5 years experience in modern mobile pc management with remote monitoring
4 years experience in operating system migrations
Excellent Customer Service

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Professional Experience:

DistributionNow – Houston, TX
Helpdesk Support (5/2014 to 7/2014)-(Contract)

• Provide support on site (remotely with Bomgar) for Windows 7
• Maintain user accounts, security groups and group policies in Active Directory.
• Email clients support using Microsoft Outlook, troubleshooting mailbox issues.
• Troubleshooting issues Microsoft Office 2013.
• Maintenance, diagnose, troubleshoot HP and RICOH printers
• Troubleshoot on a daily basis a variety of problems with Android and iPhone.

Univision Houston - Houston, TX
Helpdesk Support (6/2012 to 12/2013)

•Provide support to more than 400 end-users on-site and 4000 off-site using remote support software, such as Bomgar and Dameware or by responding to email requests.
• Provide support to VPN connections.
•Diagnose, troubleshoot and desktops and laptops running Windows XP, Windows 7 and Mac OSX.
• Create and maintain user accounts, distribution groups, security groups and group policies in Active Directory.
•Develop training guides for end users and fellow technicians.
•Sophos antivirus installation and update.
•Train newly hired Help Desk technicians.
•Troubleshoot on a daily basis a variety of problems with Blackberry, iPhone.
•Manage user profiles and activations on Blackberry Enterprise Server
•Manage the security on sensitive folders and assign permissions to authorized security groups, or users, using Active Directory and Windows Server 2003/2008.
• Maintain, diagnose, troubleshoot and resolve HP and Dell printers.
• ETOC Team (Enterprise Technology Operation Center)

Condado Home Care – San Juan, PR
Desktop Support/System Administrator (12/2010 to 12/2011)

• Identify, diagnose, and resolve problems with Windows Server 2003 servers, personal computers running Windows XP, Windows 7 Identify, diagnose, and resolve network problems.
• Provide one-on-one end-user and customer problem resolution on site, and remotely, for personal computer software, hardware and peripherals.
• Deliver, tag, set up and assist in the configuration of end-user PC desktop hardware, software and peripherals.
• Diagnose and resolve network or local printer problems, PC and Mac hardware problems and server, email, internet, phone, local-area and wide area network access problems on site and remotely.
• Coordinate timely repair of PC and Mac computer equipment covered by third-party vendor maintenance agreements.
• Perform desktop hardware repair for PC and Mac computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Manage and configure email accounts and email clients (Microsoft Office 2007).
• Install local network cabling systems and equipment such as network interface cards, hubs and switches.
• Install, configure and maintain home and business users’ computers remotely using the latest software and best practices.
• Be on call. Always have the cell phone on and be available to assist clients or put them with technicians that can assist them. Develop training manuals and procedures for end users.
• Research products and services to adopt in the company.
• Create, deploy and manage wireless networks.
• Manage clients’ online backup solutions.

Intelligent Technologies – San Juan, PR
System Administrator\Desktop Support (1/2008 to 12/2010)

• Provide support remotely with LogMeIn or assisting clients on-site.
• Installation and configuration for Windows XP, Windows Vista, Windows Server Business 2003 and 2008.
• PC assembly and upgrades
• Create and maintain user accounts, distribution groups, security groups and group policies in Active Directory.
• Manage the security and sensitive folders and assign permissions to authorized security groups, or users, using Active Directory and Windows Server 2003/2008.
• Mailbox creation, management and troubleshooting in Exchange Server 2003.
• Email clients support using Microsoft Outlook, troubleshooting mailbox issues.
• Troubleshooting issues Microsoft Office 2003/2007.
• Maintenance, diagnose, troubleshoot printers from different manufactures.
• Cabling and structured wiring installation.
• TrendMicro installation on servers. Client installation, management and updates through console web console.
• Backup Solutions with VERITAS backup.

Caribbean Micro Services – San Juan, PR
Desktop Support (8/2007 to 1/2008)

• Installation and configuration of Windows XP.
• PC Assembly.
• User Management using Active Directory.
• Support clients with issues in Microsoft Office 2007.
• Printer installation, support and maintenance.
• Cabling and Structured Wiring.

Casiano Communications – Santurce, PR
Helpdesk Support (8/2003 to 1/2007)

• Providing technical assistance to remote users.
• Support clients with email clients Outlook 2003 and Lotus Notes.
• User Management using Active Directory.
• User mailbox management in Exchange Server.

Education:

FullSail University
Winter Park, FL (3/2013)
Bachelor of Science in Computer Animation

Computer Certifications
Microsoft Certified IT Professional in Windows 2008
Microsoft Certifies Systems Administrator Windows 2000
Comptia A+ & Comptia Network+ Certified

References Available Upon Request

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Skills:
Fluent in English and Spanish
Programming Languages
HTML CSS JavaScript
JQuery T-SQL

Software
Microsoft Windows (XP/7) Active Directory Blackberry (BES Server)
Windows Server 2003/2008 Remote Desktop Adobe Photoshop
Apple OS X Mountain Lion Office 2013 Adobe Illustrator
Absolute (Ticket System) Office 2010 Adobe Dreamweaver
Service Now (Ticket System) Office 2007 Autodesk Maya
Remedy (Ticket System) Office 2003 ZBrush
Heat (Ticket System) Sophos Antivirus
LogmeIn Trend Micro Antivirus
Bomgar Exchange Server
Dameware VERITAS Backup

Hardware
Dell PC HP Servers Xerox Printers
HP PC HP Laptops RICOH Printers
Gateway PC IBM Laptops Linksys Routers & Adapters
Apple Mac PC Dell Laptops D-Link Routers
Apple Macbooks & iBooks HP Printers
Dell Servers Canon Printers