Desktop Support Service

ROBERT W HURTADO

**** ******** ******, *********, ** 07208 • 908-***-**** • **********@*******.***

PROFESSIONAL SUMMARY

Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions totechnical issues.

SKILLS

Windows Server 2008 - 2012 WAN, LAN, VLANActive Directory Mainframe IBMHardware & Software Installation and VTAM, ICCFtroubleshooting TSO, MVSMicrosoft Windows 7,8, and 10 VNware & Virtual BoxWord & Excel Cisco 1841, 2600Data Backup and recovery systems TCP/IP, FTP, TFTPPreventative maintenance expert NAT, RIP, IGRPDNS, DHCP, WSUS MOVEit File TransferRemedy EIGRP, OSPFCitrix Safeboot SEPVPN Service now, Autotask, Heat, Track it

WORK HISTORY

Associate Desktop Support ServicesKPMG LLP - Short Hills, NJ 10/2018 - Current

Deliver high-quality second-level service of the technology environment, manage Fusion incident tickets,and provide desktop services and asset managementProvide intermediate-level network troubleshooting and services, and desktop/laptop troubleshooting andservicesParticipate in the implementation of national IT projects in the local environmentTake part in IT process development and documentation effortsProactively communicate with customers, from analysis through resolution, to keep them informed ofstatus; provide follow-up upon resolution to ensure customer satisfactionTest and deliver patches, product releases, and other firm-supported upgrades and enhancements

Field Service Clinical SupportInsight Global/RWJ University Hospital Somerset - Somerville, NJ 05/2018 - 10/2018

Installed new hardware and software, patched systems and configured settings.Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops,

mobile devices, applications and peripheral equipment.Worked with Caretech Remedy ticketing system to resolved issues in the hospital.Installed, configured and maintained data migration of workstations and software.Issued new, and took possession for turn-in of old computers.Backed up and restored personal data; and configured new computers for employees.Imaged and configured PC's on new installs and peripherals ensuring positive customer feedbackSupport a large enterprise desktop deployment with the older computers while imaging approx. 100workstations.Configured network devices/printers for all workstations.Configured Firewall settings.Replaced/Image old computers in Hospital, with new computers and monitors.Worked with Citrix application, helping end-users with connection and connectivity issues.Troubleshooting of Outlook issues with Email.Help End-users with Wi-Fi connectivity issues.

Computer OperatorPomeroy/Pearson - Old Tappan, NJ 07/2016 - 03/2018

Worked with large-scale IBM Mainframe system, running jobs and administrating tape operations.Query system for outstanding mounts and/or print jobs and other latent information and provideinterpretation and resolution as appropriate.Recognize minor to moderate hardware malfunctions and be able to resolve most problems underdirection/supervision of lead personnel.Understand and utilize tape library and/or print tools to assist with basic computer operator functions.Escalate to the assigned client representative and Pomeroy Manager any documentation, process orprocedure discrepancies and follow-up until resolved.

Senior Helpdesk TechnicianKPMG - Montvale, NJ 03/2017 - 01/2018

Provide first and second-level support for the upgrade to Windows 10.Participate in device collection, configuration, and upgrade of client endpoint devices.Ensure all steps for a successful upgrade of multiple laptops on a daily basis.Work with each client to ensure checklist items are completed and that the laptops are issue-free.Responsible for receipt, configuration, and delivery of new equipment, where applicable.Perform move/add/changes in local office; perform asset disposal process and liaise with vendor toschedule pick-ups.Deliver high-quality second-level service of the technology environment, manage remedy tickets, providedesktop services and asset management.Provide intermediate-level network troubleshooting and services, and desktop/laptop troubleshooting andservices.Participate in the implementation of national IT projects in the local environment.Proactively communicate with customers, from analysis through resolution, to keep them informed of

status.Provide follow-up upon resolution to ensure customer satisfaction.Apply working knowledge of internal client-specific applications to troubleshoot issues; test and deliverpatches, product releases, and other firm-supported upgrades and enhancements.

Help Desk AnalystRealogy Holdings Corporation - Madison, NJ 01/2017 - 04/2017

Level II support to over 2200 end users by creating service request in the Heat Help-desk TicketingSystem and assigning task support team for resolution.Provide Active Directory password resets for clients.Assist end users with setting up their business email configuration on personal IPhone or Androidsmartphone.Set up PC and Apple desktops and laptops and all types of mobile devices.Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Macsystems.

System Support EngineerRR DONNELLEY - West Caldwell, NJ 08/2007 - 08/2015

Monitored and supported 200+ servers and applications.Resolved end user problems by troubleshooting Servers, Applications, Network Connectivity andlocations of files due to Networking issues.Extensive use of VMware and Virtual Box Supported print jobs by working with SPDE, Iconvert, Solfusion,Rubica, SOLsearcher.Examine space on servers before nightly jobs started, did clean up as needed.Fixed issues that users had with missing files and applications not working properly.Implemented and oversaw daily automation jobs.Troubleshot and maintained all networking devices and infrastructure across the enterprise includingswitches, routers and firewalls.Communicated with vendors to resolve network outages and periods of reduced performance.Monitored system logs for all company computers and devices to maximize uptime.Implemented and maintained firewalls, series switches and security appliances.Diagnosed and troubleshooted UNIX and Windows processing problems and applied solutions toincrease company efficiency.Ensured network, system and data availability and integrity through preventative maintenance andupgrades.Provided documentation on start-up, shut down and first level troubleshooting of processes to help deskstaff.Developed and implemented complex Internet and Intranet applications on multiple platforms.

EDUCATION

Associate of Arts: Internetwork EngineeringPC AGE Career Institute - Iselin, NJ 2016

Pursuing an Associate of Arts degree

CERTIFICATIONS

CompTIA A+ Certified Technician

Contact this candidate