Experience

Network Administrator

• Innovative and ambitious problem solver
• Highly skilled and technically proficient in integrating hardware and software for deploying effective IT solutions. Focused on quality assurance and customer satisfaction by optimizing resources and uncovering productivity enhancements. Extensive IT Support Specialist background in supporting multiple clients and environments.
• Utilized both field and remote support experience to establish and grow effective customer relationships with both internal and external customers. Communicated technical resolutions and additional IT information to enhance customer productivity within their field. Bilingual fluent in English/Spanish.
• Risk Management Telecom Support Server Maintenance Asset Management
• Site Maintenance Desktop Support Backup and Recovery System Support

Technical Skills

Professional Experience

Confidential

Central Support Analyst

• Built, managed, and provisioned access for 1000 Virtual Machines for worldwide users. Supported VMware vSphere 4.x and quest vWorkspace environment with over 1000 Managed desktops. Provided 2nd and 3rd level remote support to resolve IT issues. Diagnosed, installed, configured, maintained, and monitored hardware, software, peripheral devices and various technical equipment.
• Evaluated hardware and software to ensure compatibility with existing network systems.
• Documented steps to resolve network issues as a reference to be utilized by other IT professionals.
• Established outstanding customer service by paying attention to detail grasping an understanding of customer needs to implement the technical tools available, increasing productivity and performance.
• Mentored new hires with a positive attitude to ensure excellent customer service.

Confidential

• Primary IT resource for projects within the Northeast region, maintained, upgraded, and supported network systems, hardware, software, desktops, handhelds, mobile devices, laptops, and printers. Staged, deployed and maintained 1000 mobile devices for companywide system enhancement.
• Accountable for IT assets by performing physical inventory to reconcile with asset management database. Achieved 98 inventory accuracy, which prevented unnecessary IT expenses, and helped forecast IT budget.
• Implemented Wireless LAN Controller WLC to manage Access Points APs for Voice Picking project where certain APs were assigned to groups in the warehouse to use certain SSIDs managing APs wireless signal strength.
• Conducted analysis for IT projects by running reports to determine malfunctions that may continue to occur took proactive measure to prevent probable risks by gathering and documenting crucial information to manage risks in order that the negative impact of risks upon achievement of our organization.
• Participated in migrating legacy phone system to Cisco Voice over IP VoIP environment which made possible to centralize and manage telephone service for multiple locations, control cost, and provide users telephone mobility.
• PGP Implementation Project Encrypting company assets to prevent data theft. Scheduled and performed Pretty Good Privacy PGP client deployment on companywide desktops and laptops to insure all devices have been encrypted generated PGP reports on Symantec PGP Server identified non encrypted devices, and arranged appropriate steps to install PGP client.
• SAP PM Project SAP Preventive Maintenance PM Implemented SAP PM Database to have accurate US 20 Million parts room inventory nationwide to perform preventive maintenance, and order low inventory stock on scheduled time. Migrated existing database information converted legacy database file to SAP compatible format. Provided face to face training to end users, presented all benefits of new application.

Confidential

• Provided technical assistance and support related to computer systems, hardware, and software. Responded to queries, ran diagnostic programs, isolated problems and determined and implemented solutions. Performed all first and second level installations and service tasks involving the Company's IT systems, directly and remotely.
• Trained external and internal customers to e-fax, scan, and utilize double sided printing features to reduce cost of outbound usage and material cost.
• Wrote training manuals and presented to customers as a guide to access the Company network remotely via Virtual Private Network VPN from the field.
• Trained and guided customers on multiple functions of various devices to develop end users' skills and enhance performance.

Confidential

• Played a major role in keeping the IT department running smoothly. Managed the day-to-day operations of the office. Organized and maintained files and records. Planned and scheduled meetings and appointments. Managed projects and conducted research. Prepared and edited correspondent, reports and presentations. Arranged travel and guest arrangements. Provided quality customer service. Maintained a friendly professional environment.
• Processed invoices and resolved billing discrepancies of approximately 45K in savings.
• Ensured operation of equipment by completing preventive maintenance requirements following manufacturer's instructions troubleshooting malfunctions calling and scheduling for repairs maintained equipment inventories evaluated new equipment and techniques.
• Provided historical references by developing and utilizing filing and retrieval systems recorded meeting discussions.
• Maintained professional and technical knowledge by attending educational workshops reviewed professional publication established personal networks participated in professional societies.
• Maintained customer confidence and protected operations by keeping information confidential.