Skills:

Languages spoken:

• Pular- write/read/speak fluently
• French- write/read/speak fluently
• English- write/read/speak fluently

Operating Systems:

Microsoft-Windows 98 Windows 2000 Professional Windows 2000 Server Windows 2000 Advance Server Windows XP Home Windows XP Professional

Windows 7 Home Windows 7 Professional Cisco-IOS Unix IBM-AIX, HP-UX , A Plus, Linux.

Hardware:

Compaq, Dell, Gateway, eMachine, Modems, RAM, Intel Processors, SCSI, 3Com-Network Interface Cards, Cisco routers:2500 series, Lexmark X125 Printers, HP DeskJet 672c Printers.

Software:

Microsoft- Office98-2003, Microsoft works 6.0, Word Perfect 6.0, Lotus Notes 1.2.3, Adobe Reader6.0, Visio, DE EDS Provider Electronic Solution, CiscoSIM, MS Outlook,

Outlook Express, Internet Explorer, Netscape, Ghost Office 2000, SMS, Dial-in-Access. BMC Server Automation Bladelogic , Solarwinds,Service Now, Heat, Spectrum, VMware-vSphere Client, Tidal Scheduler, Citrix Active Directory Administrative Center, DamWare Mini Remote Control , NetBackup-Java Version 7.5, WEBEX, Filezilla.

Technologies/Services:

• Installing Windows 2000 Professional from CD-ROM and from a Network
• Troubleshoot problems with Windows 2000 Professional Installation
• Automate Installation of Windows 2000 pro using the Setup Manager Wizard
• Deploying Service packs.
• Installing and Configuring Network Protocols such as TCP/IP, NWLINK,NetBEUI, DLC, Apple Talk
• Using test Commands: IPConfig, Ping, Pathping, Route, Netstate, Tracert, arp, ns lookup, net use, secedit
• File Transfer Protocol FTP , MMC Microsoft Management Console
• Device Manager, Registry Editor, Disk Management, Domain Name System DNS , Active Directory Services AD
• Setting up and Managing Local Users and Group Accounts
• NTFS and Sharing Permissions
• Share Folders
• Enabling Auditing Resources and Events
• Local Security Policy
• Setting up, Configuring, and Administering Network Printers
• Disk Monitoring and Quotas
• Encrypting Files System EFS
• Backing Up and Restoring Data NET backup
• RIS
• SysPrep
• Distributed File System DFS
• WINS
• Dynamic Host Configuration Protocol DHCP
• Dynamic Domain Names System DDNS
• Routing and Remote Access RRAS
• Virtual Private Network VPN
• IPSec
• Network Monitor
• Internet Information Service IIS
• Folder Redirection
• Domain Users and Group Accounts
• Organizational Units OU's
• Group Policy Objects GPO's

Experience:

Confidential

Computer Operator

• Processing nightly cycles for both Production and Test environments and update Excel spread sheet reports.
• Transfering and receiving files via ftp command and Filezilla software
• Connecting on various Unix and Window virtual servers via VMWare vSphere client.
• Unmanaging/Re-managing various virtual servers upon request via Solarwinds.
• Powering On/Off various virtual servers upon request by WinTel team members via VMWare Center
• Mounting drives, running and monitoring backups using Symantec NetBackup.
• Bouncing WebShpere instances upon request using wbscntrl or Bladelogic
• Monitoring Heat/Service Now tickets queue to track open incidents/and or requests and resolve them in a timely manner
• Monitoring Spectrum/Solarwinds and Lotus Notes emails Alerts, provide 1st level troubleshooting or escalating if necessary.
• Monitoring Tidal Jobs Scheduler, troubleshoot failures, take actions or escalate to Team members if necessary.
• Document all the activity Logs on all the System and documenting shift turnover as required
• Monitor and maintain systems in a 24x7x365 highly available production environment.
• Granting Temporary access to developers working on projects using Diagcheck, pwrdss or Citrix Admin.tools
• Adding/Deleting/Modifying Unix user accounts upon request.
• Reset/Unlock Unix LDAP accounts.
• Reset/Unlock Unix accounts using Sam, Userfix..
• Reset/Unlock AD accounts using the citrix AD admin.center tools
• Responsible for handling the Service Desk after hours administrative tasks:
• Provide systems monitoring, reporting, incident handling and troubleshooting of complex technical environments.
• Excellent Level 1 technical knowledge in some areas Network, Wintel, Unix, Security .
• Monitor ongoing operations and IT infrastructure performance with applications set to anticipate IT service problems SolarWinds, Spectrum etc. .
• Rack/stack equipment in the Data Center.
• Maintain and update Data Center Infrastructure Management DCIM .
• Monitor and respond to events within the Building Automation System BAS .
• Update and maintain documentation associated with processes and procedures run books .
• Assist with efforts to identify root cause and recommend solutions.
• Maintain and update all Data Center design documentation.
• Work with Facilities to provide Data Center power, cooling and structured cabling requirements.
• Physical installation include cable/label of all Infrastructure in Data Center environment.
• Coordinate with management all maintenance work scheduled in the Data Center.
• Identify areas for process and efficiency improvement within the Data Center and Enterprise recommend prioritized enhancements and oversee implementation.
• Ensure that systemic issues have appropriate resolution paths.
• Identify and document root cause for each event.
• Document and communicate event information using ITSM tool ServiceNow and email.
• Excellent interpersonal, written and verbal communication skills.
• Performs all other related duties as assigned.
• Ability to multitasking.

Confidential

Laptop Tehnician

• Daily responsbilities include:
• Receiving incoming Laptop from users and/or SAP IT departments from different locations in the Country via DHL delivery.
• Performing light Break-fix on incoming Laptops if necessary replacing bronken keyboards, swapping Hard Drives, batteries
• Cleaning Laptops and reassign them to new Hires and SAP ITdepartments fort their Stocks.
• Monitoring requested tickets thru the SAP CSS Software Intranet and e-mails and fullfilling requests
• in a timely manner.
• Configuring and Shipping Laptops to SAP consultants on the road via DHL.
• Answering general questions from users on how to perform:
• Remote Laptop Configuration
• Data Migration from Old to New Laptop
• Providing level one telephone support to SAP consultants working from
• Home and/or on the road users to reset/unlock their passwords as needed.
• Constantly inventorying Assets and Updating records thru the SAP ISP

Confidential

Global Service Desk Agent

• Provided level one telephone support for JPMCHASE internal clients globally as a single point of contact for any technology related issues.
• Administered user accounts on Windows NT, Novell, and Active Directory environments. Reset, unlocked, reactivated user accounts on various bank applications as well.
• Administered IBM Mainframe TSO, ACF and UNIX accounts through terminal emulators such as Attachmate and Reflections X as well as Telnet. Support for myTsys, TN3270 mainframe, KEON uat dev and production regions. HP3000 midrange, AS400 midrange
• Responsible for Troubleshooting, analyzing, triaging, resolving or escalating issues to second level support if necessary.
• Utilized Peregrine Servicecenter 6.1 ticketing tool and Serviceware
• Troubleshooting hardware including PC, peripherals and telephone systems
• Troubleshooting software issues including Microsoft Office and email applications such as Lotus Notes and MS Outlook.
• Ability to multi-task.
• Provide Remote Desktop support using LANDesk
• Provide Support with client working remotely from home using JPMC remote, VPN Client, and also ATAW software
• Troubleshoot Office 2003
• Extensive knowledge in Lotus Notes 6.5.4 and Outlook
• Knowledge in maintaining, and troubleshooting networked printers

Confidential

IS Technician

• Assignments also include building PC's, Inventorying the MIS department assets, rolling out old equipments, installing and configuring new POS Infogenesis terminals along with local printers, cash draws, Bergs, credit card swipes, scanners in all local bars and restaurants.
• Setting up new employee user accounts which included allowing them access to their department related folders, the internet, Outlook Express, installing network and local printers.
• restarted different servers, ran DB2, SDS daily, Sunday, Weekly, LTO and AS/400 back ups.
• Monitoring back up on a variety of servers and notate results in excel, report failures to the system person-on-call so they can remotely rerun the back up after I allow them access to the network.
• Answering a high volume of end users calls reporting technology related issues, logging calls as they come into the dpcall/center then troubleshoot and resolve them as quickly as possible.
• Provide first line response for users requiring assistance with information technology issues and problems.
• Respond to requests for technical assistance by phone or email and logging the issue in a help desk management system.
• Troubleshoot and solve PC issues remotely as well as desk side
• Track issues to resolution and update the internal knowledge base
• Escalate more involved problems to the appropriate Network and Application Support Teams.
• Act as a liaison between customers and technical escalation teams
• Configure, PCs and Laptops for deployment to users at Headquarters as well as satellite locations