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Desktop Support Customer Service

Location:
San Antonio, Texas, United States
Salary:
89000
Posted:
February 07, 2019

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Resume:

SERGIO JIMENEZ

San Antonio, TX

ac8e63@r.postjobfree.com

Summary:

A dynamic administrator with a strong record of achievement combining skills in diverse areas of business development: IT Support, Marketing, Procurement, vendor contract negotiations and Project Management. experienced in organizational problem resolution, leadership and supporting a successful manufacturing business and catalog publication. Effective in human relations, highly motivated, intuitive and able to manage both time and resources to maximize productivity.

Work History: Active Secret clearance & NATO Secret clearance, level 4 work environment

IT Technical support for DOD military centers on and off base and overseas by remote assistants, phone or in person as needed to minimize downtime

EDUCATION: University of Phoenix – A.A.S. Information technology

A+ Certification, Security + CE Certification, MS office Suit applications

United States Department of Commerce Census Bureau

ASMR

Data lake System Administrator Monitoring Analyst 3-30-2018 to current Remotely Support the Census Bureau Data Lake Department in DC. and its global services.

Essential Duties and Responsibilities

Creating SOP

Determine data workflow and troubleshooting errors

Responsible for system monitoring and reporting down time alerts

Responsible for running basic queries

Responsible for Monitoring Horton works HDF Production eco environment

Responsible for UTS Decennial reporting Production Monitoring

oCopy Images report from server 11 to 21 for backup

oDelete old Images

oVerify report refresh is completed

oVerify report Image has downloaded

oVerify remote servers are operational

oVerify new Active reports are on the list

oVerify the report time stamps is up to date

o Verify the reports on server 11 & 21 are the same

oRequest server refresh from the NOC Team

oRefresh extracts reports on the front end

oRun Tash Scheduler and refresh all running reports

oRun Task Scheduler and end all error tasks

oRun Task Scheduler and manually run all task

oRun Task Scheduler verify Email Delivery

oRun Task Scheduler enable and disable for troubleshooting

oSend out a Production status report daily to team members

Essential application tools used

Artifactory

Ambari

Census VDI

Apache Hive

Apache Hadoop

Apache Oozie

NiFi

Oozie admin

RSA SecurID

Yarn

Toad for Oracle

Tableau

Oracle SQL Developer 4.0.1

oRun queries to Log and track workflow

oRun trouble shooting exercise

oMonitor Log_NIFI_Job Tables

oMonitor Log_OOZIE_Job Tables

oMonitor Log_OOZIE_Action Tables

oMonitor Log_OOZIE_DML Tables

oMonitor MFT Outbound

oMonitor CI outbound

oMonitor CI inbound

oMonitor Log_oozie_DML Table

Monitor DSSD & DRPS

Remedy

Reflection Workspace / Linux

DB Visualizer 10.0.10

Sending out daily & nightly reports

ASM Research / DOD

7-12-2017 to 3-30-2018 BMC Proactive Net System Application Admin

Essential Duties and Responsibilities

•Analyze, design, and test enhancements to BMC BPPM 9.x.

•Responsible for identifying best practices and process improvements in BMC BPPM 9.x.

•Responsible for system maintenance blackouts on 350 VM servers

•Responsible for sending out system alert monitoring indicators

•Responsible for setting up new policy alerts

•Responsible for remote monitoring on 350 servers and running health checks

•Work with clients and implementation team to gather and interpret user/system requirements into design specifications.

•Design and document solutions based on functional standards, set BMC server policy.

•Participate in structured peer reviews / walkthroughs.

•Execute all required process steps as defined in our methodologies, example, development testing and production life cycle start to finish

•Meet service commitments for assigned deliverables and proactively provide work status.

•Organize and prepare work effectively to facilitate proactive resolution of problems.

•Continuously develop industry knowledge and associated skills.

•Identify, track and resolve issues and risks affecting the relevant applications.

•Work with Client, Accenture, and Teaming Partner team members and executives on and across the project team.

•Work with Server 2012 R / BMC / Discovery / Remedy /citrix

Accenture 1-3-2017 to 7-4-2017

Tier 3 System Administrator Architect Tech

Support the Integration Logistics Management System (ILMS) for Department of State (DOS) and its global services round the clock to 20,000 system users at 260 embassies.

Functionally: in OPENNET environment

Monitor the ILMS Production network Servers environment and Data Base infrastructure software applications and resources

Support system developers through the Development Stage, Test stage, Productions stage environment

Support Tier 1, 2 and 3 to restore system outage errors

Verifies system restoration with Tier 1, 1.5/2, 3 and write system and error restoration reports

Support the Director of operations in Antwerp Europe as he’s first point of contact

Daily functions

Daily Skype business conferences meetings with Technical Architecture Team in Washington DC

Remote into 38 servers to test performances

Remote into specific servers and RDP pass the DMC to test performances

Run command lines in Server 2012 to test the listener ports

Run command lines in server 2008

Run functions test of the LIMS environment and report events

Toad for Oracle

RDP into server 2012

Run toad and establish Data Base connections with 13 DB

Run the SQL queries from the editing Screen environment in toad for oracle

Monitoring

Read, unblock, repair, intercept, record, copied captured and resend job events in

AWS (Amazon Web Services)

My Service Now

Fleetwave

Oracle Enterprise Manager Cloud Control 12c

Oracle Enterprise Manager Fusion Middleware Control 12c (SOA)

Oracle primavera portfolio management

Prod PMARS (purchaser card management and reporting system) web base

Ariba (cloud procurement solution) business network

FMIS

Integrations broker

Micro Strategy

Process scheduler

PeopleSoft financials

PeopleSoft EPM

Prod COARS

Prod .Net portal

Prod portal

Prod WebILMS

Phire ticket system

Splunk

Threshold and health check monitoring

Ariba, FMIS, Micro Strategy, COARS, PeopleSoft, portal, SOA

Server utilization

Performances

Web server CPU & memory

Auxiliary server CPU & memory load

Application server CPU & memory

Database CPU & memory thresholds

Disk Space availabilities and consumption

Process Scheduler CPU

OEM (Oracle Enterprise Manager)

Threshold monitoring

CPU utilization

Memory utilization

Filesystem Usage

Network Utilization

VMware V-Sphere ESXI 6

Monitor VM servers

Create SOP (stander operation procedures) for

ILMS (Integrated Logistics Management Systems)

PeopleSoft Financials Application

Integration broker

Process scheduler

Oracle Enterprise Manger Cloud Control 12c

Splunk

Toad for Oracle version.12.8.0.49

Add to share point

VPN into AWS

Conduct the same service in AWS environment

(Contract) TEK-System & DELL Co. Migration program 10 -24- 2016 to 11-3-2016

Scott Air Force base win 7 to win 10 migrations

15 station Kangaroo image duplicators

Check C2C trigger (SCCM client, EMET)

Laptops & Desktops 6430 & 6440 (NIPR)

Run all update requirements

Run Bit locker encryptions

Run group policy

Set computers up to join the domain

Set Bios requirements

Set Advanced boot options

Set boot sequence UEFI

Set power management Wireless Radio control (WLAN & WWAN Radio)

Set secure boot

Set System Configuration Management requirements

Set McAfee Shield requirements

Set SCCM client requirements

Set Virtualization VM ware requirement in bios

Set wireless controls (wireless Switch & wireless device)

Trouble shoot migration issues

Windows Deployment Services (WDS)

(Contract) Web-Head-Tech employed 20 hrs. /sub contract out to SAEP 20Hrs.

Tier 3 IT Support Specialist System Administrators 8-9-2016 9-14-216

Activate and deactivate office 365 license

Administer cisco Meraki software for IPads

Administer Keepass

Create bootable flash drives for win10

Create employee badges

Create email accounts for MS office 365

Create new user accounts for MS 365

Deactivate and remove from computers office 2007, 2013, SQL license

Install and manage AV, HDMI TV equipment

Remote Desktop Connection use

Reset password for MS office 365 clients

System Administrator for MS office 365 cloud base

Verify all Microsoft application software compliance (Visio, visual, project, Win XP, win 7, Win 8.1, and small business, Sever 2008, and SQL 2008, 2005)

Verify all office 365 license compliance (E1 & E2 user license)

(Contract) San Antonio Education Program SAEP & CafeCollege.org

IT Support Specialist Department Director and System Administrator 8-9-2016 to 9-14-2016

Active directory usage: add and remove, user, printers, and computers

Active directory password reset

Coordinate with Executive Director and Chief Financial officer to prepare IT budget proposal for SAEP to the city of San Antonio

Create a Helpdesk Ticketing system

Create share drives

Create a working asset management program

Create a working IT department

Create new admin passwords for Lab room #1

Install Win7 active directory user and computer tools from (https://www.microsoft.com/en-AU/download/details.aspx?id=7887)

Install and test Spice Work on the network

Reactivate USB ports on all computers

Remote Desktop Connection use

Remove 25 computers from the domain in Lab room #1

Remove profiles form computers

Research ruffs software

Research Daossoft software

Research offline NT password & registry Editor

Secure computer lab rooms

Support Audio Visual equipment

Work with Server 2008, 2012

(Contract) South San Independent School District

Desktop support Senior 3-8-2016 to 6-30-2016

Activate ports in IDF

Add Microsoft desktop and Laptop machines to Wi-Fi network

Application support Example: update, remove, and trouble shoot java versions

Asset management inventory support

Coordinate with vendors on warranty replacements

Coordinate with system administrator on adding removing and security privileges

Coordinate with system administrator on adding printers to the network

Communicate with team members on google drive and google share

Communicate with team members with google hang out

Escort and help inventory team at all campuses

Installed and updated software applications

Imaged desktops and laptops

Maintain, repair and install overhead projectors

Maintain, repair and install Smartboards

Maintain (IDF) Intermediate Distribution Frame rooms

Maintain (MDF) Main Distribution Frame rooms

Open, close and resolve all Euphoria ticket system tickets

Printer replacement and trouble shooting

Replace cat5 cables to cat 6 in IDF and MDF room

Support IPads

Support MAC

Support chrome books

Support all campus personnel on 4 elementary and middle schools

Support 4 elementary and middle school computer labs

Support network casher registers

Trouble shoot all hardware and software issues on all campuses

Trouble shoot different browsers Example: internet explorer, chrome, fire fox

Trouble shoot patch panels and switches in the IDF and MDF rooms with toner equipment

Trouble shoot all Wi-Fi issues

Upgrade all campus computers and printers with cat 5 to cat 6a cables

Use Reg-edit H-key to enable or disable

(Contract)- CVS Health

Desktop support 09/21/2015 to 12/24/2015

Add Sophos encryption software to all work stations

Add Microsoft desktop machines to network and move to correct OU

Add users to distribution lists in Exchange 2007

Built and install new computer equipment with Firm-standard software and peripherals

Communicated with vendors when needed

Created and maintained technical documentation and participated in technology projects

Diagnosed and resolved the latest computer viruses and Trojans, installed antivirus software and ran diagnostics to locate and clean up infections

Endpoint Security solutions (McAfee) (Norton) (Sophos)

Equipment peripherals disposition

Imaged desktops and laptops using Disk-part for deployment to existing and new employees

Inventory Management; maintained inventory of all hardware and software

Install and update software applications

Install local and network printers for new and existing users

Hard drive degaussing and destruction deposition

Migrate user accounts from XP to win 7

Migrate user email account from XP to Win 7 Exchange 2007

Provide hardware and software support for all desktop computers, laptops, printers and other peripherals

Provide network troubleshooting for LAN and wireless systems sessions

Perform troubleshooting and repair services to all employees in the office or at client location

Respond to email requests for assistance

Respond promptly to calls, emails or walk-ins

Set up network telephone and new computer equipment using the networking principals of Ethernet, IPX and TCP/IP, with Firm-standard softwarel in all conference rooms for training

Set up, tested and demonstrated A/V equipment in conference rooms for training sessions

Test components of faulty equipment and locate defects, use power testers, voltmeters, or special diagnostic software programs.

Upgrade all computer memory to Firm-standard requirements

Use Reg-edit H-key to enable or disable

(Contract) SRA international join base AFRICOM Command Germany

Senior Desktop specialist overseas, Surge team 3/5/2015 to 6/ 11/2015

Administer moves, additions, changes, and removals for end user devices in the infrastructure

Add Microsoft desktop Machines to the network and move to correct OU

Built and installed new computer equipment with firm-standard software and peripherals

Communicated with vendors when needed

Created and maintained technical documentation and participated in technology projects

Diagnosed and resolved the latest computer viruses and Trojans, installed antivirus software and ran diagnostics to locate and clean up infections

Equipment peripherals disposition

Imaged 800 NIPR & SIPR desktops using SCCM and CISO switches for computer deployment

Install Cat5e, SC fiber and ST fiber connections (stick and turn) (Stick and Click) and MINIMC media converters

Install and update software applications

Install 800 Dell 920 Opt. all in one computers

Maintain inventory of all hardware and software

Hard drive NIPR & SIPR degaussing and destruction deposition

Maintains, administers, and troubleshoots end user devices and addresses user requests.

Manage user/group accounts, to include creation, deletion, validation, and modification on (NIPR & SIPR computers.)

Migrate user email accounts to new email server address Exchange 2010

Mirrored user accounts in Exchange 2010

Perform administrative duties in a Microsoft and Cisco centric environment.

Performs troubleshooting and maintenance on network and server equipment related to user requests and incidents

Provide service to conference, meetings by documenting conference, meeting and exercise C4 Systems IT support requirements

Provide service to the O&M VTC Team with VTC scheduling and setup in conference rooms

Provide network troubleshooting for LAN and wireless systems

Provide support to Information Assurance, including initial response and triage to Classified Messaging Incidents

Removed old user emails in Exchange 2010

Respond promptly to calls, emails or walk-ins

Train personnel on NIPR & SIPR imaging standers

Troubleshoot desktop, laptop, printer, scanner, BB’s, peripheral, network, hardware and software issues

Under direction of appropriate government shared folder owners, create and modify folder access permissions of shared folders

Updated, create, and closed repair tickets with remedy

These technical proficiencies were provided for these 4 companies, the same role and location but different contracts and different companies.

(Contract) DOYEN Technologies L.L.C. Lackland Air Force Base

Desktop support & information Assurance Office 1/1/2014 to 3/1/2015

(Contract) Superlative Tech. INC. Lackland Air Force Base

Desktop support & information Assurance Officer

6/6 /-2013 to 1/1/ 2014

(Contract) Genesis Business Systems Lackland Air Force base

Desktop support & information Assurance Officer

11/ 21/ 2012 to 5/ 31/ 2013

(Contract) NCI Information Systems Lackland Air Force Base

Desktop support & information Assurance Officer 10/ 29/ 2012 to 11/ 21/ 2012

Antivirus software configuration:

Diagnosed, resolved, clean, install (McAfee) (Norton)

Documentation:

Create & maintained technical documentation and participated in technology projects

Duties: Complete, terminate, elevate and reassigned service request to the next security level.

502sec, 802sec, Communication Focal Point, Information Assurance Team, AHLTA-team, CHCS Team, Tel & Fax Service

Enterprise Service Desk, (ESD) Medical Enterprise Service Desk (MSD), Wilford Hall Ambulatory Service and Brooks Army Medical Center Service

Data recovery: Data file backup’s and transfers

Deposition: Destruction & degaussing compliances NIPR Hard drives

Hardware configuration:

Hard Drives, Memory, Printer Formatter boards, Printer Gears, Printer Rolls, Printer Drums, Printer Fusers, Printer Toner Cartridges

Network Printer, fax machines,

Helpdesk support: Calls, Emails, walk-ins, Remedy & Heat ticketing services.

MS Exchange configuration: Mirror, Migrate, Trouble Shoot, Creating new accounts

Network configuration:

LAN, Wireless, Server Grope policy updates, patches, CISCO VPN configuration

SCCM Deployment: 500 NIPR Desktops, Images

Software Application proper configuration:

Windows 7, XP, Windows Server 2000, MS Office: 2007, 2010, 2011, MS Outlook, MS Office Communicator, AHLTA, Dragon, As You Type, Essentric, Citrix, CHCS, Dameware, third party software, Sophos Encryption, Patches

System Administration DRA: Create, Delete, Modify, Provision & Deprovision, Move to correct OU

User Accounts, Desktop, Laptops, Create Home Directory Drives, Add users to Distribution List in Exchange 2010

trained new techs on Service desk and IT role functions

VMware Virtual Infrastructure: Desktop software Application installation, support, testing, and troubleshooting

Performed troubleshooting and repair services to all employees at client locations on or off base

Asset Management support functions

Maintained inventory of all hardware and software

Execute memorandums of agreement (MOAS) from losing and gaining Organization.

Excess equipment disposition (DRMO)

Ensure bar code and security identification on NIPR & SIPR equipment

Ensure hard drive degaussing and destruction on NIPR & SIPR equipment

Warranty validations, computer equipment inventory, deployment and acquisitions

Train personnel on NIPR & SIPR compliance

Information Assurance Officer

Instruct customers on the proper way to fill out account requests and verify that all required information is on the request. Inform customers of current Information Assurance requirements and test training site. Create and delete expired accounts from active directory system.

Active Director Security processing service: CRL Smartcard authentication and disabling, security updates Common Access Card (CAC) blocking service, add &remove security groups, Organizations box, and distribution group

Maintain technology and architecture information to support information Assurance professional in the process of validating and maintaining certifications and accreditation packages associated with mission critical system

Document and report all security incidents to all Information Assurance personnel.

These technical proficiencies were provided for these 2 companies, the same role and location but different contracts and different companies.

(Contract) Tiag Information Application Group Inc.

Desktop support Fort Sam Houston July 2, 2012 to October 6, 2012

(Contract) NCI Information Systems Inc.

Desktop support Fort Sam Houston March 8, 2012 to June 25, 2012

Active Directory usage: add, delete and provide proper access to users

Add desktop machines to network domain and move to correct OU

Built and installed new computer equipment with Firm-standard software and peripherals

Created and maintained technical documentation and participated in technology projects

Complete all service requests associated with Remedy

Complete, terminate, elevate and reassigned service request to the next security level if needed.

Customer data file backup transfers

Diagnosed and resolved the latest computer viruses and trojans. Installed antivirus software and ran diagnostics to locate and clean up infections.

Equipment peripherals disposition

Imaged desktops and laptops using SCCM for deployment to existing and new employees

Maintained inventory of all hardware and software

Installed and updated software applications

Installed local and network printers for new and existing users

Hard drive degaussing and destruction deposition compliance

Provide hardware and software support for KIOS stations

Provide hardware and software support for all desktop computers, laptops, printers and other peripherals Example: printer formatter boards, printer gears, printer rollers, printer drums, printer fusers, printer toners cartridges and MAC cards

Provide network troubleshooting for LAN and wireless systems

Performed troubleshooting and repair services for all employees on base and off base or at client locations

Respond to calls in rotation as needed

Respond to Email requests for assistance

Respond promptly to walk-ins

Run group policy update commands

Set up network telephone and new computer equipment using the networking principals of Ethernet, and TCP/IP with firm-standard softwarel in all conference rooms for training. Set up A/V equipment and smart broad in conference rooms for training sessions

Supported data service center upgrades: firmware, server replacement and rack replacement

Upgrade all computer memory to Firm-standard requirements

Use Reg-edit H-key to enable or disable

(Contract) Information Innovators Inc. Enterprise Service Desk Lackland Air-force

Help Desk Administrators Tier II April 20, 2010 to August 14, 2011

Active Directory DRA usage: add, delete and provision proper access to users

Create, modify, move and assign mailboxes

Create, modify, move, delete and restore distribution lists

Coach and provides standard operating procedures (SOP) and additional technical assistance

Configure, install and update hardware and software for all workstations while creating a standard image utilizing imaging software

Diagnose, identify, isolate and analyze problems, utilizing historical database records

Experience with Remedy trouble ticketing system

Experience installing software patches and vendor service packs

Experience with Directory, Resource, Administration (DRA)

Experience with Windows Server 2003

Experience troubleshooting hardware, software and network connectivity issues

Installation and configuration of third-party tools including antivirus software (McAfee) (Norton), and system management software

Install/troubleshoot VPN Service/problems.

Provide end-user, Client Support Administration (CSA) and Network Computer Center (NCC) phone support

Provide hardware and software application upgrades and enhancements to end-user

Provide prompt and courteous customer service

Provide user orientation on desktop hardware and software

Microsoft Office/Windows XP/Vista Pro and win 7operating systems knowledge

MS Exchange email configurations

Remote diagnostics and troubleshooting for client workstations

Workstations and laptops configuration for user profiles and permissions

Business owner: September 1, 2004 to 2010 (6 +yr.)

Marketing research analyzes and reports

Develop and implement a new Business

Develop and maintain computer systems

Developed procedures to simplify daily work activities and cost efficiency

Develop and implement business communications with manufactures in Mexico, China, and Israel

Vendor selection and contract negotiations

Travel to Mexico City to establish a production run with manufactures

Establish 2 production run with china manufactures

Capital equipment acquisitions

Web-page development and maintenance

Management of inventory resources

Customer service resolutions, inquiry and sale.

Maintain OSHA requirements

Whole-sales and retail sales training

National and International buying with emphases on exporting & importing

Shipping and receiving

USAA June 26, 1989 to August 12, 2004 (15 years)

Business Logistic

Develop and implement business communications with manufactures

Developed procedures to simplify daily work activities and cost efficiency

Present recommendations to all levels of management.

Provide tour presentations

Support Staff hiring, training, supervision, evaluations, and motivation.

Support organizations’ policies securities and operational protocols

Maintain OSHA requirements and educate team members

Support marketing Catalog, research, analysis and reports

Vendor selection and contract negotiations

Customer service resolutions, inquiry and sale

Coordinate daily activities with work team and Customer Service Center department

Shipping and receiving

Grow as you Go Program

Information Technology Training

Management of inventory resources

Equipment and supplies acquisitions

Equipment and supplies disposition

Inventory control: Auditing, label identifications and discrepancies resolutions

Identify and retain serviceable excess supplies

Warranty validations and repair resolutions



Contact this candidate