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Desktop Support Manager

Location:
Point Blank, TX
Posted:
October 18, 2018

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Resume:

Houston, Texas

Cell : 408-***-****

E-mail: ac7e79@r.postjobfree.com

Matthew Martinez

Objective

To find a position with a company where I may use my computer skills in the troubleshooting/repair of Hardware and Software. I am a team player with good written and verbal communication skills. I am enthusiastic and a very quick learner in all aspects of computer technology with an emphasis on customer satisfaction.

Professional experience

June-2016-Present

Masonic Homes Union City, CA

Sr. I.T. Technician

Responsibilities include hardware and software troubleshooting for 50 On-site employees, 400 residents. Assigning of Help Desk tickets to appropriate team members and follow up on resolution to tickets with team mates. Experience with laptops (Dell, Lenovo & MAC), desktops, iPhones, Android phones, DirectTV, and printers from HP. Experienced with W7, W8, W10, 2003 Server, 2008 server, 2012 server, Office 2007/2010/2013/365, AD group and account management, Virus/Malware removal, Cisco Unified Messaging & Call Manager 8.0 (VOIP), Group Policy pre 2012 server, hard drive encryption, standardization of images for laptops, creation of e-mail accounts/distribution lists, Zoom & WebEx account creation. Familiar with LogMeIn & LogMeIn Rescue, Desktops, Checkpoint VPN Capsule client, KACE ticketing system, Eset Antivirus, Malwarebytes, LivWell Digital Signage, AirTame, network shares, New Hire IT orientation documentation and video conferencing setups. Also familiar with a variety of Facilities related items such as: Vendors, Contractors for building supplies or work to be performed.

March 2015-May 2016

Sysomos Sunnyvale, CA

Technical Operations

Responsibilities include hardware and software troubleshooting for 60 On-site employees, 15 employees at secondary location and 15 remote employees in the North American region and China. Experience with laptops (Dell, Lenovo & MAC), desktops, iPhones, Android phones, and printers from HP. Also have experience with Windows 2000 Professional, XP Home Edition, XP Professional, Vista, W7, W8, W10, 2000 Server, 2003 Server, 2008 server, 2012 server, SUS, Office 2007/2010/2013/365, AD management, Virus/Malware removal, Cisco Unified Messaging & Call Manager 8.0 (VOIP), deployment of RSA tokens, Group Policy, hard drive encryption, standardization of images for laptops, Email accounts/distribution lists, Twiki/Jira/Confluence/Atlassian accounts, Skype/WebEx accounts. Also familiar with 8x8 Virtual Office, Bomgar Remote Desktops, Global Protect VPN clients, Remedy/Symantec ticketing systems, network shares, New Hire IT orientation and video conferencing “LifeSize/Polycom/8x8”. Also familiar with a variety of Facilities related items such as: Vendors, Contractors for building supplies or work to be performed.

January 2011-March 2015

Nice Systems Inc. Redwood City, CA

Technical Operations

Responsibilities include hardware and software troubleshooting for 90 On-site employees’ and the North American region. Experience with laptops (Dell, Lenovo & MAC), desktops, BlackBerrys, iPhones, Droids phones, and printers from HP. Also have experience with Windows 2000 Professional, XP Home Edition, XP Professional, Vista, W7, W8, 2000 Server, 2003 Server, 2008 server, SUS, Office 2000/2003/2007/2010/2013, AD management, Virus/Malware removal, Cisco Unified Messaging & Call Manager 8.0 (VOIP), deployment of RSA tokens, Group Policy, hard drive encryption, standardization of images for laptops, Email accounts/distribution lists, Twiki accounts, Skype accounts. Also familiar with Office Communicator, Cisco and CheckPoint VPN clients, Remedy ticketing system, network shares, New Hire IT orientation and video conferencing “LifeSize and Polycom”.

December 2007-January 2011

Merced Systems; Inc. Redwood City, CA

Technical Operations

Responsibilities include hardware and software troubleshooting for 100 On-site employees’ and 35 out-of-state regional sales representatives, deployment and maintenance of corporate anti-virus server using Symantec Endpoint Protection 11.0. Experience with laptops (Dell & MAC), desktops, BlackBerrys, iPhones, Droids phones and printers from HP. Also have experience with Windows 2000 Professional, XP Home Edition, XP Professional, Vista, W7, 2000 Server, 2003 Server, 2008 server, SUS, Office 2000/2003/2007, Virus/Malware removal, Cisco Unified Messaging & Call Manager 8.0 (VOIP), deployment of RSA tokens, Group Policy, hard drive encryption, standardization of images for laptops, creating AD accounts/groups, Email accounts/distribution lists, Twiki accounts, Skype accounts, network shares, New Hire IT orientation and video conferencing.

June 2006-December 2007

Oracle Corporation Redwood City, CA

System Admin II

Responsibilities’ include, but are not limited to, remote management and maintenance of IBM Blade servers running Windows 2000 and 2003, for four different environments in two datacenters. Maintain server and IP list of equipment, and primary admin for server re-IP project. I'm the primary application engineer for e-mail OnDemand (EMOD) application, which is a part of the Oracle’s CRM OnDemand application. Install, configure, troubleshoot and upgrade EMOD, as well as assist in the documentation of the install and configuration guide for EMOD. Responsible for updating some Web content for a Legacy CRM website at a remote location.

December 2005-June 2006

Outsource Group LLC. Walnut Creek, CA

Sr. Desktop Support Specialist

Responsibilities include hardware and software troubleshooting for 50

On-site employees’ and 4 out-of-state regional sales representatives, deployment and maintenance of corporate anti-virus server using Symantec v10.0. Experience with laptop, desktop, PDA’s (IPaq and Palm, blackberry), printers from HP. Also have experience with Windows 95, 98, 98SE, Millennium, NT Workstation, NT Server, 2000 Professional, 2000 Server, 2003 Server, XP Home Edition, XP Professional, Office 2000, Office 2003, Office XP. Familiar with E-IDE RAID, SCSI RAID to support Microsoft SQL 2000 servers, Basic SQL installs/upgrades, Exchange 2003 and QuickBooks server. Also used network monitoring tools to better optimize the internal network.

December 2003-December 2005

Siebel Systems, Inc. San Mateo, CA

I.T. Analyst

Responsibilities include hardware and software troubleshooting for 5000

World Wide employees’ on 3rd tier customer support basis. Perform the evaluation of new hardware and software technologies prior to being publicly available from major Hardware and Software providers. Creation of Standardized computer images for the Global workforce along with assisting in the choice of a Globally available hardware models. This spans 4 OS’s and 16 different pieces of hardware. The OS’s are Windows 2000 Pro, 2000 Server, 2003 Server and XP. The Hardware Manufacturers are Compaq/HP, IBM, Dell and Itona. Other Reviewed but not implemented Manufacturers are Dell, Toshiba, and Acer. Globally available models include Desktops, Laptops, Thin Clients, Handhelds, Tablet Pc’s, and Handhelds. Duties also include the Scheduling the Update Cycle for Images, Hardware reviews, Software reviews, Surveys, and the Maintenance of the I.T, Share Point Portal Server. Also assist with new Software Pilots and Creation of Seed Images for Testing purposes. Additional responsibilities include assisting the Executive Support team with problem resolution and customized images and back-ups. Recently completed several classes on IBM Think Vantage tools.

June 2000-December 2003

Upshot Corporation Mountain View, CA

I.T. Desktop Support Specialist

Responsibilities include hardware and software troubleshooting for 100

On-site employees’ and10 out-of-state regional sales representatives, deployment and maintenance of corporate anti-virus server, configuring, troubleshooting a Nortel phone system also adding new users to the system. Experience with laptop, desktop, PDA’s(IPaq and Palm), printers from Dell, Compaq, HP, Gateway and Comteq. Also have experience with Windows 95, 98, 98SE, Millenium, NT Workstation, NT Server, 2000 Professional, 2000 Server, 2003 Server, XP Home Edition, XP Professional, Office 2000, Office 2003, Office XP, FrontPage, ZoneAlarm “Free & Pro”, Norton Anti-Virus Corporate Edition Client/Server, IIS & Dreamweaver. Familiar with E-IDE RAID, SCSI RAID, creating network shares, adding IP addresses to computers, creating user accounts, and joining domains. Assisted with move of Internet Data Center from Exodus to Qwest – responsible for installing over 100 servers, built and deployed desktop/laptop equipment for over 120 users.



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