Support Management

Rubén Berríos

**** ******* **. ******* ********, OH 45044

787-***-****, ******************@*******.***, ******************@*****.***

Professional Profile

Diverse Technical in pharmaceutical & consumer products manufacturing leading computer development projects to utilize new technologies. Proven success in the design & development of systems solutions to meet organizations’ business needs. Excellent communicator & team builder. Track record of developing effective relationships between technical staff & senior management. Bilingual in English & Spanish.

Key Accomplishments

Project Design & Implementation

Designed & procured solution for visitor management system to control access in secured areas of manufacturing site. Responsible for designing specifications, evaluating proposals, managing project & monitoring the implementation of new measures.

Successfully coordinated migration to a network infrastructure of a 300+ work station system under budget, without business interruption, & implemented ahead of schedule.

Managed the implementation of redesigned security systems in the areas of access & surveillance of Network Key Management Keystone 600 software & Zenview multi screen displays.

Quality

Responsible for the development of system configuration for tracking & managing cross-contamination among pharmaceutical manufacturing areas for precision quality control. System became an international benchmark manufacturing plant within organization.

Developed & implemented Quality & Data management system to support technical area in the process reliability assurance efforts including tracking, reporting & analyzing tools.

Designed & implemented Computer Based Training format for a defined end-user population ensuring process compliance & ease of use.

Management

Negotiated vendor contract for additional services at no additional cost.

Managed project under budget and created cost reduction recommendations.

Excellent leadership & training skills. Created interactive computer-based training.

Professional Experience

Time Warner Cable Present

End User Support Specialist

Function as internal customer service contact for IT organization via walk ups, ticketing system and phone support, Provide accurate solutions to advanced computing problems, Install, configure and maintain computers using Windows XP, Windows 7, Mac OSX, and Windows Mobile operating systems.PC, Remote Desktop Protocol, VPM connection, laptop and printer hardware maintenance, troubleshooting and repair, Effective software troubleshooting for Windows / MS Office and other TWC applications. Ensures placement of all new PC’s and other technology and assists staff members in any type of facility relocation and network changes, including PC and telephone relocations. Coordinate with other departments for rollout, upgrading, and maintenance of technology. Can handle basic level escalations, but must recognize when to escalate higher level problems to appropriate individuals. Use Symantec Application Altiris to install remove software and re-image PC’s. Takes ownership of the problem and follows through on resolution with end users and other pertinent IT staff. Enters and tracks support calls and walk ups in the help desk trouble ticketing system.

Adheres to established standards and procedures in resolving problems. Projects a cooperative and positive attitude toward customers, employees, and the Company. Ability to work hours outside of normally scheduled shift with little or no advance notice required, participates in the IT On Call Schedule, Perform other duties as assigned.

Pomeroy IT Solution May 2014 to July 2014

PC- Tech

Provide technical assistance during migration of client computer systems from Windows XP to Windows 7 platform. Follow procedures set by client to save data, image and restore settings to new or existing computer systems. Map network printers, install applications and manage a deployment list. Resolve any issues that arise during migration. Document and certify completion of migrations to project team lead.

ATOS, Cincinnati, Oh ( Mason) July 2013 to April 2014

IT Security Analyst : Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Agents have an expected resolution rate between 60% - 85%. Average expected time on task between 10 to 45 minutes. May be responsible for 2 to 3 accounts.

RDI Marketing, Cincinnati, Oh ( Blue Ash) May 2013 to June 2013

Help Desk Tech Support: Support via inbound calls, e-mails and live chat, Troubleshooting wide range of inquiries regarding equipment functionality, Solving technical repair issues, Submitting service requests, Documenting and recording all customer contacts, Using knowledge base tools to identify customer solutions, Utilizing product documentation to provide customers accurate answers and reach a resolution.

SMX/Amazon (CVGI), Hebron, KY March 2013 – May 2013

Warehouse Associate: Count inventory and place product into appropriate boxes and shipping containers. Labels affixes to the container show product count, destination, model numbers and other important information.

CompuCom System, Cincinnati, Ohio

PC Refres Technitian : ( Contract ) PC Deployment Proyect for Omnicare . March 14, 2013

PC Refres Technitian : ( Contract ) PC Deployment Proyect for Omnicare . January 23, 2013

PC Refres Technitian : ( Contract ) PC Deployment Proyect for TD Ameritrade. January 15, 2013

Lilly Pharmaceutical Del Caribe, Inc, Carolina, PR Oct 8 2008 to Dic. 2012

(End Contract and Relocated to Cincinnati,Ohio)

Information Security Assistant: Responsible for management of all Security operations in control room & access control system. Responsible for coordinating & implementing software & training resolving hardware and software problems or contacting the necessary people to do so. Help Desks Support, responsible for supervising & evaluating staff, consulting with software and hardware vendors to solve problems impeding computer processing. Monitoring equipment, computers, monitors, phones, printers, etc. Ensuring implementations of best practices & interdepartmental compliance.

Wyeth Pharmaceuticals, Carolina, PR April 2005- May 2008

System Security Analyst: Managed electronic security system operations. Responsible for setting up & maintaining application support & control prcess. Responsible for maintaining hardware & software inventory of computers, monitors, phones & printers. Resolved hardware & software problems, Help Desks Support or contacted the necessary people to do so. Worked closely with the other IT staff to develop & monitor quality assurance policies & procedures. IT compliance with FDA regulations, specifically FDA Electronic Code of Federal Regulations Title 21, Part 11. Evaluated & made recommendations to improve all technical operation, access control systems, alarms & closed circuit television systems (CCTV).

Cardinal Health Manufacturing Services division of ALCON, Humacao, PR 1998-2005

Senior Support Analyst: Responsible for LAN administration and Help Desk Support. Responsible for coordinating & implementing software & training. Responsible for help desk coordination. Researched & evaluated new hardware & software. Maintained LAN/WAN/VPN hardware & software. Coordinated cabling & phone system installation, repairs & replacements as required. Maintaining and tracking inventory for the assets, hardware, software, monitors, phones, printers, etc vendor management and meeting with customers to manage department inventory. Responsible for management of all operations of access control system. Supported critical Service Level Agreements with timely and accurate execution of support requests via our ticketing and tracking systems.

Procter & Gamble \ Olay Company, Inc., Cayey, PR 1997-1998

Information System Leader: Managed manufacturing data entry & distribution of process reliability score data on daily basis into GBASE database. Developed & distributed reporting to be used in gap analysis & reviews. Linked with process engineering & production line. Data management of Quality Window, JUMP, & OPQRS (P&G proprietary software) applications.

Rubén Berríos

Novartis \ Ex-Lax, Inc., Humacao, PR 1996-1997

PC & Desktop Support Technician: Installed & configured new desktop computer & Ethernet adapters. Responsible for supporting all desktops and printers & software applications. Resolved hardware and software problems. Keep an inventory of all the hardware & software. Worked with technical & non-technical personnel to successfully complete all requests.

BBA, Management & Computer Resource

Pontificial Catholic University Of Puerto Rico, Ponce, PR

Certification

Cisco - CCENT

PM+ (Project Management)

A+

Structured Cabling System

Professional Development: Windows 10, Windows 7, Active Directory Windows server 2000 & 2008, DNS, TCP/IP, AltIris Deployment Application, Cisco Video for telepresent,SMTP,Ericom Remote Connection, Pintools Connection supports, Landesk Remote Control, HP Openview Service Control, Clarify, Oracle HR Database, Citrix Web Interface, Kronos, Workbrain Payroll, I3 Interactive Client, Inventory Control Application, Norton ghost (Imaging Application), Lotus Notes, Outlook, Microsoft Office 2013, C*cure 800 Access Control System and Surveillance system, Advance System Integrator; Istart; Pro-Training Course; Policy Manager System; Technical Training Course; 21 CFR Part 11, ICND v1.1 Interconnecting Cisco Network Devices, HD Badge Reader, Continuum Access Control System and CCTV, Barcode system. Advance system Integrator Training (Software House). Istart Pro Training Course, Product update CCTV Training Course, Policy Manager System Technical Course, Polycom video conferencing. Avaya IP Phone.

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