Juan Gastelum

**** ******** ***** ******, ** ****6, Mobile: 909-***-****, ac1j0u@r.postjobfree.com

Professional Summary

Proven record of accomplishment in successful IT project management while incorporating strong analytical, planning, and prioritization skills. Extensive product knowledge coupled with creative ideas for product applications in computer, and office automation solutions. Proven ability to develop efficient ways to improve and streamline repair procedures to meet organization goals and business imperatives. Works product ively in teams and autonomously self-motivated with a stellar work ethic.

Experience

Spectrum Brands April 2013 – present

IT Desktop Administrator

Extensive experience with installation and maintenance of a range of software applications.

Helped to establish Latin America service desk.

Train and support global Level 1 and 2 help desk staff.

Provide subject matter expertise in resolving incidents and problems by taking the lead in diagnosis and troubleshooting of software and hardware technologies.

Problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible such as Windows security patches.

Work with management to ensure the accuracy, validity and integrity of the inventory and asset management data as it pertains to the Desktop Support area at all points during the lifecycle of the device

(order, receiving, stock, deployment, move, retirement, and swap).

Diagnose and resolve software and hardware incidents including operating systems (Windows and Mac).

Comprehensive knowledge of system administration and assorted network hardware.

Adept at coordinating efforts with other IT staff members on various projects.

Perform analysis, diagnosis, and resolution of complex desktop, laptops, RF units, and mobile devices for end-users and implement corrective solutions including off-site and on-site repairs.

Consult with management and reviewed projects and tasks to meet goals, deadlines, and procedures for accomplishing projects and assigned tasks.

Produced business standard documentation related to implementation, testing, and self-help guides.

Coordinate the implementation of agreed remedies and preventative measures.

Identified problems, troubleshoot, and provided assistance to end-users.

Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones, and telecommunications equipment.

Liaison for hardware and software vendors to verify timely product delivery ensuring that new updated software and hardware meet the standard to the company environment.

Install, configure, deploy, support, and maintain applications on windows platforms.

Support and maintain network devices like but not limited to network printers, Cisco access points, wireless network devices, routers, and servers.

Globally support RF devices with Soti-Mobi Control and Stay-Linked applications.

Proficient in setting up phones over IP with Cisco call manager.

Support UNIX Red Prairie print queues.

Analyze and support the Dematic application and the conveyor system.

Perform on call duties on a quarterly basis to provide 24/7 support for the Help Desk.

Document procedures, standards, best practices configurations, settings, installation sequences and back- out instructions.

Allied Digital Services (Stanley Black & Decker) Nov 2007 - April 2013 Lead Technical Analyst/Desktop Systems Technician

Perform analysis, diagnosis, and resolution of complex desktop, laptops, RF units, and mobile devices for end-users and implement corrective solutions including off-site and on-site repairs.

Document, record, and track requests via Service Now and HP Service Manager for configuration and install of computer, phone, mobile RF, printer equipment, and software.

Perform system analyst activities by defining system requirements, priorities and viable alternatives and making recommendation in areas as they relate to current and future business environments and needs.

Maintain user accounts (add/modify/delete) in various systems.

Project Lead on Go Live projects in the deployment of many workstation migrations, as well as conversion and upgrades to existing applications.

Provide workstation and application support, and maintenance using various utilities to troubleshoot, repair and check configuration of workstations and applications as well as provide comprehensive analysis of customers' requests, recommending appropriate solutions.

Provide technical assistance to system users by assessing, installing, testing and maintaining hardware.

Providing support for Windows related issues such as computer viruses, configuration of network (LAN or WLAN), Microsoft Office suite applications and various web browsers

Assist with incident calls and EISRs coordination for Desktop Support team.

Create and provide daily stat reports to various levels of management. Advanced Data Products Sep 2000 - Nov 2003

IT Service Manager

Provided relevant IT information to the business unit CIO for cost and capability transparency.

Helped business understand how adjust to anticipated technology or product changes.

Maintained engagement with customers and IT operational groups.

Established IT budget to adhere to financial plan.

Established and successfully managed service department by implementing HP ticketing system.

Operational experience functioning across a comprehensive section of IT services.

Coordinated and trained new employees on service repairs.

Trained clients on new software applications and operations.

Assisted in establishing remote service centers in Southern California.

HP Certified in LaserJet printers, plotters, and “all-in-one” units.

Serviced Brother, Lexmark, and Okidata printers and fax machines. Everprint Technology, Inc. Apr 1992 - Aug 2000

IT Manager Service Operations

Established and successfully managed day-to-day operations of the service department including budget management, customer service, and staff management.

Defined the service, ensuring services were delivered in accordance with the agreed business requirements, and managing the service lifecycle in conjunction with company business plan.

Met company goals for revenue generation, profitability, budget standards, employee retention, and customer satisfaction.

Developed emergency, recovery, and contingency plan according company established standard.

Managed and assessed the performance of staff members who specialize in support, sales, and installation.

Initiated plans to improve the quality of hardware installations in accordance with company standards.

Hired, trained, developed, and managed staff to meet company standards to ensure successful company operations.

Coordinated troubleshooting, support, and service for equipment and networks when necessary.

HP Certified in LaserJet printers, plotters, and “all-in-one” units.

Serviced Brother, Lexmark, and Kyocera printers and fax machines. Education

University of Phoenix

Bachelor of Science – Information Technology/Information Systems Security ITT Technical Institute

Bachelors of Applied Science - Electronics and Automated Manufacturing Technology Proficiencies

Certifications: Dell, HP, Okidata, Canon, Kyocera, Xerox, Zebra

Applications: Epic EMR, CS-Link, Pacs Imaging Software, Abbott, MDN, Lawson, Ghost, Altiris, Microsoft Office, Red Prairie

Systems: Windows, Windows CE

Innovative Customer Service Techniques Certification

Office 2016 and Office 365

Migrating from Google Apps to Office 365 Business or Enterprise Certification Additional Languages

Spanish – Fluent: speaking, reading, and writing

Contact this candidate