SUMMARY

• Thirteen - year experience in Information Technology as a Bilingual, English to Spanish computer, network, security, software/application technical support subject matter expert, supporting computer network hardware/software, applications, servers and virtual desktops in the Financial and Health Care Industry while providing exceptional customer service.

PROFESSIONAL EXPERIENCE

Confidential, San Antonio, TX

Network Administrator Manager

Responsibilities:

• Manage and support desktop support ticketing system using Atlassian Jira Software
• Create and develop Knowledge Base Articles for internal IT Dept. and End Users
• Manage office supplies and asset inventory of network and computer related equipment.
• Manage IT equipment purchases and IT projects
• Manage and train other desktop support technicians
• Coordinate wif HR (Human Resource) New Employee Access and IT Setups.
• Manage network user accounts and network access via Active Directory
• Manage IT Security Network Access Audits/Reviews
• Manage and maintain Microsoft network servers including file shares
• Manage & support Microsoft Windows 10 Operating Systems environment including repairs, upgrades, new installs, and new employee windows profile setups.
• Support WFH - Work from home users, VPN connections, ISP connections
• Deploy, maintain and upgrade PC’s, laptops, printers, audio-visual systems
• Deploy, maintain and configure telecommunications Polycom devices including management of hosted IP PBX Fonality/HUD system.
• Manage and maintain Endpoint Security using Sophos Anti-Virus/Anti-Spyware protection.
• Manage ESET Secure Authorization MFA (multi-factor authentication - Yubikeys)
• Manage and maintain Network Synology Storage array - firmware upgrades and SSD replacements.
• Manage Atrium Facility Security Access Control System
• Manage and control multiple video surveillance systems

Confidential, San Antonio, TX

Desktop Support Technician

Responsibilities:

• Manage & support Microsoft Windows 7 & 10 Operating Systems environment including desktops, laptops, tablets and other peripheral devices.
• Coordinate Windows 7 to Windows 10 migration, upgrades and computer replacements.
• Image computers, support & install computer hardware and software.
• Test various systems, processes and applications to determine compliance wifin established policy.
• Setup and support VPN network connections.
• Manage computer hardware and software Asset Inventory
• Support Microsoft Office Suite 2013, 2016 and office 365.

Confidential San Antonio, TX

Desktop Support Technician II

Responsibilities:

• Support Microsoft Office Suite 2013, 2016 and office 365
• Support Citrix Xen App Desktops using Citrix Studio and Director.
• Test various systems, processes and applications to determine compliance wifin established policy.
• Provide information and communication for testing, upgrades, and rollouts in support of corporate, divisional and systems initiatives.
• Image Dell laptops and desktops using Microsoft SCCM and Active Directory wif Windows 10 operating system and migrate existing windows 7 laptops to windows 10 backup and transfer data using USMT Scan State and Load State process.
• Deploy all hardware and software to new hires and setup at specified locations.

Confidential, San Antonio, TX

Remote Support Specialist

Responsibilities:

• Troubleshoot Internet Service Provider connectivity issues and setup and configure Cisco 800 Series routers for work at home employees.
• Provide technical support for Citrix virtual desktops using Citrix Studio and Director and thin client hardware.
• Provide Application Support, mobile device support, laptop and desktop support.
• Provide support for Cisco Any Connect VPN connectivity and security access.

Confidential, San Antonio, TX

President/Technician

Responsibilities:

• Directed marketing and promoted video surveillance equipment sales
• Directed Installation plans and conducted video surveillance equipment installations.
• Configured network video recorders on existing networks and configured new networks.
• Manage/supervise two employees who provide video surveillance Sales, installs and technical support for clients.

Confidential, San Antonio, TX

Technical Support Analyst

Responsibilities:

• Provided incident ticket monitoring and resolution to minimize incident queue. Worked closely wif other departments such as Voice, Network and Application Support teams to troubleshoot and escalate incident issues.
• Supported various Microsoft Operating Systems such as Windows XP/ 7/8/10. Imaged Laptops and desktops using Microsoft SCCM. Troubleshoot Hardware and software issues.
• Conducted local area network printer setup and troubleshoot network issues.
• Provided Citrix XenApp and Desktop Virtual Server support by conducting citrix session restarts to minimize down time for end users.
• Provided Windows Server support by actively monitoring server alarms and alerts and conducting server restarts to minimize down time.
• Supported and configured and deployed Symantec Virus updates in an enterprise environment to minimize security breaches and virus threats.
• Provided projector video/audio support for meeting presentations in conference rooms
• Managed asset inventory and disposal for Hardware and Software. Created and managed Active Directory and Microsoft Exchange user accounts and permissions.

Confidential, San Antonio, TX

Bilingual Help Desk Analyst

Responsibilities:

• Remotely installed and configured banking software. Assist users wif VPN/Network connectivity issues.
• Troubleshoot Microsoft Office issues including Outlook, Excel and Access.
• Installed, troubleshoot and configured network printers remotely.
• Assisted users in resetting and enabling user account passwords via active directory.

Confidential, Omaha, NE

Engineer I, Systems Support (Network Operation Center)

Responsibilities:

• Monitored and troubleshoot over 100 remote branch offices wif circuit network/voice connectivity issues.
• Drove multiple incidents to resolution and escalated others to higher level for immediate attention until final resolution.
• Provided root cause documentation and preventative actions via Remedy ticketing application. Provide concise status updates on incident resolution progress to a broad audience including senior technical and business leadership.
• Provided weekend Technical support in absence of Desktop Support, assisting end users wif software and hardware issues over the phone and onsite.

Confidential, Omaha, NE

Network Engineer Intern

Responsibilities:

• Installed and configured Cisco routers and switches and Out of Band network management devices.
• Provided cable management support for network infrastructure.
• Managed Asset inventory for network equipment.
• Created and designed network partner Visio drawings, detailing specific network connectivity information and technical documentation.