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Desktop Support Active Directory

Austin, Texas, United States
August 21, 2018

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Adan Fuentes

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

Austin, TX **753



Certified IT professional with proficiency in troubleshooting hardware/software, LAN network as well as excellent client service skills.


CompTIA A+ & Network+


Microsoft Office 2013 and O365, RemedyForce, Active Directory, Symantec Endpoint Antivirus 2012, Ghost, McAfee Antivirus, VPN, Veritas Backup Exec, Data recovery, encryption tools, Altiris, Airwatch, Concur Admin, e-commerce, VMWare, Linux


Associate of Science, Information System Technology, Union Community College, Cranford, NJ


Linux I – LPIC-1 101, Cisco Network Academy, 2016


UPS, Mahwah, NJ June 2018 – Present

IT Support

●Responding to service issues and requests via phone, email, and in person.

●Installing and configuring computer hardware, and software.

●Support Lenovo, HP, and Dell laptops and desktops running Windows 7 and Windows 10.

●Analyzing call logs to spot trends and underlying issues.

●Mobile Device Support via Airwatch.

●Active Directory Management (password resets, account creation).

●Installation and Support of major applications like Office, Adobe Acrobat, Antivirus software, etc.

●Daily AV/conference rooms checkups consisting of Air Media and Crestron technology for proper functionality.

Enzo Clinical Labs, Hasbrouck Heights, NJ March 2017 – June 2018

PC/Network Field Engineer

●Handling client’s hardware and software systems requests supporting various systems such as Windows 7, 10 and Apple products.

●Setup up small business networks for doctor’s offices configuring and troubleshooting ISP connections.

●Responsible for installation, training and support of all Enzo Clinical Lab clients using EnzoDirect or other client EMRs.

●Monitoring DMZ server to assure result delivery and processing at customers sites.

●Set up, configure and install all Client Systems products including EnzoDirect, EZCOMM,

●Client Systems Field Maintenance and support for all Enzo’s Client Systems Products.

●Conduct on-site survey for the best solutions for our client’s needs.

Samsung, New York, NY March 2016 – March 2017

PC/Network Technician

●Responsible for 2nd and 3rd level support of hardware, software.

●Manage and support LAN, and wireless networks for retail store.

●Troubleshoot, analyze and resolve, POS, and mobile devices problems.

●Configure and manage mobile devices using Samsung CellWe EMM solution.

●Manage and build Windows 7 images for deployment via MDT.

●Perform system administration for desktop and mobile solutions.

MOL America, Woodbridge, NJ February 2014 – March 2016

Area Support Desk Analyst

●Provided support for hardware and software issues for USA, Mexico, Panama, and Canada.

●Documented, track, and monitor all calls and incidents using a BMC RemedyForce.

●Configured and setup of smartphones, desk phones, voicemail, and air cards.

●Troubleshoot VPN, printers, Windows, third-party hardware and software, operating system issues, and virus removal.

●Configured, and maintain server with WAIK, MDT, and WDS to deploy Windows 7.

Summit Medical Group, Summit, NJ May 2013 – February 2014

Desktop Support

●Provided end-user support for various general technologies, including hardware, printing, networking, applications, and operating systems

●Configured laptops and desktops to departmental standards with proper HDD encryption.

●Monitored and managed service request queue. Included prompt and effective communication for all assigned requests, timely resolution or escalation of all assigned requests, and proper documentation for all assigned requests

●Operated as the first line of technical assistance for clients and users of information technology resources.

●Logged each incoming request as calls received and executed ownership of the problem until resolution is completed.

●Dispatched to appropriate second level support specialists using proper escalation procedures,

●Tracked and monitored the status of all open requests and advised requester of status and final resolution.

CoWorx Staffing Services, Watchung, NJ July 2005 – February 2013

Desktop Support

●Analyzed technical issues via phone, email, remote tools and in person.

●Contact ISP to troubleshoot network connectivity between our offices.

●Managed Active Directory and Exchange user accounts and security folder permissions.

●Performed and administered network system back-ups/restore.

●Knowledgeable of networking including TCP/IP, Switches, Routers, VPN, DNS, WINS, DHCP.

●Resolved break/fix jobs for HP Laptops, Workstations, and Servers.

●Administered Microsoft and third party systems security updates

●Administered Trend Micro Control Manager and InterGuard internet tracking software.

Sovereign Bank, Randolph, NJ June 2004 – June 2005

Field Service Technician

●Delivered brake and fix hardware support for Sovereign Bank in NJ.

●Reconfigured workstations and Servers using proper tools as required.

●Diagnosed and repaired Compaq Proliant Servers, UPS, Routers, and other network relate issues; HP/Compaq workstations and laptops, Lexmark printers, Unisys passbook printers and receipt printers; Special projects: rollouts, setup of new equipment, moves.

The Bank of New York, Maywood, NJ Jun 2001 – June 2004

Field Service Technician

●Resolved service calls concerning system operation applying troubleshooting principles and techniques to diagnose system hardware, software, and operator problems.

●Hardware and software installation, upgraded, supported and troubleshot using Ghost to re-image PCs or re configured manually.

●Performed software installation, support and troubleshooting for various applications.

●Produced required reports to management noting field service actions taken.

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