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Data Analyst, IT Help Desk, IT Field Tech, IT Consultant

Richmond County, New York, United States
$18-$21 hourly, negotiable
January 02, 2018

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Jorge Fernandez


IT professional with experience providing information technology (IT) support focused on efficient and prompt response and solutions implementation. Experienced working with technical and functional issues, helpdesk support, network, remote support, active directory, and end-user training. Flexible and a quick learner with knowledge and skills with versatility to adapt to changing business needs and unexpected situations. Ease to take lead and project ownership, delineate and track goals, and get results. Team oriented as well as minimal supervision and able to take independent decision should the need arise within company policies and with given authority. Peer networking person and liaison to achieve results.


Fluent in both Spanish and English.

Familiar with Windows (Legacy and latest versions, 7 up to 10 in both x86 and 64 bit processor architecture compatible), OS X (Mac UNIX based operating system compatible with Intel processor CISC architecture), and Linux environments including terminal shell command line.

Hardware, software, and networking (e.g. routers, switches, firewalls, DHCP, SMTP, TCP/IP, and DNS).

Familiar with traditional PCs and new hardware such smartphones and tablets setup, management, and integration.

Worked with proprietary ticketing and customer service systems similar to ServiceNow, Zendesk, and Salesforce.

Active Directory, MS Exchange and account migrations using operating system tools and BitTitan.

Virtualization (Citrix, VMware, VirtualBox, Parallels Desktop)

C++, Java, scripting languages such (Perl), Power Shell, Linux/Unix terminal, MySQL administration, Access, some Visual Basic, basic HTML and PHP

MS Office/Office 365 cloud admin including SharePoint, Google Apps admin, iCloud – Setup accounts, subscriptions in Office 365 case, and apps including user permission levels.

BASH and terminal shell scripting for Windows (including PowerShell) and Linux/Unix based PCs and iOS (Unix based versions iOS X) to automate tasks and implement system administration solutions.

Experience with being liaison with vendors and suppliers.

Avaya and Cisco phone management.

VoIP experience with 3CX call system inbound/outbound user and some administration.

Data Analyst - Metrics reporting using database and SQL queries, Access, and Excel with functions, pivot tables, and some VisualBasic (VB) scripts.

Teamwork, networking with peers, quick-learner, adaptable to changes, good problem-solving skills.


Oct 28 – Nov 3, 2017 IT Authorities Field Technician and Help Desk End User Support

Transition Project involving new network mapping, end user workstation setup,

VoIP, Cisco Phones, security camera system, interlocks, printers, and other networked devices plus end user support with new hardware and software on site.

Jun 2017 – Oct 2017 Freelance IT Computer and Networking Support New York, NY

IT services including networking and consultation for small clients and businesses.

Set up hardware and software solutions.

Diagnostics and troubleshooting.

Technical consulting and implementation of solutions.

Training of end user on use of hardware and software.

Network configuration and cloud solutions setup.

Shopify administration.

Webpage administration (e.g. Wordpress), web hosting and domain name setup, search engine optimization (SEO) and some HTLM and CSS work.

Jan 30 - Feb 28 / 2017 MSO of Puerto Rico, LLC - Temporary Assignment, Healthcare IT San Juan, PR

InnovaMD Call Center Representative and Help Desk IT (Temporal Operational Need)

Provide IT remote assistance and consultation via propietary ticket system to InnovaMD users.

Liaison to other departments for issues related to InnovaMD but beyond technical expertise such as consultation with healthcare providers or pre-authorization issues.

Troubleshoot basic network problems and user account setup and access.

Assist with end user education of InnovaMD 2.0 cloud platform and transition due to a then recent implementation from December 2016 arising new sorts of issues.

Tier 1 support, escalation, and de-escalation of issues.

Work alongside other tiers and management for technical conflict resolution.

Pullup claims and explanation of payment (EOP) data for providers services department when a technical issue adversely affected access and proper viewing in InnovaMD.

Open, assign, track, and manage tickets to appropriate channels and see through conflict/issue solution, and closure.

Sep 2016 - Dec 2016 Trinexus, IT Help Desk Santurce, PR

Position: IT Help Desk Analyst and Consultant with Data Analyst

metrics reporting.

Office 365 account subscription activation and setup including user creation and applications setup with user permissions.

End user orientation and education.

Troubleshooting and diagnosis on basic and intermediate levels.

Ticketing system documentation and reporting.

Data Analyst reports on Office 365 user base and IT call center daily, weekly, and monthly metrics using Excel spreadsheets linked and automated and also Access queries and management, data entry, and reconciliation to ensure intergrity.

MS Exchange migration of mailboxes from other MS Exchange or email systems including webmail services such Gmail, Yahoo, and Hotmail using various in house tools and BitTitan.

Escalate and de-escalate technical issues and hardware conflicts while maintaining communication with appropriate channels and levels of management.

New user Office 365 tour execution and guidance.

Terminating user retention management and handling technical issues and matters related to user deactivation and subscription cancelation.

Weekly Work Basket management assigning new Office 365 accounts and subscriptions for activation in MOSPOP(Microsoft Online Subscription) and MOP (Microsoft Online Portal) portals for servicing and administration.

Jun 2016 - Sep 2016 Self Employed IT and Networking Technician Fajardo, PR

Set up hardware and software solutions.

Diagnostics and troubleshooting.

Training of end user on use of hardware and software.

Network configuration and cloud solutions setup.

Apr 2016 - May 2016 Pearson Education, IT Field Project Hato Rey, PR

Position: IT support and education in public schools.

Diagnose and troubleshoot on field.

Educational support to school faculty on end user utilization of hardware and software available within premises.

Hardware and software repair and installation.

Jun 2014 - Apr 2016 Self Employed IT and Networking Technician Fajardo, PR

Set up hardware and software solutions.

Diagnostics and troubleshooting.

Network configuration and cloud solutions setup.

Oct 2013 - Jun 2014 Adecco (Employment agency) Temporary Assignment at Citi Hato Rey, PR

Position: Operations Support at Citi International Financial Services (CIFS)

Help Desk IT Support for investments and trading accounts web access of Citi users through inhouse ticketing system and Call Center metrics/Data Analyst report automatization.

IT Data Analysis supporting operational department tasks including Excel spreadsheets (VLOOKUP and use of other functions), Access SQL, and VBA, data reconciliation.

Assist management data analysis in business performance metrics and statistical scorecards - Monthly Report.

Account opening and maintenance (Profile and forms W8) in NetX360 a Pershing platform in compliance with SEC and FINRA standards and regulations.

Trade and Transaction Specialist (TTS) support and QA(Quality Assurance) for various securities types and reconciliation.

Mail assistance and records keeping in database with digitalization and QA verifications according to compliance policies.

Jul 2012 - Aug 2013 Optimind Managed Behavioral Healthcare Organization (MBHO) Carolina, PR

Position: Data Analyst

Statistical reports and analyses of utilization and hospitalization costs.

Database work including partial data entry, records maintenance, and reconciliation with quality assessment (QA) and compliance review.

Manage, write, and maintain SPSS script coding base for conducting various statistical reports and analyses according to company metrics pertaining each.

Backup data and check for integrity.

Process and keep data bay of payment authorizations of claims and be liaison as to processing status and receipt of such between healthcare providers and MBHO.


2009 - 2012 Major: Computational Mathematics Humacao, PR

University of Puerto Rico, Humacao Campus

Graduation Date: May 2012 GPA: 3.11


Jan 2010 - May 2010 Undergraduate Research: General Purpose GPU Programming

Did performance benchmarking of programs coded in CUDA C and OpenCL.

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