Gustavo Montenegro III

**** ***** ***** **. *****: 832-***-****

Humble, TX 77346 Email: ac0qgp@r.postjobfree.com

PROFILE

U.S. Navy Veteran with extensive background in Information Technology, seeking a position in which my knowledge, skills, and abilities can be utilized to increase efficiency and profitability while providing an opportunity for growth and advancement.

TECHNOLOGY SUMMARY

Systems: Mainframe, HP UNIX 9.0, Windows 9X/NT/2000/XP/7, Novell NetWare

Software: MS Office 2003/2007/2010/2013/2016, PCAnywhere 9.0, Remote Assistance, Symantec Enterprise Protection, Trend Microscan, Ghost and Novell 6.0, CA Unicenter Management tool, HP RADIA client.

WORK HISTORY

November 2016 – February 2017 Motiva (Contract) Houston, TX

Deskside Support Technician

Assisted in the imaging and building of Toshiba desktops and laptops for Motiva in its transition from leaving Shell to its own independent company and domain and environment.

Imaged and built over 500 laptops and desktops running Windows 7 Pro while at Motiva.

Changed passwords and deleted computer accounts with Active Directory Users and Computers.

September 2016 – November 2016 NCR (Contract) Houston, TX

Service Technician

Performed service on POS machines for Walmart and Sams Club such as replacing parts that got faulty such as monitors, printers, scales, and debit card readers.

Pick up parts at various locations for other techs who cannot leave their location.

Service Self Checkout POS machines by clearing coins that are jammed or even bills that get jammed too.

Place calls into the helpdesk for software, hardware, and network connectivity issues that require remote assistance.

September 2015- May 2016 Sam's Club (Part-Time) Humble, TX

Sales Associate

Stock items in the Electronics Department.

Assist members with product questions regarding TV's, computers, an other various electronic products.

March 2015 – July 2015 CI Actuation and Valves (Contract) Houston, TX

Desktop Support Specialist

Provide Desktop Support to the local Houston office and also remote support to branch offices.

Use of Zendesk ticketing system to track assigned tasks. Supported Lenovo PC’s and laptops.

Create user accounts with Active Directory Users and computers and also assign users to groups with ADUC. Supported Samsung phones and tablets for employees and field techs.

Troubleshot hardware, software, email, and connectivity issues. Use Team Viewer to remote into computers at remote sites to troubleshoot issues.

Updated inventory with the CI-Business web database. Would input new devices or change custody of devices from one user to another in the database.

November 2014 – February 2015 Reverse Mortgage Solutions (Contract) Spring, TX

Desktop Support Specialist

Provided Desktop Support to local office and also remote support to branch offices across the U.S. Used SCCM as remote utility application.

Hardware, Software, Email, and connectivity troubleshooting. Did setups of new computers including imaging of the new computers and installation of apps requested.

Used Solar Winds ticketing system to track tickets and inventory.

Verified account status and group membership with Active Directory Users and Computers.

January 2014 - October 2014 GDF Suez (Contract) Houston, TX

Service Desk Analyst

Providing phone support to the corporate office and the Power Plants all over the U.S. Network is a Server 2008/2012 environment with Windows XP and Windows 7 Enterprise clients.

Service Desk supported a variety of issues from hardware, software, remote access which included Citrix VPN and Citrix VDI connectivity, email, and network printers.

Service Pro ticketing system used to create and route tickets. Bomgar remote utility is what is used to remote into computers to troubleshoot and resolve issues.

Used ADUC to create accounts, disable accounts, add users go groups, and change passwords.

Hardware supported is HP Elitebook 840 series laptops and HP 8000’s series desktops.

Oct 2012 – Aug 2013 Dyonyx (Permanent) Houston, TX

Service Desk Analyst

Provided phone support for the El Paso Electric company network which is a Windows Server 2008 Network with Windows XP Pro and Windows 7 Pro/Enterprise clients.

Supported issues ranging from hardware, software, network printers, remote access connectivity, email, and network share access.

Remote access consisted of connectivity thru Aventail VPN client, Citrix, and Go To My PC software.

Used Cherwell ticket tracking system to log tickets and route tickets to appropriate teams for escalation.

Hardware consisted of Dell Latitude E6400 series laptops and Dell Optiplex 900 series desktops. Printers consisted of HP Multifunction printers (CM6040).

Created user accounts with Active Directory Users and Computers. Also added user to groups with ADUC. Created mailboxes, user and shared, with Microsoft Exchange Management Console.

July 2011 – Jan 2012 Occidental Petroleum (Contract) Houston, TX

Desktop Support Technician

Provided hardware support for Dell Optiplex 700 series desktops and Dell 5400 series Workstations. Support included Dell Latitude D600 series and E6400 series laptops.

Deployed and supported Blackberry models Bold, Curve, and Torch. Did Enterprise activations, security wipes, backups and restores too. Also supported the IPhone 4 and 4S going thru Zenprise activation.

Installed software to XP users with NetInstaller and for Windows 7 users Microsoft SCCM 2007 for software deployment. Encrypted laptop harddrives on Windows 7 with Bitlocker.

Setup and configured network printers. Mostly HP Laserjet, Color Laserjet, and Multifunction printers. Also supported Xerox Workcentre’s.

Troubleshoot network connectivity issues ranging from hardwire, wireless, and VPN thru the Citrix web-based VPN Client.

Remoted into users computers with Famatech RAdmin remote software utility. Supported email on Exchange 2007 system with Outlook 2003 and 2007 clients.

July 2010 – October 2010 Baker Hughes (Contract) Houston, TX

Support Analyst

Provided phone support for the Baker Hughes Network which is a Windows 2003 Server network with Windows XP Pro and Windows 7 Enterprise clients.

Issues ranged from hardware, software, and network connectivity problems.

Supported Dell Optiplex Desktops 700 series and Dell Latitude D600 series and Latitude 6000 series laptops. Support included Office 2003 and 2007 and email is an Exchange 2007 system.

Tracked calls and escalated incidents with Computer Associates Unicenter Management tool. Remoted into users computers with this tool also. Used HP RADIA client to install software.

Used Active Directory Users and Computers to reset network passwords, verify permissions, and user group membership.

Supported user connectivity: wired, wireless, or VPN. Cisco VPN client for VPN Connectivity.

Assisted users with Enterprise Activation of their company Blackberry models ranging from Curve, Bold, and Torch.

August 2009 – May 2010 Galena Park ISD (Perm) Houston, TX

Computer Technician

Provided on-site support to the 26 campuses that make up the Galena Park ISD.

Issues ranged from hardware, software, and Intranet and Internet connectivity problems. Also email and various educational applications.

Computers ranged from HP Pavilion’s to Dell Optiplex 210L to 380 desktops. Notebooks were Dell Latitude D530’s and D5500’s

Novell network with Windows XP Pro on the desktop. Used Ghost to image and re-image computers.

Used Symantec Enterprise Protection for antivirus and antispyware software. Also used Malwarebytes.

Used NWAdmin to create accounts and also to set permissions and assign users to groups.

Jan. 2008 – Nov. 2008 Houston Assoc. of Realtors (Perm) Houston, TX

Technical Support Specialist

Provide support for users on the HAR Network with issues ranging from hardware, software, email, and network connectivity. Support for two Domains of over 100 users on a Windows Server 2003 based network with Windows XP Pro clients.

Duties performed include network password resets with Active Directory Users and Computers. Also created user accounts and email accounts with Active Directory Users and Computers.

Configured Proxim Wireless Access Point and SonicWall 170 firewall for remote sites.

August 2005 - Jan 2008 Kellog, Brown, and Root (Perm) Houston, TX I.T. Service Desk Analyst

Provided users on the KBR Network with issue ranging from hardware, software, email, and network connectivity. Support two Domains of over 8,000 users worldwide on a Windows Server 2003 network with Windows XP Pro clients.

Duties performed included network password resets with Active Directory Users and Computers, SAP, and remote access. Assist remote users with VPN connectivity issues on dial-up, DSL, Cable Modem, and high speed WiFi connections.

Used Remote Assistance to connect to users computer to troubleshoot issues. Removed viruses and spyware with the user of Spybot and Norton Anitvirus.

Submitted and escalated tickets thru Global Service Center ticketing system.

Sept 2003 - Feb 2005 Shell Oil (Contract) Houston, TX Helpdesk Support Specialist

Provided hardware, software, and network connectivity support for the Global Shell Network which consisted of four Domains and over 10,000 users worldwide.

Reset passwords and unlocked SAP accounts. Reset network passwords and unlocked accounts with Active Directory Users and Computers. Used Global Service Center ticketing system.

Used Netmeeting to remote into users computers. Assisted and troubleshot VPN and Citrix connectivity issues. Assisted users with installing and configuring PDA's.

EDUCATION TRAINING/CERTIFICATIONS

Aug 2010 -Present Lonestar College AAS Cisco Networking

Aug 1991 – Aug 1999 US NAVY Information Tech Specialist

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