Support Service

Manuel Lopez

***** **** **** ** ******, CO *****

Cell Phone: 720-***-****

E-mail Address: ************@*****.***

Strong experience testing printer software 8+ Years

Experience performing maintenance on pre-press and digital printers

Strong understanding of customer solution requirements

Experience providing solutions and support in small to large print environments

Expert in Windows Operating System environment

Testing applications for internal/external needs.

SUMMARY:

• Over 9 years’ experience in resolving end user issues within an enterprise environment.

• Proven ability to resolve issues within the service level of agreement on equipment

installs/repairs, application installs/repairs.

• Complete understanding on remote repair/installation of applications, Windows operating

systems.

• Proven ability to lead and motivate high performance teams for desktop/laptop/mobile solution

installs within a corporate environment.

• History of building software systems with improved functionality and productivity, consistently

meeting service level of agreement requirements.

• Successfully moved Desktop’s/Laptop’s to newly remodeled locations with no data loss.

• Coordinated with Xerox/HP Engineers with installation/replacement/troubleshooting of Xerox/HP

owned copiers/printers/fax equipment.

• Expert level knowledge with desktop operations (i.e. 1) software 2) VPN 3) break/fix (AD) 4)

App support, perspectives).

• SQL support. Server install (configuration)/query ability (stability) to support business needs.

• Linux support/configuration (multiple OS). Installation/application for printer/application support.

EDUCATION

A.A.S., Computer Networking - College America

TECHNICAL SKILLS

• Windows XP Home/Professional, Windows 2000 Professional, Windows 2000/2008 Server,

Windows NT 4.0, Windows 95/98se, Windows Vista/7/8.1, Linux Red Hat/Ubuntu/Debian.

• Microsoft Office suite 2003/2007/2010/2013, Oracle/SQL, Visual Studio, Remedy, Epic, Business

Objects, Dream Weaver suite, Adobe suite, PeopleSoft, SAS Business Analytics, PACS, Lotus

Notes, Citrix, VMWare, XenDesktop, Tivoli, DameWare, Photoshop, AutoDesk, Cisco VPN

client, Maccess, Outlook 03/10/13, Nagios

PROFESSIONAL EXPERIENCE

Advantage Resourcing HP 2014 to Present

Printer Technician/Support

• Install, troubleshoot, and test various commercial and digital printers for various clients.

• Troubleshoot printer and fax connection to networks.

• Test printer software as needed.

• Perform routine maintenance on pre-press printers.

Various temp positions with Karcher, Direct TV, Teletech, 3Tsystems 2012 to 2014

Technician/Systems Support/Software Tester

• Support multiple companies VDI/Citrix environments.

• Support multiple server threw VMware remote console.

• Created user accounts threw active directory as well as Citrix.

• Day to day maintenance for servers via Nagios application.

• Managed email properties within barracuda.

• Published applications upon request in Citrix.

• Mapped shared drives as well as printers in both local hosts and Citrix environments.

• Create VDI images. Create SCCM packages for multiple companies located in US and overseas.

• Test VDI images for proper functionality.

• Insure that desktop/laptop equipment will function properly with Windows 7.

• Insure that desktop/laptop meet Windows 7 hardware requirements.

• Worked within a virtual desktop environment to test VDI builds.

• Remote troubleshooting and testing of hardware/software.

• Assisted in Windows XP to 7 migration.

• Extensive troubleshooting. (all virtual)

• Installed via ghost image/pxe boot.

• Insured laptop was setup for correct domain. Setup bios correctly for asset tag information.

• Configured/migrated user’s information from old asset to new asset.

• Configured/migrated Outlook profile.

• Install Microsoft office 2007 and requested applications.

• Completed tickets using remedy ticketing system. Answered questions via email.

• Insured that remote access was functional for traveling users.

• Insured that remote client was installed and functional for refreshed users that work from home

and out of state.

Kaiser Permanente 2005 to 2011

Information Technology Field Services

• Support/Install PACS machines for needed medical departments.

• Configured mobile/phone devices, printer devices, and audio/visual devices.

• Full understanding of configuring and installing lotus notes for client’s needs.

• Support and maintain user account information including rights, security and systems groups.

• Windows deployment experience including reimaging, data backups and restores.

• Diagnosed and repaired computer, printer, and network hardware and software issues both hands-

on and remotely.

• Complete understanding of Windows active directory.

• Document, maintain, upgrade or replace hardware and software.

• Handled inbound calls as needed.

• Replace/upgraded server equipment.

• Supported multiple configurations of desktop/laptop setup.

• Complete understanding of HIPAA Privacy Rule.

• Configured laptops for remote access utilizing cisco vpn client.

• Supported/configured multiple configurations of VMWare.

• Maintain, analyze, troubleshoot, and repair computer systems, hardware and computer

peripherals.

• Determine and recommend which products or services best fit the business partner’s needs.

• Contact and work with business partners to resolve issues without missing the service level of

agreement.

TAC Worldwide 2004 to 2005

PC Technician

• Worked in a hospital and/or office environment giving desktop support for applications and

hardware.

• Having to troubleshoot printer problems in an OS/2 platform. Assisted with a complete CITRIX

network upgrade.

• Assisted with a complete network upgrade of both server and workstations.

• Put in charge of receiving and sending PC to correct facilities.

• Record and assign assets for PCs. Repair or troubleshoot computers locally or over the LAN.

• Replace hardware in the PC. Troubleshoot applications. Set local printers to correct departments

and/or person.

• Assisted with user name and/or password reset.

• Ensured that there was no username and/or computer name conflicts within a networked

environment.

• Tested applications to insure proper installation.

• Install cell phone software and activate services.

• Troubleshoot the Blackberry to insure proper installation of the software.

• Assisted in installing fiberlink services for mobile devices.

• Installed Windows Office 2003 on PCs in an office and/or hospital environment remotely or

locally.

• Utilize the Remedy service to receive daily work assignments.

• Assisted with reinstallation of applications that was not completed.

• Controlled inventory placement.

• Handled shipping and receiving assets for multiple locations.

Contact this candidate