Hector J. Peña

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

Houston, Tx. ****9

832-***-****

email: ad12hi@r.postjobfree.com

Summary of qualafications

NOC Dispatch Engineer in charge of dispatching field engineers to customer locations. Tech Support technology. Managed a team of 3 Desktop support agents, which provided desktop support for field offices as well as head office. More than 30 years experience in desktop support. Prepared, tested, and installed systems ranging from 8088 to Pentium 4 processors and Servers. Familiar with a wide variety of hard disk drives,RAID controllers, tape drives, multi-storage drives telecommunication/networking and security/surviellance equipment. Assisted supporting IBM LAN Server network and some mainframe equipment. Operating systems experienced on Windows/Server XP to Windows10 Professional, NT Server & Workstation 4.0, Windows 98, Windows 95, Windows for Workgroups, Windows 3.x, OS/2, DOS, and Novell Netware 3x. Mail software familiar with Microsoft Mail Server 3.5, & MS Exchange Server 5.5/2000 and all versions of the Outlook client.

2008-2023 Houston Eye Associates

Desktop Support Technician

Provided end user support for company software applications using thin client Workspot

Provided support on software applications Office 365 and exchange server support

Deployed PCs as needed using standard image

Troubleshooting network related issues on PCs

Worked on PC refresh project

2008 Synchronet LLP, Houston Tx

NOC Engineer

Responsible for dispatching field engineers to customer locations

Monitor customer networks using N-ABLE 360 monitoring software

Creating and dispatching trouble tickets using Autotask trouble ticket software

Phone support for customers, resolution over instruction or by using remote control tools such as Remote Desktop & WEBEX.

2005 - 2007 Digiop Houston, TX

Applications Technologist/Tech Support Lead

Responsible for providing technical support on DVR and CCTV technology to dealers and distributors

Responsible for solving problems related to networking issues and DVR systems based on Dell desktops.

Responsible for giving exclusive support to key customers being on site or via remote software

Assisting customers with complex installs involving surviellance

equipment.

Responsible for assisting the Network Administrator in a backup role.

2000 - 2005 Intertek Testing Services Caleb Brett Houston, TX

IT Support Manager

Responsible for providing desktop support with a staff of three agents, to over fifty offices throughout the US & the Caribbean. Supporting over 1000 end users.

Overseeing procurement and deployment of new computer systems for fifty-plus offices throughout the US & the Caribbean. Maintained standards for PCs as well as laptops using customized image files.

Supervised email migration and software rollouts.

Managed Help Desk ticket system in Trackit! Helpdesk software working along side the agents. Averaged over 450 tickets a week prioritizing and closing tickets in a timely manner.

Sought and researched tools to make support more efficient.

Assisted the network team on daily server backups.

Reported directly to the VP of Information Technology. Provided him with trouble ticket reports and summary of work completed.

1996 - 1999 Intertek Testing Services Caleb Brett Houston, TX

Communications/Network Analyst

Responsible for maintaining Novell Netware 3.12 Networks for four sites

Setup and maintained NT 4.0 Lans for head office and 11 satellite hubs.

Microsoft Mail 3.5 & Exchange 5.5 administration, installed and maintained 12 Exchange 5.5 servers throughout the US, Mexico & Canada. Performed major mail migration to a third party service.

Setup Sonicwall firewalls and created tunnels between HQ and satellite hubs.

Troubleshooting and solving problems related to the network & email systems.

Administration of Ericsson MD110 phone system for HQ site in Houston.

1995 -1996 Intertek Testing Services Caleb Brett Houston, TX

PC Technician/ Help Desk Specialist

Telephone support for users in over 50 sites nation wide as well as the Caribbean & South America.

Assisted network administrator with user accounts and password maintenance

Install & troubleshoot hardware and software on PCs as needed.

Setup and configuration of network clients, Windows 3.x, 95, & DOS.

1992–1995 Scurlock Permian Corporation Houston, TX

PC Technician/Help Desk Specialist

Responsible for solving user problems both in hardware and software.

Install new hardware and software as needed.

Responsible for setting up new users on the Network and assigning passwords as needed.

Maintained network printers and queues.

1987–1992 Business Micros, Inc. Houston, TX

Computer Service Technician & Sales Rep

In-store sales and telemarketing.

Provided customer support for hardware, software, & Netware problems.

Past certifications: Compaq Computers, Leading Edge PC, Hyundai Computers, HP Printers, and NEC PCs.

Located and procured product to fill orders.

1987 Microcomputer Technology Institute Houston, TX

Lab Assistant

Assisted other students with lab assignments.

Responsible for the functionality of lab computers.

Chosen out of 25 students for this position.

1986-1987 Microcomputer Technology Institute Houston, TX

Analog, digital, and microprocessor electronics and computer system technology.

1983-1985 University of Houston Houston, TX

Coursework in business computer science and general studies.

2006 Dell training services DCSE certificationSpeak, read, & write Spanish fluently.

Education

Languages

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