Desktop Support

Ruby Olvera

801-***-**** * https://www.linkedin.com/pub/ruby-olvera/a/a7a/2a1 * **********@*****.***

Career Summary

Well-rounded Desktop Support team member, with excellent troubleshooting skills. Experienced in a variety of HelpDesk tools and software packages. Knowledgeable about a wide variety industry-specific skills and technologies. Personable with strong customer service and communication skills and skills in the industry. Team-player with the ability to play a strong leadership role when needed. Willing to relocate. US Army Veteran

Skills

Windows Server 2008 & 2012

Telephony

Inventory Control

GoToAssist

Active Directory

Confluence

Purchasing

PCAnywhere

Office Suite 2003-2016

Jira

Asset Allocation

TCP/IP

BES Server/Admin

WiFi

VMWare ESX

SCCM

Exchange 2010/13

SOX

VPN

SMS

Remote Assistance

RNT

Training

Anti-Virus

LivePerson Chat

Cisco VM

On-Call Support

HP

Provisioning

SQL

Mobile Support

Avaya

DealerTrack Desktop Support 2011 – Current

Utilize a variety of technologies to quickly & efficiently manage a fast growing environment. Manage all day-to-day Desktop tasks, cell phones, air cards, manage a small team of desktop members, Training staff members

Created & implemented multiple procedures & policies for better efficiency & tracking

Work closely with HR & Accounting to implement better team member asset tracking

Worked on multiple migration projects to implement a more efficient network

Rio Tinto Help Desk/Analyst 2011 (Contract)

Utilized batch scripts to resolve issues quickly & efficiently, Tested all applications for functionality across the SNIG. Worked with OBS (gateway provider) to get any non-functioning sites resolved.

Implement resolutions for issues found to be caused by the SNIG

Find, test, and validating issues that have arisen from the SNIG

Resolve issues on post migration sites (5 days after migration to SNIG).

MetTel T1 Repair Project Manager 2008 – 2009

Handled inbound calls, & emails reporting trouble, opening trouble tickets with all related carriers. Setup and maintain DSL modems for customers.

Maintained network diagrams on all customers. Monitor network issues internally and for multiple customer’s networks.

Provision ANI’s for all related needs (account codes, LD, and international).

Determined if staff computers are functional, resolve internal network issues, & determined if customers are experiencing internal network issues or issues outside their network.

UCN, Inc. Helpdesk Technician/System Administrator 2007 – 2008

Ghosting, PC & application upgrades and installs, Managed user provisioning & maintenance.

Implemented mandatory response within 2 hours of any new issue.

Managed asset distribution, & SOX compliance from HelpDesk side.

Implemented new trouble ticket workflows and queues in JIRA and RNT

Qqest Software Systems Network Tech. Support 2006 – 2007

Managed inbound & outbound support call requests.

Managed SQL database moves, updates, backups, for end users,

Implemented live customer support/training for the first month of use via GoToMeeting

Ownership of issues from beginning to end

a la mode, inc. Software Support Technician 2006

Managed incoming & outgoing calls, emails, faxes, and voicemail messages for technical support requests.

Managed issue resolution related, and issues stemming from the end users computer system, or ISP.

Maintained support group for DNS issues, security settings, Outlook email integration, and all other computer related issues that could cause a problem with a user reaching their administrative login website.

Implemented QA testing potential updates, upgrades, bug fixes, BETA testing on a separate BETA node, as well as assisting in a midnight database splits, to help avoid interruption in service to our users.

Education

ITT Tech BS in ISS 2009 - 2012

Kaplan University BS in IT with a minor in Network Administration 2005 – 2009

Contact this candidate