Microsoft Office Manager

Luis Otero 203-***-****

*******@*******.***

Career Profile

Strong Spanish / English bilingual communicator. Career-minded, hands-on technical manager looking for an IT position with an established organization.

Areas of focus include:

CCNA, CompTIA A+ certified professional with 9 years of help desk experience providing software, hardware, client/server and networking technical support.

Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

Consistently praised for communicating effectively with both technical and nontechnical users.

Key metric reporting and analysis for performance and improvement

Manage user credentials for Active Directory, Email, Cisco system and Brivo Security Hardware and Software Procurement

Experience with troubleshooting and supporting RF/IR device systems and Real Time Location Systems (RTLS),

Identifying organizational improvements needed

Inventory & Asset Control and Management (Hardware, Software, Licensing)

Supported and manage mobile devices (Smart phones, Tablets, Dongles, Macs and Android mini PC)

Virtualization as a strategy (Hyper V, Vmware)

Relevant Proficiencies

Software:

VMware

DICOM

Microsoft Windows server 2008,2012

Adobe Suite

Microsoft Office 2010 & 365

Citrix

Inteleviewer

Synapse (Power scribe)

Citrix receiver

Hyper V

Corepoint HL7

Active Directory

Exchange

BMC Track-It!

Sophos

Pacs

Website CM

Symantec Ghost

SharePoint

SQL

Brivo security

Paxton security

Patch panels

Mediformatix

Clonezilla

Norton

Remedy

Hardware:

PC

Laptop

EMC

Telephony Systems

Router

Apple

Tablets

Modem

Samsung

Printers

Cisco

Experience

Eformatics - 12/2011 – Current – Lead IT Healtcare Support Specialist / Project Manager

Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.

Communicated effectively and professionally with users at various levels in the company from operational staff and medical personnel to executive management.

Experience with medical software including: PACS, RIS and Dictation applications

Assisted with training customer and end users on current or future products, best practices and technical procedures for operating enterprise class policy management system

Log calls and resolutions in the incident tracking system and follow up with users to ensure problems were fixed properly and solicit feedback and ideas for the Support Center

Provided user support for Microsoft Office products including Outlook, Excel, Word, Access, PowerPoint and Visio

Responsible for setting up, support and maintenance of in-house computer systems, desktops, laptops, mobile devices and peripherals.

Assisted Infrastructure group with user account, file server administration, Development and maintenance of IT asset management system

Supported remote users and manage remote access technologies such as VPN and RDP

Knowledge of network operating systems and network topologies and protocols.

Comcast Cable (ATSI) 6/2008 –12/2011 – IT Assistant Manager / Help Desk

Helped manage and worked with a multi-tier team 24x7 IT Help Desk

Review tickets and resolution on a daily basis to stay on top of issues and trends

Train end users on company software/procedures/policies

Supported MS Office 365 and Outlook configuration and troubleshooting; software installation and configuration; new user set up, printer and network file share configuration and troubleshooting; peripheral installation, configuration and troubleshooting; and computer/user moves, adds, and changes

Coordinate day to day Help Desk tasks

Procure workstations, laptops, peripherals and telephony devices for entire company

Work on projects as assigned

Implemented Track-It! Help Desk software suite

Mobile devices & Cellular device manager – Mobile device procurement and support configuration

Maintain company website

Strategy included future project planning, systems design and engineering, performance management, security auditing, and capacity planning

Worked with optimization and Axient backups. Maintaining & deploying highly available virtual server environments

Comcast Cable 5/2003 – 6/2008 – IT Support Technician

Supported, monitored, tested and troubleshot hardware and software problems pertaining to PCs, printers and LAN technologies.

Participated in continuous improvement efforts that enhanced performance, reliability or provided increased functionality for our customers.

Communicated with the Enterprise Support Center for problem resolution and troubleshooting.

Provided level 2 support for Microsoft Office and other standard software products.

Consulted with customers regarding non-standard PC and printer applications.

Provided updates and analysis of significant outstanding issues at biweekly staff meeting.

Created and maintained system documentation in the departmental database.

Suggested and implemented ideas that improved the operation of the desktop group.

.

Education

Gateway College, AS Computer Science University of Phoenix, – BA Information Technology

Additional Accreditations and Certifications

CompTIA – CompTIA A+ - Certificate

Cisco Netacad Academy – Cisco CCENT/CCNA ICND1 100-101 – Certificate in CCNA– 2014

American Management Association – Successfully Managing People – Certificate – 2011

American Management Association – Managing today’s IT and Technical Professionals – Certificate – 2013

BMC Numara Software – Numara Certified Professional – BMC Track-It Administrator – Certificate – 2013

References and Salary History available upon request

Contact this candidate