Customer Service Technical Support

Victor Laínez

703-***-**** ********@*****.*** Fairfax, VA 22030

SENIOR IT SUPPORT SPECIALIST

IT Support Specialist with 16 years of experience in desktop and server administration, project

management and customer service. Best known for upgrading the organization’s technological

environment, improving business continuity and increasing constituents’ satisfaction. Widely applauded

for instilling the “hospitality of customer service culture” into the technical support environment,

increasing customer service ratings by 75%.

Team Building Strategic Planning Budgeting & Analysis

Desktop Support MS Windows-based OS Windows Server 2003/2008

PC Imaging Symantec Backup Exec Fluent in Spanish

PROFESSIONAL EXPERIENCE

The Catholic University of America, Columbus School of Law – Washington, DC

Director of Computer Services – 2006 - 2013

Managed a team of seven technical specialists, the daily IT operations, and all technology resources,

providing excellent customer service, training and IT support to over 750 constituents while establishing

operational excellence within a culturally diverse environment.

Executed talent acquisition and training initiatives for a 7-person top-performing team, resulting in

84% staff retention rate over 6 years.

Developed and managed the annual technology budget of an average of $300k, reducing yearly

by implementing short and long term strategies to reduce wasteful spending and by working

closely with vendors.

Evaluated the technology needs of multiple departments, faculty and students through formal

monthly meetings and ad hoc discussions. Recommended, developed and implemented solutions

that met their needs, increased productivity, and increased constituents’ satisfaction.

Planned and coordinated upgrade projects of hardware, operating system and software upgrades

through procurement, installation, testing and deployment while minimizing business disruption.

Applied inventory policies that eliminated pre-existing theft issues.

Reduced downtime by developing testing environment before deploying new hardware and

software.

Implemented VMware server environment converting 15 physical servers to virtual servers.

Saving funds by reducing footprint, power consumption and eliminating server downtime when

performing weekly preventative maintenance.

Supported MS Office Suite, Windows and Mac OS and various application; ensured an efficient

troubleshooting process by classifying the nature, urgency level, and priority of each issue;

assigned trouble tickets to resolve each issue and follow up to ensure proper resolution;

documented the issues in detail into the Help Desk Ticket Tracking System for future

troubleshooting resource.

Worked closely with the university’s Computing Department (CPIT) to resolve technical issues,

leverage services, and to facilitate the sharing of ideas.

The Catholic University of America, Columbus School of Law – Washington, DC

Assistant Director of Computer Services 2001 – 2006

Provided excellent customer service and technical support.

Maintaining server functionality, upkeep of network connectivity, and operation of desktops for

students, faculty, and staff. Documented all server, desktop and software installations and

deployment in detail.

Diagrammed wireless network for optimal coverage throughout the building. Installed and

managed Cisco Access Points.

Maintained and used Symantec Backup Exec for all servers.

Installed, configured and maintained Cisco network switches.

System support for Microsoft’s Windows Server 2000/2003(Enterprise and Standard Edition).

USATODAY.com, Arlington, VA

PC/Network Support Specialist 2000 - 2001

Provided customer service and technical support to USATODAY.com on-site and remote staff.

Migrated servers from the NT 4.0 platform to Windows 2000 platform.

Installed and maintained proprietary applications.

Configured, installed and maintained Dell laptops, desktops and servers.

Configured and maintained DHCP, WINS, file and print servers.

Trained staff on various Windows operating systems and MS Office Suite applications.

Installed, configured, and maintained VPN on a Windows 2000 platform.

Migrated Windows environment to Active Directory.

Configured 3Com video conferencing system over VPN and IP for remote users.

ADDITIONAL PROFESSIONAL EXPERIENCE

The Catholic University of America - Information Center Specialist (1997 – 2000)

Old Colony Inn, Alexandria, VA - Front Office Manager (1994-1997)

EDUCATION

Bachelor of Arts in Interdisciplinary Studies

The Catholic University of America, Washington, DC

ADDITIONAL SKILL

Hardware and software setup, testing, maintenance and troubleshooting

VMware ESXi, vSphere, Virtual Desktop Infrastructure (VDI-IN-BOX)

Operating Systems: Windows 7, Windows XP/2000, MAC OS X, and Windows 2003/2008

Advanced Server.

Microsoft Office, NetCommunity, SeatGen, LexisNexis Time Matters 8/9, Blackbaud Raisers

Edge 7.8, 7.84, and 7.91, Adobe Pro X, Symantec Backup Exec

Remote Access Products: Remote Assistance, Remote Desktop, Terminal Server Setup Services

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