OBJECTIVE

To continue progressing in the IT field helping others use the current technologies available and research the new technology so we can continue to progressively move forward using what we have, and the future technologies

PROFESSIONAL EXPERIENCE

Westinghouse/Wectec LLC, VC Summer Nuclear Station, Jenkinsville, SC, August 2016-July 2017

Technical Support Specialist Level 2

Deskside Support Operations for 5000 Employees Plus External Contractors Working on Site

Use of Active Directory for User Account Management and Control, Shared Resources Control, Managing Licensed Software Distribution

Cisco Telephone System Support, Configuration, Troubleshooting, Cisco Applications Install, Configuration, Troubleshooting for Employees Working from home Using Cisco IP Communicator and Cisco AnyConnect for VPN access

Surveillance Systems Configuration, Support and Installation of Cameras Around the Site

Helpdesk Operations Support for all Onsite Clients as well as Clients Working at Remote Locations Requesting Support by Phone

Remote Sessions Support using Windows System Tools to Administer Customer Computers working Onsite and at Remote Locations

Onsite Asset Management Control; Tracking, Locating, Disposing, Deploying and Recovering

Software Applications Support, Management and Distribution of all Software Applications over the Network Using Windows SCCM

Support, Configuration and Maintenance of Hardware Devices Networked or Standalone at the Client Location within the Plant

Field Operations Support, Servicing Devices Used at the Plant, Including Laptops, Desktops, Cell Phones, Tablets, and Printers

Internal Computer Parts Swapping Support is Provided in House as some Devices not under Manufacturer Warranty

Using Mcafee EPolicy Orchestrator for Backup and Restoration of Client Data in Cases of Disaster Recovery

Computer Operating System Distribution using Microsoft System Center Configuration Manager SCCM for Re-imaging

Using ClearPass Policy Manager CPPM for configuration checks and control of Cisco Switches over the ARUBA Network at the Plant

Using Remedy Ticketing System to Keep Track of All Issues for Troubleshooting and Situation Awareness Purposes

Teradata Corporation, Lexington, SC, April 2013- July 2016

Technical Support Specialist

Customer Support of Big Data Backup Solutions Over the Phone and Remote Connection Sessions

Field Operations Support at Customer Site; Installing, Configuring and Troubleshooting Hardware on Existing Systems, Swapping Internal Parts on Nodes as Needed by Customer to Keep Systems Functioning Flawlessly

Linux Operating System Support; Operation, Managing and Troubleshooting Systems on Site or Remotely Using Axeda Remote Software

Operations Support of Disk Arrays as a Backbone of the Company Systems Offered to the Customers, RAID LEVELS Supported; 0,1,5. Some Instances Required Swapping the Whole Disk Array of Drives, and Hardware Including Motherboards or other Components

StyleAsia Inc, Moonachie, NJ, March 2012 – Nov 2012

Technical Support Specialist/Consultant

Support and Administration of Multiple Servers -Windows Server 2008 Enterprise Edition, Windows XP and Windows 7

RAID LEVEL 1 Integration with Multiple Drives

Active Directory Administration

SQL Server Administration

Microsoft Exchange Server Administration

QuickBooks Management Server Administration

Avaya IP Office R7 Manager

Hardware Disposition and Support

Administration and Maintenance of Company Websites

Company Firewall Administration

Desktop Operations Management and Administration- Training, Support, and Maintaining for Employees and their devices

Surveillance Equipment Administration and Daily Operation Support, Troubleshooting, Configuring and Maintaining

PriceWaterhouseCoopers LLC, Columbia, SC, Nov 2010 – Dec 2011

Desktop Operations Support Specialist/Consultant

Desktop Operations Support and Remote Support for Employees- Supporting about 500 Plus Employees

SAP Application Support

Support and Troubleshooting for Employees using Microsoft Software, Lotus Notes

Network Operations Support- Remote Connections, Installation and Configuring Client Applications, VPN Configurations

Assisted Network Team- Preparations for an Engagement- Connectivity, Hosting Applications, Configuring Firewall

Support of Hardware Configurations (Local Network and Standalone)

Active Directory Operations Support- Creating and Configuring Employee Accounts

Providing Telephone Configuration Support and Troubleshooting- ROLM, CISCO Telephone System Configurations

Schaeffler Corporation, Fort Mill, SC, May 2010 – Nov 2010

Technical Helpdesk Analyst/Consultant

Provided Tier 1-2 remote and on-site Support to 10,000+ Employees world-wide; averaging 40+ tickets per day

Supporting internal employees by Telephone, E-mail, and a customized version of Peregrine Ticketing System

Utilized customized Internal Tools to support the Distribution of Software and Maintenance of the Operating Systems

SAP Application Support: Installation, Configuration and Troubleshooting for Local and Remote Clients

Microsoft Office 2007- Support: Installation, Configuration and Troubleshooting of all Applications within the Suite

Active Directory Operations Support: Employee Account Management, Networked Devices Management

Other Systems Support: Citrix, AS400, Mainframe

Highmark Corporation, Pittsburgh, PA, 4/2009 – 11/2009

Technical Helpdesk Analyst/Consultant

Providing Technical Support for Employees and External Clients using the Telephone, Email, Live and Peregrine Ticketing System

Provided Tier 1-2 support to 2,000+ Employees supporting an average of 30-40 tickets per day

Support of Lotus Notes and Outlook 2007: Helping all Clients Migrate from Lotus Notes to an Outlook 2007 Environment

VPN Configuration Support: Configuration, Installation and Troubleshooting for Remote Clients

SAP Application Support: Installation, Configuration and Troubleshooting for Local and Remote Clients

Microsoft Office 2007 Applications Support: Installation, Configuration and Troubleshooting of all Applications

Active Directory Operations Support: Employee Management, Networked Devices Management

Tivoli Support: Used for the Distribution of Software, System Upgrades and Maintenance, Monitoring Devices across the Network

Altiris Client Management Suite: Distribution of Software and System Upgrades and Maintenance

Other Systems Supported: Citrix, AS400, Mainframe, and Macintosh Operating System

Support of Blackberry Phone Devices- Configure Employee Devices for Email and SMS Enterprise Services

Bayer Corporation, Pittsburgh, PA, 5/2007 – 2/2009

Technical Helpdesk Analyst/Consultant

Providing Technical Support for Internal Employees and External Clients using the Telephone, Email, and the Peregrine Ticketing System

Lotus Notes application support for Employees Locally or Remotely connected to the network

Utilized proprietary customized tools to Support the Distribution of Software and Maintenance of the Operating Systems

Support of VPN Configurations: Configuration, installation and troubleshooting for remote clients

Windows Operating Systems support: support for all Windows Operating Systems used by clients

SAP Application Support: Installation, Configuration and Troubleshooting for Local and Remote Clients

Active Directory Operations Support: User Management, Networked Devices Management

Cardo Systems, Pittsburgh, PA, 9/2005 – 5/2007

Technical Helpdesk Analyst/ RMA and Quality Control Specialist

Providing Technical Support to Clients using the Telephone, E-mail and an Internally Designed Microsoft Access Database

Help Support Company Products: Installing, Configuring, and Troubleshooting Bluetooth Devices Designed by the Company

Bilingual Technical Contact (Spanish)- Support for Clients who would rather speak their Native Language

Promoted to Quality Control Specialist within the Company: in addition to the duties mentioned above, other duties were assigned

Contributing knowledge and findings for the Development of Technical Instruction and Configuration Manuals for Clients and Vendors

Providing Feedback and Technical Knowledge for the Development of Internal Troubleshooting Processes for the Support Team

Testing Returned Merchandise: Providing Technical Reports and Feedback to Management for Developing Future Products

Sprint Corporation, Carlisle, PA, 3/2003 – 12/2004

Technical Helpdesk Analyst Level 2

Providing Technical Support for Customers, Using the Telephone and Company Provided Networked Application Tools

AS400/TPX System use: Using the system to keeps track of all information from the clients

Remote Connection Troubleshooting for Networked and Stand Alone Equipment at Customer Sites

Windows Operating Systems Support: Windows XP Professional and Home Edition, Windows 2000 Professional and Server Edition

Support and Troubleshooting for Macintosh Computers: OS 7.1.1, OS 7.1.2, OS 8 and Later Versions

Providing Support and Configuration for Broadband Components Integrated with Multiple Computers using Different Operating Systems

DHCP Server Support and Configuration, or if Preferred by the Client, Manual IP Configuration for their LAN Computers and Equipment

Troubleshooting Connectivity Issues Remotely to Identify Possible DSL Line Problems from the Resource Site to the Customer Locations

Bilingual Client Support Team- all Spanish Requests were Directed to our Team for Support

Hershey Corporation, Harrisburg, PA, 9/2002 – 11/2002

Technical Helpdesk Representative /Consultant

Providing Technical Support to Field Sales and Internal Staff, by Telephone, E-mail and Tracking Issues Through Remedy Tickets

New Holland Corporation, Mechanicsburg, PA, 4/2002 – 8/2002

Technical Helpdesk Representative /Consultant

Providing Technical Support of company customized applications using telephone, e-mail and customized ticketing system

Intellimark IT Corporation, Mechanicsburg, PA, 4/2001 – 4/2002

Technical Helpdesk Representative

Providing technical support for all customer using the telephone, e-mail and remedy ticketing system to track all issues

Earthlink Corporation, Harrisburg, PA, 10/2000 – 4/2001

Technical Helpdesk Representative

Providing support for customers using internet services from the company, such as internal and external networked communications

UNITED STATES MARINE CORPS, 1992 – 1999

CERTIFICATIONS

CompTIA A+ Certification Mechanicsburg, PA 03/2002

STI Knowledge Helpdesk Certification Mechanicsburg, PA 05/2001

EDUCATION

The Chubb Institute Technical Support Specialist Diploma Jersey City, NJ 10/1998

Barringer High School High School Graduate Diploma Newark, NJ 06/1991

ADDITIONAL SKILLS

Bilingual Technician; Speak, Read and Write in Both, English and Spanish; Able to Translate at a Fast Pace between Languages

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