Project Support

robert muniz

Email: *********@********.***

Address: **** ******* ***, *** **

City: bronx

State: NY

Zip: 10467

Country: USA

Phone: 347-***-****

Skill Level: Experienced

Salary Range: $46,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

ROBERT J. MUNIZ

POB 1043, Murray Hill Station 347-***-****

New York, NY 10156 Help Desk, Desktop & IT Support Analyst *********@*******.***

PROFESSIONAL PROFILE

Respected senior technical support professional with 17+ years' experience in computer operations, technical, desktop and help desk support in mid to large-size enterprise environments; solid reputation for productivity, complex problem resolution, and professionalism. Thoroughly familiar with support ticket process flows, particularly proper hand-off, and the importance of maintaining open communications and consistently updating clients/end users as issues are taken to resolution. Strengths include problem identification and analysis, project planning, downtime reduction, system/server hardware/software configuration, desktop cluster and network administration and a full range of sophisticated security vanguards to protect personal and business data.

Comprehensive and progressive computer/network operations experience in mixed computing environments including Windows, Unix, LAN/WAN and interconnected mainframes.

Distinguished as valuable employee by substantially contributing constructive recommendations and ideas which have led to improved internal/external user communications, as well as stakeholder satisfaction.

Familiar with various aspects of problem logging, ticketing and technician dispatching, technology provisioning and connectivity process, software/hardware procurement, inventory administration, end-user interface and training.

Analytical focus with extensive experience administering and troubleshooting data communication solutions to identify, assess and address business and customer requirements.

Flexible, intellectually inquisitive; welcome challenge and change; quickly grasp new concepts and effectively use emerging technologies and principals.

Effective team leader in strategic project oversight and staff supervision to achieve objectives; mentor less experienced staff.

Detail driven, assertive take-charge professionalism with exceptional follow-through.

Strong interpersonal skills, easily and effectively interacting with technical, non-technical, support and business staff on various levels of accountability.

Adept at locating and allocating necessary resources for efficient, economical problem solving.

Articulate bilingual communicator--fluent and literate in Spanish & English.

TECHNICAL CREDENTIALS & PROFICIENCY

MS Desktop Support Technician (MCDST) MS Certified Professional (MCP)

Certified Sun Microsystems Administrator Ver. 7 Certified Computer Professional (CCP)

Certified CompiA Service Technician (A+) Project Management Professional (PMP) Certificate in progress

Operating Systems/Applications:

Windows 95/98/NT/2000/XP; Windows 7 Enterprise, Sun Solaris Unix v7/8; Cisco OS;

MS Active Directory, ARC Serve, BMC Remedy, Peregrine, Norton Ghost, MS-SMS Remote, Norton Antivirus, MacAfee, IE 7/8/9, MS Communicator, Roxio, Adobe Acrobat, Veritas Backup, RIP, OSPF PC Anywhere; CMS, WMS

MS Office 2000/2007, MS Project, MS Visio, Lotus Notes.

EXPERIENCE

City of New York Department of Homeless Services (DHS) - New York, NY

Certified LAN Administrator, Level 2/Desktop Support Technician (Provisional) 2/05-Present

Provide senior-level technical support to several hundred end users with hardware, software and application issues with an emphasis on remote controlling in order to reduce downtime, both on windows-XP and windows 7 platform.

Ghosted, prepared and deployed hundreds of Windows-based workstations throughout all agency locations.

Provide complete telephone application support and training for all proprietary, Windows-based, customized software applications.

Resolve user problems and implement corrective action to prevent similar occurrences in the future.

Thoroughly document historically chronic issues in an Excel spreadsheet in order to share this information with the Helpdesk team.

Worked with active directory including creating user accounts and implemented group policies.

Drafted and proofed FAQs and documentation for use by users and support staff which evolved into comprehensive manual.

Create and maintain existing and new user accounts for Windows Enterprise System via Active Directory.

Document performance variations differing from the norm for any new application rollouts.

Provide initial and remedial training to co-workers and users.

Achievements

Reduced total desk-side support time and labor of department with 500 users by storing vital and frequently used parts and consumable supplies at key locations throughout the facility, resulting in time and cost savings in excess of $100,000.

Created scripts, pamphlets, and decision charts in order to simplify and reduce telephone support interrogation time by at least 25% per call.

ROBERT J. MUNIZ page 2

Volt Technical Staffing Agency - New York, NY

Under Contract to JP Morgan/Chase

Security Operations Management Specialist (Jersey City, NJ) 1/03-9/04

Reviewed, notified, and recertified security privileges for all NT domain access users on the Chase network across multiple platforms.

Escalated all security access privilege discrepancies to the appropriate departments.

Provided primary support and timely resolution to support mission-critical application users.

Achievements

Streamlined the review and validation process by consolidating multiple documents into one simple report.

Senior Helpdesk/Desktop Support Analyst (World HQ, New York, NY) 8/95-9/02

Provided onsite and remote troubleshooting support of hardware and software for thousands of end users throughout the JP Morgan/Chase Windows-NT environment including day trader support.

Worked with a 24/7 operations control center to resolve monitoring issues and assist in the usage of the monitoring tools by the staff.

Troubleshot hardware, software, and connectivity issues for a mixed system environment.

Participated in planning and migration of users from Windows NT to Windows XP Professional.

Responsible for remote access support for connectivity and integration of Blackberry and Palm devices for desktop downloads.

Migrated legacy CC-Mail system into Lotus Notes mail accounts.

Utilized Veritas backup utility to backup multiple file servers.

Oversaw the relocation of multiple server rooms as well as rebuilding and configuring server racks.

Created work schedule processes in order to accomplish an orderly and balanced project workflow.

Oversaw quality control of multiple simultaneous projects.

Created project scope documentation and requirements.

Implemented guidelines and support escalation procedures for non-standard desktop applications.

Achievements

Revised the technical support manual for the entire Helpdesk.

Provided primary support to users during business continuity planning and testing with respect to Y2K and later post 9-11 disaster recovery.

Tech Temps Staffing Agency - New York, NY

Under Contract to New York Presbyterian Hospital

Level 2 Network/Desktop Support Analyst 10/02-12/03

Provided comprehensive Desktop support for over 3,000 hospital users.

Supported specialized hospital applications and programs.

Troubleshot network components such as switches, hubs, routers, etc.

Provided remote control user support via MS SMS.

Achievements

Created the first technical support manual for the most common desktop problems and respective solutions.

EDUCATION

Technical Institute of America New York, NY

Pursuing a PMP (Project Management Professional) Certificate 10/12-Present

Thomas Edison State College Trenton, NJ

B.A., Liberal Arts Studies 2001

Excelsior College Albany, NY

A.A.S., Computer Technology 2000

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