PROFESSIONAL SUMMARY:

• Highly analytical professional seeking to leverage related formal education and professional experience to transition into a position where a drive to provide outstanding service in end user support can be utilized.

TECHNICAL SKILLS:

• Windows XP/Vista/7/10 (Win 10 pro & Enterprise)
• Windows Server 2003/2008
• Microsoft Office
• Microsoft Active Directory
• TCP/IP
• IP4/IP6
• Wise/Dell/HP thin clients
• CompTIAA+
• CompTIANetwork +
• ITIL
• Duo Mobile & Maas 360 MDM

PROFESSIONAL EXPERIENCE:

Confidential, Scottsdale, AZ

Senior IT Analyst & Level 2 IT Engineer

Responsibilities:

• Responsible for 3 buildings in all aspects of IT.
• Networking protocols, server maintainence and quality management of server rooms, IT Asset Management for incoming (New assests) and outgoing (old E - waste/Recycling) management.
• Daily duties do include email issue resolution, VPN via Cisco Anyconnect and also LogMeIn of most employees who are remote across teh U.S and here in Arizona.
• All responsibilities within Active Directory, laptop fix and/or reimage, Along with a laptop wiping project of over 400 laptops (Dell & Lenovo).
• Responsible for all hardware connections, reconnect and trouble issue management for Lenovo tickets for teh company as they are all on laptops (Lenovo L13's).
• Responsible for teh recollect of assets (docking stations, monitors, laptops, company phone and Ipads) from terminated or resigned employees back into inventory and get them ready for a new employee, Trainig and setup of new employees and their equipment on how to use them and how to contact for support.
• As in IT there are many things on teh daily that happen and me am here to resolve them.
• As teh only Local IT person for teh company me am always on-call and have a company phone.

Confidential, Chicago, IL

Level 2 IT Engineer

Responsibilities:

• Responsible for reviewing tickets coming into North American region. Supporting all North American End Users. 25 to 35 tickets daily..
• Responsible for MDM project with MaaS360 on tablets and Ipads for teh purposes of teh stores and its employees and inventory.
• Daily duties include email issue resolution, VPN via TeamViewer, all responsibilities within Active Directory, laptop and pc fix and/or reimage. Cisco United Admin and all other misc duties needed for teh IT team.

Confidential, Phoenix, AZ

Senior IT Analyst

Responsibilities:

• Responsible for reviewing all tickets coming into teh service desk for over 9k end users and assigning them to support specialists, as well as personally handing 40-50 tickets a day.
• Controlled and implemented Duo Mobile for inventory purposes, verification, and programming for mobile devices such as phones, tablets and laptops.
• Installed and software into mobile devices, maintained and troubleshooting most issues as well.
• Daily duties included working on systems support, telephony, triaging ServiceNow tickets, and assigning them. Technical environment included Windows, Active Directory, VMware, VPN, and Citrix.
• Resolving most cases and assign to teh correct departments that were required to get final resolution.

Confidential, Phoenix, AZ

Senior IT Admin & Analyst

Responsibilities:

• Operated as service point-of-contact for helpdesk, helping to diagnose, troubleshoot, and resolve approximately 40 tickets per day.
• Assisted in programming operating system for Windows 7 and 10 across all franchises.
• Used Duo Mobile for mobile device support, including employee phones, as well as setting up tablets and supporting them for new clinic locations.
• Provide daily technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, and system maintenance. Set up computers and install software. Technical environment included Windows 7/10, Active Directory, and mobile device support.
• Proven ability to diagnose, troubleshoot, and resolve technical problems.
• Quick learner with strong working knowledge of software, hardware, networking, operating systems, and security applications
• Outstanding communication skills; developed a background of working well with students and co-workers in one-on-one and group settings.
• Performed duties of asset and configuration management systems
• Demonstrated ability to TEMPeffectively prioritize & execute tasks while under pressure.

Confidential, Mesa, AZ

Bilingual Technician 2

Responsibilities:

• Bi-lingualSME for a suite of proprietary software applications, Windows 7, and troubleshooting customer issues and complaints
• Subject matter expert for “MEZ” proprietary application for customers in South American countries like Chile, Colombia, Brazil and also in European nations
• Troubleshooting typically involved embedded Windows operating systems, network devices, and hardware such as PLC (programmable logic controller) and HMI (human machine interface) devices
• Manual testing of applications
• Tracking of 45-60 calls per day utilizing Remedy,Salesforce ticketing systems
• Remote support for field technicians, Dispatched field service technicians if problem could not be resolved remotely
• IP address validation/Ping,VPN diagnosis and connectivity troubleshooting
• Advised and walked customers through application uses and functionality
• Received calls from business clients and diagnosed issues with proprietary and highly automated paint production machines in order to troubleshoot and resolve problems remotely

Confidential, Mesa, AZ

Advanced Tier 2 Bi-Lingual IT Lead

Responsibilities:

• Tier 2 technical support and troubleshooting of customer U-verse Services.
• Responsible for teh successful troubleshooting of customer IP gateways (CPE routers) and port forwarding requests.
• Conducted research into technical issues and products as required.
• Conducted standard troubleshooting of PCs and various equipment.

Confidential, Phoenix, AZ

Spanish Desk Team Lead

Responsibilities:

• Led and trained a team of 25 sales and support specialists on a daily basis, mentoring them to ignite growth and promotion within teh company.
• Generated daily phone reports from CenterVue and Avaya Communications phone system.
• Monitored agents monthly to ensure team members provided teh highest level of customer service and met goals for average speed of answer, abandon rates, and hold times.