Desktop Support Specialist

ANGEL RIVERA, JR.

*********@*****.***; 786-***-****

Objective:

To obtain a position in the field of information technology utilizing my skills in Customer Support, Desktop Support in order to contribute to the success of your company.

Summary:

I have over 10 years of experience providing remote and deskside support for end users. I have experience using Active Directory creating accounts for computers and users to the network, creating Organizational Units with permissions for file access, printer setups, modifying user permissions and password as requested. I have installed, repair, and performed updates with Microsoft Office 2007/2010/2013 and Office 365, also deploying and upgrading Windows XP, WIN7, WIN8.1, Windows 10.I have also worked with Macintosh computers. I have experience re-imaging new computers and Tablets. I have experience resolving issues with virus, malware and various security threats while implementing preventative measures to minimize risk using antivirus and anti-malware software such as Malaware Bytes/ Mcafee/ Symantec. I also have basic knowledge with Avaya IP-manager.

PROFESSIONAL EXPERIENCE

ExamSoft Worldwide, Delray Beach, FloridaOct. 2017- Mar 2018

Software Support Specialist

●Responded to customer issues in a timely manner while maintaining high service levels.

●Troubleshoot complex issues with use of remote support software (Zoom,Teamviewer,GotoAssist)

●Installed and updated software on Windows and Macintosh devices

●Document caller issues using Salesforce

●Performed program troubleshooting, adjusting registry entries and using terminal commands.

●Provide technical support via telephone, email and chat

Life MD/Complete Healthcare, Boynton Beach, Florida Jun. 2016- Jun. 2017

IT Support

●Respond to physician in a timely manner while maintaining tight service levels.

●Provide desktop support to internal customers related to network connectivity and e-mail related problems locally.

●Provide assistance to physicians to g e-signatures in Adobe remotely.

●Provide desktop support to internal customers related to CRM issues and IP Phone issues.

●Administer applications in Five9 and Zoho (web-base), including Box.com.

●Configure new computers on the network with software installation and reimaging.

●Performed network management and administration functions; experience with MS Office and Network and

Internet applications.

Sancilio & Company, Riviera Beach, Florida Mar. 2016- Apr. 2016

Desktop Support Analyst

●Responded to customer issues in a timely manner while maintaining high service levels.

●Assigned passwords and monitor use of resources, backed up files and responded to management requests for information.

●Installed and updated software; Performed network management and administration functions; experience with MS Exchange knowledge MS Office Applications/Office 365, Network and Internet applications.

●Performed hardware installation/configuration/repairs on computers.

●Performed network cabling – troubleshot, repaired, RJ-45 terminations and connections directly from the patch panels/ethernet switches.

●Performed Inventory and documented the new equipment into the system.

●Used WDS to reimage and set up new computers and tablets.

Trustbridge Health, West Palm Beach, Florida Dec. 2014- Feb. 2016

Desktop Support Analyst

●Performed administration using Active Directory. Created and managed user and computer accounts, security groups, and application-specific data.

●Assigned passwords and monitored use of resources, backup files as required and responded to management requests for information.

●Performed installation and troubleshooting; Performed network management and administration functions; MS Office applications, Network and Internet applications.

●Provided support to users and track work in Issue-track ticketing system for follow up and voicemail.

●Used Active Directory to connect to software applications and to administer password resets and accounts in the directory. Reset printer queues. Configured users with scanning permissions and set the folders location.

TBC Corporation, Palm Beach Gardens, Florida Jan. 2014- Apr. 2014

Service Desk Analyst

●Provided desktop support to external and internal customers related to network connectivity and e-mail related problems via telephone.

●Provided remote connections to customer using Windows Remote Desktop application and LANDesk or DamWare.

●Configured/troubleshot printers, networked or local, remotely and locally on desktops and laptops.

●Used Active Directory and Citrix/ As400 to connect to software applications and administered password resets and accounts in the directory. Reset printer queues.

●Logged and documented incidents in LANDesk.

GEO Group, Inc., Boca Raton, Florida Aug. 2013- Oct. 2013

Help Desk Analyst

●Provided internal and external customers with network connectivity and e-mail related problems via telephone.

●Provided remote connections to customer using Windows Remote Desktop application TeamViewer and DamWare.

●Responded to Virus, Malware and various security threats while implementing preventative measures to minimize risk.

●Provided support with the LMS system for company learning and compliance eligibility.

●Configured/ troubleshoot HP printers, networked or local.

●Remotely provided support on desktops and laptops.

●Used Active Directory and Citrix/ As400 to connect to software applications and to administer password resets and accounts in the directory.

Davita, Inc., Malvern, PA Sept. 2007 – Jun. 2013

Help Desk Analyst I & II– Technical Support Team

●Provided support to internal and external customers with network connectivity and e-mail related problems via telephone.

●Provided remote connections to customer using LANdesk application and Dam-Ware.

●Configured/ troubleshoot HP printers, networked or local, remotely and locally on Dell desktops and laptops.

●Used Active Directory to administered password resets and accounts in the directory.

●Used Avaya Agent and Cisco VPN remotely when performing on-call duties.

●Responded to Virus, Malware and various security threats while implementing preventative measures to minimize risk.

●Provided customer callbacks and escalated customer complaints, using Remedy.

●Installed and configured operating systems and applications

●Set up emails on Iphones and Ipads. Created BES accounts and set up on Blackberries.

Temple Earn Center, Philadelphia, PA Feb. 2007 – Sept. 2007

Computer Literacy Instructor

●Completed setup and configured new computers.

●Installed and performed minor repairs to hardware, software, or peripheral equipment, followed design or installation specifications.

●Repaired and maintained laser printers.

●Conferred with staff, users, and management to establish requirements for new systems or modifications.

●Developed training materials and procedures, and trained users in the proper use of software, internet search and online applications.

Cablevision Inc., Syosset, NY Dec. 2000 – Oct. 2006

Technical Support Team

Stemp System Group, Long Island City, NY Jun. 2000 – Dec. 2000

IT Consultant

EDUCATION & CERTIFICATIONS

Palm Beach State College, Lake Worth, FL Aug. 2016- Present

Network Administration A.S.

Pennsylvania State University, Altoona, PA Aug. 1986- Dec. 1986

●Computer Career Center, Garden City, NY

●Microsoft Certified Professional

●HDI Certified

●Dell Certificate in Desktop Systems

●Dell Certificate in Notebook Systems

●Dell Certificate in Dell Chromebook

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