Software Support
Resume:
José L. Martínez
Apt-A
Alexandria, VA 22315
*************@*****.***
Qualifications
Eleven year’s experience with computer hardware and software installation, as well as intermediated to advance support.
Bilingual: able to speak, write and read Spanish fluently.
Excellent problem-solving ability; work well under pressure and creative in use of computers and applications
Coordinates with multiple vendors/departments/field staff to identify technical requirements and, if necessary, procure IT equipment including: hardware, software, and technical services.
Knowledge of LAN/WAN Technologies.
Knowledge of the Transmission Control Protocol/Internet Protocol (TCP/IP) and Internet connectivity issues.
Education
Associate of Science in Information Technology Management, 2007
Southwest Florida College, Tampa, FL
Maintained a 3.83 GPA while working full time.
Completed, MCITP 2008: Server Administrator. At LaSalle Computer learning Center.
CompTIA- A+ certified.
Professional Experience
Bailey Systems October 2015 to Present
Reston,VA
Network Technician/IT Consultant
Meeting with clients to determine requirements;
Working with clients to define the scope of a project;
Planning timescales and the resources needed;
Clarifying a client's system specifications, understanding their work practices and the nature of their business;
Travelling to customer sites;
Liaising with staff at all levels of a client organization;
Defining software, hardware and network requirements;
Analyzing IT requirements within companies and giving independent and objective advice on the use of IT;
Presenting solutions in written or oral reports;
Helping clients with change-management activities;
Testing, installing and monitoring new systems;
Preparing documentation and presenting progress reports to customers;
Plano Synergy July 2015 to Present
Tarpon Springs, FL
IT Infrastructure Technician
Identifies, troubleshoots and resolves hardware-, software- and network-related problems encountered by end-users of the District network, the Internet, the mainframe, PCs and new computer technology.
Configures and installs Windows workstations operating system in response to the demands of a complex network design.
Trains end-users on the use and features of the various operating systems and applications on the various platforms.
Participated in project execution for Corporate and Field rollouts.
Performs primary network system administration on network servers as needed.
Oversees Installs, certifies and troubleshoots campus and remote-campus network cabling
Infrastructure, including a wide variety of local area network equipment and software.
Uses established tracking system to log requests; monitors progress, tracks problem resolution, identifies patterns of failure, researches bug fixes and implements solutions; communicates with manager regarding unresolved problems.
Works with vendors to resolve hardware operating system issues; researches and tests possible solutions and implements solutions. Analyzes bugs in system and application software; researches and tests possible solutions; implements solutions.
Works with Programmers to solve mainframe application problems to meet end-user computing needs.
Writes scripts and batch files as needed to enhance the function of the operating system.
Coordinated with multiple vendors/departments/field staff, to identify technical requirements and, if necessary, procure IT equipment including: hardware, software, and technical services.
ARC Document Solutions
Tampa, FL
IT Support Specialist March 2014- to May 2015
Installed PC hardware and peripheral components such as workstations, monitors, keyboards, printers, and copiers -Perform desktop and application support, and update service call status as required
Replaced defective or inadequate software and hardware as needed
Loaded specified Microsoft and Vendor software packages on machines
Performed Network Administration procedures and implementations as needed on servers and switches
Responded to inquiries concerning systems operation -Diagnosed system hardware, software, and operator problems
Instructed users in use of equipment and software.
Coordinated activities with other information systems personnel.
Worked with clients in a cordial and professional manner both on and offsite
Trained and learn company specific software application ABACUS (Manage Print Services) to be implemented in customer sites
Waste Management
Tampa, FL
Field IT Analyst July 2011- January 2014
Resolved IT related issues in a timely manner and implemented enterprise project deliverables at a intermediate to advance technical level.
Worked with minimal supervision to ensure user satisfaction by providing installation, configuration, and preventative maintenance, troubleshooting and quickly resolving problems with a focus on customer satisfaction.
Supported PC and non-PC hardware issues; such as printers, servers, network equipment, and hand held technologies.
Assisted with support of other office equipment as needed; such as telephone systems, copiers, and fax machines.
Interacted and communicated with senior Market Area/Corporate management regularly.
JPMorgan Chase (Modis, Inc. Contract)
Tampa, FL
Helpdesk Support Technician December 2010- June 2011
Provide level 1 technical support to user base, including clients, customers and partners. (Remote and on-site).
Key functions of support: Desktop, Network, Notes, Blackberry, Printers Setup, Remote Access and software installs.
Take support calls and log issues into problem management system
Provide Diagnoses basic hardware and software problems by phone or email. Responds to customer inquiries and answers customer's basic questions.
Refers more complex questions to appropriate subject matter expert.
Sunbelt Software, Inc. (Apex Systems Contract) Clearwater, FL
Support Engineer June 2010– August 2010
Provide phone, e-mail and chat support to Companies System administrators in the configuration and technical issues for Anti-Virus software (VIPRE)
Work with Salesforce ticketing system to keep all issues from beginning to end documented.
Escalated all issues to higher tiers and posted in internal Knowledge database.
AEGON Equity Group (Technisource Contract) Saint Petersburg, FL
Desktop Support Technician January 2010 – June 2010
Contracted to assist on Project to replace Document Scanning/Imaging System (Synergy 2.0/Laserfiche 8.0).
Assisted in the testing of the application prior to rollout.
Support end users with Scanner hardware and software issues during the initial face.
Publix Supermarkets (Technisource Contract)
Lakeland, FL
ISCS Tier I analyst June 2009 – January 2010
Phone Support end users in over a thousand stores with all hardware and software issues as they arise; this includes Microsoft O/S and office suite as well as in house applications.
Help resolve issues; if possible using computer and application software knowledge.
Work on incidents and service request form a ticket system (Peregrine Service Center).
Jabil Circuit, Inc. Saint Petersburg, FL
ISS Support Technician 2005 – April 2009
Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including: desktop, laptop, WAN, LAN, and remote systems.
Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment.
Tracked and de-escalated technology and both computer and telephone equipment systems.
Expertly installed, configured, monitored and troubleshot PC's and related hardware on all OS platforms.
Collaborated with telecommunication team to troubleshoot T1 lines and company-wide phone problems.
Procured, received, documented and tracked inventory of all computer equipment and software licenses.
Performed diagnostic testing on PC equipment and ensured printers were up and running at all times.
Resolved Windows and Internet Explorer issues on desktop and laptop.
Identified and removed computer viruses and provided major repairs in accordance with outside vendors.
Jabil Circuit, Inc. Saint Petersburg, FL
Helpdesk Support Specialist 2004 – 2005
Create accounts: Exchange, SAP and Domain (Active Directory).
Receive internal and external calls regarding support issues.
Help resolve issues; if possible using computer and application software knowledge.
Escalate all network, DB and application issues in a timely matter.
Open trouble ticket with the different circuit carrier when needed.
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