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Technical Support Active Directory

Winter Springs, FL
50000 - 60000
March 13, 2018

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Francisco Vanoy

**** *********** **.

Oviedo, Fl. 32765




Solutions-oriented IT Professional with proven success in high-performance technical solutions to meet challenging business needs.

Solid knowledge of LAN/WAN network administration and support.

Hard working and dedicated team player who works well under pressure and with minimum supervision.

16 years providing support to thousands of users worldwide, earning a solid reputation for productivity, complex problem resolution and professionalism.

Excellent communication and diagnostic skills consistently solve problems and rarely escalate issues.

Fluent in English and Spanish.



Servers, Desktops, Laptops, Printers, Routers, Switches, Hubs, Turrets.


Windows Server 2003/2008/2012, Windows XP, 7 and 8


MS Office 2010/2013 Symantec Ghost, Veritas Backup Exec, Bloomberg, Cisco VPN Client, Citrix Client, VMware vSphere 4, Servicenow, Remedy.




Health First – Lake Mary, FL.

IT Help Desk Technician Jan 2016 – Present

Provide troubleshooting assistance and ticket resolution for personal computer users.

Create and administer new user accounts, passwords and privileges/rights.

Installed or advised installation of upgrades to prevent malfunctioning.

Able to train employees; identify, analyze, and repair product failures

Support users on password changes for Domain logon, Outlook email, VPN, and RSA.

Provide technical support and solve both basic and more advanced hardware, software and network issues and questions.

Establish priorities on service desk tickets based on departmental guidelines and procedures.

Research and resolve user question and inquiries via telephone, email, web and other communication methods.

Install printers and other peripherals as needed.

Assist with computers studies, projects and implementation of policies throughout area of assignment.

Import and export email archives, map shared drive, import and export security certificate on internet explorer for encryption and identification

Morgan Stanley - Toronto, ON

Sr. Technical Support June 2013 – Dec 2015

Administering and supporting internal LAN/WAN infrastructure consisting of Windows 2008 /2012 Active Directory for more than 500 end-users with computer, network systems and peripheral devices.

Create, monitor and support internal network security, including adding/deleting users, computers, group accounts, network shares, and permissions.

Analyze and resolve network, server and PC’s connectivity issues.

Proactively monitor technical issues pertaining to Microsoft technologies and make recommendations to reduce the risk/impact of similar future problems.

Document tickets/resolutions, and provide overall assistance in daily administration of system issues.

Assist in hardware installation and maintenance of servers, workstations, networking, equipment, and other supporting hardware.

Work in conjunction with Market Data Engineering, PC/LAN, Network Operations, Telecom and the entirety of CM Infrastructure to resolve hardware, application and market data issues.

MFS Investment Management - Toronto, ON

Sr. Technical Support Aug 2011 – Jun 2013

Active directory administration including adding and deleting users, computers, group accounts and password reset.

Analyzed and resolved network, server and PC’s connectivity issues.

Supported trading applications such as Thomson Reuters, Bloomberg, Thomson One, Fact set.

Implemented Microsoft ISA server for access to Exchange OWA.

Worked with Security group for security assessment and Harding of the environment.

Blackberry Builds and BES Server Management and asset deployment.

Cisco IP Phone Installation, configuration and deployments.

Assisted in hardware installation and maintenance of servers, workstations, networking, equipment, and other supporting hardware.

Provided afterhours and on-call support as needed.

Siemens - Mississauga, ON

Field Engineer April 2007 – July 2011

Developed and maintain strong working relationships with Service Readiness, Support Engineers, Product Groups & other technical resources.

Lead in sharing of best practices with team members to contribute to enhance the quality and efficiency of customer support.

Performed general preventative maintenance tasks on servers, computers, laptops, printers and any other authorized peripheral equipment.

Used tools and methodologies to load copy and customize operating system configurations for deployment.

Evaluated network infrastructure and suggested ways to improve efficiency for user’s environment.

Installed, configured, and maintained Local and Wide Area Networks.

Microsoft - Mississauga, ON

Service Desk/ Network Technician May 2000 – March 2007

Analyzed and resolved network, server and PC’s connectivity issues.

Received and respond to incoming help desk tickets, calls and e-mails.

Worked as part of a team providing server, desktop, network, software and Hardware Break Fix support for internal users.

Desktop support (via desk side or remotely) in a large Enterprise working environment.

Supported AD, Windows 2003/2008, RIS (Remote Installation Services).

Installed, upgraded, supported and troubleshoot XP, Windows 7 and Microsoft Office, iPhones and any other authorized desktop applications.

Created, maintained and deployed all Windows images.


DeVry Institute of Technology - North York, Ontario

Electronics Engineering Technician (Honors) Sept. 1992 – April 1995


Microsoft Certified Professional (MCP)

Microsoft Certified Professional + Internet (MCP+I)

Microsoft Certified Systems Engineering (MCSE) ID#: 1032310

CompTIA Server+ Certified Professional

A+ Certified Service Technician

ITIL Foundation Certification

REFERENCES: Available Upon Request

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