Support Manager
Resume:
Oliver R. Munoz
*** ******** ******, *** ***, Newton, NC 28658 Home: 828-***-**** *******@*****.*** Dear Hiring Manager:
I am interested in your job offer and would like to learn more about this opportunity. I recently relocated to Newton, NC from NYC. I have been exploring job opportunities here. I have a lot to offer, including 19 years of experience in the information technology field with various city government agencies as well as in the private sector. Some of my past employers include:
The Bronx District Attorney's Office
MTA Bridge & Tunnel Authority
Edwards LifeScience
Lockheed Martin Corporation
I am comfortable working under tight time frames, independently, as a team member or as team leader. I am dedicated and enjoy meeting new challenges. My present and past work associates have noted and have highly regarded my ability of remaining calm under high-pressure situations and problem solving with tact and professionalism. I am confident that I can make measurable contributions in the capacity described in the job description and I am sure that my experience would be an asset within your organization. Thank you for your time and consideration. I hope to have the opportunity to discuss the opening with you in person. Regards,
Oliver R. Munoz
*******@*****.***
LinkedIn Profile: https://www.linkedin.com/pub/oliver-munoz/36/178/68a Page 2
Oliver R. Munoz
Professional Summary
Objectives To obtain a position that will utilize and enhance my computer technical skills and join a company that will allow me to grow as an essential part of their organization.
Work History
MTA - Computer Support Analyst 2
New York, NY
03/2014 -05/2019
Resolve technical problems and answers queries by telephone support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
Diagnose, identify, isolate and analyze problems utilizing historical database records.
Knowledge Base Creation, which includes documentation of hot fixes, workarounds and problem solutions.
Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Enthusiastically participated in Online job-related training to enhance skills and extend expertise in technology.
Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
Installed and updated hardware, software and applications on Mac and PC devices.
Lockheed Martin Corporation - Help Desk Analyst
Mayaguez, PR
10/2011 - 12/2013
Help desk support for Lockheed Martin worldwide.
Password reset, Outlook and Office suite support.
VPN and RSA support.
IE 8 and Firefox browser support.
*******@*****.***
H: 828-***-****
C: 347-***-****
745 Boundary Street, Apt 702,
Newton, NC 28658
Skills
Hardware Knowledge
Desktop, laptop and Surface repair.
Installation and configuration of AV
and video conferencing systems.
Network printer installation and
configuration.
Installation and configuration of IP
Camera and video servers.
Digital scanners.
Windows CE devices.
Wired and wireless routers.
Android and IOS devices
Software Knowledge
Windows OS (3.x thru 10)
Windows Server OS (2000 thru 2012)
Microsoft Office (97 thru Office 365)
Adobe Acrobat Pro
Corel WordPerfect.
GroupWise, Outlook & Thunderbird.
Internet Explorer, Firefox, Google
Chrome & Opera.
Disk imaging software (Imagecast,
Symantec Ghost & Acronis True
Image).
Microsoft Skype for business.
SCCM
Remedy ITSM
ServiceNow
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SCCM support.
Windows XP and 7 support.
Guardian Edge support.
Blackberry and BES support.
Alert management to recurring problems and patterns of problems.
Advertise predefined software packages collections to remediate anti- virus and Windows 7 patches using the SCCM Console.
Provided Tier 1 IT support to non-technical internal users personnel through desk side support services.
Resolved technical issues by troubleshooting.
Edwards Lifesciences - Help Desk Analyst
Añasco, PR
06/2011 - 10/2011
Provide 1st level support for the Puerto Rico, Dominican Republic and Brazil facilities.
Password reset, Outlook and Office suite support.
VPN and RSA support.
IE 8 and Firefox browser support.
SCCM support.
Windows XP and 7 support.
SAP and Teamcenter support.
Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Engaged end users and answered questions via email, phone, website live chat and in forums.
MTA Bridge and Tunnel Authority - ITS Support Specialist New York, NY
08/2007 - 04/2010
Provide 3rd level onsite support for the Intelligent Transportation Division and their projects involving transportation management.
Systems include, Queue Detection, Weather Systems, Travel Time and EZ-Pass toll collection systems.
Provide 24/7 off hours support for all the various systems mentioned.
Helped streamline repair processes and update procedures for support action consistency.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Proficient on VMWare Workstation
RSA
Mcafee and Symantec security software
Remote Software (Microsoft Remote
Desktop, VNC & Radmin)
Education
1999
Computer Professionals of Kew Garden
Kew Gardens, NY
A+ & Network Plus
A + and Network +
Training completed.
1988
Hostos Community College
Bronx, Queens, NY
Computer Science
Unable to completeComputer
Professionals of Kew Gardens
1983
Cacique Agueybana High School
Bayamon, PR
High School Diploma
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MTA Bridge and Tunnel Authority - Lead Deployment and Support Specialist
New York, NY
06/2004 - 08/2007
Provide 3rd level onsite and remote PC desktop support for approximately 1,000 users at various facilities within a Windows environment.
Write standard operating procedures as well as knowledge base manuals for the help desk and the tech support staff.
Procurement, imaging and deployment of PCs.
Provide technical support for the software development dept.
for new applications to be tested in various OS environment.
This included testing and reporting any potential flaws of new application within various OS environments.
Prepare disaster recovery procedures.
Implementation, support and training of Polycom video conferencing system.
Install and configure network printers.
Maintain inventory of computer equipment .
Assist in server administration.
Provide 24/7 off hours support.
Removed malware, ransomware and other threats from laptops and desktop systems.
Helped streamline repair processes and update procedures for support action consistency.
Configured hardware, devices and software to set up new work stations for employees.
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions. Compuforce - Consultant
New York, NY
08/2000 - 06/2004
Provide 3rd level desktop and network support.
Imaging and deployment of PCs.
Install and maintain network printers.
Provide Microsoft Office technical support.
Provide support for in-house applications.
Help Desk support.
Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
Performed work according to project schedules and established quality standards.
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Replaced old desktops and laptops with new devices.
Developed work plans to meet business priorities and deadlines.
Worked closely with software development and testing team members to design and develop robust software and hardware solutions to meet client requirements for functionality, scalability and performance. Computer Professionals of Kew Garden - Tech Support/Trainer Queens, NY
08/1999 - 11/2002
Provide training for students preparing for the A+ certification.
Assist other instructors for lab training.
Desktop/Laptop repair and maintenance.
Assisted customers with home pc setup and configuration.
Provided instructional handouts, texts, audiovisual aids and other materials to facilitate learning.
Provided detailed instruction and role modeling for acceptable social and work-related behaviors.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
District Attorney's Office Bronx County - Desktop and Network Support
New York, NY
06/1999 - 08/2000
Provide technical support for approximately 1,000 users.
Troubleshoot Hardware and software problems.
Assist the network administrator in the maintenance of NT and Novell servers.
Create and assign rights to new users on NT and Novell servers.
Installing and configuring PC's for new users attaching to the network.
Provide technical support for the video conferencing equipment onsite and various NYPD facilities.
Provide technical 24/7 support for 12 Police Precinct in the Bronx using the video conferencing equipment.
Install and maintain network printers.
Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
Patched software and installed new versions to eliminate security problems and protect data.
Responded to customer requests via telephone and email and effectively answered questions and inquiries.
.
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References
Barbara Gavin
Managing Director at CompuForce
July 28, 2011, Barbara managed Oliver directly
Oliver is proficient in project planning, business analysis, scope definition and control, and resource management coordination. He is recognized for strategic thinking, his implementation abilities, and innovations while handling tough assignments and providing quality results. Oliver is a strong team player & always gets the job done.
Jorge A. Ynoa
Quality Manager at Parsons Brinckerhoff in the USA (now WSP USA) July 26, 2011, Jorge A. worked with Oliver in different groups I’ve known Oliver for over eight (8) years at MTA Bridges and Tunnels. While he was working for the Technology Department as a “ITS Support Specialist”, he interfaced with new and existing Engineering and Construction Department PC Users, providing a broad technical support and training, including PC desk, Network and PC right administration. In doing so, Oliver demonstrated superior skills and admirable work ethic. Oliver is a valuable asset to any technical communication department and I strongly recommend hiring him. For additional information about Oliver, please you can contact me during normal business hours at 646-***-****. Sincerely, Jorge Ynoa
Deborah Shanley
Manager of Technology Operations at MTA Bridges and Tunnels July 11, 2011, Oliver worked with Deborah in the same group Oliver is supremely talented and very calm, you would never find a technician as good as Oliver, he is able to solve any issue make the user feel at ease, this in technology gets lost, it was a great pleasure to work with him and anyone who works with him now, I’m sure the would agree with me. Page 7
Jeff Shalomov
Director of Technology Operations at MTA Bridges and Tunnels July 11, 2011, Jeff managed Oliver directly
I can speak at great length about Oliver and his strengths as a Deployment and Support Specialist or Intelligent Transportation Systems Specialist. I have had the opportunity to work with Oliver for more than 10 years. The majority of that time I spent as his colleague, and the last year or so as his Manager. I can tell you that I have never met anyone so knowledgeable in computer hardware and software. What is more fascinating is that his thirst for gaining more knowledge is seemingly unquenchable. He always remained on top of new trends and technologies and his eyes would light up every time someone brought up a computer related subject. In addition to his technical prowess, the other thing that stands out about him is his commitment to customer service and support. He loved teaching novice computer users and was always courteous and professional. He was easily the best technician we had here at the Bridge and Tunnel Authority and customers would call our helpdesk and ask for him by name! I can go on for hours about Oliver’s strengths and would welcome an opportunity to discuss his abilities with anyone who would want to get to know him better. Contact me thru LinkedIn and I will send out my phone number to anyone interested in pursuing Oliver for employment or services.
Frank DeQuar
Director, Intelligent Transportation Systems at MTA Bridges and Tunnels July 10, 2011, Frank managed Oliver directly
Oliver is hard working and has excellent technical skills.
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