Support Customer Service

WILSON A. PANIMBOZA JR.

linkedin.com/in/WilsonPanimbozaJr Hollywood, FL 33021

954-***-**** *****************@*****.***

EXECUTIVE SUMMARY

Incident Management IT Operations Management Infrastructure Support Team Management

Highly experienced information technology professional with a strong background in systems administration, deployment of assets, maintains and repairs servers, desktops and laptops used by large employee base.

Motivated multi-tasker and resourceful self-starter who thrives in a challenging environment, maintains software, hardware and network proficiency and quickly responds to immediate needs, possessing project management skills.

Relentless troubleshooter who consistently conducts root cause analysis per service level agreements (SLA). Vast ability in assessing regulatory technology requirements, best practices for system security, data retention and protection, and privacy laws.

CORE COMPETENCIES

• Server Administration • Network Configuration • PC Hardware and Software Repair

• Asset Management • Database Configuration • Network Protocol and Security

• Virtual Storage • Team Leadership • Troubleshooting and Analysis

• Customer Service • Project Management • Quality Assurance

PROFESSIONAL EXPERIENCE

IT Technical Support Professional Nov. 2016 - Present

SIEMENS, Miramar-FL

Coordinate with IT teams in designing, building, implementing, managing, supporting and enhancing key technologies; evaluate, purchase and install new hardware and software.

Perform full documentation of the existing IT systems, root cause analysis of network & system reliability issues. Provide assistance to the engineering group to create and/or verify point database.

Maintain Siemens Organization computer systems, ensuring compliance support, diagnose and troubleshoot. Deploy Laptops, Printers, and various other IT related devices related to a Windows 7 implementation.

Create and administer home drives, AD accounts, Access rights, OU transfer, Folder creation Permissions, Group policy, Account restriction, Asset protection inventory for Miramar Office.

Field Support Specialist Apr. 2016 - Sept. 2016

TEKNNIKA NETWORK SOLUTIONS, Davie-FL (Seasonal Contractor)

Employed the use of software and hardware tools to identify and diagnose network status and performance in the field. Administered user accounts, passwords, permissions, and email, chat, and collaboration tools.

Supported desktops, laptops, printers, tablets and telecommunication infrastructure such as VOIP, Wi-Fi and VPN in a corporate office environment.

Prepared evaluations of software or hardware, and recommended improvements or upgrades. Answered inquiries from computer users.

Read technical manuals, confered with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support

IT System Support Nov. 2014 - Oct. 2015

GLOBAL BUSINESS COMMUNITY Inc., Miami-FL (Contractor)

Charged with daily diagnostics, troubleshooting, maintenance and resolution for a team of 10 personnel; on-site & remote diagnostic, implementation, and Windows OS installation and support in domain environment.

Performed daily equipment maintenance of Servers, Desktops, Laptops, Printers and other networking hardware. Displayed knowledge of Windows administration with experience in troubleshooting minor networking problems.

Followed and enforced policies and procedures to the highest standards of security as set out by the corporation.

Installed, supported, configured and presented software for classes and recommended adequate IT equipment for sessions.

Hollywood, FL 33021 954-***-**** ********@*****.*** Pg2

IT Support Analyst Jun. 2013 - Oct. 2014

TISSUETECH Inc., Doral-FL

Provided 1st & 2nd line support and responsible for the diagnosis and resolution of problems, within a timely manner and to a professional standard.

Managed Tier I & II SysAid ticketing system creation, configuration, monitor, maintenance, troubleshoots and resolution of end user, server and LAN support.

Created and administered home drives, AD accounts, Access rights, OU transfer, Folder creation Permissions, Group policy and Account restriction.

Performed technical knowledge of current Network Hardware, Software, protocols and standards Deployment. As Windows Office 365 administrator, supported and managed company VoIP phone system.

IT Analyst/System Admin Jan. 2006 - Dec. 2012

CHEVRON CORP., Coral Gables-FL

Worked for a 500 fortune company in diverse technical role including IT technical Analyst, End user support, 1st & 2nd Level desktop, server and LAN support, Site Project & Asset Management, Compliance, Disaster Recovery and Cross training end users.

Acted as Asset and Approval Software Manager Licensing, distribution and patching; key contributor to successful divestment of four international locations by transitioning the IT systems infrastructure to new buyer.

Created and administered home drives, AD accounts, Access rights, OU transfer, Folder creation Permissions, Group policy and Account restriction.

Installed, diagnosed, configured, upgraded and modified systems and local area networks including network servers, hubs, routers, switches, workstations, printers, software and other peripheral devices.

PRIOR EXPERIENCE

ENGINEER SERVICE INC. ESI, Medellin-Colombia Mar. 2005 - Dec. 2005

I.T Server Support/Business Analyst

VOLUNTEERING EXPERIENCE

Volunteer at Iglesia Cummunity in Pembroke Pines, FL Jun. 2014 - Present

Assist in the Communications department with various roles

SELECTED ACCOMPLISHMENTS

Assisted on upgrade Local Cisco 3600 Series to 3825 Series to provide a highly secure data platform; The Wireless Local Cisco 4100 Series to 4400 Series to provide business wireless integration and the Local Cisco Catalyst 4506 firmware.

Created standard Ghost image for company and Implement and support new Service Desk to maintained user’s productivity which increased end user efficiency by 15% (ESI & Tissuetech).

Lead & collaborate hardware and software for International Deployment Coordination for Ft. the Lauderdale, Bahamas, Dom Rep, Puerto Rico, Atlanta, & Coral Gables offices (Chevron).

Achieved $10k in cost savings by ensuring that all IT Asset management were decommissioned and charge appropriately (Chevron).

ACADEMICS AND PROFESSIONAL CERTIFICATIONS

Certificates: Cisco CCNA Deep Drive course at New Horizons Plantation, FL Apr. 2013

VMware vSphere: Install, Configure, Manage V5.0 Miami, FL Sept. 2012

Install, Configure, Maintain and Support Win7 Server Houston, TX Jul. 2011

Business Administration - Utah Valley Community College Kansas City, MO Mar. 2002

SMS 2.0 - Sanford Brown College Kansas City, MO Mar. 2001

Sanford Brown College Kansas City, MO Jul. 2000

Dual AAS: Computer Information System and Network Administration

TECHNICAL PROFICIENCIES

IT compliance: Disaster Recovery, Sarbanes Oxley, System Audit, Asset Management, Global Government Requirements.

Software: Installation, Support, Upgrades: MS office Suite, Project, Visio, SharePoint, WordPress, VMware.

Computer Networks: Setup, Applications, System Enhancements, Maintenance: LAN; WAN; VPN, BB, OWA, iPhone, iPad.

Monitoring/Security Tools: McAfee Enterprise 7; Norton Anti-virus 12; Event Viewer, Wireshark.

Remote Utilities: Circuit; Net Meeting; RAS server, MeetingPlace, VPN; RDP; Communicator; AT&T connect, URA.

Certifications: A +, Network + (currently working on it).

Contact this candidate