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Desktop support Engineer

Morrisville, North Carolina, 27560, United States
February 15, 2018

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Jimmy Perez

**** ********* *****

Durham, NC. ***13

Cell: 984-***-****



To obtain a full time position as an I/S Professional utilizing training, certification, and experience in computer service and customer support.

Skills and Certifications


Citrix Certified Administrator (CCA) for Citrix XenDesktop 5.

Lenovo desktop and laptop certified 2012-Present.

HP Certified Professional 2010.

Dell desktop and laptop certified 2006/2008.

CompTIA A+ Certified Service Professional.

Technical Skills:

Desktop/Laptop systems

Numara Track-It

Hardware/software upgrades

Virus and spyware removal

Microsoft Windows

Norton Ghost


IBM Reflection

Docfinity BPM

BMC FootPrints

HP Service Manager

Aternity-End User Experience

Configuration Manager 2012 (CM12)




Hp/Lanier/Canon/Lexmark printers

Citrix GoToAssist



Microsoft Office 2002-2016


Active Directory




Apex Systems-I/T Staffing Firm Raleigh, NC Aug 2016-Present

Wells Fargo/Security Analyst

100% remote work.

Provide technical support to local and remote employees using individual judgment and initiative with minimum supervision and direction.

Use Microsoft Office to provide detailed reporting and status updates to management and customers.

Evaluate or review queries to extract data from standard databases to fine tune systems supported.

Provide support for highly complex technical issues and initiatives related to large-scale applications, systems, databases and/or other technical products and services.

Perform network troubleshooting for telecommuters and remote offices.

Drive assigned efforts by organizing, coordinating and working with outside teams in the implementations and testing of technical solutions with a high degree of autonomy.

Work with internal users to apply security patching and cleaning up the risk remediation group queue while working with remote users.

Work with MS Security Patching and Symantec Anti-Virus to deploy bug fixes and deploy software as needed. Work with other teams to continually improve processes and procedures to be able to deliver IT services quickly and consistently as possible. Recommend changes and or enhancements to management to provide better efficiency, productivity and stability.

Provide training direction and support to less experienced analysts.

Self-motivated, constantly learning more about the technology and business processes in use.

Update/write documentation and procedures and provide related training; troubleshoot network, hardware and software issues and coordinate resolution with users, vendors and internal service groups.

HCL America Cary, NC June 2015 to Aug 2016

Technical Specialist/SD Technical Lead

Aternity-User experience Enhancer (UEE)

Aptean Optibot SME

Responsibilities include:

Trained SD agents, shift leads, Advance Technical Specialists, and management. Focused on tool knowledge awareness (Aternity and Optibot), features, general usage and purpose of both applications running application queries, and generating reports.

Kept management in the loop by providing daily updates.

Directly involved with vendors keeping them abreast of tool progress via email, instant messaging, phone, and daily conference calls and meetings.

Veritude-The Temporary Staffing Partner of Fidelity Investments Durham, NC March 2015-June 2015

End User Support Technician

Provided great customer service in support of the end user community at the various facilities in the RTP area, covering 6 buildings and over 3700 employees.

Rotated into the Guru Bar as needed, an industry changing customer support method similar to the Apple Genius Bars.

Provided issue resolution regarding regional desktop and laptop environment which included PC

hardware and software, VOIP phones, network support (switches, wireless), video conferencing, and network printers.

Supported critical Service Level Agreements with timely and accurate execution of support requests via ticketing systems.

Worked with technical/development staff and customers to identify problems, managed their resolution and provided timely and accurate escalation/reporting to management.

Responsible for managing and implementing multiple projects in support of the ongoing efforts to upgrade the call center and ensure a successful LEAP internship program.

DSS Wyomissing, PA September 2014-January 2015

Computer Support Technician

Provided timely and accurate technical support to client employees; answered questions or resolved computer problems for clients in person, via e-mail, telephone, or from remote location.

Monitored and responded to assigned incident management queues promptly and documented all research, troubleshooting and resolutions accurately.

Regularly interacted with vendors to provide assistance and support to DSS clients.

Researched, troubleshot and resolved incidents in a timely manner and according to DSS and client specific policies and standards.

Provided accurate and creative solutions to user problems of a complex nature to ensure users were quickly restored to productivity.

Participated in internal and client projects as required.

Added user’s to copiers to insure scan to email capabilities.

Added user’s to email distribution groups.

Reset user passwords and managed user network access via active directory.

BlueCross BlueShield of South Carolina Columbia, SC September 2011-September 2014

Workstation Support Analyst

Provided break/fix and IMAC support at the request and under the direction and control of the I/S department’s System Administrators, which included after-hours availability as needed for scheduled elevations and emergencies.

Configured and installed software and hardware for end users; desktops and laptops.

Monitored service level agreements to ensure that requirements were met or exceeded.

Provided basic to complex support on a broad range of infrastructure products, including network components; acted as the subject matter expert in certain areas, including but not limited to Microsoft Windows platform and related applications used by BCBSSC; handled escalated support issues, monitored and maintained ownership of trouble tickets to ensure problem resolution.

Provided basic network troubleshooting and managed the end user community via active directory.

Assisted end users with email profile setup and profile rebuilding using outlook exchange.

Provided remote support to work at home users via VPN and Citrix GoToAssist.

Provided assistance and support to internal customers using RDP and shared drives.

Assisted with computer asset management.

Assisted the user community with smart phones and other mobile devices.

Performed other duties and special projects as assigned.

Kershaw County School District Lugoff, SC August 2010-September 2011

Field Service Engineer

Received incoming level 1 support requests and submitted Level 2 calls into clients help desk on behalf of population of wireless laptop users; provided hardware/software installations, break/fix, moves, adds, and changes.

Served as technician in charge in absence of lead technician.

Repaired or replaced all in-scope personal computer hardware.

Provided support for 1st level software-based issues, including supported shrink-wrapped application troubleshooting and assistance, and helped with utilities, device drivers and supported operating systems for personal computers.

Troubleshot, diagnosed and resolved Microsoft Office Applications.

Provided support and assistance with audio visual equipment as well as Bluetooth enabled Promethean boards.

Setup and maintained user accounts as necessary; reset passwords.

Performed wireless support and set ups.

Worked with vendors to develop Bill of Materials (BOMs) to order WLAN equipment needed for projects.

Installed, configured, and supported Cisco Wireless LAN Controllers at field sites.

Resolved client connectivity, interference, authentication, and coverage issues.

Routinely used Symantec Ghost imaging software to place load sets onto laptops.

Installed and configured various network printers.

Wells Fargo Advisors Glen Allen, VA April 2010-August 2010

PC/LAN Analyst III

Provided PC/LAN and related project support to the end-user community.

Identified/used methods, techniques, and diagnostic tools to troubleshoot, diagnose and resolve moderately complex PC/LAN related hardware, software, operating systems and network problems.

Analyzed client needs and reviewed technical alternatives to determine their impact on the client and systems environment.

Participated in the implementation of voice and data communication networks to support environment, including configuring, implementing and troubleshooting circuits; provided training and technical assistance to LAN Administrators.

Managed priorities and redirected activity in dynamic environment, monitored and managed queues for both IMAC and break fix work.

CIGNA Health Care Richmond, VA November 2009-March 2010

Technician II

Directly supported the user community by phone, remote software, or desk side assistance.

Used Marimba software to remotely manage client software applications.

Coordinated, assisted, and provided support to the internal Avaya phone system.

Troubleshot email, connectivity problems, and analyzed advanced support issues.

Completed routine work orders and move/add/change requests with guidance, including patches, upgrades, software deployments, installations, repairs, and preventive maintenance.

Completed, updated, and commented customer service center tickets as required using HPSM.

Communicated with customer, before, during, and at the completion of the activity.

Provided routine training and technical assistance to users at the desktop level.

Southpeak Interactive Midlothian, VA February 2009-August 2009

Desktop Engineer

Acquired basic knowledge of EDI (Electronic Data Interchange) products.

Configured and built standardized PC and laptop load sets.

Utilized Symantec Ghost imaging software to place load sets onto PC’s and laptops.

Maintained Library of Ghost images on hard drives.

Troubleshot, repaired, and replaced PC Systems, peripherals, and related networked communications equipment for wired and wireless LAN.

Installed and maintained client software on Microsoft Windows XP and Vista.

Installed Windows 7 RC on spare PC to gain professional knowledge and understanding of new O/S.

Provided hardware/software upgrades when necessary.

Troubleshot/analyzed PC desktop and laptop hardware, operating systems, software and networks.

Maintained inventory of parts and equipment, responsible for accountability.

Conscientious team player with excellent work ethics.

Horizon Software International, LLC Duluth, GA November 2008-December 2008

Systems Analyst II

Installed, configured, and troubleshot Windows desktop based school cafeteria POS systems in the Richmond, Virginia K-12 school sector.

Provided training and support for POS operators during go-live days; trained client employees on products and processes supporting specialization; provided training and support for cafeteria managers during go-live days.

Provided recommendations for improvement if necessary.

Maintained relationships with customers with diverse needs.

Provided moderately technical or complex information about products and services.

Assessed customers' needs and identified products and/or services to meet their needs.

Resolved fairly complex or non-routine problems, questions, or complaints; directed the most complex problems, questions, or complaints to the appropriate person.

Chesterfield County Public Schools Chesterfield, VA August 2006-October 2008

Microcomputer Analyst

Provided onsite or remote support and assistance to schools and departments in the selection, installation and operation of computer hardware and software.

Provided support of 2300 clients and 600 Dell desktops and laptops; installed and configured network printers.

Provided support and assistance with audio visual equipment.

Setup and maintained user accounts as necessary; reset passwords.

Researched, evaluated and advised on the purchase of computer equipment and supplies.

Established and maintained effective working relationships with those contacted in the course of work.

Provided a high level of customer service to school staff and County employees, in person, via email, and over the telephone.

Attended and participated in staff meetings and related activities; served on committees as assigned.

Instructed end users concerning computer systems and software applications.

Applied analytical and troubleshooting skills to resolve network connectivity issues.

Maintained inventory of computer equipment and updated the school’s inventory tracking system.

Traveled between schools to provide support as needed.

Fielded incoming incident requests from end users, resolved and updated problem tickets, installed, configured and troubleshot standard software packages, installed and configured standard hardware, and resolved technical issues without assistance.

Performed post-resolution follow-ups to incident requests.

Worked with vendors to insure proper implementation of warranties, sent and tracked returns when necessary.

Provided administration and troubleshooting for all LAN, wired and wireless networks, PC’s, servers, and switches in a K-12 environment.

JP'S Computer Services Hampton, VA March 2003 - May 2006

PC Repair Technician

Installed, configured, tested, maintained, monitored and troubleshot end-user workstations, network devices, and peripherals.

Installed, configured, optimized, and upgraded operating systems and software.

Experience working with Dell, HP, Compaq, Gateway, and custom built PC’s.

Experience working with all windows platforms (Win9x-WinXP).

Investigated information, network, and communications needs of users, and made recommendations regarding software and hardware purchases.

Managed, supported, and maintained PC systems; provided both on-site and telephone support.

Used diplomacy and tact in all situations to ensure customer satisfaction. Promoted good will and ensured repeat/referral business.

Self-starter with a strong sense of initiative and problem-solving skills.

Excellent interpersonal and customer-relation skills.


United States Navy. Honorable Discharge.

Thomas Nelson Community College, Hampton, VA.

A+ Computer repair service technician program.

R.E.T.S. Electronics School, Broomall, PA.

Electronics Engineering Technology.

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