Help Desk Manager

SANTIAGO PADRON

Miami, Florida 786-***-**** ac0baj@r.postjobfree.com

INFORMATION TECHNOLOGY PROFESSIONAL

Solutions-oriented bilingual IT Professional with over 17 years of experience in Desktop Support environments. A technology expert in designing, implementing and integrating cost-effective, high performance technical solutions to meet challenging business needs.

KEY SKILLS

Technical Troubleshooting

Customer Service

Phone & Online Support

Hardware Configuration

Software Installs

LAN Connectivity

Root Cause Analysis

User Training/Support

Complaint Handling

TECHNICAL PROFICIENCY

Platform: Microsoft Windows 7/10 & Server 2003-2012, Mac OSX & Server

Networking: Ethernet Cat 5/6, TCP/IP, Digital & VoIP phone Systems, Active Directory, DNS, DHCP, VPN

Software: MS Office Suites 2007-2016, MS Exchange, Office 365, VMWare, Hyper-V, SCCM, PowerShell,

Norton Ghost, Adobe CC, Pharos Printing Management System, ScreenConnect, Group Policy.

PROFESSIONAL EXPERIENCE

St. Thomas University Miami Gardens, FL 2005 – Present

Manager of Technical Services 2010 – Present

Manages a Technical Service unit providing desktop technical support to over 600+ computers, 5000 end-users, 15 computer labs and media services; supports IT hardware purchase.

Delegates tasks to technicians responsible for building, deployment, and recovery for entire Application installation, verification and optimization

Plans, coordinates and supervises technology deployment projects, moves and roll-outs

Maintains multi-media equipment including LCD projectors, DVD players, amplifiers, video-conferencing equipment.

Provides secure and reliable IT infrastructure including firewalls, and antivirus solutions.

Technical Service Coordinator 2005 – 2010

Assisted staff, students and faculty with installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines

Performed maintenance, system updates, software upgrades, and user account data transfers

Worked with vendors to resolve technical problems with computing equipment and software

Ensured seamless interconnectivity on diverse systems including associated validation systems, file servers, e-mail servers, application servers, and administrative systems

Avborne Heavy Maintenance Miami, FL 1999 – 2005

Computer Technician & Desktop Support

Installed, configured and maintain software applications, operating systems, administration and network monitoring.

Managed Active Directory, Blackberry Enterprise Server, MS Exchange.

Planned, designed, installed, troubleshot, and repaired LAN, WAN, and telecommunication hardware and software, fiber and copper connections.

EDUCATION & CERTIFICATION

Masters in Executive Management – St. Thomas University Miami Gardens, FL.

BA in Computer Information Systems – St. Thomas University Miami Gardens, FL.

Certifications: CompTIA A+ & Network+

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