PROFESSIONAL SUMMARY:

Experienced multilingual IT professional with over 5 years of technical support and customer service background. This talented individual works well independently or in a group setting providing all facets of end - user support, desktop support and network support such as troubleshooting, installations, and maintenance. His in-depth knowledge and understanding of vast software packages and operating systems helps to resolve technical issues and concerns in a timely manner.

TECHNICAL SKILLS:

• Basic to intermediate router configuration (Mikrotiks, Cisco, Belkins, TPLinks), including static and dynamic routing and essential switch configuration (Juniper and Cisco), including installation and diagnostic test.
• Intermapper (network monitoring utility), The Dude (network monitoring utility) Air Control, SiteScope (application monitoring tool), Spectrum CA (network monitoring tool), Prognosis (ATM’s and POS monitoring utility).
• VoIP installation, diagnostic, configuration of sip trunks, pbx system and IP phones. (Ayava, Nortelco).
• Essential virtualization (VMware Player, Workstation and Fusion, Citrix)
• LAN Cable installation,
• Remote access (LogMeIn, TeamViewer, Remote Desktop, OpenVPN, Windows Remote Assistance)
• IP Networking and IP firewalling (Fortigate, Load Balancers management, F5).
• Microsoft products (Office Suite 97-2016, SharePoint, Windows XP to Windows 10, Windows Server, Office Communicator and Lync Communicator, Microsoft Deployment and Microsoft Software Center, Office 365) installation, diagnostic and configuration.
• Linux server/client installation, diagnostic and configuration.
• Mac OS X server/client installation, diagnostic.
• Email client installation, configuration and diagnosis (Outlook Office 365, Thunderbird and Lotus Notes).
• Internet browsers installation, configuration and diagnosis (Safari, Opera, Mozilla, and Internet Explorer).
• Hard Disk Encryption Software (Symantec, PGP and McAfee).
• Internet Security Suite installation, configuration and diagnosis (Avast, ZoneAlam, McFee, Panda and Watchguard).
• Ticket system (Vantive, Remedy, CRM helpdesk and ITSM).
• Accounting software installation, configuration (QuickBooks, Peachtree and Microsoft Money).
• Microsoft Active Directory essentials.
• Blackberry server essentials.
• Mobile Iron
• JAMF apple management
• Smart Phones and Mobile Devices
• Blackberry OS
• Iphone IOS
• Android OS iPad’s

BUSINESS CREDENTIALS:

Confidential, Hartford, CT

Help Desk Specialist

Responsibilities:

• Design and create curriculum including objectives using the SMART method.
• Deliver and convey using various methods, such as instruct-led, one-on-one, hands-on, groups, computer-based and lectures.
• Provide feedback using the 'sandwich' technique and coaching using the Confidential model to all service desk analysts, identifying highlights, gaps in knowledge and opportunities of improvement.
• Act as a Subject Matter Expert and support over 90 plus Tier 1 service desk analysts.
• Provide technical to all new hires in the service desk on call handling, process adherence, soft calling software, ticket priority, technical troubleshooting, ticketing tools and ITIL.
• Able to carry out technical for 1 batch of 13 associates successfully for a period of 2 months with only a 1% attrition.
• Responsible for ensuring technical solutions are develop, deploy and transition smoothly by documenting knowledge transfer.
• Ensure a smooth and seamless handover of new services into our service desk.
• I attend escalations from user’s and tier 2 teams, monitor attendance and queues, ensure SLA’s are met, interface with management in regards content/organization of our knowledge base repository and interface with other LOS (Line of Services) Managers/Team Leads to coordinate and address cross functional issues/resolutions.

Confidential, Windsor, CT

IT Support Engineer

Responsibilities:

• Supported managed services such as but not limited to deployment, configuration and troubleshooting of servers (MS server 2012 & 2016), print servers (local and network printers, exchange (office 365), LAN, WAN, Wireless Networks (Meraki), VPN, cloud base storage (Acronis, QNAS, Unitrends) and end user computing (Windows 10, Office 2016) using various centralize management tools (SolarWinds, Autotask, IT Glue), VoIP (Avaya, Cisco).

Confidential, Windsor, CT

Field Service Engineer

Responsibilities:

• Asset imaging using various tools such as JAMF apple management center and Microsoft Deployment.
• Hardware and software troubleshooting (Windows & Mac OS X).
• Asset management practices to track inventory of hardware and software, including disposal.
• Coordinate manufacture service repairs and warranties on computers.
• End user level 2 support via phone call, email, Skype, remotely (log me in) and face to face.
• ServiceNow IMAC tickets, incident and tasks.

Confidential, Stamford, CT

Desktop Support Technician

Responsibilities:

• Tier 2 desk side support for users in a multiplatform environment (Windows & Mac OS X).
• Lead liaison between end user computing and Tier 2/3 support groups.
• Imaging and software deployment via Microsoft Deployment, Microsoft Software Center, JAMF apple management and Mobile Iron.
• Hardware & software diagnostics repairs on desktops, laptops and mobile devices.
• Set up and configured Virtual environment using VDI’s, Microsoft App-V, Citrix, Oracle Vbox and VMware.

Confidential, Berlin, CT

Service Desk Analyst

Responsibilities:

• First point of contact for end users.
• Used ITIL incident management cycle to troubleshoot tickets, escalate and route them accordingly in ITSM system.
• Created knowledgebase documents and add them to knowledgebase repository.
• Use various IT tools to unlock active directory accounts and password resets.
• Supported various business applications such as Microsoft Office, Windows 7 professional, Novell, and Microsoft Sign-on authenticator, Cisco VPN, Citrix XenApps and Lotus Notes.
• Provided phone support and virtual support using VNC viewer, Remote Desktop, Remote Assistance and Novell Console One

Confidential, San Juan, Puerto Rico

Network Technician

Responsibilities:

• Monitored WAN, LAN connections, business applications, POS transactions, servers running on multiple platforms, VoIP, firewalls, load balancers by using server monitoring tools in NOC environment.
• Initiated first level triage with other support groups.
• Escalated and routed incident according to priority and severity.
• Performed daily test on diverse systems to validate functionality and stability.
• Created reports and checklist for senior management.

Confidential, Mayagüez, Puerto Rico

Senior Technical Support Help Desk

Responsibilities:

• Tier one support for internal end users and IT related queries.
• Triaged via phone and remote assistance for servers, hardware, software, password reset, active directory and email support.
• Technical consultation for Microsoft products (Office suites, Windows 7) McAfee Antivirus and other proprietary applications.

Confidential, San Juan, Puerto Rico

Tier 1 NOC Technician

Responsibilities:

• Provided telephone, on-site and remote support for customers with, LAN, WAN, VoIP (deployment), terminals, servers, printers. Routers, switches and IP cameras problems (configurations, updates, installations).
• Supported field technicians with configurations of CPE’s (customer premises equipment).
• Monitored and mapped network using various tools, The Dude (Open Source) and AirControl (Ubiquity proprietary).

Confidential, San Juan, Puerto Rico

Customer Service

Responsibilities:

• Served as first lever support via phone and remote access from a NOC environment to customers with connections problems, slow browsing, latency, bandwidth issues, essential router configuration, routing problems, port forwarding, Van’s and email configuration issues.
• Monitored network, LAN and WAN links; provided reports of recurrent outages to other departments and/or clients affected.
• Opened and followed up on service ticket; provide updates and resolutions to customers and managements.
• Troubleshot radio frequency equipment Motorola Canopy access points, Redline, Ubiquiti and PTP 600.