Desktop Support System Administrator
Resume:
Ramiro D. Oliveira Jr.
******.**********@*****.***
Targeting Senior Desktop Support/System Administrator
Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.
Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.
Education
Bunker Hill Community College – Charlestown -MA (Present)
AS Computer & Data Forensic - Web Development certificate – System Administrator & CCNA Certificate (CCNA 1, CCNA2, CCNA3, CCNA4)
Penn Foster University– Pennsylvania, PA
Computer Repair Certificate
Valencia Community College – Orlando, FL
A.S. Emergency Medical Technician
Somerville High School – Somerville MA
Diploma - Basic Electronics, Technical trade
Summary of Qualifications
More than 12 years’ experience with computer repair and customer service.
Over 6 years of experience working in Enterprise network infrastructure.
Great knowledge of tools, equipment, practices and methods of installing, testing and repairing computers, servers, peripherals and related equipment.
Strong knowledge of electronic concepts and principles.
Excellent interpersonal skills using tact, patience and courtesy.
Remarkable ability to install, replaces, maintain and repair various types of desktops, servers, peripherals and related equipment effectively and efficiently.
Ability to utilize electronic testing equipment to determine defects and malfunctions.
Strong ability to schedule maintenance and repair work.
In-depth ability to understand and carry out oral and written direction.
Systems:
Windows 98 – 10, Mac OS 9 – 10.1, Microsoft Server 2003 – 2012, Microsoft Small Business Server – 2008-2013, Microsoft Exchange 2003 – 2013, Vcenter -EXSi 5.1 – 6.0, Hyper-V, WDS, Cisco Meraki
Software:
MS Visio, MS Office 2K-2016, Acronis, Norton Ghost, LogMeIn, Cobian, Vipre, Kaspersky, Gfi Management, Team Viewer, Photoshop MAC/PC, Dreamweaver MAC/PC, Altiris, Service Now, NetSuite, Bloomberg, Facset, Visual Studios, FTK, Checkpoint, Office 365 Hybrid / Cloud, Adobe Products, Microsoft Bitlocket, Symantic EndPoint Encryption
Professional Experience
Partners Healthcare / Insight Global
Boston, Ma Jan 2016 – December 2017
Application Analyst I – Office 365
Serves as analyst for Microsoft productivity applications, including Office 365 applications and services. The Applications Analyst works closely with business and service owners, end-users, and developers on system implementations, enhancements and upgrades. The Applications Analyst participates in testing, documenting, communications, and troubleshooting for the end-user community.
Serves on project teams that focus on IS initiatives involving enterprise-wide software development, productivity applications, infrastructure improvement, and network security. Work includes testing, documentation, troubleshooting and support. Works closely with project managers, developers and system designers to ensure reliable, high quality solutions.
Responds to second-line support calls for Microsoft productivity applications including SharePoint, Office, Skype for Business administrator with Multiples PSTN, and OneDrive for Business. Is responsible for day-to-day triaging and management of Office 365 Service Now queues, and takes an active role in ensuring that incidents are successfully brought to resolution, including coordinating remediation performed by resources in other departments.
Identifies and develops knowledge base articles for supported services including installation, education, best practices, and troubleshooting.
Prosper-IT / Robert Half International
Woburn, Ma June 2015 – Jan 2016
System Administrator /Desktop Support/Help Desk
The ability to maintain an understanding of multiple customer networks
Experience setting up and administering Microsoft Active Directory 2003-2012 R2 within business networks
Experience installing and administering Microsoft Exchange 2007-2013 within business networks
Experience installing and administering either VMWare or Hyper-V environments within business networks
Veeam Backup Management
Cisco Meraki – Deployment – Management
Support VOIP Systems
An understanding of the fundamentals of DNS and its role in business networks
Comfort working on different types of firewalls and switches equipment
Exceptional English communication - both written and spoken
Exceptional documentation skills
The ability to work in and contribute to a team environment
Perfecto Mobile
Woburn, Ma June 2014 – June 2015
System Administrator
Supporting onsite and remote employees based primarily in the Americas.
supporting on-boarding of new employees onsite and remote,
Support for technical issues/requests and support for corporate systems.
Knowledgeable on network fundamentals.
Knowledgeable on Cisco OS/CLI.
Strong knowledge of Windows 7 and Windows 8 PC and laptop support.
Experience with support of Macs in Windows environment.
Knowledge of WIFI configuration and maintenance, Cisco and 3rd Party.
Working configurative knowledge of Windows Server (2003-2012).
Working configurative knowledge of VMware EXSi 5, 5.5
Microsoft Active Directory, Office 365 (Exchange, Lync, SharePoint)
Support conference room equipment and Cisco Conference systems.
Support telephony (VOIP and mobile).
Flexible in handling out-of-office hour's work.
Partners Health Care Corporate IT / Randstad International
North Shore Medical Center, Salem Hospital, Salem Ma June 2012 – June 2014
Computer Support Technician – Windows 7 Rollout Team
Tasks as assigned via Service Center Helpdesk support system
Daily/weekly updating of Service Center case journal
Customer follow-up relative to open cases
PC deployment, hardware, OS, and software installations and upgrades
Software packaging and imaging via Altiris
Work closely with end-users, purchasing and facilities departments to define business computing requirements of departments, solutions and to provide more efficient and responsive support
Maintain proper documentation relative to Technical “how-to’s”, guidelines for standard procedures, check-lists for PC builds, and on-going “training” materials for current employees and new hires.
Develop and execute system test plans to ensure software functionality and compatibility
Assist in cross-training of team members as appropriate
Network troubleshooting, cabling (coordination/assessment), line toning, network node troubleshooting/installation
As a “Network Engineering Liaison” (when applicable), would interface with Partners Network Engineering and assist as needed
Ability to follow guidance and guidelines from Partners senior technical team member(s)
Project lead for new sites roll out.
Provided on-going support for desktop systems during and after roll-out
Attend weekly staff meetings
Present weekly status reports for all support cases
Participate in on-call rotation
MFS / ATOS, Boston Ma Oct 2011 – June 2012
Desktop Support Engineer / Windows 7 Rollout Team
Maintain, upgrade, and repair computers.
Built computers and network appliances and first hand support for it.
Image and configure systems including additional hardware/ software requests.
Performed new employee set-ups and training.
Performed data recovery & data migration services from damaged storage systems (HDD, USB Drives, etc…)
Requisition and maintain an adequate supply of parts and repair materials;
Maintained record logs of performed repair services
Maintained and updated inventory for hardware and software.
Held weekly progress meetings for Windows 7 deployment project
Mikrodots, Woburn Ma Jan 2010 - Jun 2011
Desktop Support Technician/ Data Center Support /Helpdesk
Lead Helpdesk services engineer – Assist on diagnose, troubleshooting, and resolution of customer’s technical issues.
Provide prompt technical support for e-mail, network connectivity, desktops\laptops (Windows and Mac OS), Windows Servers, Smart Phones (iOS, BB, & Windows), peripherals, printers, Microsoft Active Directory, Exchange, Lync, SharePoint
Assist users using remote software to diagnose, transfers files, and resolve cases.
Perform network wiring, terminations and troubleshooting.
Performs onsite server implementations and migrations.
Recovered data from damaged storage drives and/ or performs data migration.
Consult with vendors regarding project time frames and cost of customer’s projects.
Coordinate efforts with vendors and customer’s staff to assist on desired standardization of equipment to create more effective routines.
Research product prices and availability; requisition and maintain an adequate supply of parts and repair materials; maintain records of work performed and repair history.
Visit customer’s work sites for diagnosis and repair of desktop, servers and peripherals.
Christian Fellowship of Boston, MA / VOLUNTEER 2003 – present
Live Production/ Support Engineer/ Multi-Media Engineer
Deployment, maintenance and repair of computer equipment.
Schedule updated of hardware and software.
Project lead on network infrastructure upgrade.
Plan with senior staff member budget and project
Install, update and troubleshoot media presentation software.
Plan, budget, and install network wiring drops.
Plan and install media projection system (hardware & software) for live streaming.
Assist with migration, deployment and maintenance of virtualized systems using VMware vSphere.
Implement 24/7 Network Monitoring tool with ISP
Military Service
US Marine Corps, E-4 July 1996 – July 2000
Organization Mechanic
Florida Army National Guard, E-4 March 2002 – June 2003
Organization Mechanic
Languages
English – Fluently: Read, Write, & Speak
Portuguese – Fluently: Read, Write, & Speak
Contact this candidate