Technical Support Specialist

PEDRO V. BESARES

Pembroke Pines FL * **************@*****.*** ; mobile:305-***-****

SKILLS & ABILITIES

*Microsoft OS suite * MSOffice *Customer Service *Troubleshooting *Technical Support *Active Directory *Project Management *LAN-WAN *VoIP *Networking *Management *Routers *Multitasking *Software Installation *Budgets *Leadership *Security *PC imaging *SecureWorks *VPN *WiFi *A/V

EXPERIENCE

IT Technical Support Specialist Tier2 at TotalBank

September 2014 - Present

• Provides technical assistance to end users and interacts with third party vendor support. • Answer the help desk telephone in a professional and courteous manner. • Verify RSA access thru the Network locally and remotely. Ensure RSA token (soft/hard) are available. Logs all call in the help desk database and completion within organizational SLA's. • Report urgent problems to the IT Department Manager. • Help users with authentication - logon, network usage and general banking applications. • Shows user basic computer functions and procedures such as how to use email, MSO and other PC applications. • Responsible for communicating critical impacted applications to IT staff and end users within the established Service Standard Level agreements. • Educates users on security policy when violations are found on their PC. • Report security policy violations to Information Security Officer. • Works closely with the IT network and Development staff to ensure that all user needs are met in a timely manner. • Upgrades network hardware and software as required. Installs, upgrades, and configures network printing, directory structures, rights, security and software on file servers. • Install, moves and removes computer and computer/server relates equipment. • Responds to all work relates communication in a timely manner. • Actively promotes adherence to TotalBank's End-User computing policies. • Perform duties of help desk and sever support for critical IT management applications. • Multitasking • Monitor SecureWorks portal for Viruses and Malware and analyses reports. • Install and troubleshoot VPN access through Global Protect.

IT Specialist at Caribbenan Cinemas

May 2003 - August 2014 (11 years 4 months)

Monitor computer activities of Main Office and 35 other theaters locations around the island including 8 theaters outside of Puerto Rico. Prepare evidence of illicit use of computers. Create Purchase Order database for the construction department and a 7% - 9% Tax database for Accounting using Lotus. Responsible for the computer room - LAN Administrator. Responsible for maintenance and the security of almost 400 computers including printers, fax, switches, routers and peripherals. NCR POS troubleshooting, repair, installation and maintenance. Prepare and certify Ethernet cables cat 5 and cat 6. Monitoring DSL connections. Purchase equipment for the Information Systems Department. Assist in the development and installation of the anti-piracy project with the MPAA (Motion Picture Association of America). Project manager of the VoIP project. Maintenance troubleshooting and repair of the paging system and voice communication. Troubleshooting of networks and computers. Configure corporate smart phones Assist in the installation of the projectors digital conversion for the movie theaters.

MIS Manager at Somascan

August 2001 - March 2003 (1 year 8 months)

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Responsible of the network and clients in five offices in the metropolitan area. Give maintenance to the Somascan website. Create protocols to control electronics documents Ensure the communication between offices monitoring ISDN’s. Prepare documents for all computer related process (Computer manual a procedures). Responsible of the installation and internal support of the PACS systems. HIPPA oriented. Supervise the creation of new databases for employee’s evaluations, Human Resources and Purchase Orders. Establish method for service calls creating a Help Desk line. Assist to administrative meetings to develop new and better ways for administer all the computers environments and the Corporation. Supervise 4 employees directly and over 20 indirectly.

On-site consultant at Interboro

November 1999 - August 2001 (1 year 10 months)

Responsible for the installation and support for the Human Resources software. Assist in the implementation of the time and attendance software. Assure the satisfaction of the customer, customizing the software for its use. Establish methods for customer to operate the software and hardware without the loss of money and / or time. SQL 6.5 database maintenance. Install SQL 6.5 client. Restore and Backup data using SQL 6.5. Identify

problems with software or hardware and give the effective solution.

Certifications:

Network Fundamentals (Compu Master)

Computer Troubleshooting (Compu Master)

EDUCATION

Technological Electronic Engineering, Associated Degree Aug 1994 – May 1996

Technological Institute of Puerto Rico, San Juan campus

LEADERSHIP

President of the Degree MTB Team* Volunteer of the Diabetes Association.

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