CAREER OBJECTIVE:

To obtain a full - time IT support position where I can share my talents and grow in my area of expertise

SUMMARY OF QUALIFICATIONS:

• Strong problem solving skills and creative thinking
• Proficient in installation, configuration, and troubleshooting
• Ability to work well independently and as a team player
• Languages: Fluent in both English and Spanish, speaking, reading, and writing
• Technical experience in windows 7, 10, OS X, Active Directory, office 365, GPO, I-Phone, Smart Phones, VOIP phones
• Knowledge in TCP/IP configuration, VPN, Citrix VMWare and Citrix Remote Support
• Experience with network troubleshooting, including Routing assignment ports Network cables on Switch Box for Network connectivity,
• Knowledge in creating, Deploying, Cloned Windows images by using Kubuntu Fog Server, supporting Windows 7, 10. Office 10, 13, 16, Outlook applications, Web E-mail and Active Directory accounts
• Processing service tickets, users ‘requests in customize Win7 setup and installs, Wipe-and-Load and Side-by-Side Deployments and migration from XP to windows 7, Norton ghost and SCCM images, backup and restore users Data and customize computer install applications from the network Server share drive, Oracle Virtual Machine
• Granting Access Rights and Permissions in Group Policy and Active Directory on Windows Server 2012
• Installing, repairing, and troubleshooting basic internal/external hardware and operating systems technologies
• Installing, Configuring and troubleshooting Office 365, Network Printers, Cisco Phones
• Troubleshooting failed client-side Corporate network connections, Share Drives, VPN and E-mail accounts for site/remote users
• Call Center Experience, answering/making phone Calls, Emails and Instant Massages.
• Create and update technical Documentation in SharePoint
• Creating and follow-up incidents or Request on ServiceNow or Remedy Ticketing System, and assisting users with various systems issues
• Creating user’s e-mail account in Exchange Server 2013 by login in in Exchange Admin Center and applying e-mails restriction, setting Quotas, Creating and adding e-mail accounts in Distribution List

WORK HISTORY AND EXPERIENCE GAINED:

Confidential, Chicago, IL

Help Desk

Responsibilities:

• Answering and Making Phone calls to Internal Users by Phone, Skype and through e-mails
• Opening/Closing, updating, following up, assigning and escalating tickets in ServiceNow
• Creating/Resetting and Unlock passwords for user’s account in AD, Outlook E-mails and VOIP Phones. Enable and Disabling users and computer in Active Directory
• Setup, creating, adding and Troubleshooting new and old user’s profiles on VOIP Cisco Phones
• Installing network Printer through Printer Server and troubleshooting user’s computer Remotely through desktop/laptops and Thin Clients and troubleshooting VPN for Remote Users

Confidential, IL

Help Desk Technician

Responsibilities:

• Answering, making calls to internal users by Phone, Skype, and through Outlook e-mails
• Opening/Closing, updating, following up, assigning and escalating tickets in ServiceNow
• Creating/Updating Users and user’s e-mail accounts in SAP, AD, and office 365 by adding/removing Security Groups, Distribution List, setting Mailbox quotas, mailbox security, enabling and disabling e-mail accounts in exchange and Active Directory,
• Configuring and Troubleshooting e-mail access, Active Directory, Cisco VPN, VOIP, and Office 365
• Creating. Configuring, Deploying and assigning user’s Desktop and Application in Citrix Studio
• Installing master images, configuring and troubleshooting Citrix Web access desktop and applications
• Creating/Resetting and Unlock passwords for user’s account in SAP, AD, Outlook E-mails and VOIP Phones. Enable and Disabling users and computer in Active Directory
• Installing Software applications in Software Center through SCCM by adding them in the user’s profile through AD
• Upgrading, Troubleshooting, Installing and Migrating Outlook e-mail application to Office 365 for laptops/desktops and Mobile devices
• Installing LAN Printer through Printer Server and troubleshooting user’s computer Remotely through Citrix GO TOASSIST remote application, Log me in, and TeamViewer

Confidential, Oakbrook, IL

Help Desk Administrator

Responsibilities:

• Building, Imaging, Deploying and Refreshing new Dell computers with WDS Backing up and transferring data from computer to computer over the network. Installing, upgrading software applications and performing windows updates
• Installing, configuring, assigning and testing Cisco IP communicators (Softphones) to new users.
• Installing, configure and testing VPN connections to access network resources
• Assigning computers to new and existing users and setting up, troubleshooting E-mails accounts in Outlook and creating new and existing user’s profiles, creating, updating user’s account information, Password resets and enable and disable accounts in Active Directory
• Troubleshooting wired and wireless Network connectivity and creating scripts and troubleshooting map share drives
• Joining new computers in Active Directory and Moving them through OU, applying new GPO updates and applying Hard Drive Encryptions,
• Creating, sharing and updating documents in SharePoint
• Opening and closing tickets by using Zendesk ticketing system
• Fixing and troubleshooting Local and Remote users with GO TO Assist Citrix application

Confidential, Chicago, IL

Desktop Support

Responsibilities:

• Imaging, Deploying, shipping and refresh new Laptops/Desktops to new and existing users using SCCM Software
• Backup and Restore User’s profiles, creating and setup new Outlook e-mail account on the new computer install
• Migrating and Restoring Network Printers, User’s files and settings and Mapping Network Drives on new computers
• Installing computers and Updating computer information in Excel datasheet for computer inventory
• Migrating from Windows 7 to Windows 10
• Fixing and Replacing Computer Hardware, USB port, Network/wireless card, Hard Drives, CD Drives, Motherboards

Confidential, Schaumburg, IL

Help Desk

Responsibilities:

• Serve as the initial point of contact for customers and associates requiring assistance with hardware, software, or network incidents, requests or problems. Answer calls and emails from internal and external customers, as well as address incident tickets which are submitted directly by the clients via Remedy ticketing system. Responsible for monitoring the status of ticket queues to ensure the time to respond and time to resolve (SLA) are being met
• Answering incoming calls, web-submissions, and emails through Cosmos web application from users experiencing Computer and mobile issues
• Troubleshoots, analyzes, resolves, tracks, escalates and accurately document various technical problems and resolutions (IE, Office applications, software, hardware, local and network Printers mobile devices and client specific applications)
• Respond to email messages for customers seeking help. Ask questions to determine nature of problem. Walk users through problem-solving process. Installing and troubleshooting VPN for Mobile Remote Support
• Install, modify, and repair computer hardware and software. Creating E-mail accounts profiles in Exchange and Outlook 2010 Client and managing Distribution Groups in Exchange management console. Unlocking and resetting Domain Password in AD in windows Server 2012
• Clean up computers viruses. Run Hardware diagnostics Software to fix/resolve Hardware problems. Resolve Network connectivity issues, Follow up with customers to ensure issue has been resolved. Gaining and giving feedback to customers about computer usage
• Escalate tickets to appropriate next level support if issues cannot be resolved within the timeframe standards. Ability to perform basic account security tasks: password reset, account creation, account termination

Confidential, Lauderdale, FL

Baxter Pharmaceuticals/ Desktop Engineering and Help Desk Support

Responsibilities:

• Building, Installing, Imaging, Refreshing and Migrating Dell, Lenovo and HP computers with Windows 7 and creating, adding computer account and resetting password in Active Directory, and modifying GPO
• Troubleshooting, and replacing Laptops computers Hardware and Software
• Opening and closing tickets with Remedy/ITS portal and service desk Web base application
• Deploying or Shipping new computers to users Office locations
• Assign, Rename and joining computers with user profiles to domain Network
• Installing and troubleshooting Outlook 2010/2013. Installing desktop application over the network
• Migrating and backing up user profiles over the network Remotely, Assign Local Group Policy for Domain users
• Troubleshooting VPN and wireless network connection, troubleshooting wireless Mobile phone devices
• Fixing and troubleshooting printer network connectivity, Xerox, Lexmark

Confidential, Desplaines, IL

Field IT Technician

Responsibilities:

• Install, fix, maintain and troubleshoot POS systems hardware, Debit Reader, check/receipt printers, troubleshooting cash Registers, Monitors, Thin and Dell computers, gun scanners. Epson and NCR printers
• Open and closing tickets with SLAs Update and report computer issues in Remedy ticketing online system
• Password Reset, troubleshooting e-mails accounts, installing network printers.

Confidential, Chicago, IL

IT Support

Responsibilities:

• Patching & porting network cables from Cisco Switch Box/patch panel
• Installing, connecting, and configuring computers and Mobile Devices, Androids and IPhones
• Installing, configuring laptops, network printers and faxes, IP Phones, and ATMs machines to work and communicate properly through the Network