Helpdesk and Desktop Support

SAN DIEGO, CA

PHONE 323-***-**** • E-MAIL: ********@*****.***

JESSE RAMOS

EXPERIENCE

Desktop Support Technician

April 2010 – Current

Information Services Department, Document Systems Inc.

Supported 100 users remotely and onsite

Mixed operating system environment; Windows XP, Windows 7, Server 2003/2008 and OSX 10.5-6

Group policy design and management for deploying software, printers and desktop level security policy

Mobile device experience with Embedded Broadband, Verizon/Sprint Data Cards, Blackberry, Android, and Iphone

Used EMC Legator Networker to backup/restore 60 servers in Network operation center

Repair Dell Desktops, laptops, HP and Ricoh Printers, Iphone/Android, Wyse, Teradici Zero Clients

Administration of Windows 2003, 2008 and 2012 R2 servers

Administration of Virtual Desktop Infrastructure using VMware Horizon View

Administration of Building access and Security system using Hirsch Velocitysrv and Biometrics from Identiv

Administration of Surveillance System using Exacqvision Client

Administration of Spiceworks Ticketing and Inventory system

User administration using Active Directory, WSUS client, Group Policy and DNS/DHCP

Network/Desktop Support and Inventory Control

March 2009 – April 2010

Information Services Department, H&N Foods International

Supported over 200 local and remote users in Los Angeles, San Francisco, Washington, New Jersey and Chicago

Mixed operating system environment; Windows XP, Windows 7, Server 2003/2008 and OSX 10.5-6

Supported Windows XP users with installation and configuration of Outlook, OWA, Office 2003/2007, TrendMicro, Teamviewer Desktop/Web Client

Hands-on Hardware troubleshooting and network configuration, installation and connectivity for HP and Canon printers.

Laptop/Desktop repairs and upgrades for Dell Latitude, Toshiba, HP and Macbook.

Telephony experience with Intertel and Mitel system, wiring configurations, database software implementation

Responsible for deployment, configuration and maintenance of Trend Micro Security System including security policies and remote threat detection

Performed administrative tasks via Active Directory, Wintegrate, VPN, Hikvision IVMS, Blackberry Server and Exchange 2003.

Project Creation and Management for Equipment Inventory, Verizon Account, CCTV Surveillance system and Fax-to-Email conversion processes

Half of work hours spent traveling to remote locations for network setup and troubleshooting

Helpdesk/ Desktop Support

September 2007 – March 2009

Information Services Department, Metro-Goldwyn-Mayer (MGM)/United Artists

Executed helpdesk duties for 1200 users within MGM, United Artists, Irish Dreamtime, and Ventanazul.

Used Lotus Notes and Help Star to manage the MGM helpdesk as well as document all requests and knowledge database updates.

Assisted in the preparation for and rollout of new ticketing system, HELP STAR 9.0.

Local and Network configuration, installation, mapping, and troubleshooting of HP and Xerox printers.

Ghosting custom images onto Windows and MAC OSX based computers using Symantec and Disk Utility.

Contracted Positions

Companies include: Boeing, Dell, Cingular, AT&T, San Diego State University, D-Link

August 2003 – September 2007

Provided 3rd tier support to employees using Windows XP, Office 2003 and Outlook.

Use of trouble ticketing software Remedy to track remote and local user issues.

Remote control support using VNC, Dameware, Remote Desktop, Remote Assistance, Pc Anywhere and/or Netmeeting

Removal of Office 2003 Standard/XP/2000/97 version by Registry Editing and VBS scripts.

Reinstallation of MS Office 2003 Professional LIS version.

Use of Active Directory to create and setup user accounts on specific domains.

Remote control support using Dameware, Remote Desktop, and/or Netmeeting.

Imaging desktops and laptops using Symantec Ghostcast Server and USB-bootable mini-Ghost device.

Supported home and business user with a variety of Ethernet based networking hardware and software such as routers, wireless access points, repeaters, signal boosters, firewalls, modems, USB, PCI, PCMCIA networking adapters and D-Link proprietary configuration software.

SKILLS

Comfortable in Windows XP, Windows 7, 8, 10, Windows Server, MAC OSX 10, IOS and Android.

A+ certifiedAs a technician, I provide hardware/software upgrades, enhanced system performance, data recovery, basic troubleshooting, video/audio editing/conversion, image editing, building complete, custom systems and hands-on tutorials.

EDUCATION

San Diego State University (2006)

Bachelors of Science in Electrical Engineering

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