Project Manager Help Desk
Resume:
Lazaro A. Batista
*** **** ******, *** ** Union 201-***-**** or Cell *****@*****.***
City, NJ 07087 201-***-****
WORK EXPERIENCE
DataStarUSA
Plano, Texas
Network Engineer
Consultant 11/2008 - 2/2010
. Contractual nationwide work assignment with EDS, (Bank of America):
Modernizing Bank Branches Data Center infrastructures. Multi-site
deployments requiring CISCO 3845 ROUTERS and Switches C3560 configurations
TCP/IP, VPN / OSPF / EIGRP, load balancing in order to maintain a secure
and available wide-area network infrastructure according to the solution's
specifications on site or pre-configure routers prior to final shipment
and deployment.
Novurania of
America Inc Vero Beach, FL
Help Desk
Consultant 09/2005 - 06/2008
. Manage the processing of incoming calls to the Help Desk via both
telephone and e-mail to ensure courteous, timely, and effective resolution
of end user issues.
. Design and enforce request handling and escalation policies and
procedures.
. Coordinate and/or perform hands-on fixes at the desktop level,
including installing and upgrading software, installing hardware,
implementing file backups, and configuring systems and applications.
. Monitor and test fixes to ensure problems have been adequately
resolved.
. Access software updates, drivers, knowledge bases, and frequently
asked questions resources on the Internet to aid in problem resolution.
. Track and analyze trends in Help Desk requests and generate
statistical reports.
. Assess need for any system reconfigurations (minor or significant)
based on request trends and make recommendations.
. Identify, recommend, develop, and implement end user training programs
to increase computer literacy and self-sufficiency.
Bear Stearns & CO. INC New York, NY
Help Desk Analyst
06/1995 - 08/2003
Helpdesk Analyst - Providing 1st & 2nd level troubleshooting and network
reporting in support of the Wide/LAN network user community;
Utilizing the Remedy ticket system for trouble reporting, paging and
projects determination.
Memorial Sloan Kettering Cancer Center New
York, NY
Help Desk Analyst
4/1990 - 07/1994
. Hired as a helpdesk Analyst. Providing 1st & 2nd level troubleshooting
support on behalf of the network user community in the Hospital.
. (T1) IDNX, TIMEPLEX LINK 1 & 2, TELEMATRIX SWITCH & SCOPE MONITOR,
. DEFENDER II DIALUPS, AT&T DATA PHONE II MODEMS, IBM VTAM/ NETVIEW / NPDA/
NLDM / NCCF, CICS, and PARADOX. Scheduled synchronized testing with
vendors, between Telco and hub-sites; also coordinate cutovers of the
hardware and software devices.
EDUCATION
School of Business Machines
09/1977 - 07/1978
. Certificate program in computer operations and programming.
. COBOL and Assembler languages.
. Bilingual English / Spanish
Kaplan University
03/2010 - Present
. Associate of Applied Science in Information Technology
Certificate Programs
07/1996 - 08/2008
. Obtained a certificate from the following vendors:
. Currently enroll in Arthur McNiel Institute for the CCNA & CCNP
certification
. Cisco Systems (Building Cisco Multilayered Switched Networks).
. Nortel Networks (Accelar 1000 Comprehensive Configuration).
. Hewlett Packard (UNIX Basics & Open View Node Manager Fundamentals).
. Bay Networks (Hub Connectivity & Router Installation & Basic
Configurations).
. Network General (Troubleshooting with the Sniffer Network Analyzer).
COMPUTER SKILLS
07/1996 - 08/2008
. Microsoft Word, Excel, Access, Power Point, Outlook Express
. Microsoft Window 2000, XP, Vista
. Microsoft Offices 2003 - 2007 XP Professional.
. Arthur McNeil (CCNA - CCNP)
02/2010 -Present
REFERENCES
. Bert Mc Donald - Project Manager - DataStarUSA 214-***-****
. Michael Richards - Project Coordinator - DataStarUSA Cell: (562)370-
6564
. Teresa Arganaraz - Operations Manager - Novurania of America
. Steve Choy - Main Frame Coordinator - Bear Stearns 973-***-****
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