MANUEL J. MONDRAGON

**** *.*. *** ****** • Miami, FL 33165 • abgwd8@r.postjobfree.com • 305-***-****

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Experience:

Tek Systems- Mount Sinai Epic Go Live Project August 2011

Help Desk Analyst

• Provide Phone support to Mount Sinai Employees having issues with the Epic Program

• Access Active Directory and verify for security measures user information before

resetting passwords or unlocking user accounts for excessive log in attempts

• Check Active Directory to make sure user was part of the correct User/Security Group in

order to log in and use the Epic program successfully

• Open tickets and assign to Epic analysts in HEAT Call Logging ticketing system.

• Basic Troubleshooting for log in issues to the Epic Program such as rebooting and

pinging the users computer to make sure there is network connectivity

• Remote Desktop Support to guide and assist users who were having log in issues to Epic

and in resetting their password

Insight Global- Wells Fargo Conversion Project July 2011

Desktop Support Technician

• Provide on-site desktop support for end users with any issues that may evolve during the

testing process

• Remove scanners from drive thru tellers

• Verify all Printers were online and printing properly

• Made sure Online banking center in lobby was properly installed and working properly

• Monitor users and report to Team Lead if any issues occur

Insight Global – TD Bank Conversion Project July 2011

Desktop Support Technician

• Prepare workstations for application upgrade

• Trigger an Application upgrade on all CSR and Teller workstations

MANUEL J. MONDRAGON

4400 S.W. 115 Avenue • Miami, FL 33165 • abgwd8@r.postjobfree.com • 305-***-****

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• Remove old scanners and install new Scanners on Teller Stations

• Verify ALL Application upgrades were done successfully if not report to the

Command Center with any issues

• Verify all Tellers and CSR Workstaions have been tested and are properly

working for next business day operations

PlumChoice- AT&T Connectech October 2010- July 2011

Tier 1 Technician

• Daily activity consists of handling incoming calls from customers with a variety of

computer, printer, LAN or wireless network, third party email programs or printing and

no internet connection issues.

• Document all incoming calls with customer issues, troubleshooting and resolution steps

in ticketing systems (Ex: Safelink, CTSM, Siebel and U-verse)

• Conduct remote desktop support to clients via Bomgar remote application which includes

troubleshooting computer issues, virus and spyware removal, installing, configuring and

setting up AT&T emails to be received on customer’s computer.

• Remote into customer’s computers to set up their AT&T email accounts to work on their

Outlook 2007, 2010 and Windows Live Mail by entering the correct SMTP, POP3 and

port settings.

• Install service packages and update operating systems, (Ex: Windows XP home and

Professional, Vista and Windows 7)

• Perform complete system factory image restoration from the Recovery Partition on

various computer models due to virus issues (Ex: Toshiba, HP, Dell, Gateway, E-

machine)

• Provide guidance to customers over the phone with reinstalling Windows operating

system from the manufacturer’s installation CD or DVD due to unsuccessful virus

removals.

• Install AT&T provided Anti-virus software if customer qualified for offer.

MANUEL J. MONDRAGON

4400 S.W. 115 Avenue • Miami, FL 33165 • abgwd8@r.postjobfree.com • 305-***-****

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• Educate customers of the importance in maintaining, installing windows updates and

keeping their anti-virus programs also up to date to prevent any future problems due to

virus/spyware concerns.

• Troubleshoot Internet connection problems over the phone with the 20 minute no connect

guidelines to determine whether it is a computer setting issue or a network device issue

• Phone support in assisting customer with connecting a variety of modems and wireless

routers (Ex: Netgear, Motorola, 2wire (AT&T issued device), Cisco, Netopia)

• Escalate appointments if needed. Schedule date & time with client to assure they will be

available when an Escalation technician would be contacting them.

• Set up customer’s new wireless router and create a secured wireless network

• Guide customer via phone support in setting up and installing necessary drivers for new

printers

Netcom Solutions May 2009- September 2010

Computer Support Specialist

• Schedule monthly appointments for Level 2 Technician to remotely work or go on-site to

perform network maintenances for clients Servers.

• Created new appointments in ConnectWise ticketing system. Dispatched them to

available technician. If technician was not available at the moment I would call and email

client advising them what time a technician would be available to work on their

appointment.

• Analyze and resolve Trouble tickets. Kept users informed of status of resolution of ticket

• Knowledge of Active Directory for new user set up, disabling and enabling accounts for

former and returning employees.

• Performed new computer set up on-site for equipment client ordered from us (Ex: New

computer tower, laptop or printers) and properly & neatly install as per company

guidelines

MANUEL J. MONDRAGON

4400 S.W. 115 Avenue • Miami, FL 33165 • abgwd8@r.postjobfree.com • 305-***-****

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• Documented all technician notes for troubleshooting, diagnosing, installation and

resolutions in the ConnectWise ticketing system for billing to client

• Desktop support duties which included reformatting hard drives, reimaging

desktops or laptops, virus spyware removal and refurbishing computers for clients so they

may have spare computers in the event a user’s computer needed to be worked on

• Troubleshoot hardware issues & determine what was causing the problem and

perform repair accordingly

• Call warranty claims on hardware concerns for computers that were still under

manufacturer’s warranty.

• Basic Sonic Firewall configurations such as granting access to certain websites

that may be blocked in order for them to perform their research or daily work duties.

• Assign static IP addresses to certain Managers, Supervisors or employees who are

allowed to have full access to the internet as per company policy.

• Set up and configure Outlook Exchange email addresses on mobile devices

• Onsite duties at times consisted of joining desktops or laptops to company

domain so that we may be able to remote into the computer if needed to troubleshoot,

configure or repair client issues as needed.

• Installation of windows updates, drivers and Service packages on Windows XP,

Vista and some Windows 7 operating systems

• Managed Anti-virus program for proper deployment of definitions to all

workstations, made sure program had scans scheduled accordingly to not run during peak

work hours on client’s desktops.

• Assist on-site users over the phone troubleshoot problems with applications,

account lockouts, reset network passwords, any windows XP/ Vista OS problems and all

network connectivity issues for workstations

Saturn of Doral September

2003- May 2009

Get Ready Manager

• Prepared vehicles for delivery to customers which included providing a full tank of gas,

detailing and installing accessories.

MANUEL J. MONDRAGON

4400 S.W. 115 Avenue • Miami, FL 33165 • abgwd8@r.postjobfree.com • 305-***-****

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• Create service tickets for used vehicle that required used car inspections.

• Receive, log and process new vehicle inventory as it gets delivered to dealer

• Maintain vehicle inventory and organize dealership lot.

• Process purchase orders to vendors and approved payables

• Prepare and clean showroom vehicles daily

• Wash lot vehicles to be presentable for customer test drives

• Prep new vehicles with new vehicle inspections and add addendums with accessory

pricing

Education

New Horizons Computer Learning Center, Miami, FL

• Comp TIA A+ Certified

• Comp TIA Network + Certified

Miami Dade Community College, Miami, FL

• Computer Science

Southwest Miami Sr. High School, Miami, FL

• Graduated with Honors in Business computer Applications

Professional Skills

Microsoft Office Suite 2007 and 2010, Windows XP, Windows Vista, Windows 7, Technical Support,

Department Management, Account Management, Sonic Firewall, Active Directory, Shipping/ Receiving,

Hardware/Software Installations, Virus/spyware removal, reimaging hard drives, Phone and Desktop

Support.

Native Fluency in both English and Spanish

Contact this candidate