Antonio Hayes-Gonzalez

**** ***** ****** ****** . *********, WI 53207 . 414-***-**** .

abh78c@r.postjobfree.com

Objective

In pursuit of a position that will provide challenges and career stability.

In possessing over 3 years of IT experience (internal and external), the

pursuit of obtaining a position that best utilizes my expertise in customer

service, technical support, PC/Laptop configurations, problem solving,

network administration, audio/video support, and change management as well

as proficient in MS Office Suite, iWork, Sharepoint, and internet

applications.

Education

Bachelor of Science; University of Wisconsin - La Crosse: 1999

Certifications

. Currently working towards Comp TIA Security +: 2010

. Microsoft Certified Professional: 2008

. Six Sigma Green Belt: 2009

Core Competencies

Operating Systems:

. Windows Vista/XP/NT/2000

. Mac OS X

. Virtual Environments: Virtual Box (Oracle)

Change Management:

. Remedy

Desktop Configuration Management:

. Managed IT assets and inventory (Remedy).

. Deployed Dell & HP systems; Norton Ghost and MS Remote Installation

Services (RIS).

Enterprise Operations Support:

. Setup and configured multifunction printers from various Manufacturers

(Canon, Xerox, HP).

. Managed network resources (Print queues) and access (Active

Directory\NTFS\Group Policy).

. Enterprise software Management Systems: ManageSoft.

Messaging Support:

. Performed Microsoft Exchange administration (2003); maintain mailboxes

and distribution lists.

. Blackberry Enterprise support. Assigned Blackberry devices; activated

and configured units.

Security Support:

. Configuration and administration of secure ID tokens (RSA).

IT Support Proficiencies:

. Excellent analytical and problem-solving abilities.

. Strong interpersonal skills and background working with clients in one

and group settings.

. Knowledge in using remote Desktop applications (MS RDP, Terminal

Services, NET MEETING).

. Experience identifying and troubleshooting PC hardware and software

issues.

. Experience troubleshooting network connectivity issues (LAN, WAN,

VPN).

. Experience providing technical support within professional

environment.

. Outstanding communication skills

. Proficient with various anti-virus programs (Symantec, MacAfee, AVG,

Norton Enterprise, and Trend Micro).

IT/Research/Employment Experience

E jj Olson & Associates - Milwaukee, Wisconsin

3/2007 - 3/2010

IT-IS Support/Senior Research Associate

. Continuous support regarding a variety of computer hardware (Dell, IBM,

HP), software (Windows XP),

and network related issues (TCP/IP).

. MS Office Suite (2003/2007) and MS Outlook (2003/2007) troubleshoot

support.

. Provided internal and remote desktop/laptop technical support.

. Installed and configured appropriate software/hardware as needed.

. Maintained recorded, received, bar coded and issued PC equipment to

different offices.

. Password Administration for Windows.

. Created terminals and workstations with proper equipment required,

including installing

and maintaining peripherals.

. Planed and implemented qualitative and quantitative research projects.

. Projects include: methodologies, strategic plans, program

evaluations, and assessments.

. Performed literature review, gather background

information, research and develop best practice models.

. Interviewed key stakeholders, consumers, and community members relevant

to project needs. . Statistical

analysis (SPSS).

. Created extensive reports based on research

results.

. Managed work flow of large scale

research projects through out duration of various tasks, including

designating assignments to the research assistants and various sub-

contractors.

Innovative Health Strategies - Milwaukee, Wisconsin

10/2006 - 3/2007

Business Analyst (contract position)

. Provided data management, data warehousing, and outsourcing services to

the Pharmaceutical Industry.

. Responded to technical inquiries and request for assistance from

organizations clients via telephone, email

and/or automatic ticket generator (Remedy).

. Run and review spreadsheets, graphs, and rebate invoices using

internally developed software.

. Acted as liaison for client\customer support for Satellite systems and

service (30 to 50 calls per day).

. Performed reconciliation on rebate totals as needed.

. Prepared written reports for manufacturer based on analysis.

. Analyzed contracts and other documents as required.

. Performed quality assurance checks on data.

. Effectively communicated both orally and in writing with the customer.

. Track job completion and manage deadlines.

Peachford Hospital - Atlanta, Georgia

9/2005 - 9/2006 Clinical Intake Services (contract

position)

. Corresponded with and interviewed research study

participants to obtain data for assigned

research project.

. Collected, coded, and applied study information into database; assisted

in data compilation as needed. . Edited

completed interview questionnaires for detail, legibility, and accuracy.

. Conducted follow -up assessment pertaining to research

participant progress .

Scott Nolan Hospital - Des Plains, Illinois

5/2002 - 5/2005

Psychiatric Technician

. Directed care intervention of child/adolescent psychiatric patients under

JCAHO and HIPAA regulations.

. Created and implemented clinical DSM-IV treatment plans concerning

patient's individual condition,

progress, and discharge arrangements.

. Led various educational groups relating to treatment, discharge and

aftercare issues.

Association House of Chicago - Chicago, Illinois

11/1999 - 2/2002

Research Assistant/ Case Manager

. Social-economic research in relation to program funding agenda

. Developed individualized clinical educational and case management plans

for each client.

. Performed administrative functions involving use of MS Office, creating

and stabilizing initial

database, and maintaining records to reflect current client status.

. Formed and maintained on-going relations with various community

organizations and facilities.

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