Technical Support Customer Service

JOSEPH ALEXANDER MONTALVO

Houston, TX ***** 862-***-****/973-***-**** **********.**@*****.***

www.linkedin.com/in/joseph-montalvo

Computer Support Professional

EDUCATION, PROFESSIONAL DEVELOPMENT & CERTIFICATIONS

New York Business Institute New York, N.Y. 2011

A+ Certification Course.

N+ Certification Course.

Career Vision - New York, N.Y. 2001

Network Administration and database programming course.

COMPUTER LEARNING CENTER - Paramus, N.J. 1999

1200- Hour course that included hands on training in the following areas: PC support; Servicing, troubleshooting, installation of software and hardware. Upgrading DOS, Windows 95, and Microsoft office 4.3. Network; Novell 4.12 Windows NT.

Naval Technical Training Center, Meridian MS. 1990

Personnelman “A” School

Performing clerical and administration duties involved in maintaining personnel records, preparing

reports and accomplishing accounting procedures.

Counseling enlisted personnel concerning Navy ratings, training, advancement, awards, educational

opportunities, and the rights, benefits and advantages of a Navy career

RELEVANT AWARDS & RECOGNITION

Telx Executive Spot Bonus Award Recipient – Q3 & Q4 for the year of 2015.

Executive recognition program based on the exceptional demonstration of Telx values, customer service, measurable positive financial impact and actions that go above and beyond the job.

PROFESSIONAL EXPERIENCE

The Telx Group - New York, NY August 2011 – December 2015

An Interconnection Company

Desktop Systems Administrator

Proactively provided prompt and efficient technical support for users and executives.

Supported over 400 users across 20 offices nationally.

Installed, Supported, upgraded and repaired computers, laptops, smart- phones and printers. (hardware and software)

Completed service requests and repairs according to dept. guidelines and procedures, giving utmost importance to customer satisfaction.

Served as liaison between customers and other branches of the technical support structure, as well as with outside vendors and providers ensuring a seamless resolution of customer’s problems.

Active Directory user creation and management.

Exchange account creation, archive backup and maintenance.

Created system images for laptops, desktops and mobile devices company- wide.

Company- wide desktop/laptop/software inventory.

After hours (on call) desktop remote and phone support.

Desk side break- fix user support.

Office 2010 /2013 user application support.

Windows 7 configuration/user profile creation.

Canon iR- ADV and HP LaserJet configuration and maintenance.

User documentation and “IT Survival guide” creation.

Yeshiva University - New York, NY November 2007 – December 2010

Desktop Support Technician

Helped IT dept. with a campus wide migration from Windows XP to Windows 7 and Leopard to Snow Leopard.

Imaged 860 campus computers (Dell OptiPlex) with the new Windows 7 Image and Adobe CS5 graphics suite as well as post install configuration and printer/scanner driver installation.

Imaged 800 campus Intel Macs Pros with the new snow leopard image and Adobe CS5 graphics suite, as well as post install configuration and network printer/scanner driver installation.

Managed and supported the university print management system across the Academic Technology computing facilities using Pharos Uniprint

Managed the installation, configuration, and maintenance of printer hardware and computer software.

Managed and supported the upgrade of Microsoft office products for Windows and Mac OSX.

Installed and maintained HP LaserJet/color LaserJet printers (local and networked).

Researched, evaluated, and implemented new technologies in our production environment.

Configured and updated student laptops.

Performed equipment installation and upgrades.

Oversaw the day- to- day technology support of the academic computer operations.

Worked with the technical support team to anticipate future technology changes and made recommendations.

Administered Active Directory (resetting passwords, creating users, deleting accounts).

Performed hardware diagnostics, repair, assembly, upgrades, installations and configurations for Dell OptiPlex desktop workstations, Latitude/Vostro/Inspiron laptops and Intel/PPC Mac pros and IMacs.

Maintained a campus wide users’/hardware database with periodic software audits.

Installed/maintained Konica Minolta/Xerox network Work Centre.

Configured student laptops/handhelds to campus wireless connection.

Reset and configured student printing and network accounts.

The Lighthouse International - New York, NY April 2006 – November 2007

Jr. Network Admin / PC Specialist

Performed hardware diagnostics, repair, assembly, upgrade installation and configurations (this included PC workstations, Servers, communications components and other peripherals).

Installed, performed troubleshooting, upgraded and supported applications, computer systems and networking.

Provided procedural operations such as, but not limited to system backups.

Assisted in supporting the LAN/WAN in troubleshooting, storage and security management, virus and spam control.

Charged with company- wide upgrade of user desktop/operating system roll- out

Implemented upgrades of copiers, printers, scanners, and other peripherals.

Setup File, Print, and application servers and administered rights to appropriate users.

Supported Outlook for Exchange server and Outlook as POP3 email clients.

Almod Diamonds LTD - New York, NY March 2000 – November 2005

Desktop Support / Jr. Network Administrator

Handled company- wide desktop and laptop software and hardware issues.

Handled call volume averaging 40+ calls a day.

Performed password resets, adds, changes and moving of workstations for NT/2000 clients.

Administered Windows, printers, mapping drives and configured user preferences.

Performed company- wide upgrades from Windows 98 to WinXP in the New York corporate offices and remotely to over 150 stores in the Caribbean and Alaska.

Remote desktop for windows was used for troubleshooting directly to the users of workstations.

Handled hardware support calls for IBM laptops with Windows 2000/95 installed

Assisted with on- site and in house PC repair and upgrades.

TECHNICAL SKILLS

Office 2010/2013 Windows 7 / 8.1 /10 Server 2003/2008 r2/2012 Mac OSX 10

MS Outlook 07/10/13, IE10.11, Firefox, chrome.

Mac OSX Imaging

Active Directory maintenance

Remote ghosting via Ghost console.

Office for Mac (200*-****-****)

D.S.L./cable modem/FIOS Modem configuration Routers/switches. Firewalls (black- ice, Zone Alarm, appliance) Seibel, Help star and Track- it Database entry and ticketing systems. HP Desktop maintenance and configuration.

HP Server Maintenance/install and configuration/update

Creating user and group accounts on win serve NT/00/03/08/12.Password resets. Training & Development

Installation of local and network printers.

McAfee/Norton antivirus, PC Anywhere, and ghosting utilities. Troubleshooting TCP/IP Protocol

DNS/WINS and DHCP

Citrix Remote Administration

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