Technical Support Information Technology

KAREL GONZALEZ TORRES

OBJECTIVE:

To further my career in the network engineering field. To work in an environment where I can use my networking abilities, relevant project management and technical expertise to the benefit of the organization.

TECHNICAL EXPERTISE

Operating System and IOS: Windows Server 2000/2003/2008/2012, Experience Linux OS (Ubuntu, Suse and Red Hat). (Desktop and Server). Cisco Routers, Wi-Fi Modem Routers

Applications and Services: Exchange 2003/2010/2013, ISA Server, Terminal Server, DNS, Active Directory, DHCP, IIS, WSUS, Office 365, MS Visio 2010, GFI Management Tools, LogMeIn, VMware, Citrix, Thin Clients, Kaspersky, Symantec, Viper, and Trend Micro Antivirus. Symantec Backup Exec, and Assembler Language and all its tools. Knowledge of Spiceworks Tickets Systems. Maintenance and support to VoIP systems. Cisco, Avaya and Motorola. Backup, Recovery and restore onsite using hardware or software technologies.

Hardware: HP-Compaq, Dell, Lenovo, PC Desktop, Servers and laptop Hardware, strong experience with local and networking printers. MAC, Tablets, IPhone, & iOS, Android. Cabling and installing network, telecommunication and satellite systems.

EMPLOYMENT HISTORY

Ave Maria School of Law, Naples (01/2016-07/2016)

NETWORK ADMINISTRATOR

• Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community.

• Administration of Windows servers, perform backups, support for LAN/WAN based application.

• Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.

• Support of hardware/software maintenance to include troubleshooting, installation and upgrades for Wireless and wired Systems.

• Determines the most effective manner to resolve client's technical issue. Engages in research and in depth troubleshooting to resolve technical issues. Consults with fulltime staff when necessary.

• Records required customer and problem information in the Call Ticket System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.

• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.

• Program and run some scripting for scheduled task using PowerShell and other languages

(Backup, Alarms, monitoring, etc)

• Manage and setup SCCM 2012 to deploy manages application deployments and updates on a device or group basis, allowing for automated patching with Windows Server Update Services and policy enforcement.

Direct TV, Fort Myers, FL (11/2014 – 01/2016)

NETWORK TECHNICIAN

• Install, repair and service satellite and cable systems. Design satellite systems and provide customer services.

• Design, install and maintenance phone, network and satellite systems. Cabling, assemble and dissemble antenna.

• Design. Install and repair burglar, CCTV and alarm System. Computer Solutions of America, Fort Myers, FL (www.csa4u.net) (04/14 – 11/14) NETWORK TECHNICIAN

• Support of hardware/software maintenance to include troubleshooting, installation and upgrades for workstations and servers.

• Administration of Windows 2008, 20012 servers.

• Support of hardware/software maintenance to include troubleshooting, installation and upgrades for Wireless and wired Systems.

• Administration and Support of Antivirus and Antimalware applications.

• Install and configure all personal computers, servers, and networking equipment for clients and external companies.

• Setting and manage SCCM 2012 to deploy applications and updates on mobile devices, PC in domain and group basis, allowing for automated patching and policy enforcement.

• Create some scripting task to backup and scheduled activities. Confectionery Company and Flour Derivatives (04/10- 01/13) NETWORK ADMINISTRATOR

• Provide technical support to more than 500 local users and 30 remote locations throughout Cuba

• Provide end user support for LAN/WAN based application, hardware, and peripheral devices.

• Install and configure all personal computers, servers, and networking equipments.

• Design changes to improve system and network configurations and determine hardware or software requirements related to such changes.

• Perform backups and verify their successful completion using operation system logs generated with NT backup and Backup Exec.

• Installed, monitored, configured and maintained our Imaging Tool to capture and deploy Windows XP/2003.

• Thin Clients configuration and support all day of correct operation and setting images backup of all systems.

• Design and Implementation of Network WAN of the Company.

• Administration and Support of Antivirus and Antimalware applications though Kaspersky Antivirus,

Habana Division. Cimex Corporation. (05/05- 05/10) SYSTEM ADMINISTRATOR

• Provide technical support to more than 500 workstations and 30 remote locations of company.

• Exchange 5.5, 2000, 2003 Implementation and Administration.

• WLAN Implementation and administration.

• Managed all day to day operational technical support work associated with the LAN and 20 WAN access using Cisco 1700-3600 families.

• Provided technical user on-site and phone support.

• Active Directory administration for 3 domain controllers and more of 30 servers.

• Documented all troubleshooting procedures and all client problems to maintain a customer record.

• Administration and Support of Antivirus and Antimalware applications though Trend Micro Server Antivirus.

• Print and File Servers administration.

Mobile Business Unit ETECSA. (10/01 – 04/05)

JR ENGINEER

• Junior Engineer and member after graduation of the Support and Maintenance team for GSM network.

• Take calls and troubleshoot user problems

• Shadowed System Administrators and Engineers

• Took Microsoft trainings including (Exchange and Active Directory, DNS, DHCP)

• Data Transmission Protocol (MPLS, xDSL, SDH)

• Internship on a team responsible for the design, implementation and support of corporate network.

EDUCATION AND CREDENTIALS:

• Bachelor in Science of Automatic Engineering. CUJAE. La Havana, Cuba, July 2001. (GPA: 4.71 / 5.0).

• Bachelor in Science of and Electronic and Telecommunications Engineering. CUJAE. La Havana, Cuba. July 2004. (GPA: 4.3 /5.0).

• Adjunct Professor. LA Havana, Cuba from 2004-2013. Teaching Automation and Informatics Engineering. Circuits and Math Program.

Professional Certifications:

• CompTIA A+ Certified Professional, (12/2013)

• CompTIA Network + Certified Professional, (4/2014).

• CompTIA Security + Certified Professional (5/2016).

• Coursing CCNA Cisco and VMware Certification.

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