Desktop Support Analyst

John A. Venegas

***** ** ******* ***** *** *** Miramar, FL 33025 ***********@*****.*** 954-***-**** Skype joalv71

PROFESSIONAL EXPERIENCE:

Auxis Desktop Support Analyst July 2017 to Present

Plantation FL

Provided Level I and Level II support to 500+ users on a mixed environment (Windows and Mac) problem solving, and decision making skills, as well as having the ability to work with minimal supervision. Highly organized and detail oriented, ability to prioritize daily tasks.

Troubleshooting problems on workstations, basic components of desktop applications, printer hardware, desktop printing issues, hardware /software interface problems and communications difficulties between components.

Imaging, packaged and deployed applications and software via MDT and SCCM.

Manage, administration and support of Active Directory, Exchange and Office 365 accounts.

Identified desktop hardware and software issues for PC related equipment and provided resolutions.

Ensure computers interconnect seamlessly with diverse systems including file servers, application servers and administrative systems.

Support, install and configuration of Mac OS.

Hands of experience using JAMF Pro and Cisco Meraki.

Install computer hardware, software, and peripherals as required.

Dropbox for business administration and support.

Team viewer IT Brain administration and support

Manage and support Polycom and Cisco VOIP phones.

Support of Polycom videoconferencing devices.

Maintain password security, data integrity, and file system security.

Support remote users and VPN client connectivity.

Hands on experience with VWWARE ESX and CITRIX virtualization technologies

Manage and administration of AWS and ITOPIA workspaces

Provide after-hours technical support on a rotational basis

Create & maintain Visio documentation of logical & physical network diagrams as well of Sop’s.

Worked with several vendors for the purchase and lease of equipment/licensing and maintenance.

Procure IT equipment and peripherals

Mobile devices support like IOS, Android.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and Wireless Networks.

Watchfire Signs Helpdesk Engineer/ Project Specialist April 2016 to May 2017

Danville IL

Provide tech support over the phone and via remote access to 3000+ costumers, dealers and end users spread nationwide and worldwide.

Monitor, maintain and fix servers and controllers, operating systems, network configurations, software applications, and hardware

Ensure maximum possible service availability and performance.

Assist and communicate effectively with other departments, carriers, contractors and staff.

Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.

Identify, categorize, and respond to application, network, and system issues.

Analyze diagnostic tools and monitoring software to proactively interpret problems or symptoms that can lead to equipment failure or degradation of network efficiency. Take action to resolve such anomalies prior to failure impacting customer services.

Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.

Develops and provides technical coaching and mentoring to other desktop services staff and company associates.

May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed

Assist end users with software support and training, as well as basic and complex troubleshooting for hardware.

Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to insure customer satisfaction.

Assist in continual improvement/expansion of knowledgebase - a key web-based collection of both internal and customer-facing troubleshooting, how-to and resolution documentation.

Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers.

Walgreens CCO (Contract) Lan Administrator October 2015 to April 2016

Miami Lakes FL

Maintained network and application infrastructure for 1500+ users across 5 different customer-facing contact centers.

Managed the creation, modification, disabling and termination of Windows Active Directory (AD) domain, Avaya Interaction Center (IC), Avaya CMS, NICE IEX, NICE Playback, Oracle Click-to-Chat, CSC and Salesforce accounts in accordance to security policies.

Provisioned equipment using CIS Benchmark standard templates to harden security baselines.

Provided leadership, training and implementation during Windows clients migration using SCCM OS deployment, software and patch management.

Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, printers, LAN cable drops.

Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system (Remedy) to track tickets and provide up-to-date status and information.

Engaged with corporate Security Operations Center in drafting, approving and implementing business continuity standards for high density facilities.

Provided business continuity and emergency procedures training for key operations and management staff.

Collaborated with Asset Protection team to enforce operational controls, technical controls, vulnerabilities assessments and investigate incidents.

Actively monitored Avaya IC infrastructure via Avaya IC Manager, and network connected devices via EMC's Smarts and Zenoss.

Installed and troubleshot Cisco equipment, streaming thin-clients, VMware virtual desktop infrastructure (VDI), Windows servers, Avaya media gateways, DVR servers.

Provided design, implementation and administration of Microsoft SharePoint collaboration sites.

Directed successful completion of system deployments for several new LOBs and expansions.

Supervised upkeep of facility infrastructure to provide 24/7 production capabilities.

Documented systems and application procedures where no previous knowledge had been defined.

Canon Solutions America (Contract) Desktop Support Technician July 2015 to October 2015

Coral Gables FL

Install new Canon MFD printers at all University of Miami locations, including college campus and al UM hospital and clinics

Set up devices with the correct UM network settings and then install print drivers on the users computers

Work closely with UM IT department if any issues arise.(Inactive Network ports, conflicting IP addresses, ports on wrong Vlans, etc)

Troubleshoot existing equipment if work orders come in via service desk, if issue cannot be resolved the service ticket would be escalated to the service technicians.

Part of the team assigned to the medical campus, oversee the help desk tickets for +2.000 Canon devices and respond within a one hour time frame to each ticket to meet our SLA.

Configure secure print, department ID, mailbox and scan to email in multiple Canon devices according to users requirements and needs.

Restore user data and user specific settings.

Validate hardware and applications are functioning properly.

Allytek Consultores, C.A. Caracas VE Network Administrator/IT Manager September 2010 to January 2014

Managed and maintained servers in Windows Servers (2008R2, 2003, 2000) environment.

Determine schedules, sequences, and assignments for work activities, based on work priority, quantity of equipment, and skill of personnel.

Supervised staff of 3-5 desktop support technicians

Create and modify DNS zones changes

Migrated from MS Exchange Server 2003 to Google Apps email.

Manage and support Windows servers, IIS, FTP, Email, Spam and other critical applications

Upgraded the existing Windows Server 2003 domain to Windows Server 2008 R2.

Supported a mixed environment of Windows, Mac, and Linux systems.

Provide Software/Hardware Help Desk for all network staff. Automated Workstation and Server updates.

Developed workstation/user policies for security. Setup automated workstation imaging/ghosting software.

Maintain organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.

Procurement Specialist: Responsible for pricing and ordering all IT related equipment. Leverage best pricing

against various preferred and outside vendors

Create and implement corporate information technology security guidelines.

Implemented and maintain a helpdesk system that allows users to submit and keep track of trouble tickets

Planning, coordinating and implementing network security measures to protect data, software, and hardware.

Recruit, hire, train and supervise staff, and participate in staffing decisions.

Create, develop and implement work analysis structure of information technology for special projects.

Unolink, C.A. Caracas VE Network Administrator January 2008 to September 2010

Responsible for network maintenance, troubleshooting, repair hardware and software support for 120+ user

Diagnosed troubleshoot and resolved hardware, software or other network and systems, and replaced defective components when necessary.

Secured web based Email and File access. Setup DNS/DHCP, Proficient in MS Office 2003-2010

Assigned routing protocols and routing table configuration using DHCP scopes.

Assigned configuration of authentication and authorization of directory services.

Wireless network troubleshooting.

Wired, and supported current phone systems (Panasonic VoIP) and network.

Migration of MS Exchange Server to MDaemon mail server to reduce effective costs by licensing.

Creating and pushing out Group Policies, user permissions, firewall rules, configuring Apple and Android mobile devices, answering and responding to elevated help desk tickets using opensource OSticket support ticket system and service requests in a timely manner with efficiency and quality results.

Maintained network servers such as file servers, VPN gateways, and intrusion detection systems.

Managing Windows 2003/2008 domain environment with active directory.

Installed and configured new Hikvision NVR, IP encoders for analog Cameras, and IP Cameras

Recommended information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.

Project Leader for Windows XP to Windows 7 Migration of 120 workstations.

Cines Unidos, C.A. (Through Unolink, C.A.) CCS VE Project Manager (Contractor) February 2006 to January 2008

Primary function was the planning, implementing and executing an especial project named PRESHOW (SPOT DIGITAL) from the scratch. This is a tool that was designed for distribution of audiovisual content in digital format through a VPN to the 197 Screens nationwide.

Designed, installed and maintained LAN/WAN/WLAN networks, 16 Servers, 350 Workstations, 32 Switches and 18 routers covering 24 physical locations.

Assign routing protocols and routing table configuration using DHCP scopes

Managed Windows NT/2003 Lan for 350 users forest

Designed a procedure manual to ensure high efficiency and effectiveness of the project

Cost Champion: Ensure all current and future vendor contracts are receiving the best pricing possible

In charge of installing the digital projectors in each theater which was controlled by a computer (player) and control automation interconnected and sensor emulation.

Responsible for digital content inserted to main content server, and then automatically sent to each of the LAN servers, as appropriate.

Installed the computer (player) to send the video signal and digital audio to the projector and the audio processor in the projection room.

Helped to set up the computer (player) to send commands to the emulator to turn them into pulses, which were then sent to the automation control.

Maintained in-house Digital Telephone system including database updates and changes. Installed Cat 5 and Cat 3 cable when needed.

Ability to use necessary tools for completing a given task that include, but are not limited to: RJ45 crimper, cable testers, wire strippers, power drill (step bit, hole saw, spade bit, etc…), air compressor, tone generator & probe, basic hand tools

Providing support to end users by phone, e-mail, help desk ticketing system, remote desktop, and in person

Use Active Directory to enable and disable accounts, creation and administration of security groups and to unlock accounts.

Provided network printer support.

EDUCATION & TRAINING:

Kapacita, Caracas, November 2013

Implementing, managing and maintaining a Microsoft Windows 2008 R2

Server network infrastructure

Iesa, Caracas,February 2007

Operations Management and Leadership

Lourtec, Caracas, October 2006

Implementing, managing and maintaining a Microsoft Windows 2003 server network infrastructure

Lourtec, Caracas, July 2006

Managing and maintaining a Microsoft windows 2003 server environment

Ceps, Caracas, November 1996

Windows NT 4.0 Workstations

Universidad Central de Venezuela, Caracas, 1993 to 1998

Electric Engineer (Electronic Mention)B.E.

TECHNICAL SUMMARY

Server 2003, 2008 R2, 2012

Active Directory

LAN, WAN, VLAN and VPN (Virtual Private Networking)

OS Management – Installation/Configuration

Ms Office Products

Virtualization VMWare

Windows XP, Vista, 7, 8

Managed and configured networks, DNS, WINS, DHCP, and TCP/IP

Switching and Routing Configuration

Remote Desktop Services

Hardware Support, Cabling and Network Setup

Wireless Troubleshooting

IP Security Camera Setup and Maintenance

LANGUAGES:

Bilingual; Fluent in English, Spanish

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