SUMMARY:

• A highly proficient and self - starting communicator effective at managing professional relationships between end-users, strategic leadership, and third-party vendors in the Information Technology (IT) field.
• 7 years’ experience in Information Technology, Administration
• Bilingual: fluent in both English and Spanish
• Proven ability to work minimal or no supervision and make difficult decisions in demanding situations
• Expert in managing time and priorities for deadline project completion
• Interpersonal skills, detail oriented, organized, highly motivated, and productive

Information Technology: Provided phone, walk-up, and e-mail support for 10,000+ employees and contractors worldwide concerning down server/systems, Access Permissions, Configuration, and Hardware issues. Able to troubleshoot and resolve problems, or escalate issues to IT Management, or Tier Two departments when appropriate. Coordinated deployment with Desktop Support Team during project rollouts such as SAP conversion, Lotus Notes-to-Microsoft Office Outlook 7 conversion, and the migration upgrade from Windows XP to Windows 7 throughout the company. Knowledgeable Support for Blackberry, iPhone/iPad support, Windows 7, and the ERP Production module of SAP. Assisted ERP Security, Onsite Support, and the Networking teams for on-boarding process of new employees and contractors. Support end user use of Cisco and Tandberg audio/visual and video conferencing systems located at world-wide locations.

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Desktop Support Engineer

• Provide day-to-day technical support on end user device hardware.
• Install, configure and troubleshoot end user devices including desktop, laptop systems, scanners, tablets, wired and wireless phones and other telecommunication devices.
• Maintain passwords, data integrity and file system security for the broad end user device environment.
• Communicate highly technical information to both technical and nontechnical personnel.
• Monitor ticket queue via Remedy.

PC Technician

Confidential

• Deployed new PCs for start time users, transferred data, and wiped hard drives for PCs identified for disposal or re-use.
• Monitor Remedy ticket queue to ensure all assigned tasked are completed.
• Collaborated as a team deploying and testing software and hardware.
• Install monitors, speakers, document scanners, workstations, network printers.
• Install and test Dragon Speech Recognition Software.

Smartphone SpecialisT

Confidential

• Provide Android and iPhone support online in real-time.
• Software and hardware support, from how to delete text messages and everything in between.

PC Technician

Confidential

• As a team member, contributed in hardware & software deployment.
• Install monitor drivers.
• Update work stations.

A/V Installer

Confidential

• Combined efforts with others install and mounted AV equipment.
• Mount TV panels, speakers, projector screens, projector.
• Run Cat5,6 and speaker wire.

PC Technician

Confidential

• Collaborated as a team deploying and testing software and hardware.
• Install monitors, speakers, document scanners, workstations, network printers.
• Install and test Dragon Speech Recognition Software.

Computer Set-Up Coordinator

Confidential

• Coordinated with A/V team setting up audio and video equipment. (PCs and printers).
• Assist clients withvWebEx, Video and Audio conferences.
• Order toners for printers.
• Keep inventory of PCs.
• Inventory of Toner Cartages(HP) .
• Troubleshot issues with PC set-ups (internet connection, no display, adding printer to PC, Printer not printing, jams, copies with lines or not copying correctly (HPs and Xerox Printers)
• Make copies of client’s confidential and non-confidential documents at a large and small scale.

Technician

Confidential, Rockville, MD

• Initial diagnose and trouble shoot software's in mobile telephones
• Trouble shoot issues over the phone with customers
• Follow up with customers, via phone /and email
• Assisted with the copying, scanning and reporting of customer calls and surveys

Technician

Confidential, Rockville, MD

• Diagnose and trouble shoot software's in mobile telephones.
• Refurbishing mobile phones to factory setting.
• Encrypt MSL (Master Security Lock) and SPC (service programming code) codes into refurbished mobile phones.
• Replace damaged parts with cosmetic wear and tear.
• Help in maintenance of warehouse.

IT Support Specialist

Confidential, Arlington, VA

• Troubleshoot computer hardware and software problems through personal contact and remotely
• Provided day-to-day support and maintenance for Campus Area Network users (100+ people) on a Microsoft Windows network.
• Configured and troubleshot network connection.
• Maintained an updated inventory list of assigned serial & service tags #'s, Model, Issue Date, and User Information.
• Installed and configured Windows XP systems, with the necessary applications to meet school standards
• Instructed users (over-the-shoulder training)on how to use unfamiliar standardized software.
• Researched software solutions for specified departmental requirements and made recommendations.
• Upgraded IT equipment and components.
• Troubleshoot and resolve computer hardware problems.
• Reimaged student computer laboratory utilizing Ghost and Cloning software.

TECHNICAL PROFICIENCIES:

Software- Adobe Photoshop, Adobe Flash, MS Office Suite, HTML/XHTML, JAVA Scripting, PERL, PHP, Shell scripting, SQL, XML/XSL, Visual Basic, Visual C++, Norton Ghost

Protocols- Session Initiation Protocol (SIP), Media Gateway Control Protocol (MGCP), Enhanced Interior Gateway Protocol (EIGRP), Routing Information Protocol (RIP), Internetwork Packet Exchange (IPX), Routing Table Maintenance Protocol (RTMP), Transmission Control Protocol/Internet Protocol (TCP/IP), File Transfer Protocol (FTP)

Hardware- PCs, Monitors, Wireless Laptops, Blackberry’s, iPads, Dell and HP Printers, Laptops, Desktops, Servers, VOIP Phones, Cisco Switches, Cisco Routers, Wireless Devices, Tactical Communications Equipment (Radios, Blue Force Tracker), and Global Broadcasting Systems (GBS)

Tools: - Active Directory, Group Policy, Remedy, Remote Desktop, VMware, SNMPc, Telnet, Cisco Unified Communications Manager (Call Manager), Call Manager Express, Spectrum Analyzer, AN/PYQ-10 Simple Key Loader (SKL), AN/CYZ-10 Data Transfer Device (ANCD), and Network Toolkit . MS Office Suite, Outlook 2007, Active Directory, NETiQ, Altiris, Symantec, Citrix XenApp, VPN, Kronos, SAP Production, ERP Security, SRM, SharePoint Cloud, RSA Token, NETiQ, Lotus Notes, Unix, Albase, Sybase Server, Tivoli Enterprise, WatchDog Console/TEC, CICS regions, TMON, VERITAS NT Backup, (TSM) Tivoli Storage, Management, Internet Explorer 7, 8 and 9

Operating Systems- Linux, UNIX, OS X, MS Windows 7/Vista, MS Windows XP/2000, MS Windows 98B/95, and MS Windows 3.1 Windows 7, Windows XP, IBM Aix, Unix/Sun OS/Solaris, Legacy Tape Systems, HP/Open-view, IBM SYS390/MVS, ES9000, AS400, AIX, VAX, VMS, Alpha-CIM. Platforms include Bull/Honeywell, Tandem, and Hewlett Packard servers, PCs, Maestro and IBM

Network Operating Systems- Apache Server, MS Windows NT, MS Server 2003, and MS Exchange Server 2003

Network Systems- Exchange Server, Global Broadcasting System (GBS), TIGr server, Command Post Of the Future (CPOF) Server, Trusted Computing Base (TCB)

Networking- IPSec VPN Tunnel, DNS, SNMP, DHCP, QoS, IP Addressing, Configure Cisco Switches, Configure Cisco Routers, Fiber, CAT-5, CAT-6, COAX