Support Manager

William A. Munoz

***** ********** ****., #***, **********, CA 90706

714-***-**** acb7il@r.postjobfree.com

SUMMARY

Effective, results-oriented Desktop Support/System Administrator with 12

years of increasing responsibility in Client-Server, LAN, WAN environment.

Proven ability to effectively problem-solve with strong project-goal

orientation. Technically skilled to set up new organizational framework, as

well as to multitask in a fast-paced environment. Skilled in Windows

95/98/2000/XP/7/Server 2008/MacOSX/VMware vSphere v.5.0. Supported more

than 1000+ users, while maintaining accurate documentation in call database

program and providing training to help desk coworkers. Works well

independently or as part of a cooperative team effort. Establishes positive

rapport with clients, coworkers, and all levels of management. Has a proven

history of accomplishment and dependability. Exceeds normal duties to

secure ultimate success in any task.

TECHNICAL SKILLS

. Servers: MS Windows 2000-2008 server, MS File and Storage services 2000 -

2008, MS Exchange 2000-2012, MS Active-Directory 2000-2013, MS Terminal

Services Sever 2003-2008, SQL Server 2008, VMware vSphere v.5.0, VMware

ESXi 4.0-4.1, Websense Security Suite, BlueCoat Proxy SG v4.2.4.1,

CNovell Netware & GroupWise 5.1, Script Logic 7, Symantec Ghost Cast 8,

Symantec BrightMail, Application Server for Oracle DB, Rilos, & ADP DB,

Legato Application X 5, Kofax Ascent Capture, Citrix Xen 5-6 server and

Citrix Online Plugin 12.1 & Citrix Receiver 4.0.1, LanDesk Management

Suite v.9, Altiris, Goodlink, and Verizon Treo & Blackberry server,

VMware vCenter v.5.1.

. Software: DOS 6.22, MS Windows 95/98/NT 4.0/2000/XP, Windows 7, Windows

8, Professional, MS Office 97-2007, MS Visio, SQL Server Management

Studio 2008, MS Access permissions, MS Active Directory, MS Terminal

services, MS File and Storage services, IBM Lotus Notes v. 6.4-7.0, FTP

clients, FTP permissions, Oracle, JDE One World, RiLOS, Cardiff Liquid

Office Server v.5.0.2, Kronos Workforce Central, Captaris RightFax 6-

9.3.0.2116, Cherwell v.3, Heat Call Management, Legato Application

Xtender, DataTrac, Citrix Presentation Server v.4.0, Citrix client for

Windows v.11, Citrix Client for Novell Netware and Cerner Security,

Websense security, Envision Desktop Capture, Script Logic Desktop

Authority, MS Remote Desktop, Real VNC, McAfee v.8.7i, Symantec

Antivirus, Webroot Spyware Sweeper, Track-It, FileMaker Pro, SAP v.720,

AS400, Oracle DB, Portellus RiLOS, Crystal Reporting, Cisco VPN Client

v.4.8x-5.X, MAC OS 9/X, Altiris NS v.6.1 Altiris DS v.6.9., Goodlink,

Wireless Sync for Treo, and Blackberry Active Sync & BES Blackberry

Manager v.4.1.6.9. Citrix Provision Server v.6.1, Citrix Desktop Studio

v.5.6.

. Hardware: PCs, Laptops, MS Windows 2000-2003 server, Terminal Server,

MAC's OS 9/X, network cards, HP Printers, Toshiba E810 multifunction

printers, Kodak (3520 & i610) Scanners, access points, hubs, switches,

SOHO routers, VPN Routers (Sonicwall, Netscreen, & Zyxel), (Mitel, Cisco

IP (7900) phones, and Polycom phones), Treo (650, 700w, & 700p),

Blackberry (7250, & 7130)

. Operating Systems: DOS 6.22, Novell Netware and Groupwise through Citrix

Client, WIN 95/98/NT 4.0/2000/XP Pro/Vista/7 SP1/2000-2010 server, MAC OS

9-X (Leopard & Lion), MAC IOS 6 support.

EXPERIENCE

City of Hope, Irwindale, CA 11/13 - 12/13

Desktop Engineer - Contract

. Providing Desktop Engineering support on BMC Remedy Ticketing system and

Network support for 4000 + users, including those at remote facilities as

well as the mobile workforce using Cisco Client VPN v.7.0, iPhone 4&5,

iPad 2, 3, & 4 support.

. Managing and monitored of PC Desktop systems via Citrix Desktop Director

v.2.1, or WindowsXP / Win 7 SP1 through RDC or Dameware, installed and

supported installations of MS Office 2010 & 2011 Mac & Win client to

support connections to the Archive for executive users and normal users

from MS Outlook 2007 upgrades to Office 2010 or 2011 MAC versions,

reimaged & backed up data on Lenovo M92P SFF) & Lenovo Laptops (d430 &

d530), iPad 2,3,&4 (T-Mobile) & Microsoft Windows 8 Pro Surface Tablets

systems, setup Citrix VDI environment using Citrix Desktop Studio v.5.6,

VMware vCenter v.5.1, Citrix Provisioning Server v.6.1, NetApp Storage

support, Forefront v. 2010 support, supported SQL 2008 10.2.*/v.11gR2

clients, Citrix Online v.12.1.0.30, Citrix Receiver 4.0.1 + Delivery

Service Console v.3.0 plus VDI connections, supported some PeopleSoft,

Lawson Portal v.9, Great Plains v., & MAC OS X Leopard & Lion MacBook

Pro's support, Credant MG v.4.5, Altiris NS v.6.1 Altiris DS v.6.9.

. Training and supported of MS Outlook 2010 v.14 & MS Outlook 2011 SP1

client support during Win XP and Win7 migrations, MS AD 2003-2008 &

Exchange 2010 user support on networked folders, e-mail distribution

support, Websence Firewall support, 802.11 Wireless user support using

Windows wireless client, [T-Mobile] iPhones 4&5 support, iPads 1,2, 3

support,.

. HP, Konica-Minolta, Sharp, and Ricoh multi-function printer support.

WILLIAM MUNOZ PAGE TWO

Orange County Transit Authority, Orange, CA 06/12- 11/13

Senior Desktop Support Analyst III-Contract

. Providing Desktop support on Cherwell, v.3.4e, Ticketing system and

Network support for 1000 + users, including those at remote facilities as

well as the mobile workforce using Cisco Client VPN v.7.0, AT&T Aircards,

iPhone 4&5, iPad 2 & 3 support.

. Managing and monitoring of PC Desktop systems via SCCM v.2008, or

WindowsXP / Win 7 SP1 through RDC, installed and supported installations

of MS Office 2010 & 2011 Mac & Win client to support connections to the

Archive for executive users and normal users from MS Outlook 2007

upgrades to Office 2010 or 2011 MAC versions, reimaged & backed up data

on HP Desktops Compaq Pro dc7600-7700 & 6200 Pro SFF) & HP Laptops (dv6t-

7200), iPad 2 &3 (AT&T, Verizon & Sprint) & Microsoft Windows 8 Pro

Surface Tablets systems, setup VMware Desktop v. 5.1, SCCM 2008

Deployment Server, Forefront v. 2010 support, supported Oracle v.10g

10.2.*/v.11gR2 clients, Citrix Online v.12.1.0.30, Citrix Receiver 4.0.1

& Delivery Service Console v.3.0 plus VDI connections, supported some

PeopleSoft, Lawson Portal v.9, Great Plains v., & MAC OS X Leopard & Lion

MacBook Pro's support.

. Training and support of MS Outlook 2010 v.14 & MS Outlook 2011 SP1 client

support during Win XP and Win7 migrations, MS AD 2003-2008 & Exchange

2010 user support on networked folders, e-mail distribution support,

Websence Firewall support, 802.11 Wireless user support using Windows

wireless client, [AT&T,Verizon, & Sprint] iPhones 4&5 support, iPads 1,2,

3 support,.

. HP, Konica-Minolta, and Ricoh multi-function printer support.

Children's Hospital of Los Angeles, Hollywood,CA 01/12- 06/12

Desktop IT Support Analyst III-Contract

. Providing Desktop support on Heat, v.9.0, Ticketing system and Network

support for 2000 + users, including those at remote facilities as well as

the mobile workforce using Juniper Client VPN v.7.0, AT&T Aircards.

. Managing and monitoring of PC Desktop systems via SCCM v.2007, or

WindowsXP/7 RDC or VNC v.4.*, installed and supported installations of MS

Office 2007 & 2011 Mac & Win client to support connections to the Archive

for executive users and normal users from MS Outlook 2007 upgrades to

Office 2010 or 2011 MAC versions, reimaged & backed up data on Dell

Desktops Optiplex 690 -790) & Dell Latitude (D630-E6420), (Lenovo Laptops

(T60-T61) & Lenovo Desktops (M55-M58 models) systems with SCCM Deployment

Server, MacAfee v. 8.77 or 8.88, support, supported Oracle v.8.19/v.9.20,

Citrix Delivery Service Console v.3.0 plus VDI connections & XLO,

supported PeopleSoft, & MAC Laptops OS X Leopard & Lion.

. Training and support of MS Outlook 2007 SP3 & MS Outlook 2011 SP1 client

support during Win XP and Win7 upgrades, MS AD 2003, 2008 & Exchange 2010

user support on networked folders, e-mail distribution support, Windows

Firewall support, 802.11 Wireless user support using Windows wireless

client, AT&T iPhones, iPads,.

. HP, Lexmark, and Ricoh multi-function printer support.

Deluxe Laboratories, Hollywood,CA 05/10- 10/11

Desktop IT Support Analyst II

. Providing Desktop support on Manage Engine Service Desk, v.7.6.0 Build

7610, Ticketing system and Network support for 850 + users, including

those at remote facilities as well as the mobile workforce using

CheckPoint Secure Client VPN-1 v. NGX R60, Sprint Aircards & Lenovo

Laptops.

. Managing and monitoring of PC Desktop systems via LanDesk, or WindowsXP/7

Remote Desktop remote connections or VNC v.4.*, installed and supported

installations of Lotus Notes client which includes Sametime integrated

within Lotus Notes v.8.5.1 and v.8.5.2 to support connections to the

Archive and Notes Database connections for executive users and normal

users from migration project of Lotus Notes v.8.5 to MS Office 2007 &

Outlook 2007 upgrades during our migration, reimaged & backed up data on

Lenovo Laptops (T60-X301) (T400+ models) & Lenovo Desktops (M52-M58

models) systems with LanDesk Deployment Server & Symantec Ghostcast

Server v.11, Symantec Endpoint v. 11.0.5002.333 support, supported Oracle

v.8.17/v.9.20, Lawson v.7.3.3, assisted with deploying SAP v.720,

supported Kronos, & ADP, MAC Laptops OS X Leopard & Lion.

. Training and support of MS Outlook 2003 SP2 & MS Outlook 2007 SP2 client

support during Win XP and Win7 upgrades, MS AD 2003, 2008 & Exchange 2010

user support on networked folders,

WILLIAM MUNOZ PAGE THREE

Cont.

. e-mail distribution support, Windows Firewall support, 802.11 Wireless

user support using Windows and Lenovo Wireless client, Blackberry Manager

v.4.1.6.9 & v.6.0, AT&T Blackberry, iPhones, iPads, & Sprint Blackberry

Cell phones.

. HP, Canon, Xerox copiers, and Ricoh multi-function printer support.

Alliance Healthcare Services, Newport Beach, CA 04/09 - 05/10

Desktop IT Support Analyst II

. Providing Desktop support on BMC Service Desk Ticketing system and

Network support for 3100 + users, including those at remote facilities as

well as the mobile workforce using Cisco VPN v. 5.X, Verizon Aircards &

Netbooks.

. Managing and monitoring of PC Desktop systems via LanDesk or Windows

Remote Desktop remote connections or VNC v4.*, installed and supported

only executive MS Office 2003 & 2007 upgrades during our migration to

Office 2007 & various Citrix internal programs, reimaged & backed up data

on Lenovo Laptops (T60-X61) (T200-T400 models) & Dell Desktops (Optiplex

270 - 780 models) systems with LanDesk Deployment Server & Symantec

Ghostcast server v.11, McAfee v. 8.5-8.7 support, support of SQL

Management Studio Server 2008 for SQL processes, VMware ESXi v.4.1.

. Training and support of MS Outlook 2003 SP2-SP3 & MS Outlook 2007 SP1

client support during upgrades, MS AD 2003, 2008 & Exchange 2003 user

support on networked folders, e-mail distribution support, Great Plains

v10 & Citrix v11 user support, Windows Firewall support, 802.11 Wireless

user support, and Blackberry Manager v.4.1.6.9 & Verizon Cell phones.

Apex Systems, Irvine Technology Corporation, Sapphire Technologies,

TEK Systems, Irvine, CA 01/07- 04/09

Desktop Support Level III /System Administrator for Pacific Life,

Advanstar, Autobytel, Toyota, HD Supply, OCSherriff Dept. - Contract

. Providing Desktop support on Company Made, Managed Engine, Remedy,

Peregrine Ticketing system, Altiris, and Network support for more than

1500 + users at various location in Orange County, including those at

remote facilities as well as the mobile workforce using Sprint or AT&T

Aircards to remote via Citrix, Cisco VPN v.5.0 +, or using remote desktop

thru Citrix or Altiris on a tethered Blackberry. .

. Maintained, created & performed backups with Altiris Deployment

Server,Norton Ghost v.10-11, SMS Software Deployment, of user profiles,

imaged new PCs & laptops like Panasonic Toughbooks, Lenovo, Toshiba Tecra

laptops, Dell 625-755 PC's, Dell Latitude D620-630 Laptops, Windows RDP,

Bomgar, Timbuktu Remote connections for Mac OS X Leopard.

. Managing several critical systems, and monitoring of servers, and

maintenance of servers assigned, added users to Active Directory,

disabled Term users within Active Directory, and updated with latest

security patches on MS 2000 & XP Pro PCs in LAN/WAN environment with

virtually no downtime, resulting in an increase in overall employee

productivity and improved communication.

. Configured MS Outlook 2003 SP2-SP3 & 2007 SP1 on WinXP SP2-SP3 updates

for MS Exchange server 2003 & 2008 upgrades during our migration to

Office 2007 & various internal programs via Citrix access, and supported

Lotus Notes v.6.4 - 6.5 migrations, File Server permissions via AD 2003 -

2008, Altiris Deployment Server software upgrades onto a standardized

platform. User setups deployed in less than one day, ahead of schedule.

. Reimaged & backed up data on HP Laptops (6400 - 6910 models) & HP

Desktops (7700 - 7900 models) systems with Alitris Deployment Server,

various internal programs via Citrix access, supported Entourage and

Office Mac 2004 & 2008 versions, reimaged & backed up data

on Dell Laptops (D400-D630 models), Apple G4, G5, Intel Macs, & Desktops

(D240-D280 models) systems with Symantec Ghostcast Server.

. Training and support of MS Outlook 2003 SP2-SP3 & MS Outlook 2007 SP1

client support during upgrades, MS AD 2003-2008 & Exchange 2003-2007,

Office Mac 2004/2008 version user support on networked folders, e-mail

group support, Oracle v.8.0- 9.2 client support, FileNet user support,

Windows Firewall support, 802.11 Wireless user support, and Blackberry

8700+ models - support on BES Server & Sprint & AT&T Cell phone support,

Supported and configured 80% of executive Treo phones on Goodlink Server,

Blackberry BES Server on AT&T, Verizon, Sprint, Remote Desktop via VNC,

Altiris, SMS, SunBelt, Symbol Technologies Telxon PTC-710

. J.D. Edwards, Oracle 8.0 -9.2, AIMS, Captaris RightFax, Cisco Call

Manager, Citrix XP Server Service, Cisco IPCC Express service, IBM

Hardware Maintenance, VMware vESXi v.4.1, Adobe Acrobat, Cisco VPN

v.5.0+, Fiberlink, Firewalls, AVST Callxpress Voicemail and auto

attendant user support. Printer Support: HP, Toshiba, Lexmark, Xerox

Printer Support

WILLIAM MUNOZ PAGE FOUR

Secured Funding, Costa Mesa, CA 10/04 - 01/07

Help Desk Level III/System Administrator

. Maintained, created & performed backups of user profiles, imaged new PCs,

printer/scanner support, added user to Active Directory/Exchange servers,

disabled Term employees within Active Directory/Exchange servers, and

updated with latest security patches on MS 2000 & XP Pro PCs in LAN/WAN

environment with virtually no downtime, resulting in an increase in

overall employee productivity and improved communication.

. Implemented PCs with MS Win XP Pro from a Windows 2K platform and

configured MS Outlook 2003 updates for MS Exchange server, File Server

permissions, Websense web security, and Terminal Services for Remote

Desktop onto a standardized platform. Executive setups completed in less

than one week, ahead of schedule.

. Absorbed helpdesk, desktop support, and system administration workload

from company restructure, saving the company $120K per year in additional

salary expenses.

. Answered and prioritized incoming technical support calls & emails of

990+ users, escalated user issues, and followed-up with end users,

closing all assigned tickets each day.

. Supported and configured 80% of executive Treo/Blackberry phones on

Verizon/BES Servers.

Children's Hospital of Orange County, Linksys, Axcelerant, Irvine, CA

1/02 - 06/04

Level 1 & Level II Help Desk-Call Center - Contract

. Received and logged 60-80 incoming technical support calls daily for

1,000+ users for Novell Groupwise or logon problems for Citrix, Cerner,

and Novell security, to ensure overall employee productivity, and

improved call follow-up with Heat Call Management.

. Problem-solved and performed profile updates, created new user accounts,

and password resets (Novell Netware, Novell Groupwise, Citrix, and Cerner

security environments), increasing production uptime of hospital staff

PCs to maintain patient care.

. HP, Lexmark, and Ricoh multi-function printer support.

. Answered and prioritized incoming technical support calls and emails of

3000+ users, escalated user issues, and followed-up with end users,

closing 40-60 of 80 tickets assigned each day.

. Performed and installed MS security patches on PCs with MS 95-2000 in

less than 15 minutes per end user, verifying Linksys drivers were running

efficiently, after troubleshooting and repairing issues with routers,

hubs, switches, printer servers, wireless network devices (802.11) and

network cards.

. Evaluated and managed an average of 60 calls daily for 10,000+ users in

FileMaker Pro for VPN Support or logon problems via Sonicwall, Zyxel,

Netscreen, and Cisco routers security tunnel sessions, to ensure overall

VPN connections had increased productivity, and improved call follow-up

with little or no end user downtime.

. Problem-solved issues and informed contracted companies of cable internet

services, ISDN connections, and DSL requirements of various broadband

providers (Verizon, ComCast, SBC, Covad, and Time Warner Cable),

providing cost-effective support and improving network end user

productivity.

CERTIFICATIONS

. Microsoft Certified Systems Engineer 2008 (in progress) MCSE

. Novell Suse Linux+ and Network+ Certification (in progress) Linux+,

Network+

. Microsoft Certified Professional Windows 2000 MCP

. A+ Certified Technician: Windows 2000 Core and DOS A+

. Hubbell Premise Wiring Technician

EDUCATION

2013 VMware vSphere 5.0 - In Progress Coastline Community College,

Fountain Valley, CA

2013 Linux + - In Progress Coastline Community College, Fountain Valley,

CA

2013 MCSE 2008-2012 - In Progress Coastline Community College,

Fountain Valley, CA

2004 General Education Golden West College, Huntington Beach, CA

2001 A+, MCP Computer Education Institute, Anaheim, CA

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