JOHN JAIRO CAICEDO GOMEZ

acwwx3@r.postjobfree.com

(Mob) +61-047******* - 288 Gardeners Rd Rosebery 2018 NSW

IT DESKTOP SUPPORT ENGINEER

As an IT Desktop Support Engineer I delivered 1st and 2nd line support to the Australian Government offices (Hospital, Schools, Police and Emergency Services) around the Northern Territory by 5 years, besides worked in the installation/ repair/maintenance of office equipment such as: Workstations, Smartboards, Projectors, Printers, MFD, Scanners among others and software deployment. My current studies in IT and 15 years of job experience as Printer/Copier Technician, have developed excellent problem-solving and time management skills. These allow me to deliver a prompt and accurate solution to the user enriching my customer service skills and performance.

EDUCATIONAL QUALIFICATIONS

Advance Diploma in Electronics, Colombia 2000

University del Valle

Electronic Equipment Trade Worker TRA Australia 2010

(Trades Recognition Australia)

OTHER COURSES

Bachelor of Information Technology

RMIT (Royal Melbourne Institute Technology) Australia 2015-ongoing

WORK EXPERIENCE

VTG (Vertical Technology Group) August 2014-June 2016

IT Support Officer/Printer Engineer

Provided 1st and 2nd line support to the Australian Government offices such as: Hospital, Schools, Police and Emergency Services in the Northern Territory.

Troubleshoot in person, by telephone or via email in a timely and accurate fashion and provide end-user assistance

Identify the hardware and software needed to provide solutions to problems

Assist with the customisation and adaptation of existing programmes to meet users' requirements

Download and install appropriate software by SOE builds using SCCM

Connect users to networks and provide initial training in facilities and applications

Work with vendor support to resolve technical problems with desktop equipment and software

Replace/ upgrade/ maintain server related hardware (UPS, LAN Switches and Routers)

Diagnose issues related to PC’s, Laptops and Tablet (DELL,HP, COMPAQ, Lenovo)

BIZCOM August 2011-July 2014

Remote Support Officer/Copier Technician

IT Technical support for NT Government offices in remote community areas around Alice Spring.

Troubleshoot (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance where needed

Replace/ upgrade/ maintain server related hardware (Networking, modems, routers, switches and WiFi technology)

Download and install appropriate software by SOE builds using SCCM

Printers and various hardware peripherals (i.e. Blackberry’s, Android devices, iPhones/iPads).

Replace/ upgrade/ maintain/monitoring UPS devices

SKILLS

Strong client focus and genuine desire to assist

Methodical and disciplined approach to problem-solving

Strong administrative and organizational skills

Persistence

Patient and tolerant

Work effectively both as team member and independently

Excellent communication and IT skills

Successfully worked to strict deadlines and unpredictable service delivery environment.

Time management

Willingness to learn

IT

MS Office – word, excel, access and power point

Microsoft Visio

Windows Server 2012 (Configure)

Windows 7,Windows 8, Windows 8.1

Experience in working in a domain environment ( Active Directory, Group Policy)

SCCM software experience

CCNA and CompTIA A+ training

Network knowledge (Putty, C-Prime)

Knowledge of network printing across different hardware platforms.

Data Base Management (SQL)-academic

Web programming (HTML,CSS,PHP) –academic

Coding( Python, Java)-academic

ACHIEVEMENTS

Project 218 – Server Refresh Cisco Switch (April 2015 - ongoing)

Replacement of Routers and cisco Switches in NT Schools and remote schools.

Setup router / switches/ serves devices as per work instructions

Tested internet connection and computer around school.

Logged incidents and report to PE.

Check jumpers and connections.

Disposal devices as per work instructions

Project 233 - NTSchools Cisco Wireless Access Point

(June 2015- March 2016)

Installation/replacement of WAPs in NT Schools and remote schools

Setup wireless controller as per work instructions

Verify fully operation around school.

Logged incidents and report to PE

Check signal strength and located areas that required an additional WAP

Configured WAP as per work instructions

Project 205 - NT Computers refresh (July 2014)

Deploy of desktops, laptops, high end desktops for all users in NT government offices in Alice Springs and communities around (Health, Police and Emergency services, Power Water, Jacana, among others)

Imaging and install user data.

Deploy software and verify fully operation with user.

Logged any incidents with service desk.

EMPLOYMENT REFFERENCE

Martin Thomason +61-043*******

Rommel Paccion +61-046*******

PERSONAL REFFERENCE

Charity Hinchliffe +61-045*******

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