SUMMARY:

• I am seekinga competitive and challenging environment where I can serve your organization and become an asset for your company. With the aim of using my excellent skills and technical knowledge to fill the position. Strengthen what has been learned to provide service to the entity that welcomes me.

TECHNICAL SKILLS:

• Windows offices 365
• Windows server 2016
• Linux
• Maintaining Computers and OS
• Advanced Networking
• Cisco Routing and Switching desktop support
• Administering Windows Server
• Cloud technologies like AWS & Azure
• Ethical Hacking, Network Defense
• Computer Forensics
• MIGRATION WINDOWS 10
• ACTIVE DIRECTORY
• WINDOWS SERVER 2012R12

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Troubleshoot and find root causes to software, hardware, and network issues
• Network/Systems Administration
• PC installation and configuration
• Performs detailed site surveys ensuring quality standards are met & obstacles are identified early in the installation process
• Performs planned maintenance/upgrade support ensuring that upgrades are complete within planned timeframes
• Removal of viruses/malware
• Software upgrades and installation
• Helping end users understand software
• Call clients’ vendors for warranty and troubleshooting issues
• Providing authentication using OKTA VERIFY
• Active VPN from the IMAGE app to request rolls access to any other Rolls.
• Using remote connection by teams, Quick assist, and CA PAM (active directory).
• Migration computer using Intune to any user around Latin American and south Florida.
• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customer expectations
• Ensure proper recording, documentation, and closure of tickets
• Recommend procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products, and services
• Monitor and maintaining Service Desk Application
• Inform management of recurring problems or issues
• Stay current with system information, changes, and updates
• Record, track, and document the help desk request problem - solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Work collaboratively across Business, IT Operations, IT Applications teams to quickly resolve desktop issues, set up and maintain desktop configurations and fine tuning, and keep desktops current with the latest patches and updates.
• Responsible for resolution of incidents assigned via the Incident Management System by monitoring the ticketing queue to prioritize, allocate, and ensure timely resolution of tickets
• Interface directly with and interview partner teams to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements, and escalation points.
• Follow best practices for desktop support with a focus on continuous improvement
• Performs hardware & software installs, desk moves, adds and changes as required.
• Apply trouble shooting and problem-solving skills to guide and assist the user community on issues related to design, development and deployment of desktop hardware, and desktop applications.
• Collaborate with application project teams by participating in project UAT testing for desktop dependencies
• Work with IT Leadership for continuous improvement of customer satisfaction
• Provides level 2 technical support in a professional manner to customers by researching and answering questions, troubleshooting problems, maintaining hardware performance and documenting and closing tickets efficiently.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Documents and updates troubleshooting procedures, operating manuals and user guides.
• Completes tasks via email, ticket system or remotely with some phone contact and/or travel to site locations to troubleshoot equipment hardware and software problems.
• Sets up computers and installs desktop software applications. Tests network connections to ensure proper functioning of computer systems.
• Communicates customer concerns and recommends improvements to our development and engineering staff.
• Responds to escalated request from help desk for issues related to computers, phones, printers, faxes, and scanners.

Confidential

Jr. desktop SUPPORT

Responsibilities:

• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
• Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and another computer and telecommunications equipment.
• Install and support PC, laptop, tablet and mobile hardware and software.
• Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
• Participate in hardware and software reviews and recommend purchases.
• Maintain inventory of installed software, manage software licensing and create policies and procedures for upgrades.
• Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.
• Analyze and make recommendations for hardware and software standardization.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
• Ticket service (service now).
• Active Directory
• (Create user, group and credentials for the users)
• Migration from windows 7 to 10 about 1300 user.

Jr. Desktop Support

Confidential

Responsibilities:

• Provided technical support for computers configured systems, ensured network connectivity, and installed and tested hardware and software.
• Resolved computer issues for headquarters personnel.
• Solicited bids, negotiated, and provided best cost options for all computer hardware and software company wide.
• Install, configure, maintain, and test computer hardware, thin clients, software, and peripheral equipment.
• Installed, configured, and supported Dell desktop and laptop computers

Desk SUPPORT

Confidential

Responsibilities:

• Performance of activities such as Office, Antivirus, Backup of Information, unlock machines and manage Passwords.
• Provided Technical support to group of users.
• Promote the modernization of activities for users.
• Continuity of the operation and joint improvement.
• Service now.
• Windows server 2012R2
• Different companies for total 1000 users