TIMOTHY M. BELTRAN

Triangle/RTP, NC

ac0gig@r.postjobfree.com 919-***-****

SKILLS

• Providing best-in-class support by using strong troubleshooting and problem solving skills, coupled with superior customer service skills and interpersonal skills

• Effective professional communication both written and verbal, whether it's one-on-one, in a Team setting, or done for a Department as a whole

• Extensive experience providing technical support and related services, (desktop and help desk)

• Client/User and Team training along with the creation of documentation when appropriate, for reference; such as for problem resolution of difficult or common issues

• Able to work in a Team environment and/or independently with limited supervision

• Advanced working knowledge of: MacOS, Windows Server 2008/2012, & Windows XP/Vista/7,8,10, Active Directory (ADUC), troubleshooting DNS & DHCP issues, DOS, cmd/bat scripting (menus and/or automation), pstools (psexec, pskill, etc.); some VBscripting as well simple scripts/code for automation, i.e. postbuilds, uninstalls, etc.

• Managing, provisioning, and support of Citrix and Citrix Online applications/products: XenDesktop, GoToMeeting, GoToAssist, ShareFile, etc... on PC's as well as mobile devices

• Setting up and supporting mobile devices, (BlackBerry, iOS, Android) for email, WiFi, etc...

• Help manage IT Security items, such as: managing PC's via McAfee's ePO console, verifying systems are not at risk, pushing updates or installs/reinstalls via console. Actively managing and assigning RSA physical/soft (PC, iOS, Android) tokens. Extensive knowledge and experience with virus/spyware/malware remediation

• Creating/editing Distributions Lists via Microsoft Exchange access, granting mailbox access, adding alias', restricting rights to email on DL's, etc...

• Windows Deployment Service (WDS) and ImageX– Windows Imaging of desktops, laptops, or hardware independent image

• PC/Laptop hardware and software knowledge: break/fix, builds, installation, upgrades, and assembly Dell, HP, Gateway, Compaq, Digital, IBM, Dell, IBM, Toshiba; HP, Dell, Ricoh laser/ink printer knowledge and support as well

• Remote Control Tools: SMS, Dameware, Bomgar, GoToAssist/GoToManage, Windows RDP

• Software: SMS (Installing apps and remote tools), Antivirus (Symantec, SEP, McAfee, Norton, AVG), MS Office 97-2016, E!OC, Remedy, ServiceCenter, Tivoli, Norton, Norton Ghost4.x and up, Rumba, Citrix, Jet Admin, HP OpenView, Lotus Notes

• VMware and Virtualization via VMWare ESX

• Programming: BASIC, VB, some SQL, & HTML; understanding/basic-knowledge of AutoIT

• UNIX: AIX, HP, Sun Solaris along with Veritas VM

• Structured wiring

CERTIFICATIONS

• MCP

• A+

• DCSE (Dell Certified System Expert)

EDUCATION

Associate in Applied Science Information Systems

Wilson Community College, Wilson, NC

Phi Theta Kappa Honor Society

PROFESSIONAL EXPERIENCE

Sysomos, Raleigh, NC

Systems Administrator 11/16 – Present

• Point of contact for internal technical support

• Setup all laptops for new hires and needed services/systems

• Support Windows and Mac environment; assist/troubleshoot internal technical problems

• Manage access to various systems, applications, and VPN; manage Windows servers, G Suite, Jira, and Confluence

• Support/Manage Cisco IP equipment and some Cisco networking equipment

• Maintaining Active Director System and RADIUS

• Work with Audio Video (AV) equipment

Citrix ShareFile, Raleigh, NC 10/15 – 11/16

Technical Support Engineer

• Provide technical assistance on Citrix products to Enterprise customers that may be small to medium size, scope, and/or political complexity - via phone, email and/or remote access using strong analytical, problem-solving, negotiation, and organizational skills.

• Perform problem analysis and isolate problems of minimal to moderate complexity, with general instruction and oversight from team leads and/or management by means of a strong working knowledge of the factors affecting performance of complex systems and networks.

• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.

• Collaborate with other Technical Support Engineers who may need assistance working a case; utilizing expertise to help them in order to most quickly facilitate solutions for customers.

• Leverage internal technical expertise, including other product engineers, software developers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.

• Achieve and maintain targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.

• Publish articles on relatively straightforward technical support issues in Citrix's online knowledge-base.

• Document cases, recommendations, and resolutions clearly in the CRM system. Citrix ShareFile, Raleigh, NC 01/13 - 09/15

Global Customer Support Coordinator

• Provide overnight support via phone, chat, and email to new and existing ShareFile customers

• Work on issues that range from answering product questions to providing basic to moderately complex technical support, such as SSO/SAML configuration, ADFS, and Sync

• Initiate remote control sessions for further troubleshooting and resolution or fact finding in order to collaborate with team for resolution or escalation

• Escalate issues as necessary to Level II & III for further troubleshooting and resolution

• Provide instruction on use and application of products; answers questions Citrix Systems / Citrix Online, Raleigh, NC 02/12 - 02/13 Lead IT Support Associate

• Provided support, (as well as continual support/assistance due to acquisition of ShareFile) to Data Sharing group, (Sales, Support, and Software Development Teams) within the Cloud Services group; also assisted with supporting other Citrix Systems employees throughout the Enterprise as well as employees within the Citrix Online Division; was main point of contact for Executive customers.

• Coordinated, diagnosed, and troubleshot employee issues, provided support services to employees with technical problems and information technology issues involving desktop, laptops, or IT services from local personnel or from employees using network remote access; systems running both Microsoft Windows on Desktops/Laptops as well as support for Mac's; provided support to mobile devices, such as Apple iOS and Android products, including Tablets/iPads.

• Provided multi-domain support, utilizing ADUC whenever necessary; also provided support of Outlook via Exchange console for creating/editing Distribution Lists, ownership changes, mailbox access, mailbox alias, ect...

• Supported XenDesktops as well as other Citrix products such as Citrix Receiver, ShareFile widget, GoToMeeting, GoToMyPC, etc...

• Was lead to junior members of the team, consulted as subject matter expert and helped guide other team members in handling complex technical issues.

• Was responsible for the timely resolution of incidents and service requests for Citrix employees; took ownership of incident/service requests from inception to resolution.

• Worked on problems of moderate scope where analysis of situation or data required a review of identifiable factors; engaged the necessary IT resources to resolve incidents that required the contribution of multiple IT teams; exercised judgment within defined procedures and practices to determine appropriate action.

• Supported the technical infrastructure and customers at company events and/or acquisitions.

• Communicated highly technical information as necessary to both technical and non-technical personnel.

High Point Regional Health System, High Point, NC 11/08 - 12/11 Desktop Support Technician II - Team Lead/Desktop Engineer

• Provided direction to five members of Desktop Support Team, Managed ticket workflow and detected ticket trending; assigned needed resources.

• As point of escalation, gave assistance in resolving issues by providing Level II support and/or assigning Level I Technician(s) to investigate/resolve issue and/or notifying and assigning appropriate member(s) from IT Department (Application, Server, Network, etc

• Helped to manage projects, ensuring they were completed as necessary, on or prior to project deadline date.

• Attended weekly meetings and/or project meetings, assessed needs of other departments and/or department managers during meetings and developed plan of action according to those needs.

• Assigned Technician(s) to address departmental needs or assist with project completion as needed.

• Verified PC’s/User’s were listed in their correct OU in AD via ADUC; performed routine tasks such as moving User’s/PC’s, unlocking/resetting User Accounts, renaming/deleting PC’s, and so on.

• Helped with asset management of desktop PCs, laptops, and software.

• Helped track CompuTrace/LoJack client on laptops via management console; if device call-back date was 14-21 days old, tracked device down in order to have client/user remediate issue.

• Subject matter expert in remediating PC's that were infected with viruses/spyware/malware.

• Provided a great deal of remote support via Bomgar and/or Dameware along with PSTools.

• Created RIS/WDS solution with the ability to boot from USB jump-drive/key allowing Technicians to image and/or reimage a PC "on the fly"; created a Windows 7 deployable image via ImageX as well.

• Created bat/cmd menu selection-screen to automate capture and deployment of PC(s) for technicians, including Windows 7.

• Created many bat/cmd solutions to help Technician workload and be more efficient, by essentially automating certain tasks; some required no input whereas others may ask what the hostname of a PC was, after which, the cmd/bat file would "run" the needed task(s) on given PC name.

• Created Software Tool via cmd/bat file. Upon launching tool, it listed several applications to which you could install, listing them along with a corresponding number; select/input number that corresponded to given application, which launched the installation process; this, in itself was automated, no input required from Technician during the installation of given application, (quiet/unattended installation).

• Managed company’s desktop/laptop images, (per hardware model) and updated them continually; created “vanilla” hardware-independent image in order to manage Windows image more effectively.

• Helped with the initial setup, troubleshooting, and usage of WSUS. CSC (Computer Sciences Corporation), Blythewood, SC 4/08 - 10/08 System Administrator Associate Professional

• Provided Wintel/Windows System Administration for various accounts, remotely; trained and used ServiceDesk tool.

• Participated in and graduated from internal UNIX Academy, which provided insight and practical training with AIX and Solaris along with Veritas VM, and HP UNIX.

• Worked on team to virtualize servers (P2V's) via VMWare ESX. Created “sandbox”; loaded physical server with MS Server 2003 then tested P2V’s.

• CSC supports and implements processes such as ITIL, SOX, and SigmaSix. Sprint Nextel, Piedmont Triad/Triangle-RTP, NC and Greenville/Columbia, SC 12/00 - 04/08 Technical Support Technician II

• Facilitated hands-on support for both Network (data and voice) and Server Teams; troubleshot or upgraded/replaced network/hardware equipment if necessary.

• Provided all End User support at the highest level last level of support, such as hardware, software, and voice/PBX; provided best-effort support on wireless/cellular phones for syncing of calendar and contacts via desktop and/or wirelessly using Microsoft Activesync.

• Used Norton Ghost daily throughout the day for imaging.

• Installed network hardware components and configured them with help from Network Team.

• Provided support for/to all Sprint Nextel sites; Retail, Field Offices, and Engineering/RF sites (also supported Raleigh, Cary, Greensboro, and Charlotte, NC).

• Provided remote resolution of issues via Dameware and/or SMS.

• Provided on-call support at all times; customer service skills a must.

• Had an active role as Retail SME, communicated with team on a regular basis in regards to projects, challenges, and/or process changes; was available to answer any question(s) on ‘how to’ items including support on the Retail side.

Sprint e Solutions, Raleigh, NC 12/99 - 12/00

Technology Solutions Consultant

• Provided IT support, including Project Management.

• Provided Desktop Support to various departments, 200+ machines.

• Exhibited superior customer service skills/soft skills in a very professional atmosphere.

• Troubleshot problems to find best solution so users would not have downtime. At times, extensive research was required and essential to find the best possible solution.

• Built PC’s to bank standards, if reimaging a PC was necessary, used Ghost to back-up PC prior to reimage; used Ghost heavily to image and maintain standardized desktop image.

• Worked with Application Tester, verifying new applications worked correctly against desktop image; documented tasks along with screen-shots during testing process. Square D (TekSystems Contract), Knightdale, NC 09/99 - 12/99 Desktop Support and Computer Operator

• Provided Desktop Support, troubleshot problems as needed to maintain users’ working environment.

• Provided some hardware fixes; installed various applications.

• Checked in/out new PC's and/or other hardware, installed some PC's when possible.

• Ran reports on a weekly basis and distributed printouts to proper departments.

• Changed backup tapes.

Regional Waterproofing Co., Zebulon, NC 05/99 - 09/99 Information Systems Manager

• Worked in a small office with a server and four desktops.

• Provided all maintenance, upgrades, and problem resolution.

• Performed Y2K tasks i.e., compliance checks and installation of patches and/or upgrades.

• Created excel spreadsheets for tracking vacation and sick time for all employees. City of Wilson, Wilson, NC 09/98 - 05/99

Computer Operator

• Operated data entry terminal and peripheral equipment on an AS/400 system.

• Monitored system activity, took corrective action when necessary.

• Released jobs and/or printouts and distributed them to proper departments.

• Updated files, maintained prepared reports and tape library.

• Helped Desktop Support Technicians with problem resolution and repair. Abbott Laboratories, Rocky Mount, NC 08/96 - 06/97 Computer Operator Trainee

• Operated AS/400 and "Hi-Rise" computers, maintained systems performance by means of a console terminal.

• Was single point of contact for problem reporting including AS/400 Hi-Rise, PC systems, and network users.

• Analyzed potential problems and took corrective action.

• Assisted Systems Technician in PC/Terminal/printer hardware problem resolution and repair.

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