Accomplished at assessing needs and meeting goals with an ITIL concentrated Enterprise IT Department. Innovative Team Lead organized, dependable and reliable, independent and self-motivated yet cohesive team member
Exceptional troubleshooting skills on a PC hardware, laptop, desktop, printers, software platform, and other peripheral devices in an established corporate networked environment serving as a junior system administrator in Active Directory on a Windows Server plateau
Experienced using ticketing systems such as BMC Remedy, Service Now, CA Service Desk Manager, HP Service Manager, Track It; and skillful operating virus protection or malware removal programs such as Norton, McAfee, Malwarebytes, Ad-Adware, AVG, Avast, and Microsoft related software. Familiarity with remote tools; IE: TeamViewer, Dameware, VNC, Timbuktu
Proficient at translating non-technical customer descriptions to diagnose and resolve client issues and converting management objectives to increased efficiency and productivity
Adept at maintaining composure and professionalism during challenging service calls while providing thorough and detailed service with a strong focus on superior customer service performance
Demonstrate commitment to continued professional growth and development. Ability to work independently or in a team setting. Participate in cross-functional teams projects or assignments
Management and Strategy Institute - August 31, 2017
Lean Six Sigma Certification (white belt)
Franklin Covey Leadership - August 2016
Great Leaders – Great Team – Great Results
Lean Six Sigma- October 2015
Intro to Lean Six Sigma Certification – Utilizing Kaizen and Lean Tools
Stephen Covey Leadership - August 2015
7 Habits of Highly Effective People
Sandvik Leadership - Jan 2012 to April 2012
Tech Skills, 1999
CompTIA A+ Certification
HP Laser Jet/Brio/Kayak/Proliant Server
G.C.C.-Mangilao, GU – August 1993 to January 1994
Computer Science, COBOL, Intro to Data Processing, and QBasic
IBC-Tamuning, GU - October 1990 to March 1991
Information Processing Specialist, Lotus 1-2-3, Dbase, WordStar, Typing I, Business Math and Business Law
JFK H.S.-Tumon, GU - August 1982 to June 1985
General Studies, Industrial Arts, Basic Computer, Typing I
Field Nation December 2017 – Present
Diagnose and troubleshoot Desktops, laptops, printers, POS IE: NEC, NCR, Toshiba
Replace and/or upgrade systems
Run and terminate CAT5 cable
Imaging and software configuration
Refresh hardware and Windows 10 upgrade rollouts
Data migration – backup and restore
Perform lifecycle management and update information systems
Hemmersbach US LLC, Miami, FL (working remotely in Dallas, TX) April 2014-October 2017
Service Delivery Manager 786-***-****
Effectively managed daily service delivery operations, escalation handling, process improvements, and transition & transformation
Service Implementation for dedicated customer projects
Control of SLA for resource and cost metrics to achieve KPI goals
Provide commercial and collaboration support with project teams.
Manage staff, new hires, scheduling, OT/vacation approvals
Familiar with ticket systems: Service Now, Remedy, HP Service Manager, CA Service Desk Manager for queue management, and report extraction and analyzation
Delegate or assign projects for execution and delivery.
Manage inventory lifecycle
Developed a strong and well maintained relationship with clients, partner management teams, and vendors within all levels
Professionally managed multiple accounts for implemented deals for dedicated customer projects in the Americas region.
Prepared weekly status report for management review
Conduct weekly and monthly staff governance meetings for update progress and project tracking and analysis
Assisted in desktop support duties as needed
Sandvik, Inc., Fair Lawn, NJ March 2014 - April2014
Help Desk Support 201-***-****
Provide phone and remote support
Create and dispatch tickets to Level 2 support.
Assist managing the Help Desk Inbox for new or pending issues
IBM (Sandvik, Inc.) Fair Lawn, NJ July 2011 – March 2014
Technical Team Lead / Local IT Coordinator 201-***-****
Manage daily operations for Local IT Support team
Monitor and maintain SLA metrics of service delivery for stakeholders
Implementation of new processes / procedures
Delegation or assigning of projects
Negotiate internal and external service level agreements
Escalation handling and drive resolution
Conduct weekly governance staff meetings
Travel to remote sites for services follow up
Conduct employee performance reviews
Other assigned project management duties
Managed hardware refresh lifecycle project
Managed new desktop image rollout project: XP to Windows 7 or as needed on laptops and desktops
Install, configure, and troubleshoot SCCM client for software patch and deployment
Manage lifecycles for all laptops, desktops and smart phones using inventory application I developed
Active Directory, Group policy, and SOPHOS management, new user setup
Pre-launch new Windows image and hardware testing, research and development
Smart phone setups; Android and Apple
Performed warranty work
Troubleshoot desktop issues; MS Office suite, Coromant,SCCM, VPN, Adobe Creative Suite, re-imaging
Create and publish online progress report
Merck Inc., Kenilworth, NJ September 2010 – December 2010
Desktop Support 908-***-****
Performed data migration and computer refresh project
Utilize Altiris app for software deployment
Configured proprietary applications, created computer names
Enabled user accounts or reset passwords in AD
Northwest/Delta Airlines, Newark, NJ May 2005 – April 2010
Field Engineer 734-***-****
Install and configure images for desktops, laptops, e-Ticket systems for interoperability
Maintained and repaired all printing and computer devices throughout sites
Monitor SLA ticket metrics via Infoman ticketing system
Handle escalations with drive to resolution
Provided remote support via Remote Desktop, DameWare, or VNC.
Maintain all system inventories
CAT5 cabling and cable management
Install, configure, and troubleshoot all software EX: Microsoft Suite, AS400, IE, AOP, DeltaMatics, Citrix Client, Radia, and Norton Anti-virus
Managed XP to Vista rollout upgrade
Performed preventive maintenance on all desktops, laptops, and printers
Conducted and managed hardware refresh/upgrade rollout projects in multiple airports
Provided network support for Cisco switch and router replacement
Completed project for dual hardware/software installation during company merger.
Setup and tested ticket counter systems for seasonal travel overseas
Troubleshoot all desktop, laptop, or software issues.
DoveBid Inc., Foster City July 2002 – May 2005
Technical Support Services 650-***-****
Provided desktop technical support for all end users nationally and globally.
Imaged all desktops and laptops using Ghost V7.0.
Installed and configured various applications and software for user setup; EX: Microsoft Office Suite, Cisco VPN
Run report logs for WAN and Firewall data traffic status.
Monitored bandwidth and checked for packet lost using network sniffer application
Pack and send computer equipment to remote users nationwide and globally.
Provided companywide remote support utilizing Timbuktu or Dameware
Used HFNetchk tool to scan and push out security patches system updates, and fixes to all end users
Manage Technical Support mailbox.
Managed O/S rollout from W2K to XP.
Create NT and Exchanger Server accounts for onboarding new hires. Also, deleted or disabled user accounts for off boarding
Perform field service calls to remote office.
Assist in installing Cisco switches, PIX Firewall, Compaq and Sun Micro system servers.
Setup email accounts in Exchange and created shared network drives
Managed hardware refresh rollout to all users
Assisted in the test network environment setup and configuration
Test and research new image on VM setting
Install, configure, and troubleshoot Norton Enterprise Anti-Virus software
Maintained and tracked all computer hardware inventory
BeyonDSL, Woodland, CA January 2002 – March 2002
Wireless Technician 530-***-****
Configured and installed 2.4MHz Breeze Com wireless radios
Conducted line of site survey for installation quote.
Managed inventory listing on all parts and IP addresses
Installed and mounted antennas, LMR400 cable and lightning arrestors
24-hour on-call technical support for wireless issues or outages.
Continental Airlines, Tamuning, GU October 2000 – September 2001
IT Specialist 671-***-****
Provided desktop and network support for users locally and off-island.
Installed various proprietary and commercial software
Diagnose and repair laptops, desktops, and laser Jet printers.
Software configuration for various applications and access.
Assisted in network equipment and fiber installation refresh project
Installed and terminated CAT5 network cabling and conducted cable management for MDF and IDF rooms.
Perform preventive maintenance on all laptops, desktop, and printers.
Managed W2K and hardware refresh rollout
Managed data migration for all end users.
Created documentation on technical procedures for software, hardware installation and upgrades.
**References available upon request