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Engineer Customer Service

Worcester, Massachusetts, United States
October 12, 2016

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Ruben Garcia

** ********** ** *** *

Worcester, MA 01603



Fluent in both English and Spanish

Intermediate in Portuguese


Completed A+ Essentials

Pursuing A+ Practical

Quinsigamond Community College, Worcester, MA Currently Attending

Associate in Science, Computer Systems Engineering Technology

Skillset Summary:

15 years’ experience in the field of Information Technology, Video Telephone Conference (VTC), LAN, Global Positioning Systems (GPS), Web development

Excellent knowledge of the circuitry required to support the fore-mentioned fields: CAT 5, power cabling and electric flow, and Voice/Data cables for a wide range of military systems.

Excellent project management skills, including the ability to work effectively in an atmosphere of multiple projects, shifting priorities, and deadline pressure.

Efficient and capable leader who excels in a fast paced environment with expertise in troubleshooting, diagnostics, testing, installation and maintenance.

Currently possess an inactive SECRET Security Clearance.


August 2012-Present – MFS Investment Management/ Atos – GIT Client Serveices/ Project Technician II

Respond to and address high-priority tickets to meet target SLAs and escalate when appropriate to PMO and Client Services Management on-site, providing support to 1300+ MFS employees on-site (1800 worldwide)

Work closely with Deskside Team and PMO on support processes and utilize SCCM, LogMeIn, and Remote Desktop Connection to provide remote assistance to offsite users experiencing technical issues

Migrate XP machines to Windows 7, work with end-users to ensure unblemished transition of all data, software, and customized settings, and follow up with users to verify overall seamlessness of transition

Image desktops and laptops for Deskside Support and Refresh teams (and other IT groups as needed)

Manage manual software installations for users and verify packaged software deployments via SCCM and ManageSoft (legacy)

Coordinate with developers and work-from-home pilot users to transition from desktops for laptops, prepare and ship technical equipment, and provide training on WFH processes and applications including VPN, Avaya One-X Communicator, and Polycom CMA Desktop video conferencing software

Utilize scan guns to maintain asset tracking for technical equipment to ensure accuracy of inventory and assist with after-hours and weekend projects for inventory, floor moves, and trading floor equipment swaps

Coordinate office and desk relocations with end users to facilitate transitions into new office locations and provide post-move technical support

Provide post-upgrade support and serve as the primary support contact for affected floors following weekend software package deployments, such as for IE11, relating to web applications

Deploy Windows 8.1 Surface Pro 3 devices and instruct users on utilization of the devices such as using the docking station and demonstrate differences between Windows 7 and 8.1

Sep. 2009 - Oct. 2011 - Bay State Computers/ Hewlett-Packard - Northeast/North Capitol Region Customer Service Representative / Lead

Performed duties of a Desktop Technician, and as a Lead when installation, troubleshooting and maintenance was required, as well as, data migration to Windows 7.

Ruben Garcia (continued)

Monitored OIC (Order Installation and Confirmation) logs to ensure all deployed seats’ asset information is properly captured for proper billing.

Coordinating with Site Deployment Supervisor prior to deployment start time gathering all pertinent information needed to complete daily seat deployment.

As the experienced technician and lead, all issues deployment technicians encounter that they cannot resolve are brought to my attention for resolution or escalation, as well as responsible for training any new deployment technicians.

Assists in the deployment of seats, working with the team to finish in a timely and efficient manner.

Sep. 2007 - Sep 2008 - Our Lady of Mt. Carmel Catholic Elementary School - Network Engineer

Responsible for redesigning their entire network infrastructure using assets that were already in place.

Ordered additional assets needed to upgrade their infrastructure based on the budget provided by the principle.

Redesigned and published a new web site for the school which improved their professional look on the internet, and improved their ability to be found on various search engines.

Responsible for maintaining and troubleshooting over 40 computers (Win 95/98/2000/XP) and 3 servers (Server 2000/2003)

Dec. 2007 - Aug. 2008 - MILVETS Technology/ Hewlett-Packard - Network infrastructure Engineering Assistant

Part of a team in Production Control Lab (PCL) that had 3 roles including Network Administrator, Network Engineer, and Computer Technician .

The team insures that we meet production needs while maintaining the budget and timelines between Hewlitt Packard and companies such as Coca Cola and the Naval Marine Corp Intranet (NMCI).

Started as a computer Technician troubleshooting/ replacing hardware including motherboards, RAM, CPU, peripherals, etc.

Promoted to Network Engineer Assistant within 3 months to help the team with routing, IP addressing, making and running CAT 5 cabling, and troubleshooting CISCO routers.

July 2001 - July 2005 - US Army: 1st Infantry Division 2nd Brigade - Signal Support Systems Specialist

Responsible for troubleshooting and maintaining both computers running Windows OS and a variety of frequency radios.

Windows OS used here were Win 95, 98, & XP all using manually bundled software including Microsoft Office, Norton Anti-Virus, and all the patches and service packs to keep computers up to date.

Position required tearing down, transporting, and re-establishing the network of over 300 computers per unit (Brigade wide).

Radios used included HF, UHF, VHF, and HF radios. Though their primary use was communication through voice, these radios were also used as modems when necessary.

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