Enterprise Voice and Persistent Chat/Data) into the infrastructure.
• Phone support to representatives and employees working in field dealing with issues such as administering and supporting Blackberry and iPhone Devices.
• Assisted in creating, modified and monitored the MS Exchange via ADUC, and Powershell scripts.
• Set up and supported Voice and Video conferencing. Supporting 4 Executive conference rooms, all equipped with Skype, Microsoft Lync, and Cisco Video/Telephony Applications and softwares.
• Tasked with troubleshooting and correcting deficiencies as well as anomalies with the network's hardware and software.
• Ability to maintain logs and other tracking as well as monitoring tools to determine network availability, status, work order requests. Liaison with the primary computer support technician as both technical anomalies and alternate for customer services calls.
• Worked closely with customer’s defining needs, troubleshooting and implementing solutions.
• Weekly Disaster recovery implementation using Back ups, Sync points, boxing, and send off site.

Confidential, Bethesda, MD

Desktop/Network Support Specialist

Responsibilities:

• Responsible daily and monthly for inventory and replenishing toners in the workplace, maintaining the functionality of computers for in-house and off-site client (via remote desktop or physical appearance) which includes running virus scans, using Acronis to clone workstations for backup and retrieval, maintaining and adjusting web server for employee, representatives, and clients needs - saving the company $48,000/year.
• Order and deliver any supplies related to hardware support and keep a good record of the computer and printers
• Phone support to representatives and employees working in field dealing with issues such as administering and supporting Blackberry phones on the company server and its applications, logging into company site, SMARSH email issues, Pershing NetXPro/NetX360 password complications, and help with company phone system Inter-Tel - saving the company $25,000 in support expenses.
• Create and establish new employee workstation as well as terminate workstations of employees exiting the company. Support and maintain all laptops and mobile air cards. Setup and dismantling conference rooms for special executive meeting and webinars.
• In charge of the recycling of computer equipment and toners - saving the environment an average of $75,000 yearly in trash costs and fines.
• Assisted The Network Engineer various tasks such as and not limited to management of production and development Terminal Server environment. Daily duties require troubleshooting AD environment, Exchange 2000/2003 Server, and MS SQL Server. Use of Ghost, and Arconis imaging technology. Administration of Antivirus & Antispam Enterprise Suites (Symantec, GFI), Symantec Backup Exec, Legato Xtender products, Firewalls, VPN, PRI, Captaris, Rightfax, Blackberry Enterprise Server. Maintain PC, laptop and related peripheral inventory in the Track-It help desk system.
• Manage and configure in the performance of the hardware devices and telecommunication

Confidential, New York, NY

Desktop/Server Support Specialist

Responsibilities:

• Provided desktop support to over 200+ users and 6 different departments. Rolled out and supported PalmTreo devices, organized and set up conference rooms with the latest Dell Laptops, overheads, and networks. All were maintained and logged on a queue using the Unisys Tracking System (SRMS) and (Remedy) assigned tickets from low to high priority.
• Supported 12 Servers and 2 Print Servers nationwide by using Netware/Novell. Administer current business systems: FTP, Symantec, Fileserver, etc. Created new users and logs on scripts for Novell Environment. Ensured proper backups of all Novell Servers by using Backup Express (BEX), restored files on the server and back up tapes, supported Netware and Windows Server disk space. Experienced in using RAID Terabyte Storage Systems, and Multi-Terabyte Backup Solutions. Additional duties may include developing technical documentations, writing and adding to a FAQ’s log for clients’ self-help resources.
• Provide Hardware/Software Support to Dell and Gateway clients in the Metropolitan New York City Area, which can expedite repair turn around rate by 50% increasing the firm’s productivity.
• Coordinate with Dispatchers for up to eight On-site projects and four hours emergency calls daily, for clients with Servers, Laptops and/or PC’s.
• Communicate with clients’ On/Off-site, to set appointments and give possible resolutions to the Hardware/Software Issue. Troubleshooting and consulting conflicts with Dell Support Expert/Operator, via phone.

Confidential, New York, NY

Desktop/Office Support Specialist

Responsibilities:

• Understand the client problem and identify the issues related to the hardware device. Based on the identification, provide correct advice or solution
• Helped set up PC’s, Telephone/Cable wiring, Email Exchange via AD and Telephone Extensions for new Marketing Representatives.

Confidential, New York, NY

Technical/Desktop Support Specialist

Responsibilities:

• Report to a Managing agent for various projects at different sights, providing Hardware/Software, Desktop services.
• Performed Rollouts of PDA/Blackberry and PC’s for new clients.
• Configured computer equipment’s which included internet connection and other such application servers

Confidential, New York, NY

Technical Support Specialist

Responsibilities:

• Provide desktop/user internal and external customers (Windows 98/2000/XP/Microsoft office 2000/XP, graphics.)
• Upgrade desktops using imaging software (Ghost & SYSPRER.)
• Install and configure software applications and operating systems. Build and configure Win2000 classroom networks. Trouble-shoot and repair hardware.