Customer Service Active Directory

Joel Lazala

*** ***** *** **** *** Haverhill, Massachusetts 01830

Mobile: 978-***-**** E-Mail: *********@*******.***

Professional Profile

A passionate and self-motivated IT Support Technician, with experience in

installing, configuring, troubleshooting and maintaining various software

programs, including SAP, Windows XP, Windows 7 and Windows 8. Fluent in

English and Spanish, combines a professional approach with excellent

interpersonal skills and can communicate concisely at all levels.

Objective

Currently looking for a new and challenging position, one which will make

best use of existing skills and experience while enabling further personal

and professional development.

Key Skills

Software Installation Software Configuration Troubleshooting

SAP Windows XP Windows 7

Customer Service IT Support Windows 8

Problem Solving Database Network Management

Career Summary

January 2014 - Present IT Support Specialist TriWire

Engineering Solutions Inc.

. Systems Administrator installs, configures, and supports all network

devices, servers, and computer systems.

. Troubleshoot network (TCP/IP) client configuration and connectivity

issues primarily for email, printer access, password resets, media VPN,

and WIFI. Re-image new and existing hardware pre-deployment, setup user

profiles and assist with data migration as needed.

. Implements and monitors security measures to regulate access to files,

databases, and other resources.

. Administers Domain accounts, email and database systems.

. Insures adequate backup processes are in place and operational for

critical systems. Remoteaccess support through VPN, Remote desktop and

VNC

. Provide Support and troubleshoot networked and local systems end users.

. Insures adequate backup processes are in place and operational for

critical systems

. Diagnoses and resolve end user computer issues. Ensure data security and

integrity. Secures network infrastructure and Active Directory.

. Assist computer users with basic hardware and software assistance and

instruction.

. Ensures training assists users to develop their skills, to become more

independent and self sufficient, with the technology needed to support

them in their roles.

. Manages the utilization of technologies, ensuring that the users take

advantage of the available tools and resources. Maintains software,

hardware, and license inventory for the company.

. Perform periodic PC audits and maintains acquired software licenses.

Reports software licensing deficiencies to management for resolution.

Maintains email systems and other messaging systems.

. Exposure to Novell Netware and LINUX. Resolve application issues with

Microsoft Office 2007, 2010, Lotus Notes, Microsoft Outlook, among others

. Experience with Windows XP, 7, Windows 8, Server 2000 - 2012

. Networking Appliances: Sonicwall, HP.

2001 - 2014 Sr. Data Coordinator

Charles River Laboratories

. Troubleshoot software and hardware installation, provided to all users

with new computers desktop or laptop installation, upgrades and hardware

support

. Performed virus, malware and spam removals and helped with data backup

and data migration on non-copyrighted materials

. Resolved application issues with Microsoft Office, Lotus Notes, Microsoft

Outlook, among others

. Experienced supported: Blackberry, iPhone, Android, and others mobile

communications tools

. Answered questions, troubleshoot, reported and tracked TPMS systems

problems; accessed, printed and emailed health reports to customers

. Performed PC setup and installation, various peripherals and file

updating and in system-operations; trained staff members and provided

excellent customer service

Achievements

. Prepared and reviewed data sets for application of standard statistical

routines using a validated SAS program and MAP APP applications

. Quickly diagnosed network problems with understanding of TCP/IP, DNS, and

Active Directory

. Initiated study protocols from the appropriate scientific based template

to reflect sponsor's scientific objectives

. Accessed secured level of automated data collection system to amend

approved corrections to reflect data accurately

. Worked with senior staff to create new tabular or graphic standards to

accommodate new study design or data presentation requests

. Education and Qualifications

Bachelor's Southern New Hampshire University, Salem, NH (2009)

Degree Business Studies with a concentration in Information

Technology

Associate Degree ITT-Technical Institute of Technology's, Woburn, MA (2004)

Applied Science in Computer Networked Systems

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