Summary

Multi-skilled highly analytical and detail-oriented Technical Specialist with over 10 years experience in demanding and high-volume Help Desk and Desktop environments as team lead and analyst. Able to multitask learn and adapt quickly to new environments and activities. Interact very well with a wide gamut of personnel in achieving complex and varied goals. Looking forward to secure a position with a well establish organization.

SKILLS AND PROFICIENCIES

• Hardware PCs Laptops Blackberry Printer/Scanner/Fax
• Ticketing systems- Power center ticketing system Centre Ticketing System Remedy Ticketing System HP Service Manager ticketing system
• Software Windows 2000/XP/Vista/Win 7 Microsoft Office Suite XP/2013 Active Directory Outlook 2003/2007/2010 Mozilla Thunderbird Novell Console One Internet Explorer /10/11 AS400 Rumba Documentum Lotus notes Thunderbird Citrix Microsoft Exchange Project Management Adobe Acrobat Avaya Symantec VERITAS Restores Deluxe
• Networking TCP/IP VPN Wi-Fi Mobile Communications Terminal Services Citrix/VMware Voice Communications Dial-up Networking Odyssey Juniper.
• Remote Tools Novell Timbuktu Symantec P
• Language Skills - Spanish and English.

PROFESSIONAL EXPERIENCE

Confidential

Deployment Technician

• Provide advanced troubleshooting for complex issues that appear to be related to the client operating system and/or any of the applications that are included in the standard client image.
• Participate in the development of policies standards procedures and processes for the reliable and secure operation of the Windows client environment thru Active directory.
• Participate in the development of technical standards related to the secure reliable implementation of new technologies within the Windows client environment.

Confidential

Help Desk Analyst Queue Monitor

• Reporting documenting and addressing SLC impacting issues and contact availability managers and point persons by creating conference calls to address service level impacted issues as well communicating issue status to management via email and by sending out pages.
• Established and managed conference calls and contacted point persons to join conference calls for service level impacting issues or crisis issues.
• Monitored the ticket system queues voice mails and completed the turnover to the next shift for continuity and preservation of service levels.
• Manage and implement Windows systems and services including Active Directory group policies to address workstation access.
• Perform software installations and updates to operating systems and layered software packages. Schedules installations and upgrades in accordance with established IT policies and procedures.
• Resolve end-user issues problems and questions.
• Provide Technical support to clients reporting one or multiple issues with windows base internal applications troubleshooting and resolving connectivity issues for local LAN WAN and VPN connections.

Confidential

IT Specialist II/ Queue Monitor

• Member of Escalation service group providing second level technical support request or problem to Help Desk in response to requests or questions as second level support assistance regarding Information Services support and organizations policies and technical procedures.
• Assisted troubleshooting for resolution of problem tickets entered by the Service Desk that cannot be resolved by level 1 support services.
• Participated as a Subject Matter Point Person resolving problems specifically related to Citrix internal applications companies software and hardware provisioning system telephone and data networks the department escalation group for escalation of issues not resolved at Help Desk level.
• Research resolve and respond to end-user issues technical problems and questions.

Confidential

IT Analyst II Service Desk Team Lead

• Used Remedy Ticketing System to manage and distributing incident tickets emails and voice mails coming to the help desk to a team of 12 helpdesk analysts in-house and remotely located.
• Provided leadership motivation direction knowledge base documentation and communication of process and reengineered procedures improving productivity and efficiency.
• Reported and communicated resolutions and escalations to upper management in a timely and efficient manner.
• Member of responsible team in charge of Lotus Notes to Microsoft Exchange migration process
• Provide bi-lingual technical support to over 40 000 remote users in Latin America at over 100 IT offices and supported more than 250 internal applications in English and Spanish.
• Demonstrated outstanding problem solving and listening skills in order to diffuse customer issues and maintain positive relationships
• Troubleshoot and resolve connectivity issues for local LAN WAN and VPN connections.

Confidential

Data Management Technical Support

• Responsible for taking inbound and outbound calls responding to technical product inquiries.
• Resolving issues and maintaining accurate information in database.
• Produced quality historical documentation for each call to ensure customer satisfaction and complete information for future Help Desk calls.
• Provided user software support for customers which included instructions on using the custom designed Windows based software identifying and troubleshooting COM port issues.

Bilingual Customer Service

• Provided bilingual customer support nationwide on glucose meter usage.
• Managing customer resolution in a timely courteous and professional manner.
• Received inbound and outbound calls provide assistance to clients healthcare providers on how to manage reset calibrate replace glucose meters over the phone.