ANTONIO J. CUNHA
Raleigh, North Carolina 27610
Seeking a position as a Desktop Support Specialists Professional position with 20 years experience in the Banking, Education and Retail Industries. Hard working, diligent technical specialist ready to provide required support under changing conditions. Computer Knowledge of Dell, Hewlett Packard Compaq, and Apple.
Active Directory, MS Office Suite (2007,2010, 2013 and 365) MS-Word, MS-Excel, MS- PowerPoint, MS-Outlook. Internet Browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users. Support for laptop, desktops, and printers. PDA, Airwatch MDM mobile support, Adobe Acrobat other common desktop applications like Winzip. SAP, Dameware, Dreamweaver, Swift, Payplus, PAM (Payment Archive Management), RAdmin, McAfee, Magic, Ghost and PowerQuest (Re-imaging Software), IBM Notes, Citrix. VMWare Horizon, SCCM.
Operating Systems: Windows XP, Windows 2010 Server, Windows 7 & Windows 8 and Windows 10
Network Knowledge: LAN, TCP/IP, DNS and Ethernet, 2 Factor Authentication (SafeNet) – Mobile Pass.
CNA Novell Netware, CompTia A+ Certification, Macintosh, Toshiba, IBM, Compaq and Dell Optiplex and Latitude
HCL America, Cary, NC 2015-present
Senior IT Help Desk Support Analyst/Trainer /Contract Project for Beckton Dickinson and Carefusion/ Ann Taylor & Ascena
Accept & registers Service Calls and Execute 1st attempt to solve the Service Call.
Refer Service Call to the appropriate Resolution owner Support Group.
Tracks the progress of a owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
Escalate to the appropriate management level when thresholds are violated. Close Service Call.
Customer focused. Thorough knowledge of troubleshooting remote access issues. Able to articulate and speak with clear voice. Able to understand the business’s objectives and empathy with end users.
Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
Escalate to the appropriate management level when thresholds are violated. Antonio J. Cunha, Technology Support Technician, CompTia A+ Page 1 POMEROY SOLUTIONS, RTP, NC 2015
Junior Tape Librarian/Contract for IBM
Classifies, catalogs, and maintains library of computer tapes. Classifies reels and cartridges of magnetic computer tape according to content, purpose, principal user, date generated, or other criteria.
Assigns identification number, following standard system. Prepares catalog of tapes, classified by using logbook and computer.
Stores tapes according to classification and identification number. Issues tapes and maintains charge- out records. Inspects returned tapes and notifies supervisor when tapes are worn or damaged.
Removes obsolete tapes from library, following data retention requirements. May send tapes to vendor for cleaning and to off-site location for secure storage.
May maintain files of program developmental records and operating instructions. May perform tasks such as loading and removing paper and printouts and reels of tape.
• Possess basic inter-personal relationship skills and must be capable of providing guidance. Know and perform all required tasks/job duties after receiving training relevant to the Evidence Management Team (EMT) procedures.
• Produce and maintain all documentation. Assist individuals in accordance with management direction. Moderate to difficult computer skills are required. Able to use email, communicate effectively and must be able to understand and follow instructions. CDI CORPORATION, Cary, NC 2013 - 2014
Help Desk Technical Analyst/Contract for HCL Americas
Dealing directly with customers problems ranging either with network issues, Microsoft Office Applications, on-line network printers. Fixing problems on the first call using automation tools, KB articles, using a ticket system.
Working on a ticket system such as Remedy. Knowledge of customer services. Knowledge of Microsoft Products 2007 like Word, Excel, Powerpoint and Access.
Day to day systems management, administration, and monitoring. Password Resets, Add and Delete Users.
Have in-depth knowledge working with Microsoft Windows domains, Active Directory, Windows servers 2004 & 2007, Group Policies and Windows workstations (installs, troubleshooting, etc), malware removal, printer/scanner installs, and networking technologies (routers, firewalls, TCP/IP, etc).
PROMOTING THE BANDS LLC, New Bedford, MA and Raleigh, NC 2009- 2013 CEO/BMI and ASCAP Music Publishing and Distribution.
Responsible in evaluating new artist and signing new acts to our music publishing department associated with BMI/ASCAP. Representing 40 artists/bands with a catalog over 500 musical works being outsource to distribution partners to be distributed for radio, online music, TV Film and Video Games Placement Opportunities. Also work with one of the top A & R Reps that holds direct contact to majors record labels.
Using Social Media Management programs like Hootsuite. and OnlyWire to send out post releases to 50 other social media websites that includes Facebook and Twitter. Using metric report analysis thru twitter developers partners on searches that includes, recommendations how popular music or artist that is being referred. Setting up automated programs TweetAdder thru Twitter to run RSS Feeds, Direct Messages and Re-Tweets on Facebook.. Designing Website Creation using Dreamweaver and applying SEO techniques thru our Hosting Partner, 'Gator Hosting'.
Using Marketing Tools Program like AWeber to blast emails for sending follow up emails on Newsletters on updated information. Using multiple blog sites to create new articles like eblogger, Wordpress, Tmblr, and Skyrock . Using Pingoat to submit 50 music blog sites to increase traffic. Using a web company to create traffic thru (PCPepsi). Antonio J. Cunha, Technology Support Technician, CompTia A+ Page 2
Technical Equipment - Using 2 File Servers (CPQ Proliant ML350's), 5 HP Desktops (Beats Audio) designed by HP/Interscope Records compliant for music mastering. Using music mastering software developed by SONY (Soundforge Professional 9) and Steinberg Wavelab 6. Performing daily system maintenance on Anti-Virus Protection Software AVG Anti-Virus and Malware thru Malwarebytes and schedule daily backups on the program NovaStor.
SOVEREIGN BANK/ SANTANDER, New Bedford, MA 2005 - 2009 CSG Computer Analyst
Provided Swift Support (Swift Alliance, Swift Webstation and Swift Accord) to the business lines: Trade Services, Stand by Letters of Credit, Wire Services and Capital Markets on a Help Desk for EP Support Department. Using VPN access to install Microsoft Office products, configuring workstations, hardware, software, network diagnosis, resolution via telephone for customer’s end users. Windows Active Directory Support in a LAN environment. Use the call tracking system, like remedy to document and manage problems and work requests and their respective resolutions and circumvention's.
As Swift Administrator, performed updates on Windows and Swift Alliance on user workstations and production and development servers. Downloaded Swift IBAN Directory Plus for the P&H group on a monthly basis. Performed additional work for these groups and freed up time and resources that were needed for the business to perform at a greater level of performance.
Worked closely with VP of Trade Services to set up authorizations that were accepted by other correspondent banks. Created a database to verify from the Swift Application on which RMA’s were currently active in the Sovereign Swift System. This application later became a useful tool for the business lines.
Supported other users in New Bedford and Wymossing Wireroom on Payplus, Fiserv and PAM
(Payment Achieve Management). Assisted with the rest of the EP Support Team on High Availability so that administrators could take different shifts to allow coverage for all the hours of operation.
PLYMOUTH PUBLIC SCHOOLS, Plymouth, MA 1999 – 2005
Supported multi-platform environments and workstation optimization setup for TCP/IP. Assisted and supported the LAN/WAN for the school district of Plymouth.
Installed personal computers, performed hardware maintenance and performed software installation on clients and servers. Created login accounts and email accounts.
Configured new computers with the use of Power Quest (reimaging software).
Set up Hewlett Packard LaserJet printers on the network. Performed minor network and cable installations utilizing computers and related hardware. AS, Electronic Technology, New England Institute of Technology, Warwick, RI 1988-1989
A “hands-on” program, which included construction and troubleshooting of electronic circuits.
Course curriculum provided a foundation of knowledge in DC and AC Theory, Basic and Advanced Analog and Digital Devices and Microprocessors. Associates program was an extensive 18 months in the Electronics Technology program.
Antonio J. Cunha, Technology Support Technician, CompTia A+ Page 3