SUMMARY:

• Have 20 years of work experience as a Computer Specialist, Network and E - mail Administrator, Extended experience as a Help Desk technician, IT, Inventory, Analyst, Programmer, etc.
• Fully bilingual: English and Spanish.

TECHNICAL SKILLS:

Networks: Novell NetWare 4.x, Microsoft Server (AD-Active Directory); familiar with DHCP, TCP/IP and DNS Administration; VAX (VMS) Mainframe, Unix & Solaris 9, Microsoft LAN Manager/NT, all Macintosh Operating systems since 1987 including Mac book OSX 10.2, Wireless Cisco Linksys.

Applications: Citrix Remote Access, Macintosh, Windows X, Blackberries 7100T, Telnet, FTP, Novell Group Wise 5 & Exchange 5.5-2003/Outlook 2003 E-mail and Analyst & Designer using System Developmental Life Cycle (SDLC) and Video Conferencing PolyCom, Adobe Reader &Photo shop, WavePad Sound Editor.

Software: Microsoft Office Suite (Word, Excel & PowerPoint), Norton Ghost 2003, HTML, Visio, McAfee End Point Encryption, Service Desk, Support Magic, Track It, Remedy, Dbase3 & Clipper, MS Access and familiar with Oracle 10g, MS Project, Anti-Virus McAfee, Fix It and Norton, DVD43 and Handbreak video transcoder.

WORK EXPERIENCE:

Confidential

Help Desk/Network Administration/IT Support Tier

• Support of 4 Agencies in person, over the phone and using remote desktop tools. Remedy Help Desk ticketing system, McAfee End Point Encryption & Antivirus, Active Directory, Blackberries, Apple & Windows support and Imaging. KVM Switches, Inventory & Resources office secondary duties. In emergencies work as Tier 1 on the phones, Tier 2 installation of hardware to users including VIP’s and Tier 3 Network, AD, McAfee Web / Server support Administration, Microsoft Server 2008, Exchange / Outlook & Microsoft System Center & Office.

Confidential

Help Desk Tier 1 / Network and E-mail Support Tier

The Heritage Foundation - Support 800+ users in person, over the phone and using remote desktop tools.

• Respond to support requests made in person, by phone and email, document the problem, fix or escalate it and update resolution in a ticket management system. Shift quickly between several tasks, detail oriented. Support wireless users. Install, configure and troubleshoot Microsoft Server 2003 clients and Apple/Mac peripherals. Install and troubleshoot air cards from Sprint and AT&T. Support Audio/Video equipment, network connectivity including Printers and Scanners.
• Support and troubleshoot: Microsoft Office, Internet Explorer Share Point and Microsoft System Center Configuration Manager, Numera Track It Enterprise Edition 7.0, Adobe Reader 9 & PDF conversion.
• Work with Exchange E-mal and Outlook 2003, Symantec Ghost, Desktop/Laptop installs, AD Active Directory, Mozilla Firefox 3.5 Web Browser, Blackberries support; troubleshoot LAN, WAN and VPN.

Confidential

Helpdesk Tier 1 / Network and E-mail Support Tier 2

• Worked as: a Consultant, Helpdesk support for DOJ/DEA Applications; Network Administration using Microsoft Server 2003 and E-mail Administrator using: Exchange and Outlook 2003.
• Helpdesk support on various DOJ/DEA Mainframe and Web applications over the phone and using remote desktop tools. Creation and updates of Helpdesk support tickets using Service Center.
• Troubleshoot E-mail accounts problems using: Exchange and Outlook 2003.
• E-mail, Phone and Voice Mail Helpdesk support including Network Administration using Microsoft Server 2003.
• Troubleshoot software like: Jet Forms, Microsoft Office Suite, and others.
• Helpdesk support for Printers, Workstations, Blackberries and Network connectivity issues.

Computer Specialist Tier 1 and 2

Confidential

• Worked as an E-mail Administrator using Novell GroupWise 5, Exchange 5.5 and Outlook; Network Administrator using Novell 4.x (NDS-Novell Directory Services) and Microsoft Server ; Help Desk Support Technician and Hardware Inventory; Analyst using the System Developmental Life Cycle (SDLC); Worked on Management Tasks in UNIX Solaris 9, SUN Servers, Telnet and FTP to update our Novell Group Wise 5 E-mail, Programmer using Microsoft Access, Lead chairperson for the evaluation of Government Grants, representing ETA and 10 Regions on the DOL Common E-mail Systems and the migration to MS Exchange 5.5/Outlook. Blackberries 7100T support, Citrix Remote and Web Access troubleshooting.
• Instructed employees in the use of scanners, color printers, desktop publishing, spreadsheets, graphic programs, Created an MS Access Database for inventory using Track-It 6.0 and Crystal Reports.
• Contacted vendors for warranty agreements and provided quotes of hardware and software.

Confidential

Installer

• Worked as an: Installer and Trainer of Electronic Media Claim System for Triple S.
• Performed EMC system installations at customer offices and hospitals.
• Volunteered to modify the EMC System done in Clipper; saving time and money to the Agency.

Computer Specialist

Confidential

• Worked as a: 3Com Network and E-mail Administrator, Helpdesk Technician, and Analyst/Programmer.
• Upgraded the Summer Employees System and created another Executable version using Clipper.
• Help Desk technician for computer repair, LAN and E-mail installations in D.C. and 10 Regions.
• Updated the Users Network, E-mail accounts, and printer links using 3Com Network OS.

Computer Assistant

Confidential

• Worked as a: Programmer, Analyst, Designer and Trainer using DBASE III Plus and Clipper.
• Created a System of Summer Employees with applicant’s info, reports and random selections.

Office Clerk I

Confidential

• Worked as an: Inventory personnel of hardware, office supplies with reports for the Auditors Office.
• Completed the inventory of hardware & office supplies on the warehouses.
• Created reports for the Auditors.