Education

Associate of Applied Science in Electronics, DeVry Institute of Technology, GPA 3.2

Technical Summary                                

8+ years Technical Support Experience * 10+ years Customer Service Experience * Installed, configured and maintained Windows XP/7 * Windows 8 * MAC OS X * Installed, configured and administered Windows Server 2008 * Network Administration * Active Directory * TCP/IP * VPN Technologies * LAN/WAN/WLAN Support * Desktop/Laptop Hardware Support * Printer Support * Remote Control Support * MS Office 2010 / 2013 / 365 * MS Outlook 2010 / 2013 * Mobile Devices (iOS, Android, Windows Phone 8) * Symantec Ghost 8.0 * SCCM * LANDesk * Citrix * VM Ware * BMC Remedy

Career Track

TxDOT (NTT Data)

Desktop Support Technician...................................................................................................November 2013 to June 2014

• Provide Break/Fix solutions for 500 TxDOT employees within a 100 mile radius of HQ Office
• Install memory, hard drives, motherboards and peripherals when needed
• Assist in resetting network passwords in Active Directory
• Performed Hardware and Printer Refresh of 500 machines in the South Region
• Push approved software via LANDesk
• Installed, configured and maintain Windows 7, hardware and company utilized software

Independent Contractor

Computer Technician Contractor......................................................................................January 2013 to November 2013

• Perform short-term projects upgrading clients to Windows 7, installing routers, switches and servers, installing network printers, computers, POS systems, IP Phones along with cable management and replacing faulty hardware when needed

South Texas ISD

Desktop Support Specialist................................................................................................October 2012 to December 2012

• Provided Windows XP and 7, MAC and iPad support for 50 users

• Installed printers, scanners and other peripherals as needed

• Provided software/hardware break/fix solutions on a daily basis

• Reimaged desktops/laptops using Ghost 10

• Wired a classroom, reimaged desktops and joined them to domain

Tetra Pak

Technical Support Engineer.........................................................................................September 2010 to September 2011

• Global Support of over 50,000 associates worldwide via phone; Bilingual Support: English / Spanish

• Closed an average of 20 Incident Tickets a day

• Handled an average of 15 calls a day
• Created ID’s, Exchange Accounts and added new Workstations, Servers and other devices in Active Directory
• Pushed software to users with approval via SCCM
• Supported Windows XP/7 plus mobile devices ie; iPad’s, iPhone’s, Android

Computer Sciences Corporation

Service Support Technician…………………………………………………………………………………July 2008 to July 2010

• Handle 35 inbound calls on a daily basis for over 5000 United Launch Alliance employees

• Adhere to strict SLA’s set by client in order to provide excellent service

• Created Accounts and reset passwords in SAP and Active Directory

• Troubleshoot Network and VPN connectivity

• Configured and Support MS Outlook and Office 2007 remotely

• Document all calls in Unicenter Service Plus Ticketing System

• Adhere to 80% First Call Resolution

First Choice Healthcare

Desktop Support Technician……………………………………………………………………..October 2007 to February 2008

• Supported Windows XP, software, hardware and printers on desktop and laptops for 35 employees
• Troubleshot and resolved any hardware and software issues regarding Windows XP, MS Office XP and 2007, MS Outlook 2003, printer drivers, monitors, hard drives and memory
• Monitored LAN/WLAN and upgraded all desktop pc’s with IEEE 802.11g wireless network cards
• Created and Administered Network Accounts in Active Directory
• Assisted in designing, implementing, installing and supporting 4 Windows 2003 Dell Blade Servers, 1 Windows 2003 Dell Server, 3 switches and a firewall with CAT 6 cabling
• Served as backup to Network Administrator in maintaining the company’s LAN and WLAN

McAfee

Software Support Engineer …………………………………………………………………………………April 2007 to July 2007

• Provided Level I Support for customers handling 30+ calls a day for McAfee Anti-virus Enterprise 8.5i software issues on Windows XP/Vista and Windows Server 2000/2003 platforms
• Documented all steps taken into internal web-based ticketing system
• Followed-up with users who had open cases to ensure timely resolution of issue
• Used an isolated network in conjunction with Microsoft SQL to reproduce customers environment to assist in troubleshooting
• Escalated cases to Tier II if issue not resolved on initial call