Technology Analyst Supervisor

Osvaldo Toro

Summary:

Experienced technology professional with a proven record of excellent customer service and problem resolution. Highly motivated, detail-oriented and an analytical thinker skilled in effectively researching and resolving end user support problems. Work Experience: Hudson Valley Bank, Yonkers, NY

Technology Analyst Supervisor (July 2009 – Present)

Oversee and direct Helpdesk Analysts staff; manage workflow and project timelines; ensure all Helpdesk tickets are assigned and completed.

Train new help desk staff and continue to mentor as technology changes.

Develop training material as needed for end users to address common issues or changes in system.

Configure, repair, deploy equipment and manage asset database to track inventory.

Setup A/V equipment in conference rooms for training and executive meetings.

Manage, configure, and support mobile devices using mobile device management software such as Blackberry Exchange Server and Fiberlink MAAS360.

Assign RSA SecurID tokens for remote access.

Manage, configure and support Cisco and Meraki routers to provide WiFi connection to corporate mobile devices and computers.

Manage vendor relationship and oversee Verizon corporate account with over 100 active lines. Technology Support Analyst (July 2004 – July 2009)

Provided technical support to end users by identifying, researching, and resolving technology related problems in a timely manner.

Documented and tracked problems to ensure a timely resolution by maintaining a complete and detailed call log.

Supported equipment rollout and assisted in installation of hardware and software. C3i Inc, New York, NY

Hardware Technician (May 2002 – June 2004)

Built client laptops upon arrival for repair.

Travelled to client sites to support hardware rollouts.

Responsible for quality review on equipment before shipping. Help Desk Analyst (February 2001 – May 2002)

Troubleshoot software and hardware issues over the phone with customers.

Created documentation log of all steps necessary to achieve resolutions to problems.

Completed special projects as necessary, assisted Level 2 technicians, “HOT” issues, and trained new technicians.

Participated in trips for on-site troubleshooting and client training for Wyeth. Bronx Multi Medical Care, Bronx, NY

Desktop Support / Assistant (February 1997 – February 2001)

Maintained and upgraded client/server network.

Performed installation of hardware and software.

Assisted in data entry process of patient information and tests.

Translated for doctors and patients.

PHONE 646-***-****

E-MAIL *******@*****.***

1319 ROSEDALE AVE.

BRONX, NY 10472

Paper Chemistry Lab, Larchmont, NY

Computer Consultant (December 1999 – April 2000)

Maintained personal computers.

Organized reports and presentations.

Skills:

Platforms:

Windows XP - Windows 8

Windows 2008

Software:

Office 2003-2013 Active Directory Microsoft Exchange HP Device Manager Citrix XenApp HelpStar

TrendMicro E-Z Remote Fiberlink MAAS360

Evault IronPort WebRoot

AdobeCS

Barracuda

Blackberry Exchange Server RSA SecurID

Hardware:

Windows PCs and laptops HP thin clients HP printers Wireless routers Mobile devices A/V equipment

Certifications: CompTIA A+

CompTIA Network+

CompTIA Security+

ITIL Foundation in IT Service Management

Education: Iona College, New Rochelle, NY

Bachelor of Arts, Computer Science, May 2000

Languages:

Fluent in English and Spanish.

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