Technical Support Help Desk
Resume:
Wilson Molina
**** ****** ***** ** *** . ***
N RICHLAND HILLS, TX 76180
PHONE 787-***-****
E-mail: ac0r0u@r.postjobfree.com
https://www.linkedin.com/in/wmolina
PROFESSIONAL SUMMARY
IT Professional with 9 years experience supporting desktop computers, switches, access points, printers, and mobile hand held units within a Local Area Network (LAN). Software and hardware support specialist, seeking to contribute in the help desk support role. Able to work independently or in a group environment providing help desk support, troubleshooting, performing installations or computer maintenance.
TECHNICAL SKILLS & KNOWLEDGES
-Platforms: Windows 9X / NT / 2000 / XP / 2K3 /
Windows Server 2000 / 2003 / 2008R2 / 2012 R2/
Windows Vista / Windows 7 / Windows 8
-Storage Devices: Drobo SAN / Buffalo NAS /
Dell M3200 SAN
-Manufacturing System: Scada / 8M Tablet
Tester / SAP / Precisa / Korsch / Coating Pan /
Fette
-Programs: MS Project / MS Visio 2003 /2010 /
MS Office / Word Perfect
-Database: MS Access / SQL Express 2005 / SQL
Server 2008 R2 / SQL 2012
-Ruckus Platforms: Wireless Controller 7762 / AP
7982
-Virtual Platforms: Hyper V Server 2008-2012
R2 / VMware Server GSX 2.2 / VMware ESXi 5.1
-Networking: Ethernet / DSL / TCP / IP / Wireless
LANs / Patch Panel / Routing / Switch / AP /
Inbound & Outbound Balance / Print Server.
-VoIP Systems: 3Com / Cisco / Asterisk
-Ticketing Software’s: Track IT Numara / Kaseya
Enterprise
-Backups Platforms: Altaro Hyper – V /Acronis /
Backup Exe 2010-2012 / IBM Tivoli / Windows
Backup / Veeam B&R 6.5
-Cisco Devices: Switch 2900 / 2950 / 2960 /3500 /
SGE2000P / SGE500P / Router 1750, 1900, 2900 /
AP 1240 / 1260
-IBM Platforms: AS/400 iSeries
-Exchange Archiving: Symantec Vault /GFI 2013
HIGHLIGHTS OF QUALIFICATIONS
15 years of experience in customer service
Over 10 years of experience working in a help desk and call center environment
Demonstrated ability to quickly diffuse heated customer situations
Provided a leadership role in a team environment
Trained others in the use of applications and in technical support methods
Excellent troubleshooting and logical problem solving skills
High level of written and oral communication skills
Demonstrated ability to meet deadlines, and set priorities
Capacity to work with an environment with a Service Level Agreement
Over 5 years supporting the virtualization of servers. Wilson Molina
6853 MEADOW CREST DR APT . 210
N RICHLAND HILLS, TX 76180
PHONE 787-***-****
E-mail: ac0r0u@r.postjobfree.com
https://www.linkedin.com/in/wmolina
2 P a g e
PROFESSIONAL EXPERIENCE
tStreet Consulting
IT Consultant
(July 2013 – To Present) East Boston, MA
Installed, configured, RDP Server on Windows 2012 Platforms.
Exchange 2003 migration to Office 365.
Microsoft Exchange 2010 maintenance.
GFI MailArchiver maintenance.
SQL Databases migration, SQL Maintenance Plans, SQL Backups.
Configured CRM products per requirements, including testing, problem solving.
Setting up backups using Windows Backups, Altaro Hyper V.
Responsible for installation and configuration of SQL server 2008 R2 database on Dell Servers.
Installation, maintenance, update and support of all applications, systems.
Managing a Microsoft Windows Server 2003 /2008/ 2012 Environments.
Maintained and supported more than 80 servers between physical and virtual.
Managed user accounts, groups, print queues and controlling access rights using Active Directory.
Performed day-to-day administration functions, backup and restoration, file server maintenance.
Provided technical support for hardware/software configurations and applications. Excellere Consulting Associates
Network Administrator (Data Center)
(January 2013 – June 30) Guaynabo, P.R.
Responsible for third-level support for all server related issues.
Provided third party level support for internal computer problems and customer problems.
Installed and maintained network availability and performance monitoring and notifications system.
Installed, configured, and provide troubleshooting for Server 2008.
Installed and configured an Active Directory Domain Controller.
Designed and implemented Group Policy structure.
Monitor system performance and resources.
Proven ability to work well within a team and pro-actively share knowledge with others.
Maintaining service level at consistent level by developing, managing operational standards.
Supports server, network and desktop hardware, software and applications.
Network Infrastructure design and troubleshooting; WAN and TCP/IP administration.
Manages small to medium sized projects according to agreed upon budgets and schedules.
Implemented a Veeam Backup Server for all our VMwares Platforms.
Responsible for preparation of daily backup tapes to be used for the AS/400.
Media management using BRMS
Maintaining/creating user profiles
Setting up backups using BRMS
Managed installation, configuration and administration of Cisco equipment in IT architecture of organization.
Wilson Molina
6853 MEADOW CREST DR APT . 210
N RICHLAND HILLS, TX 76180
PHONE 787-***-****
E-mail: ac0r0u@r.postjobfree.com
https://www.linkedin.com/in/wmolina
3 P a g e
Created images for various divisions for all desktops and laptops using Acronis.
Installed and Configured Windows 2008 Server R2 for SSL.
Installed and Configured a NAS Server for Veeam Repositories. JC Automation
IT Help Desk Lead
(November 2010 – December 2012) Las Piedras, P.R
Trained other staff to use the programs and tools efficiently.
Maintaining service level at consistent level by developing, managing operational standards.
Checking all help desk operations so as to give better services to customers.
Cross checking work, if completing as per assignment.
Providing a proper training to sub-staff members.
Assisted in the management of software and telephone switch equipment.
Handled the tasks of tracking, documenting and monitoring minor and major problems .
Coordinated all schedules of the staffs.
Prepared documentation and training materials, coordinated technology related training.
Attended various phone calls in call center environment to deliver the customers support.
Maintained strong relationship with workers, which helps to provide better service.
Provided third party level support for internal computer problems and customer problems.
Creating SQL Server backups and manually restore.
Managed allocation of resources within the team, provided guidance support and performance management to team members.
Monitored Service Desk operations and escalated tickets to ensure client's problems are handled as expeditiously as possible.
Monitored Service Desk operations and escalated tickets to ensure client's problems are handled as expeditiously as possible.
Provide after-hours support including addressing high severity issues. JC Automation
IT Consultant
(July 2010 – November 2010) Las Piedras, P.R.
Dentsply Medical Dental Devices - Chicago, IL (2 Months)
Imaging Sciences Medical Dental Devices - Hatfield, PA (1 Month)
Pelton & Crane Medical Dental Devices - Charlotte, NC (1 Month)
Dexis Dental Devices - Atlanta, GA (1 Month)
Prepared documentation of each site and providing a proper training to our Team members.
Traveled frequently to each site for “upgrades, troubleshooting, maintenance, installing and configure hardware/software workstations”.
Implemented an image process for over 100 new laptops for the sales force.
Hard disk imaging, backups and restore data.
Performed desktop support to over 900 employees in person and by telephone.
Trouble shot network connectivity, network printing and user access issues.
Provide local and remote desktop support for corporate headquarters and 7 other locations. Wilson Molina
6853 MEADOW CREST DR APT . 210
N RICHLAND HILLS, TX 76180
PHONE 787-***-****
E-mail: ac0r0u@r.postjobfree.com
https://www.linkedin.com/in/wmolina
4 P a g e
Performed hardware and software installations and provided high-level customer care, training, and technical support.
Installed and Configured Windows 2003 Server (Roles, DHCP, DNS, Active Directory, File Server).
Providing support of IT networks, software, hardware and appliances.
Installed maintained Cisco Phone Systems, Setup Users. Johnson & Johnson Pharmaceuticals
IT Support Level 2
(Oct 2009 – April 2010) Gurabo, P.R.
Provided second level technical and IT support to a manufacturing industry to users between 100- 200 workstations for troubleshooting problems.
Perform on-site and remote technical support 24-7.
Expanded background knowledge in Windows XP, Microsoft Suite Office 200*-****-****.
Installed and Configured Windows 2008 Server (Roles, DHCP, DNS, Active Directory, File Server.
Developed projects to make improvements for the IT department.
Knowledge of Lockwood and Allen Bradley equipments.
1st, 2nd, and 3rd line support.
Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
Lead project for virtualized 20 workstations.
Nets
IT Support Level 2
(January 2009 – June 2009) Bayamon, P.R.
Responsible for all the management and control of all the computers, servers and networking of Nets Educational Excellence.
Assist students with PC and desktop application issues.
Set up network permissions using Group Policy Object or security Group.
Provided IT services to include building and repair, hardware and software troubleshooting, replacement of motherboards, processors and upgrading of personal computers and servers.
Installed and configured electronic boards and projectors.
Performed backups, restore data and installed programs.
Programmed and repaired desktop and laptops.
Configured printers, print server, scanner, copiers.
Installed configured and maintained network, routers switch, modem and Windows Server 2000
/2003 / 2008.
Computer World
IT Consultant
(November 2004 – May 2008) Humacao, P.R.
Installed and Configured Windows 2003 Server (Roles, DHCP, DNS, Active Directory, File Server, Nat, Child Domains, GPO, and Deployment).
Installed Security system (cameras) by cable or remote IP connection.
Configured Workgroups and Mappings. Configuration of printers, locally, network or print servers. Wilson Molina
6853 MEADOW CREST DR APT . 210
N RICHLAND HILLS, TX 76180
PHONE 787-***-****
E-mail: ac0r0u@r.postjobfree.com
https://www.linkedin.com/in/wmolina
5 P a g e
Installed and configured POS programs such as: Peachtree, QuickBooks and Monica 8.5
Data recovery, backups and restores.
Worked remotely with software such as: Logmein, Cross Loop, PC Anywhere, VPN, VNC, Team Viewer.
Configured Routers, Access Point, Switch and Modems.
Installed drops of cat 5E and wall plates.
Installation and Configuration of points of sales (POS). EDUCATION & TRAININGS
Interamerican Business College (1994-1996) Associate Degree in Information Systems
Advanced Microcomputer Technologies (2004) Amt Computer OEM Certified
Texas Computer Tech (2005) Computer OEM Repair
Texas Computer Tech (2005) Computer OEM Specialist
Expert Rating (2007) Computer Technician Test
Expert Rating (2007) Windows XP Test
Netyk Technologies (2007) Ethical Hacking
Netyk Technologies (2007) Managing and Maintaining Windows 2003 Servers
Netyk Technologies (2007) Networking Training
Universidad de Puerto Rico (2008) Technical Course Introduction to Networks
Netyk Technologies (2008) Web Design
Hp Learning Center (2008) HP Certification – Servicing HP Commercial Desktops Workstation and Notebooks
Hp Learning Center (2008) HP Certification – HP Desktops Pc Qualification
Brain bench (2008) Networking Concepts
Brain bench (2008) Cisco Network Support
Texas Computer Tech (2008) Network Specialist
Texas Computer Tech (2008)Windows Server 2000-2003
Instituto de Banca y Comercio (2009-2010 ) Management Information Systems
Universidad el Turabo (2010) Web Page Desing
Netyk Technologies (2010) Windows 2008 Server
Netyk Technologies (2010) Networking Training
Netyk Technologies (2010) Ethical Hacking Workshop
Netyk Technologies (2010) PHD IT Training
Netyk Technologies (2011) VOIP Asterisk
CAREER ACOMPLISHMENTS
Assisted in Implementing a Help Desk Department, including software selection and development of procedures Worked on the Help Desk to provide support for software, printing, and network access issues.
I had the opportunity to lead 5 projects and give IT Support to 5 different Manufacturing Plants in the USA.
Satisfaction Survey results reported 90% satisfaction by the users.
Team Leader of migration project from PRTC to OSNET. The scope of the project consisted in moving all the company appliances, devices, workstations, servers, print servers, access points, routers, switchboard, from an actual ISP to a different one.
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