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Technical Support Active Directory

Orland Park, Illinois, United States
April 03, 2018

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Benjamin Del Valle

**** ******* *****, **** **

Orland Park, IL 60462



As a bilingual Technical Support Team Lead, I am seeking to obtain a position in which to grow and thrive and maximize my technical support experience in a challenging environment. Guiding by example and utilizing vast experience in directing a team towards its objective within the deadlines and thus achieving the company’s goals.


Technical Support Team Lead

April 2012 - Present

Resource Point of Sale, Chicago, IL

Team Lead Duties

Ability to lead project resources, work under pressure and meet deadlines

Foster a positive attitude and team player spirit with coworkers, geared toward providing mentoring support to more junior analysts, as well as, A+ Customer Service and Satisfaction.

Train, coach and mentor new team members

Act as a resource for other team members

Assist other team members with unresolved open cases proving resolutions or escalations processes if needed

Manage team performance and progress

Create work orders for on-site dispatch and be of their off-site support when troubleshooting a network outage

Sharing knowledge by creating “how-to documentation” within the Helpdesk knowledgebase

Technical Support Duties

Provide bilingual technical assistance at all levels to a POS client base (over 2500) on hardware and software (Micro$ale, Aloha, Digital Dinning, Xpient) in a Windows 7,2010 environment via phone (100%) with a resolution of 90% upon contact

Provide network solutions to small business networks troubleshooting hardware (Dell laptops and desktops, HP, IGel’s, WYSE), routers\switches (DLink, Netgear), firewalls (trustwave, SonicWALL), Fortinet, Internet modems, wireless access point, handhelds tablets, MenuBoards, LAN, printing, scanning

Troubleshoot, diagnose and resolve issues within a Windows XP, Vista, 7, 8 and 2010 2007\2010 and MAC OS environment. Assist with hardware configuration software deployment, security, firmware and connectivity issues on PC and Macintosh systems

Account creation/provision/password resets via Active Directory and MenuLink

Troubleshoot various versions of MS Office (2002, 2003, 2007, 2010, 2013 and 2016) support various software applications (Any Connect, Trend, WebEx, Silverlight, SCCM, Citrix plug in, Adobe Reader, Airtame, UltiPro, RES) provide support in a VDI environment. Troubleshoot VPN connectivity; support various web browsers (IE11, Chrome. Mozilla Firefox) Provide Avaya and Cisco phone administration, support iPhone’s/Android’s, setup of conference rooms for video conferencing, ASUS conference room support, provide after-hours/24x7 support

Provide desk side & remote support to office staff troubleshooting/upgrading/installing hardware (laptops, PC, Mac’s, tablets, local & network printers), Record calls within NetSuite and ServiceNow ticketing system ensure they are properly recorded under proper categories, SLA, issue types, problem description and resolution

Provide POS menu maintenance assistance and compact/repair of POS SQL databases

Provide training to customers on POS software (Aloha, Micro$ale, Digital Dinning, Xpient)

Conduct malware/virus removals, re-imaging of PC using Ghost and Pixe boot, responsible for remote terminal/server and peripheral installations

Able to quickly identify problems to ensure timely resolution of escalated problems by reviewing and monitoring open issues

Ensure calls are handled quickly, with a high degree of accuracy and professionalism

Keep customers informed on the status of their problem and its resolution or upgrades

Technology Support Analyst

2007 - 2012

Kaplan Higher Education, Chicago, IL

Provided all levels of support in a large corporate environment to clients via phone, LANDesk, email (MS Outlook 2007, 2010, Gmail) and online chat (Live Person). Ensured their needs and issues were resolved in a professional and timely manner

Proactively and reactively researched, troubleshoot, installed and resolved technical problems within a progressive Windows environment documenting every step in BMC Magic service desk ticketing system

Provided support on hardware/software, wireless, mobile devices (blackberry), VPN, LAN/WAN, printing, scanning, email, password resets, voicemail password resets, Active Directory account provisioning and much more

System Support Specialist Team Lead

1999 - 2007

Alliance Enterprises, Chicago, IL

Provided technical assistance (levels 1-3) for computers and network to office staff in a mixed environment (Novel/Windows)

Maintained and controlled consistent user access to network, software and documents

Performed routine maintenance on all computer and laptops and maintained inventory documentation using Microsoft Office Suite

Provided system administration on the central office telephone system (Lucent Merlin Legend)

Served as a backup to the Network Administrator with maintenance of LAN\WAN connections, creating user profiles, tagged CAD5 cables, troubleshooting Hubs, routers, DSU\TSU, and various other networking duties

Coordinated the installation of PC workstations, IGEL, WYSE and related hardware and ensured connectivity to LAN/WAN, Imaged PC and Laptops using Ghost and Pixe Boot.

Developed and implemented standards for computer hardware to facilitate support, training and sharing of information; enforced organizational compliance with standards

Made recommendations regarding repairs, upgrades and acquisition of hardware; coordinated purchases and repairs also training was provided when needed


Windows 7, 2010, XP Professional; Mac OS X, Mobile Iron, Oracle, Epic, Centricity, Emergin, Teletrak, Microsoft Office 2010,2013 and 2016 (Word, Excel, PowerPoint, Access, Outlook); Gmail, Google Apps, HEAT, Openview, NetSuite, ServiceNow,BMC Magic, Netmeeting, Airtame, Ultipro, Kronos, WideOrbit, Bomgar, Team Viewer, SCCM, RES, LANDesk Manager, Norton Ghost; Novell Client; Extensive knowledge and administration of Citrix products (XenDesktop, XenApp, Receiver),Citrix, Metaframe, Dell and IBM laptops,IGel’s and WYSE configuration, Dell and HP PC hardware and configuration; Windows Server OS: Server 2003; MS SQL Server 6.5, 7.0, 2000; MS Terminal Server; MS Active Directory 2000/2003; MS DHCP; MS WINS; Windows NT Print Queues; Windows 2000/2003 Print Queues; Veritas Backup Exec 7.x, 8.x, 9.x; Understanding of Routers, Bridges, Switches, Fortinet, and Hubs; LAN/WAN technologies;VDI, VPN, Unix, Exchange, Internet Technologies - Connection, Protocols, Browsing, E-Mail, Security, UTP Ethernet, Lucent Merlin Legen telephone switch programming and Intuity Audix administration, loan ledger, Support Magic, ADP, Bloomberg, Reuters, Razor Edge, GroupWise, I-Manage, Zen-Works, Visio


Kaplan University

2012 - Present

Chicago, IL

Bachelor of Science in Information Technology Applied Technology

Computer Learning Center 1994

Chicago, IL

Diploma in Computer Operations

HDI 2011


HDI Support Center Analyst Certification

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