SUMMARY: Strong Network/Desktop Support Professional with over ten years in the IT Field. Have good experience with tackling challenging problems, contributing to a team atmosphere and support customer service goals.

Certifications and Education:
Cisco Certified Networks (CCNA), ITLA, Santo Domingo
VoIP Certified, Quintum Technologies, New Jersey
Cisco Certified Instructor (CCNA)
Computer Science Technician, ITLA, Santo Domingo

Fluent in Spanish and English
Legally authorized to work in the United States
Technical Summary/Skills:

• Strong capability in Client / Server and LAN / WAN infrastructure.
• Expertly navigate networking environments using TCP/IP, DHCP, DNS, WINS
• Experience working Active Directory, GOP, Exchange.
• Successfully install and maintain Windows and Linux Operating Systems
• Perform network troubleshooting, setup and installation of network hardware and software
• Experience working with VMware and Lotus Notes
• In Depth knowledge of Microsoft environment
• Strong capability in supporting Laptops or Desktops including-Dell, HP, IBM and Apple
• Understanding of Microsoft Windows security concepts
• Experience with enterprise asset management, security / antivirus / anti-spyware and other administrative applications.
• Strong diagnostic and troubleshooting skills in computers, switches, servers, printers and more
• Exceptional customer service, ability to collaborate and troubleshoot

EMPLOYEMENT
IBM/Blue Cross Blue Shield Project Contractor
Confidential,
MA
Deskside Support Technician 10/2010 to 02/2012

• Provide support to currently deploy and upcoming IT assets and projects including, installing, configuring, diagnosing, maintaining and upgrading all hardware and software while ensuring optimal performance.
• Provides technical support to users for desktops, laptops and networks issues, locally and remotely (VPN).
• PerformsRoot Cause Analysis and Problem Management. Partners with stakeholders to make suggestions to solve issues
• Supports successful Desktop Operating Systems implementation
• Provide technical support and maintenance on new and legacy hardware and software
• ImplementAsset Management Services, and utilizeAsset Management Tools.
• Able to leverage Customer Specific Tools, Support Productivity Applications, ApplyCustomer Satisfaction Skills, Apply Knowledge of Wireless, and Apply Knowledge of ITIL.
• ApplyWindows XP and VistaSkills, Support PDA Device Synchronization, Apply Knowledge ofDesktop Virtualization, Support Macintosh, Apply Basic Networking Concepts, Perform Remote Takeover
• Confidential,

Easton, MA
IT Support 10/2009 to 10/2010

• Identified, diagnosed, and resolved Level One problems for users, personal computer software and hardware, internet and new computer technology in a production factory environment; communicated solutions to end-users.
• Installed, maintained, monitored and resolved faults occurring within IT network hardware
• Participated in the migration, configuration and rollout of new or upgraded hardware and software
• on all projects that interface across the organization
• Provided one-on-one end user problem resolution over the phone for personal computer (PC) software.
• Delivered tags, set up, and assisted in the configuration of end-user PC desktop hardware, software and peripherals.
• Experienced in Windows XP, Vista, Win 7, 2003 Server and 2008 Server and Exchange 2003 and 2007 Server
• Diagnosed and resolved end-user network or local printer problems, PC hardware problems and server, e-mail, internet and local area network access problems.
• Coordinated timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Installed Local Area Network cabling systems and equipment such as network interface cards, switches and routers.
• Confidential,

Abington, MA
Computer Technician 02/2009 to 09/2009

• Provided technical support for all computers in the academy
• Responsible for the repair and maintenance of printers, monitors, scanners and hardware
• Supervised installation of software, hardware, and additional computer peripheral and implemented upgrades
• Provided assistance at the helpdesk providing technical for office applications support to the staff
• Responsible for loading new software and systems on existing equipment.
• Tested systems to ensure the elimination of bugs or viruses
• Confidential,

Lawrence, MA
Network Administrator 01/2009 to 09/2009

• Responsible for installation, maintenance and configuration of computers in Windows, Mac and Linux environments (250 Laptops and 500 Desktops), evaluating the physical conditions, electric facilities and access to the LAN and WAN for the implementation under the established standard
• Provided support to users in computers (hardware and applications)
• Responsible for proper plant functioning, including planning for tech support
• Performed in small teams jointly to achieve singular tasks.
• Implementation of networks for external customers.

Confidential,
Santo Domingo, D. R. 
Network Operation Center Technician (NOC) 04/2006 to 11/2008

• Responsible for Quintum and Cisco Gateways platform (configurations, maintenances and support) and oversaw student employees
• Routed Carriers inbound and outbound
• Performed call termination and international traffic
• Interfaced directly with customers technicians via phone, email, and IM
• Performed Network configurations for optimum performance along with troubleshooting and problem resolutions
• Provided technical support to make customers successful and increase their business
• Experienced in Disaster Recovery for Servers Farm 20 serves(Windows and Linux Servers )
• Provided 24/7/365 on calls and On-site support
• Received customer inputs, diagnose, document, and reproduce the situation in our platform, work with Developers to resolve the situation, test the fix, release to the customer, create and review documentation, and be available on-call
• Responsible for Network Operation Center NOC

Confidential,
Santo Domingo, D. R.
Networking Technician / Support 06/2005 to 02/2006

• Assisted the IT Network Support Team Leader on incident Management, ensuring all calls escalated to 2nd line IT/network support are resolved promptly
• Maintained helpful lab surroundings for a client use
• Oversaw student employees
• Supervised installation of software, hardware, and additional computer peripheral and implemented upgrades
• Discussed with staff, student and personnel about IT requirements and concerns
• Secured lab materials and staff as essential for the lab operation
• Offered support in operation and repairs of computers and lab equipment
• Offered technical support to students, staff and faculty in computer lab settings
• Confidential,

Santo Domingo, D. R
IT Support Technician 05/2002 to 05/2005

• Responsible for maintaining user security accounts for window 2003 including Desktop configuration, network connectivity, network access issues and printer connectivity.
• Loaded new or updated software and systems on existing equipment.
• Responsible for managing LAN/WAN installation and arrangement for Network PCs performing connectivity, system setup, daily backup, network virus inoculation, hardware and software trouble shooting.
• Completed installation and configuration of windows NT/2000/XP/professional and applications.
• Responsible for troubleshooting, installation, configuration and repairing computer systems.
• Responsible for performing hardware and software performance regularly.

Confidential,
Santo Domingo D. R.
Computer Network Technician 08/1998 to 04/2002

• Supported and monitored AS/400 IBM System.
• Offered technical support for LAN and validated integrity of data.
• Recognized problems, established solution and made sure implementation were completed.
• Installed hardware and software, configuration for the network applications.
• Supported office equipment (printers, scanners, switches, routers, projectors, scanners)
• Performed installation of hardware and software for microcomputer and printer.
• Troubleshot software and hardware for the PC users.