Edward F. Ursua Contact #: 806-***-****

**** ********* **.

Austin, TX 78744 abkirp@r.postjobfree.com

Objective:

Seeking a position to utilize my skills, abilities and extensive experience in the Information Technology Industry that

also offers professional growth while being resourceful, innovative and flexible.

Work History:

02/2007-Present FirstCare Health Plans, Austin, TX

Desktop Support Specialist II

Responsible for provisioning, installation, configuration, operation, and maintenance of desktop systems

hardware, software and related infrastructure to ensure quality of service in system hardware, operating systems,

software systems, and related procedures. Provide tier 3 desktop and telecom support, including: first point of contact

in all telecom, computer hardware, software and telecommunications issues and requests from our company Helpdesk

personnel. Strong experience with Microsoft System Center Configuration (SCCM) system administration. To include

monitoring systems, troubleshooting, implementing improvements, and coordination of software & application

deployments. i3 (Interactive Intelligence) Administrator responsible for day to day and technical support for all I3

users and implementation of version updates as directed. I3 Customer Interaction Center (CIC) System Administration,

including 800#, DNIS Change Coordination, IVR and Schedule Changes. New Agent and Call Routing Setup.

Responsible for Queue Management, Monitor and resolve internal tickets related to the I3 system, Audio and Video

recording archiving and retrieval, Train users and management on I3 applications and functionality, as needed. Gather

requirements from internal clients for additional I3 functionality. Test and implement future software version upgrades

or plugins. And also manage contract licenses and functionality components. Assisted in installation of operational

servers and applications. Manage and maintain our company Antivirus security server/admin console. Install,

upgrade, and configure network printing, directory structures, user access, security, software, and file services via

Active Directory. Work with vendors to resolve complex network problems. Maintain and document standard

operating procedures. Perform system monitoring, verifying the integrity and availability of all desktop/laptop

hardware, resources, systems and key processes. Lead inventory management and patch management of desktop

infrastructure. Coordinate projects across Help Desk and System Administration teams. Assist in regular security

monitoring to identify any possible intrusions. Lead routine maintenance of all desktop/laptop infrastructure systems.

Managed company wide user access control via Active Directory. Create, manage and maintain both Physical and

Virtual desktop systems. Mentored and trained junior teammates. Contribute in continuous development and

embedding of service level definitions in system services, ensuring ongoing monitoring, evaluation, and publication of

service standards.

11/2006 – 04/2007 Civic Lubbock Inc. Lubbock, TX

Admin. Office Asst./Bartender/Concession

Answered a multi-line phone system for the administrative office of Civic Lubbock Inc. Assisted with filing

of event contracts and Accounts payable paperwork. Also, as a part time position I was TABC certified and served

beer and alcohol during events held by Civic Lubbock Inc. such as hockey games and special events held at the Civic

Center or City Bank Coliseum.

10/2001 - 10/2006 Convergys Lubbock, TX

Customer Acct. Rep. /Technical Support Rep.

Provide technical and billing support to customers of Comcast Digital Voice services. Responsible for

troubleshooting service issues and resolving billing issues for customers. Assisted by providing sales information for

adding secondary phone lines. Also, setting up technician appointments for trouble calls and installation. Assisting

AT&T wireless customers with all changes and additions to their wireless services. Providing sales information and

processing upgrade sales of wireless equipment. Also, providing any information needed in order to start new service

or adding additional services. Secondary position within AT&T wireless is as a Warranty Exchange Rep., where I assist

customers with placing replacement orders on wireless equipment with manufacturer’s defects or providing

manufacturer information if needed for repairs. Also, assisted with sales information in the case customer’s wireless

equipment was out of warranty.

2/1996 - 3/2004 United States Marine Corps Camp Lejeune, NC

Lance Corporal, Communications Specialist/ Field Radio Operator

While serving as a field radio operator, I was tasked with the billet of Cryptographic materials supervisor.

Prepared, and maintained records of all cryptographic materials that the communications section utilized. While in the

field, during training exercises, I maintained accountability for these materials and also, served my primary duty as a

field radio operator and maintenance technician. Taking calls from various units, and routing them as necessary. All

communication setup and breakdown were also a part of our daily duties during training operations. After 02/2000, I

served the USMC on reserve duty until 03/2004.

EXPERIENCE/SKILLS:

• Extensive Active Directory management/administration.

• Maintain and administrator over Cisco VOIP and Customer Care call manager, (i3 Interactive Intelligence),

phone systems.

• Experienced in troubleshooting all MS Office 2003/2007/2010/2013 programs, and in all OS’ Windows

XP/Vista/7/8 and Mac products.

• Proficient with Windows Server 2003/2008/2012.

• Setup, configured and administer all company electronic fax solutions, eFax, Biscom Faxcom.

• Manage antivirus admin console/company level, Sophos, McAfee.

• Manage company-wide storage via file server.

• Successfully migrated/upgraded SCCM environment from 2007-2012.

• Mobile device management, Android, Apple and Blackberry.

EDUCATION:

8/1996 USMC Communications and Electronics School US-CA-29 Palms

Certification

TELEPHONE SYSTEMS/PERSONAL COMPUTER INTERMEDIATE REPAIR COURSE, FIELD RADIO

OPERATOR COURSE, ELECTRONICS MAINTENANCE TECHICIAN COURSE

5/1995 Lubbock High School US-TX-Lubbock

High School Diploma

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