Rudolph Madrid

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

Manitou Springs, Colo

80829

phone

719-***-****

Email

qqeylg@r.postjobfree.com

RELEVANT EXPERIENCE

P@M Computer Services Computer Repair (Desktop and Laptop

Repair) Colorado Springs, Colorado 04/07- 06/2014 hardware repair software upgrades. Configuration and repair of OS, upgrades replacement

Of Parts, New/Used Systems, Resolved end users installation issues with supported hardware and software applications.

Progressive Insurance (Contractor) Emergency Response Team (Desktop and Laptop Technician) ( Contractor), Colorado Springs, Colorado 12/06-02/07

Short term contract to assist with backlog of machine builds.

Desktop and Laptop support including set up: Received requests for Developer machine builds and rebuilds. Duties included: OS imaging, utilizing Windows 2000 operating system, adding and removing specific application software and hardware according to specification guidelines. Specifications include: configuration of hardware and software in bios, adding additional memory as needed, configuration of operating system and software includes: adding administrative rights, services, email ( Lotus Notes), internet security ( IIS), error detection and repair via application server. Setup includes: Transferring PC or Laptop, adding peripherals and checking port connectivity. Additional duties included: Monthly audit of all PC’s throughout out the building.

Hewlett Packard, Colorado Springs, Colorado, ( Contractor)

Global Service Desk Engineer, Service Tech II, 2003- 2006

Supported multiple companies with IS support: Johnson Controls, Dow Chemical, Baxter Health systems, US Gypsum, Blue Cross Blue Shield, On–Semi Conductor, US Postal Service, Microsoft. System Repair and Troubleshooting: Diagnosed and repaired computer hardware and software, network problem diagnostic and support. Establishing alternative repair procedures to meet customer needs. Windows XP, Windows 2000, Supported multiple software applications, email support and chat tool, Active Directory, Remedy, Clarify ticketing tools, Investigate and troubleshoot Email issues with various Email clients, Utilized the Remedy call-tracking systems to document work, establish trend analysis, and create a troubleshooting database to shorten future repeat issues, resolve network connectivity issues for internal end users.

Hewlett Packard, Colorado Springs, Colorado, ( Contractor)

Global Service Desk Engineer, Service Tech I, 02/07-03/07

Dow Chemical ( Back up support of main helpdesk that moved to Costa Rica)

Duties include: Diagnosed and repaired computer hardware and software, network problem diagnostic and support, Active Directory, Maintained and completed follow up actions on help desk tickets until internal end user problem was resolved

School District 11, Colorado Springs

LAN Support 06/2003 - 09/2003

Supported LAN department for short term contract:

PC hardware repair for all for all current OS software upgrades, set up for classrooms with new PC upgrades

MCI, Colorado Springs

National System Support Specialist, Manager level 1, Tier 2 support 2001 - 2002

Provided technical support for all customer service centers throughout the country, focused on resolving most WAN issues.

Provided ON-Call Support for 24 hour coverage of all WAN issues that met escalation criteria. Ability to work well under pressure.

Produced password creation and access for Remedy users, AS400 users, Regional Access Facility users, Window NT 4.0 users.

Formulated Technical Summaries on each issue resolved by management.

Calibrated downtime calculations for senior Management.

Sustained system issues that included: Transaction Server, Citrix Server, Mosaic Dialer, Desktop PC, Domain Controller, Back up Domain Controller, Registry Mainframe and Midrange Applications, VMS, E-Mail and Upgrades.

Facilitated troubleshooting conference meetings

MCI, Colorado Springs

National Helpdesk Analyst, 2000 - 2001

Computer operator for MCI 1st level national operations team. Duties included: password creation, password resets, troubleshooting access issues, ticket assignment, Proactive backup support for 2nd level support teams.

Managed password creation for Racf users, AS400 users, Remedy Users, Windows NT Users, Email and Customer Service Verizon GUI issues.

MCI, Colorado Springs

KnighHawk Industries, Apple Computer

Bench Technician 1994-1995

Performed hardware diagnostic and repair on all re-work Apple computer LC580's in line to be shipped. Work performed included troubleshooting all motherboard, hard drive, monitor, OS testing and all other failures from manufacturing floor re-work labels.

EDUCATION

Air Academy High School, USAFA, Colorado

Adams State College 1990- 1991

Colorado State University 1992- 1993

SKILLS

Client Server

Windows Professional and Server, Windows Network Environment, Windows Network Environment, Active Directory, Group Policy

systems and office suite.

Managed the daily operations of a network

Operating Systems & Software:

* Microsoft Windows OS's

* MS-DOS, Microsoft Office Suite, OS system reliablity,

* TCP/IP, VPN,RAS, Backup Restore, Modem and Network hardware, DHCP, DNS,

Proxy configuration, Port configuration, Hardware Reliability, IPSEC,

Computer Management, System Log Monitoring and Alerts, OS process control,

registry maintenance, file management, printer administration, application

software maintenance, Security, MSDOS, Netbios, Boot sequence modification,

restage processes. IIS's local area network (LAN) via a dial-up and/or dedicate connection to establish an Internet presence via IIS's WAN, webserver, Intranet and Internet, GPO permissions and security, VPN, RAS and Wireless support.

Operating System

All current Microsoft Windows OS's

Applications:

Microsoft Office Applications, Clarify, Remedy, Lotus Notes Client, Internet Explorer, Remote Access Utilities, Mainframe, VMS, Tivoli, Service Ware,

Hardware:

Experience in A plus hardware and OS system repair

TRAINING

Microsoft Certified Technical Education Center. Certificate of

Achievement for successful completion of Microsoft Approved course

Windows Network Environment

Microsoft Certified Technical Education Center, Colorado Springs.

Certificate of Achievement for successful completion of Microsoft Approved

Supporting Windows Professional Servers

New Horizons Computer Learning Center, Colorado Springs, Colorado.

Certificate of Completion for Successful Completion of Network+

New Horizon Computer Learning Center, Colorado Springs, Colorado, Certificate of Completion for Successful Completion of A+ Certification

REVIEWS FOR MONTHLY SURVEY RESPONSES, HP, Colorado Springs 02/2003-06/2006

HP quality scoring for technical skills and satisfaction averages 80-100 percent.-

Received a consistent survey average every month of 95% -100% for 3 years serving.

Review by Johnson Controls for April -

JCI Helpdesk - Monthly Survey Feedback From 4/1/2006 To 4/30/2006

Feed back response, HP software, Professional 8, understood issue 8, communicated effectively 8, technical knowledge 9, quality and affective solution 9, escalating process 9, service experience by agent 9, satisfaction 9.

REFERENCES

Available upon request

Contact this candidate