Desktop Support

SUMMARY

Currently employed by Plan IT under the General Dynamics Department of Defense District Schools Contract. My active role is District System Administrator in Sembach Germany over the Kaiserslautern District. I currently hold the ITIL and Comptia Sec + Certifications which were sponsored and paid by General Dynamics. In addition, I have the Windows 2008 Server Administrator exam and Comptia A + Certifications completed. I currently have a Military ID card with access to Overseas Military facilities to Threatcon Charlie and secret clearance.

PROFFESIONAL EXPERIENCE

Plan IT (General Dynamics Contract) Sembach, Germany 2012-Present

System Administrator in Sembach ARMY Base

Repair server hard drives and switches in the central temperature controlled server room.

Create user accounts for local users and administrator logins in Microsoft Active Directory.

Maintain the accuracy of CAC ID’s for login within a Windows 7 Active Client environment.

Maintains the integrity and security of Windows 7+ desktops and Windows 2003+ servers.

Image client workstations and laptops using Norton Ghost Software and Windows PE utilities.

Migrate computers to Windows 7 64-bit Enterprize without losing user files or personal settings.

Install and name Printers within a domain and configure workstations to them.

Service work on SmartBoards, Optima and many other models of touch screen projectors.

Identify and repair hardware damage on desktops and laptops with large success.

Inspect the main frame, DELL SAN Server, SG Server and CISCO switches on a daily basis.

Maintain a monthly Tape Backup of sensitive student data and properly rotate and store old tapes in accordance with Department Of Defense guidelines and Federal regulations.

With Administrative rights I install software such as Adobe Fireworks, Active Client and many others.

Microsoft System Center Configuration Manager Administrator.

AT&T Internet Services Orlando, FL 2009-2012

Premise Technician Assistant Supervisor

Lead coach for new hire personnel entering the field technician job category.

Always on standby to provide second level and field support to agents.

Maintain Data lines used for VDSL transmission.

Verify quality installations and safety procedures during surprise inspections of technicians.

Installation of commercial business solutions for data networks and repair of connection issue’s.

Configuration of Microsoft outlook on apple and PC devices.

Virus detection and removal for client satisfaction and retention.

Approve charges and waivers based on customer loyalty and service complaints.

In charge of the morning review of expectations, goals, productivity and company official updates.

Verizon Telecom Tampa, FL 2006-2008

Fiber Network Field Technician

Verizon Fiber Optic Communication network (FIOS) installation technician.

Experience supporting core voice (Avaya) and data (Cisco).

Worked with LAN, WAN, and wireless devices including Routers, LAN switches, Content switches and Wireless Access Points.

Convert existing communication lines to a highly advanced fiber optics network.

Planning and installing inside wiring.

Placing, removing or repairing wiring between buildings.

Troubleshoot network issues for high speed fiber optic data services clients.

Continuously meet appointments to promote customer loyalty in a time sensitive atmosphere.

JP Morgan Chase & Co. Tampa, FL 2003-2006

Multi-Currency processing

International funds transferring for the J.P. Morgan Chase office of London.

Verify accuracy and funds for all currency exchange and crediting to Chase customer accounts held in London, England and Frankfurt, Germany.

Funds clearing for different currencies that were due nearly every hour.

Tele-Sales Team lead

Service Saturn, Subaru and Infinity customers only, with more detailed emphasis on customer service and quality.

Assist customers with title corrections to include Power of attorney and vehicle ownership transfer.

Provide specialized lease end options to specific vehicle lease contracts within Chase Auto finance.

Bilingual Lease Maturity Consultant

Selected member to assist and satisfy the Hispanic market portfolio with lease end options.

Provide follow up calls on customers that are unable to communicate with our associates due to having a Spanish language barrier.

Capital One Financial Tampa, FL 2000-2003

Universal Test Que Associate (Level III)

Worked as a lending authority within the bilingual Credit Services and Marketing test group to create new customer files in the company database. Performed credit increase and account evaluations to accommodate the best annual percentage rate.

Member of the Beta testing team for system implementation.

Provided technical support to the Costa Rican Site during system implementation.

Assisted in the development and implementation of marketing programs and scripts for new products. Experience with Universal Acceptance Testing and voice automated scripting.

Emergency funds and Hardship assistance provider and approval management.

On-line customer support for password reset and assistance to customers.

Bilingual Customer service Associate (Level II)

Responded to approximately 130 inbound calls a day in a high paced call center.

Maintained a low average handle time to satisfy company requirements and goals.

Resolved difficult customer issues.

EDUCATION AND CERTIFICATIONS

Tampa Technical Institute, Tampa FL

Electronic And Computer Engineering, Associates of Science 2002

Sigma Technology Partners, Tampa, FL

A+ Comptia Certification 2004

LaSalle Computer Learning, Tampa, FL

Microsoft Certified Systems Engineering Course Completrion 2004

COMPUTER SOFTWARE AND HARDWARE SKILLS

● PC repair ● Lotus Notes ● MS Outlook

● Network set up ● Firewall installation ● Static IP Distribution

● Microsoft Office proficient user

● Network hardware and computer trouble shooting skills

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