Joseph A. Salazar

acpxtt@r.postjobfree.com

*** ******* ***** **** *

561-***-****(C)

Greenacres, FL 33415

786-***-****(A)

SUMMARY Experienced technician and customer support specialized in call

center solutions and customer service. Various roles have

provided the opportunity to develop strong analytical,

communication, facilitation and organizational skills.

Conscientious employee whose attention to detail and enthusiasm

contribute to any team. Dependable and hardworking individual

who learns quickly and has the ability to handle multiple tasks

well. Dedicated to professionalism and highly motivated towards

goal achievement.

Skill summary

Platforms & Development Applications

. Windows 95/98/2000/XP/Vista/Windows 7

. Windows server 2003/2008 R2

. Microsoft Office Suite 97-2013

. Mac OS X

Network Assistance & Support

. DNS, TCP/IP

. Broadband, Dial-up, Wireless, T1

. IMAP, s/POP, SMTP, Web mail, Exchange, Google apps for Business

Software Assistance & Support

. Command Software, ESP

. Corel12, CorelX3, Adobe Creative Suite

. Eme Designer (Branded Tajima DG/ML by pulse)

. BES-100E, ECSC (Embroidery Machine control)

. QuickBooks, ACT, Eme Boss (POS Software)

Machinery Assistance & Support

. BE1201, BE1240, BE1204

. GT-541, DK16, DK03

. TFMX-C1501, NEO2-Multihead-TEJTII-C1504

. Epson, Oki, Brother, HP, Ricoh, Kyocera, Dell

Server/Thin Client Hardware

. Memory/CPU/HD Upgrades

. Hubs, switches, routers

Telecommunications & Call Center

. Remote Support provided by Bomgar

. Remote Support logmeinrescue

. VMWare (fuzion/WorkStation/Player)

. CRM provided by RightNow Technologies

. BMC ServiceDesk Express (Remedy)

. ServiceNow

. Microsoft SCSM

Professional experience

Palm Beach County Sheriff's Office

August 2014 - April 2015

West Palm Beach, Florida

Lead PC Tech/Crew Chief

. Planning, coordinating and supervising the activities of the mobile

data team to assure the highest quality of IT customer service.

. Assign duties, responsibilities and monitor progress in all

Incidents/requests in the Mobile Support work queue assign to the

technicians.

. Validating that technicians are completing the work orders properly

with all the required information as outlined in the procedures to

ensure efficient service and conformance to standards.

. Providing guidance and direction to subordinates, including setting

performance standards and monitoring performance based upon SLA.

. Adhere technicians to the time frames and escalate incidents/problems

to next tier technicians where applicable.

. Review and validate that paperwork submitted by the technicians to

other departments in the organization are properly submitted and

accurately documented.

. Handling complaints, settling disputes, and resolving grievances or

conflicts, or otherwise negotiating with customers as well as other

department representatives.

. Request disciplinary write-ups for all infractions and establish

procedures to alleviate these problems.

. Providing guidance and expert advice to management or other groups on

technical, systems, or process related topics.

. Verify that technicians complete weekly survey runs and that they are

properly uploaded to the SharePoint portal

. Developing specific schedules and plans to prioritize, organize and

accomplish daily work based upon manpower and other scheduled work

activities (i.e. In-Service, vacations, trainings, etc.)

. Forecast staff, equipment, and supply requirement as well as question

all technicians on the daily progression, or lack of progression on

each work order.

. Recommend measures for improving work procedures and work performance

to increase service quality and enhance proper organizational

inventories of all assets.

. Entering, transcribing, recording, storing and maintaining data within

Microsoft SCSM.

. Perform regular inspections both in the work area and outside to

oversee the productivity of the technicians

. Develop equipment maintenance schedules and arrangements for repairs

to assure maximum availability.

. Control inventory of supplies, computers, peripherals and report

shortage to the designated personnel.

. Estimating sizes, distance, and quantities, or determining time,

costs, resources, or materials needed to perform each task by the

team.

. Evaluate new products for usefulness and suitability.

Dycom Industries, Inc.

May 2013 - July 2014

Palm Beach Gardens, Florida

Business Analyst/ITSM Associate

. Elicit and document requirements from staff and stakeholders to assist

with business cases.

. Organize, manage, and analyze requirements for accurate architecture

of configuration design.

. Ensure the stability, integrity, and efficient operation of the ITSM

Solution that supports the organization.

. Manage, configure, install and deploy various modules within the SaaS

ITSM instances (development, test and production) to achieve

customizations meeting the requirement, test cases and acceptance

criteria.

. Defining implementation plans, process change requests and executing

post implementation evaluations.

. Provide level II/ III technical support and Interface with SaaS

service provider on escalations.

. Create and maintain all system documentation, processes, policies,

customizations and training.

. Primary System Administrator for the ServiceNow platform responsible

for clones, version entitlement, upgrades, update set management and

management of authorized personnel to the hi site.

. Responsible for maintaining local ServiceNow users, groups and object

in sync with external and internal integrations as Active Directory,

LogMeIn and Gmail via JSON, JDBC, LDAP and AJAX connectors.

. Configure and deploy Discovery and CMDB with multiple mid servers

across the environment.

. Configure custom roles via ACLs and roles to fit the business unique

needs.

. Deployed Incident Management, Change Management, Reports, CMDB,

Discovery, SLAs, Service Catalog, CMS and survey modules to over

16000+ users and 115 licensed users.

Dycom Industries, Inc.

April 2009 - May 2013

Palm Beach Gardens, Florida

Lead Operations Engineer

. Investigate and resolve advanced hardware/software problems of

approximately 120+ internal users and 10000+ external users.

. Interview users to collect information about problem and lead user

thru diagnostic procedures.

. Log and track calls using problem management database by BMC.

. Develop technical solutions related to computer, networks, printers

(HP, Ricoh, Brother, Dell, Epson, Sharp, Kyocera, Imagestic) and

software for development engineers, technicians, and customers.

. Create workaround procedures when standard procedures have failed and

ensure issues are resolved in a timely fashion.

. Escalate urgent problems requiring more in-depth knowledge to

equipment vendor/manufacturer or proper internal portfolios.

. Review, analyze, and evaluate information technology systems

operations.

. Respond to telephone calls, email and personnel requests for technical

support.

. Assist in the installation, maintenance, and general support of

software, hardware (Dell, Lenovo, Panasonic, HP) and equipment.

. Troubleshoot and resolve Outlook PST issues and OST issues.

. Active Directory account creation, account modifications, password

reset, unlocking account and disabling account.

. Exchange server account creation, account modifications.

. Google apps for business account creation, account modifications and

management.

. Terminal service support on server 2003/2008.

. Asset Purchase, resale and disposal.

. Software and hardware tracking.

. Perform quarterly reviews to approval documentation for SOX

compliance.

. Virus and spyware removal.

. Operating system reinstallations and reimaging on desktop, laptops and

tablets.

. Manage and perform monthly reviews on the security camera systems

(OnGuard by Lenel).

. Manage and perform monthly reviews on the Badge access system (OnGuard

by Lenel).

. Complete monthly generator checks.

. Alarm system account creation, account modifications.

. Cell phone and smart phone support.

. Create bootable media for Imaging desktop, laptops and tablets.

United Franchise Group (Sign A Rama)

June 2008 - March 2009

West Palm Beach, Florida

Technical Support Representative

. Investigate and resolve advanced hardware/software problems of

approximately 700 users.

. Interview users to collect information about problem and lead user

thru diagnostic procedures.

. Log and track calls using problem management database.

. Troubleshoot advanced support issues regarding industrial sewing and

garment printing machine.

. Develop technical solutions related to computer, networks, printers

(HP, Brother, Dell, Epson) and software for development engineers,

technicians, and customers.

. Create workaround procedures when standard procedures have failed and

ensure issues are resolved in a timely fashion.

. Escalate urgent problems requiring more in-depth knowledge to

equipment vendor/manufacturer.

. Review, analyze, and evaluate information technology systems

operations.

. Respond to telephone calls, email and personnel requests for technical

support.

. Assist in the installation, maintenance, and general support of

software, hardware (Dell, Sony Vaio) and equipment.

. Troubleshoot and resolve Outlook PST issues.

Authentium, Inc (Command Software)

September 2006 - June 2008

Palm Beach Gardens, Florida

Software Technical Support Engineer I

. Investigate and resolve advanced software problems for computer users

(over 1M users).

. Interview users to collect information about problem and lead user

thru diagnostic procedures.

. Log and track calls using problem management database (RightNow

Technologies).

. Troubleshoot advanced support issues escalated by level one

technicians.

. Develop technical solutions related to software and setup errors for

development engineers, technicians, and customers.

. Create workaround procedures when standard procedures have failed and

ensure issues are resolved in a timely fashion.

. Escalate urgent problems requiring more in-depth knowledge to

appropriate internal resources.

. Review, analyze, and evaluate information technology systems

operations.

. Respond to telephone calls, email and personnel requests for technical

support.

. Assist in the installation, maintenance, and general support of the

Software.

. Active Directory password resets.

The Answer Group "TAG" July 2006 -

September 2006

North Lauderdale, Florida

Technical Service Engineer

(Comcast\Gateway

account)

. Responded to telephone calls, email and personnel requests for

technical support.

. Investigated and resolved hardware and networking issues.

. Provided phone support to end users on a variety of issues.

. Documented, tracked and monitored the problem to ensure a timely

resolution.

. Supported, tested, and troubleshot hardware and software problems.

. Responsible for walking customers with little or no knowledge of

computers or their operation through using expert trouble shooting

skills to repair the computers or internet connectivity over the

telephone.

. This included support of all Microsoft Operating Systems and

Applications.

education

. Bachelor of Business Administration with specialization in business

information Systems (Devry University Ft. Lauderdale, Florida) Pending

completion

. Army basic training and Human resource specialist education (ARMY Fort

Jackson, South Carolina)

. CompTIA A+ Certified IT Technician (Comptec West Palm Beach, Florida)

. 38 Credits of Computer Science/Liberal Arts (Westchester Community

College Valhalla, New York)

. High School Diploma (Yonkers High School Yonkers, New York)

LANGUAGES

. Fluent in Spanish

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