SUMMARY:

• A highly motivated 15 + years’ experience professional who is dedicated, enthusiastic & fully bilingual in Spanish.
• I am an aggressively responsible candidate who is customer service driven, dependable & can perform under minimum supervision & extremely comfortable in a high - paced environment. I bring a strong, diligent work ethic & a strong desire to learn new tools & skills, to build upon my existing experience & grow into new roles.
• I am a proactive self-starter, with strong communication skills, & demonstrated proficiency resolving PC and user issues, hardware issues, also have written multiple technical & training SOP / Kb documents for use with both internal & external customers.

PROFESSIONAL EXPERIENCE:

Confidential, Orlando, FL

IT Help Desk Analyst Tier 2 Administrator

Responsibilities:

• Performing first-line troubleshooting for end users, including answering how-to technical support questions, providing systems & network status, supporting a wide variety of encrypted proprietary software / hardware + off-the-shelf applications & computing platforms.
• Resolves global technical problems & answers queries in a fast, efficient & secured settings manner by telephone / email / chat or ticket systems in support of internal or outside vendor computer hardware, software, network, sub-systems applications. access & mobile apps & encrypted telecommunications device systems & supplier portals &biometrics.
• Resolve help desk incidents & issue new ticket requests assign to advance tiers engineers as required. Provide end users with a reference number for their incident / request & reset network & application passwords. Accurately & thoroughly document all their global security requests.
• Working in constantly changing, fast paced, high level IT global team of Federal agencies / US government global environment we support every branch of US military & various Federal civilian sub-contractors / sponsors / vendor personnel. Acting as their 1 level point of contact for new & existing incident & all InfoSec managed services & ID proofing background requests.
• Work in a Service Now ticketing system / good understanding of Active Directory systems to unlock & reset passwords & help troubleshoot network & global end users on various servers & encrypted systems. Plus, administrator support role for end users on Microsoft exchange servers & office & outlook 365, + several other applications experience of most software & tools.
• Handle multiple factor authentication for all Military branches & Federal agencies + Federal civilian sub- contractors work & personal IOS / Android mobile device support, their VPN access / remote connectivity support, Some basic cloud management optimization, database & token Web-based application support & development + Admin. ID / security access management
• Assists with navigating around various application menus & sub-systems applications, cloud migrations. As a Admin. help end users with McFee EPO anti-virus / bit-locker & other encryption / decryption keys / digital certificates renewal to authenticate credentials & remote access. Troubleshoot network connectivity issues, work with remote global end users in all branches of Military / various Federal agencies & federal civilian subcontractors Confidential / cornerstone, exostar / Experian, NASA, NSA, DoD, DOJ, DHS etc. employees posted remotely & globally on various encrypted networks. Identify process & procedures which need to be corrected or added to the Knowledge base ID management portal, to uphold internal & external DoD / NIST policies & Quality Assurance Standard Operating Procedures.

Confidential Orlando, FL

IT Administrator / Information Systems Field Technician

Responsibilities:

• Performed troubleshooting & installs, maintain, upgrade repair of all hardware, OS & All applications software as needed. Installed & configured All employee end-user’s profiles credentials & their computer desktop & laptop workstations & peripherals. Configured workstation networking file shares & all printers plus virtual remote badge access.
• Create & test user account login & application functionality for workstations & software affected by the migration. Imagine & deploy workstations, Resolved & help closed daily technical support Helpdesk tickets process relating to user profile network log ins & email password domain resets. Created & modified end user active directory accounts, passwords, emails according to approved HR security rights access & disable accounts requests & people soft HR access management oracle systems.
• Performed migration of user accounts between Remote tools & Active Directory domains using Microsoft Active Directory Migration Service (ADMS) / SCCM / RDP / PDQ / Belarc /VMware / Citrix / Star / Sunrise / Form-fast / Tele-tracking / papercut / MPF Set up / Imprivata / horizon view / McKesson Surgical manager etc. Also monitored & updated multiple various networks sharing drives. As I Migrated end-user data & credential settings from old to new systems profiles for several hospitals in the Orlando area. I Provide end user training of new system migration & Active Directory domain transition & VPN remote access for all current & new employees. Plus, document SOP’s & create scripts to increase productivity timing. While maintain 24x7 availability via remote access or on call mobile for data center helpdesk after hours for hospital staff & Identity Access Management administrator support.

Confidential Maitland, FL

IT Security Administrator 1 / Compliance Specialist

Responsibilities:

• As a Security Administrator I was responsible for providing a second level of technical support expertise for All InfoSec Adm. Daily functions & I dentity and Access Management to analyze, monitor, & resolve all network trouble tickets. I am the support contact for all end users & various LHH Global personnel & HR Global Directors & VPs. As This position interacts with all other LHH Global Technical / Engineering & Developers & global vendor supply chains & ERP data analytics.
• Process all New Hires & Terminations Network Access per request from Global HR Managements. Provided Network User Access Setup / Log Monitoring / QA Documentation. Manage, Execute & Review all security requests. Set up Emails, Passwords, Network & Domain access & resets in Active Directory & SQL & Cloud servers in a QA production Database Analyst Development environment.
• Ensure all changes are properly administered under the control of the security & Network framework. Open & resolved Helpdesk Technical tickets in response to backup issues, error conditions or any other unusual messages noted during job log Network review, troubleshooting network anomalies / failures .
• Process Daily Threat Analysis & Encryption of all hardware, Antivirus on the enterprise servers & Assign & manage to completion the appropriate service group for investigation & correction. Manage, Execute & Review security projects. Provide backup to Networking Engineering & other IT staff. Mostly dealt with Enterprise Change Controls, Incident Management, New Hires, Terminations, + inventory of encrypted devices, Monitored & review Anti-Virus & Threat Analysis Reports, Spam, Phishing in daily & weekly outage reports. Also Set Up VPN & Managed the Technical Trouble Ticketing systems queue for our global internal help desk tier 3.
• I Produce Daily, Weekly, Monthly Network & Users status reports & onboarding respond to other Global Management requests. Provide other assistance for Internal Auditors, Ernst & Young Auditors & Global Clients Including providing recertification documentation for employees & Global Depts. Created, disabled & modified end user active directory accounts, passwords, emails according to approved HR requests & various database application ID management systems. oracle & share-point admin.
• Help Define security requirements, designing secure solutions for both cloud & on-premises IT implementations, developing & executing test cases & providing general cyber security support in accordance with policies, procedures, standards, & best practices Documenting & communicating the security standards, policies & solutions to allow for quicker & easier end user adoption

Confidential Orlando, FL

IT Service Desk Support Analyst

Responsibilities:

• 24x7 Global Service Help Desk environment. Provided helpdesk support to end-users of proprietary software. Automate tracking of inactive & log out accounts & group policies.
• Global Employees databases are moving from Peoplesoft to Oracle cloud & Windows / 365 Office Environment. Assigned & Verified / Updated via HR or Director or direct Managers Employees records & Emails & benefits Access & passwords in English & Spanish Worldwide.
• Used various onsite systems including Service Now Ticketing Systems & Active Directory to regenerate & update Employee Profiles & Adm. Rights (Username / Password issues) Emails / VPN & Server / Network access. Keep users notified of password expirations.
• Document all issues and generate reports detailing common problems & error trends. Investigated reported issues & walked customers through service protocols to rule out numerous problems. Migrated Windows from Oracle to AWS & other operating systems remotely & other cloud services.
• As an Identity & Access Management Tech was responsible for provisioning support which included Global ticket management, Internal Help desk, and knowledge of All privilege methodology with security rights, permissions & groups, experience with Active Directory, Service Desk / Remedy & various multi-platform Mainframe systems.

Confidential, Orlando, FL

National Retail Account Executive

Responsibilities:

• As a Corporate Trainer was Responsible for Instructing Retail locations & 3 rd part vendors like Best buy & Walmart employees how to deliver an extraordinary experience through technical & sales cross training. To meet & exceed monthly sales objectives. My daily objectives are answer all Technical & Sale related questions. As the Confidential &T local point of contact I provide regular feedback, coaching, observations & sales trends communication to achieve competitive results. I ensure talent & high performance is recognized to management .

Confidential Orlando, FL

Advanced Repair Lead Agent

• Provided on-site computer, network, mobile, home theater, & software / hardware equipment installation & repair services to clients. Assisted other Agents & Best Buy Sales Employees, educate clients on proper technology usage such as safe Privacy & Security online habits without using technical jargon. While I Maintain, repair & service client technology devices accurately & swiftly. Detect, analyze & remove malware from infected computer & Mobile devices & password resets.

Confidential, Maitland, FL

Network Ticket Support Operations Engineer

Responsibilities:

• My role Confidential Ericsson was mainly resolving network engineering related alarm ticket issues for enterprise level customer’s mostly Provision RF cellular Voice & Data / WAN / EVDO Tickets that utilized Ericsson & Sprint’s Telecom Global Network & Various Cisco equipment both hardware & software like Cisco Call Manager & CCX. We provided our Corporate & Govt. contract clients with both traditional & professional network monitoring managed support services for their secure LAN, VOIP, DATA, Video, Wireless & virtualized networks in a 24x7 global data NOC environment & Facebook telecom infra project.
• As a member of the CPM-Customer Problem Management NOC Engineering Group I dealt with many daily task in this 24x7 global environment network operations, as a Ticketing Analyst Support Technician role I received, analyzed & monitored & resolve network problems in RF cellular & Data maintenance & Network Engineering in a timely SLA fashion, plus active directory password reset providing remote support & troubleshooting of network devices root issues analysis, as well as monitoring & diagnosing Service Now & Remedy alarms. Created, disabled & modified end user active directory accounts, passwords, emails according to approved SLA’s & HR request.

Confidential, Maitland, FL

Specialist I-Voice Support Network Engineer

Responsibilities:

• Maintained business customer accounts & troubleshoot resolutions for Wind Stream Data products & services. I performed diagnostic functions to identify points of failure & resolve in a timely manner or coordinate with internal departments or external vendors for resolution plus, active directory password resets. Also maintained the various Cisco equipment both hardware & software like Cisco Call Manager, CCX & various ITSM tools.
• As a Network Engineering Technician, I determine & provided 1st-call resolution or escalate issue to level providing fastest customer resolution. I trouble shoot & resolve voice & data issues as identified by Cisco Equipment on various network monitoring platforms & maintained customer generated batch trouble tickets.
• Escalate network related failures & degradation to Tier 3 Technicians & management including the appropriate LEC’s & NOC support group whenever appropriate for immediate resolutions
• Provision & troubleshoot analog & digital voice lines, pulled circuit design info & trouble-shooting T-1 & T-3 circuits. Ensure that all pending tickets are picked up by their priorities & existing tickets are followed up on to make sure the customers are timely contacted & ticket duration times are consistently met.

Confidential, Orlando, FL

National Retail Territory Corporate\Trainer

Responsibilities:

• I was responsible for all Blackberry accounts & products Confidential all 3rd party vendors & all Best buy stores in Central Florida. Where I trained & answered all technical & sales questions to the mobile & geek squad employees & their customers Confidential local Central Florida stores & how to provision devices.

Confidential, t Petersburg, FL

Bi-Lingual (English / Spanish) Technical Support Lead Specialist -

Responsibilities:

• Provided technical & customer service & sales support for all cable & phone / internet services, including cable-modems & Cisco Routers for residential & commercial customers & maintained Provision NOC trouble tickets. I acted as a key escalation resource SME & assist with the daily BHN CFL operations & patch implementation upgrades & outages.
• Also maintained the various Cisco equipment for both residential & enterprise accounts both hardware & software like Cisco Call Manager & Avaya VOIP Systems.
• Received numerous contacts & diffused escalations each day & ensured customer satisfaction & revenue growth through the retention of VOIP telephone, data & video ISP broadband products & services plus Account & email password resets & 24x7 tier 2 & 3 IT helpdesk Analyst.

Confidential, Maitland, FL

RSR Lead Manager Supervisor Technical Enterprise

Responsibilities:

• I Was responsible for the day-to-day supervision monitoring of all CFL Data center analysts, Tech Support reps. Act as the 1st point of escalation for the IT analyst NOC Support team. Ensure timely metrics within NOC / SOC & provide KPI-driven analysis as SOP Business requirements & SLA’s.
• Served as a principal link between residential & business customers in western & central Florida. With the focus on being an internal / external IT Supervisor help desk SME tech for all the leads & supervisor & data center helpdesk line which were monitored Quality Assurance calls in the various call centers.
• Managed, cross trained & motivated various call center reps & tech support depts & field tech installer agents both in house & the outsource techs in central Florida. Created, disabled & modified end user active directory accounts, passwords, emails according to approved HR request.
• Coordinates the duty shift table for the NOC operations & carefully allocates IT staff members (NOC technicians & NOC engineers) on different shift duties for ensuring the whole NOC shift works in an efficient & effective manner. Was Liaison between Tech support Reps, Data center Analysts, Directors, Service Delivery Managers & Supervisors, Team Leads Confidential the various data call centers.
• I oversaw 2nd shift & sometimes helped the overnight switch & on call bridge tech meet with field techs & various vendors for schedule & Emergency server maintenance of daily NOC SOP operations in a 24x7 / 365 Global Telecom, ISP, Data Call center environment.
• The main aim for this constant managed coordination was to ensure that the networking system runs efficiently without any loss of interruption of data, power, or service quality & lack of privacy / security.
• Primarily dealt with call center end users, business & residential customers, vendors, engineers & the whole technical CFL team. Ensures that the systems & technologies used are constantly maintained & upgraded to remain day to day business relevance.

Confidential, Tampa, FL

Global Dispute Manager / Account Project Manager / Business Systems Analyst

Responsibilities:

• Network Engineer support for confidential - dispute management team for all European markets & Most of World executive structure Fortune 500 Corp. accounts. Analyzed corporate billing account data by auditing / research & provisioning of engineering from Corporate Sales to IT Service Management Teams. Mined data from all systems for InfoSec & Data NOC Fusion Center analysis with the purposes of determining the disputes & closing the Network Trouble Tickets on Cisco Equipment.
• Managed & resolved overly complex International Most of World (Mow) billing inquiries & technical disputes for signature Top 500 EVPN & Enterprise customers while working directly with domestic & International account Executive sales teams & IT / provisional MPLS Engineering staff.