SUMMARY

• I am a creative versatile computer professional who aspires to pursue a secured position where my 12 years plus of experience and knowledge in networking, documentation, hardware & software installation, superior customer service, as well as communication and problem solving skills will be used to enhance company market position, customer satisfaction and profitability
• Proven ability to lead seamless implementations and deliver next - generation technical solutions improving revenues, margins and workplace productivity
• Exceptional Organizational and Communication skills in dealing with inter-company personnel, colleagues, and representatives
• Total of 12 years plus in the IT field service and providing outstanding customer support
• Able to provide quick effective response to technical requests in system level network trouble shooting problems of hardware and/or software nature
• Able to enter all pertinent customer support information into the client-tracking database and document the solution or status of the service call
• Highly adaptable, mobile, positive, resilient, patient risk-taker who is open to new ideas
• Ability to thrive in an intense team atmosphere, while also making a strong individual contribution
• Enthusiastic, knowledge-hungry learner, eager to meet challenges and quickly assimilate new concepts
• Seasoned professional whose honesty and integrity provide for effective leadership and optimal business relationships
• Ability to service, repair or exchange motherboards, hard disk drive, power supplies, CD-ROM drives, memory modules, etc
• Productive worker with solid work ethic who exerts optimal effort in successfully completing tasks
• Instinctively connect with people and be able to discover meaningful details to uncover unique needs
• Able to troubleshoot simple too difficult workstations, servers, applications, and networks
• High attention to detail with emphasis on accuracy and quality
• Able to provide quick effective response to technical requests from end users for computer hardware, peripherals and/or application software support requirements
• Personable professional whose strengths include cultural sensitivity and an ability to build rapport with a diverse workforce in multicultural settings
• Ability to work independently or as part of a team, professional individual with excellent communication and customer service skills
• Able to accept accountability for decisions, performance, and behavior
• Determined in completing assignments/tasks in the face of resistance or setbacks
• Conscientious go-getter who is highly organized, dedicated, and committed to professionalism
• Initiate conversation naturally and show authentic interest in others
• Received Peak Performance Award for Confidential Services Excellence in 2005
• Hobbies include being active in sports like basketball, baseball, jogging, and weight lifting, watching boxing and billiards
• Bilingual, Fluent in English and Spanish

TECHNICAL SKILLS

Network Protocols: Multiple desktops and laptops; Virtual Desktops, Motherboards, SIMMs and DIMMs, Network and Video Cards, Routers, Hubs and Switches; networked/personal printers, scanners and copiers; VOIP Phone Systems; Pocket PC; Networking Cabling & Dressing; TCP/IP, LAN/WAN, DNS, DHCP, WINS, POP3, SMTP, SNMP, NetBIOS, FTP, TELNET, VPN, DSL and Wi-Fi

Platforms: All Microsoft Operating Systems (32-bit and 64-bit) Active Directory & Exchange 2003, Windows Server 2008 R2, SharePoint Server 2007 and SQL Server 2005; Linux (CentOS) and Blackberry

Tools: MS Office ; Primavera 5 & 6, RegEdit, Kill Disk, Cradle, CCleaner, Roxio Creator 2007 & 2010, Symantec Enterprise Suite, AVG Antivirus, Malwarebytes, Spybot, Bit Defender Total Security 2010, Ghost, Altiris Ticketing System, Data and Profile Migration; Quicktime Player, Adobe Flash and Shockwave Player, Adobe Reader; Java J2EE and . Net; Google Earth and Skype, Internet Explorer v.5-9, Mozilla Firefox, Safari, and Netscape

PROFESSIONAL EXPERIENCE

IT Administrator

Confidential, Houston, TX

Responsibilities:

• Troubleshooting, diagnosing and supporting on a Enterprise Platform of 600+ users, desktop and laptop systems
• Ensuring and taking all safety pre-cautions for Confidential Policies when opening new and moving all desktops, laptops, printers, and copiers in three facilities
• Project currently working on refreshing 600+ users putting out 16 refreshes per week since the month of January of 2010 including desktops and laptop systems and installing standard freeware, CAD applications software from multiple IBM servers; creating Exchange Email setup from the Confidential Mail Server; capturing and migrating customer profiles, giving local admin. rights and retrieving data using the Altiris “PC Transplant” tool
• Interfacing with various other IT departments; technicians, system admin’s., IT security, networking, web developers, etc. in a team fashion to resolve issues
• Configuring and adding HP Printers and Canon Copiers to the print servers; installing and removing toner for all color and b/w HP printers in three facilities
• Generating, monitoring and updating Maximo Databases for Federal Government, Confidential and Confidential audits; and the removal & hardware installations of moves, terminations and new hires for all Confidential employees in three facilities
• Monitoring and remediating security vulnerabilities and resolving connectivity NIC issues on all Dells, IBMs, workstations; HP Printers and Canon Copiers
• Currently generating, adding, configuring BIOS settings and imaging, 32- bit and 64-bit, desktop and laptop systems to Confidential Domain, Active Directory and Altiris Servers using the Altiris Deployment Console
• Tracking and resolving service requests from multiple designated queues utilizing the Altiris and Deployment Console Software for approximately 600+ users, laptops and desktop systems in three facilities
• Following and working within Federal Government rules and strict regulations of Confidential, company policies, procedures and company established rules of conduct
• Accessing and erasing all data on all old IBM systems using the Kill Disk Software
• Experience in using the HP WebJet Admin Tool for tracking all Networked HP printers and Canon Copiers
• Configuring and troubleshooting IBM, Dell laptops Wi-Fi, TCP/IP and other connectivity issues
• Exercising Knowledge of Internet/Intranet technologies including security features and remote access technology using Windows Remote Desktop and the Altiris Deployment Console

Clerk/Helper

Confidential, La Porte, TX

Responsibilities:

• Generated and updated filing system for all vendor invoices, safety meetings, and employee work orders
• Entered time data for all Confidential personnel
• Assisted all Confidential personnel; Manager, Assistant Manager, Mechanics, Welders, in retrieving supplies from vendors for scheduled activities

Insulator

Confidential, Baytown, TX

Responsibilities:

• Installed and removed insulation from thousands of linear feet of pipe and many pieces of equipment
• Communicated with all personnel; Confidential, Confidential, Confidential Engineering, etc. when in area of jobsite to work safely and effectively on the procedures for properly updating the scheduled activities

Customer Account Associate

Confidential, Houston, TX

Responsibilities:

• Provided direct field service on all Confidential networked color and monochrome printers and scanners to ensure prompt and immediate solutions to 1000+ customers in the greater Houston, Baytown, Beaumont, and Rio Grande Valley areas
• Averaged a 98.9 in customer satisfaction and maintained customer confidence
• Offered technical assistance and phone support to customers, Confidential sales personnel, and authorized vendor service providers
• Provided printer installation, start up and commissioning as well as operational training for new installations in the greater Houston, Baytown, Beaumont, and Rio Grande Valley areas
• Responsible for Installing, Servicing, Networking, performing preventive maintenance, and keeping mileage records daily for re-imbursement purposes
• Performed Analytical duties such as setting up print queue’s on a TCP/IP network environment, and download print drivers on networked computer workstations, as well as troubleshooting network connectivity and ensure pinging with printing devices
• Scheduled and performed all training on operating the Docucentre, for all analog and digital copiers
• Use of a laptop for servicing equipment, uploading and downloading software into the units using E-doc
• Maintained service records and provided daily data entry on completed jobs and tasks to mainframe server