Computer/Network Engineer

Jos F. Varela 214-***-****

**** ***** **., ******, ***** 75217 ******.*****@*****.***

PROFESSIONAL PROFILE

TECHNICAL HIGHLIGHTS:

Customer Service and Relations UMTS & LTE Certified

Networking MAC hardware/software

Software Technician Management

Linguistics (Spanish & English) Hardware Technician (break/fix)

Setup/Configuration of Servers Large and small deployments of W7

PROFESSIONAL EXPERIENCE

Citi 09/ 2012 - Present

Network Engineer

. Perform highly effective event and fault management of the firm's

network infrastructure for the Americas, EMEA, and Asia Pacific

regions through the Smarts NMS (Network Management System).

. Provide rapid response to all actionable alerts in order to execute

within GNCCs proactive NMS based support model.

. Mitigate potential or current business impact by taking immediate

action in response to NMS alerts while operating within GNCC standard

procedures.

. Provide effective response when answering phone calls into the GNCC

24x7 Support Hotline. Serve as the entry point for incidents into the

GNCC support incident life cycle, this included initial incident

recording and classification.

. Provide basic troubleshooting on routers, switches, firewalls,

riverbeds, proxies.

. Provide troubleshooting to provide SPOF (Single point of failure),

provide basic configuration on routers and switches.

ReelFX 04/ 2011 - 09/2012

IT Support Specialist/Domain Admin

. Evaluate and resolve user problems; identify and obtained appropriate

resources for the resolution of complex problems; correct routine

hardware problems by making minor repairs to computer equipment and

software.

. Educated end users on the use of equipment, applications, software,

and the integrity of their username and passwords.

. Coordinate installation of new hardware/software; maintain inventory

control by assigning equipment and license software to end users. SLA

compliance.

. Utilize Active Directory to add/remove users, modify permissions,

add/remove email groups, and adding hardware.

. Installing and troubleshooting network equipment; Access Points,

Network Connections, firewalls, and wireless equipment.

. Perform break/fix to Windows and MAC desktops and laptops.

. Migration of end users from XP to Windows 7 and Office 2003 to Office

2010.

. Utilize Exchange 2010 to modify calendar permissions and troubleshoot

issues with end users regarding their email.

. Handled incoming end user helpdesk support requests via Insight

Ticketing System.

Goodman Networks 03/2010 - 04/2011

IT Desktop Support Administrator

. Handled incoming end user helpdesk support requests via Remedy

Ticketing System.

. Provided exceptional customer service through strong technical skills

and excellent communication.

. Perform break/fix to Windows desktops and laptops along with wireless

devices.

. Created, deployed, and managed desktop system images using Ghost

Image.

. Utilize Active Directory to add/remove users, modify permissions,

add/remove email groups, and adding hardware.

. Provided remote desktop support and performed troubleshooting with VPN

. Granted access, modified profiles, upload, and downloaded files in

SharePoint.

Mosaic Technology Group Inc. 10/2009 - 3/2010

PC Technician - Team Lead (Contract Work)

. Presented clear and consistent customer experience for each call,

using verbiage that is, when appropriate, easily understood by non-

technical customers

. Ensured adherence to Service Level Agreements (SLA) and Service Level

Objectives (SLO) via regular follow-up on escalated issues when

appropriate.

. Adherence to critical Standard Operating Procedures and performance

standards and HIPPA compliance.

. Diagnosed and resolved problems related to the use of workstation

hardware, software, peripheral devices, communication packages, host

and LAN/WAN connectivity or other problems.

. Use appropriate techniques and tools to log, track, escalate, resolve

and then close calls received by the help desk.

. Planned, directed, and coordinated the activities of assigned

personnel and provided technical area leadership.

. Develop and implement the technical deployment plan (XP to Windows 7),

and manage deployment resources to meet delivery schedules working

closely with Corresponding Program Mangers.

Conceptos International

1/2005 - 12/2009

PC Technician (Contract Work)

. Provided break/fixed and upgrades on Windows based applications for XP

& 7

. Adherence to critical Standard Operating Procedures and performance

standards and HIPPA compliance.

. Develop and implement the technical deployment plan (XP to Windows 7)

. Utilized Active Directory and Exchange 2007

. Setup and configured servers. Worked with Server 2003

RGIS Inventory Specialist

6/2004 - 2/2006

Assistant Project Manager

. Participated in the planning and formulation of design alternatives

and solutions for construction projects using Project 2007.

. Developed and administered project budgets and fiscal controls,

contract and quality control provisions.

. Performed cost estimating and value engineering; oversee all aspects

of day-to-day management of construction projects.

. Monitored and coordinated work performed by field staff and

construction firms; ensuring that project operations are in compliance

with design specifications, state and federal policies and

regulations.

Other Work Experience:

Eckerd Drug's Retail Manager 02/00 -

12/04

Target Overnight Manager

10/03 - 05/04

Dallas County Juvenile Dept. Juvenile Probation Officer 04/96

-10/03

EDUCATION AND CERTIFICATIONS:

North Lake College

Current

CCNA

ITT Technical Institute

2010 -2012

Bachelor of Science --Information Security Systems

ITT Technical Institute

2009 - 2010

Associate of Arts --Computer/Electronics Engineering

Sam Houston State University

1993-1995

Bachelor of Arts --Criminal Justice

Blinn College

1991-1993

Associate of Arts --Criminal Justice

Dean's Award & Valedictorian Speech

06/2012

Highest Honors & National Honors Society

06/2012

UMTS & LTE Field Engineering

05/2012

AT&T - Methods of Procedures, Supplier Awareness, & Ask Yourself

05/2012

AIM - Avionics

12/2009

Dell Certification

2009- 2011

Certified Translator (English/Spanish)

1996- 2003

NACI (Background Clearance)

2009 - 2010

SKILLS:

Experience with Supporting desktop and laptop - 8 years to Present

Experience with Inventory Control and audits - 5 years to Present

Experience with Windows Operating Systems - 6 years to Present

Experience with SharePoint - 1.5 years to Present

Experience with Microsoft Office and Exchange -- 6 years to Present

Experience with MAC hardware and software - 1 year to Present

Experience with Citrix - 1 Years to Present

Experience with Management - 7 years

Experience with Wireless devices, Access Points, and Networks - 7 years to

Present

Experience with Vmware - 6 months - to Present

Experience with troubleshooting routers and switches - 8 months to Present

Knowledgeable of HIPPA, PCI DDS, FERPA, SOX, and Code Compliance

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