Technical Support Computer

Rafael Carmelo

*** ********* ***** ● Fayetteville, North Carolina 28303 ● 910-***-**** ● **********@*******.***

IT/EU SUPPORT TECHNICIAN

SUMMARY OF QUALIFICATIONS

Possess over 20 years of IT experience in Desktop Support, Helpdesk, Technical Support, and System Support environments. I am self-motivated and detailed oriented with excellent oral, written and interpersonal skills that thrive on perfection with complete customer satisfaction a priority. Highly motivated team player with great interpersonal skills to fit into any environment.

Supervised PC rollout for the UFT (United Federation of Teachers) rank and file, assisted in the migration from a Honeywell mainframe terminal to a Windows NT server based system. Assisted end users migrate from computer terminals to Windows based PC systems.

Designed and implemented two wireless network systems for teachers and students, installed, configured classroom smart boards. Instructed middle school students in basic computer skills, project consisted of building classroom network/workstations, troubleshooting and software installation, setup and problem solving.

Supervised the imaging and reimaging of laptops/desktops during migration project. Transferring and migrating end users’ data and profiles. Mapped network drives and printers as per end users’ permission group.

CORE COMPETENCIES

BREAK/FIX: Expert knowledge base in various computer platforms. Build/Rebuild systems. Troubleshooting hardware/software related problems. Diagnose network/Internet connections. Installation, configuration and upgrades of computer hardware and software. PC configuration, Printer/scanner/run computer cables, PC troubleshooting and repair. End-user computer systems. Install, maintain, troubleshoot, and repair computer systems, hardware, and peripherals.

NETWORK: Proficient in LAN/WAN connections for computer systems, printers, scanners, etc. Troubleshooting connection issues. Installation and setup of networks both residential and commercial. Knowledge of wireless routers and access points. Familiar with TCP/IP protocols. Mapping of EU’s network drives and work groups. Mapping and configuring network printers.

OPERATING SYSTEMS: Functional knowledge of Windows operating systems.

SOFTWARE APPLICATIONS: Accomplished knowledge of Microsoft Office products. Various anti-virus programs, security applications. Site-specific applications/programs. Several remote access applications including, Remedy AR System, Heat, Dameware, Backup and restore applications. Imaging software.

PROFESSIONAL EXPERIENCE

Technical Support Specialist

December 2013 - November 2016

DUPONT/CHEMOURS (DECISIONONE)

Fayetteville, NC

• Received and configured systems for new end users, generating email, profile, network drives, printers, etc.

• Maintained, diagnosed and resolved issues related to computing environments including hardware, systems,

software, applications software, SCCM, all setups and configurations.

• Performed routine maintenance procedures, and maintained control records.

• Configured, tested computer hardware/software to ensure proper working environment for end users

• Recommended changes to improve systems and network configurations, and determined hardware or software

requirements related to such changes.

• Conferred with network users about how to solve existing system problems.

• Trained people in computer system use.

• Maintained logs related to network functions, as well as maintenance and repair records.

• Maintained an inventory of parts for emergency repairs.

• Coordinated with vendors and with company personnel to facilitate purchases.

• Configured, monitored, and maintained email applications or virus protection software.

• Maintained SLA levels below agreed upon levels, reducing downtime for end users by about 85%.

Technical Support Analyst

January 2012 - March 2013

SIMMONS ARMY AIRFIELD (L-3 COMMUNICATIONS)

Fort Bragg (Fayetteville)

• Installation of monthly government purchasing catalog (Fed Log).

• Functional and technical support of ULLS-A (E) database system on end user computers.

• Responsible for maintaining inventory of equipment current.

• Created and maintained system images for various end user departments.

• Installation and support of ULLS-A (E) related software and hardware.

• Assisted in validation of aircraft historical records and logbooks implemented into ULLS-A (E) for accuracy.

• Researched new technologies by attending seminars, reading trade articles, or taking classes, and implemented or

recommended the implementation of new technologies.

Helpdesk Specialist (Temp)

August 2011 - October 2011

THE PANTRY (KANGAROO HQ – ITS TALENT)

Sanford, NC

• Provided first level support for Kangaroo employees by diagnosing and resolving incidents.

• Generated and escalated 2nd, 3rd level trouble tickets.

Support Specialist (Temp)

February 2011 - April 2011

CITY OF FAYETTEVILLE (CITY HALL – RED ZONE)

Fayetteville

• Reduced high volume of end user trouble tickets.

• Repaired damaged and defective computer hardware.

Technical Support Specialist

August 2006 - December 2009

CARDINAL CLINIC

Fayetteville

• Coordinated deployment of Dell desktops and Gateway laptops.

• Maintained computer equipment onsite and remote sites.

• Monitored system end users and workgroups to ensure HIPPA compliance.

• Created end user email and profile accounts.

• Evaluated software applications for compatibility with existing system.

IT Technician

August 2003 - August 2006

SPRING LAKE MIDDLE SCHOOL

Spring Lake, NC

• Onsite technician for Federal Impact Grant 3 year program.

• Supervised desktop/laptop deployment for classroom and teachers.

• Created/implemented teacher/classroom wireless networks by installing, setting up 2 wireless networks running at 11/54BPS.

• Mapped and configured network printers, scanners, bar code readers and other networked devices.

• Setup and maintained classroom/library computer pods and printers. Monitored for proper student usage of equipment.

• Instructed selected students in basic computer skills, hardware/software implementation, and remote/internet connection.

• Maintained, inventoried computer equipment during end and commencement of school year.

EDUCATION AND TRAINING

Associate of Science - Industrial Electronics

August 1994

TECHNICAL CAREER INSTITUTE

New York, NY

Certificate - Security Plus

January 2013

COMPTIA

Fayetteville

Certificate - Network Plus

October 2013

COMPTIA

Fayetteville

Certificate - Certificate of Achievement (Error Code Standardization)

November 2015

DELL

Fayetteville

Certificate - DCSE 1000 Client Q3, Q4 ASSESSMENT (Cert ID: 3203, CERT ID: 3209)

August 2015

DELL

Fayetteville

Certificate - DCSE 1000 Client Foundations (Cert ID: 3194)

June 2015

DELL

Fayetteville

Certificate - Functional Security + 004-13

January 2013

FORT BRAGG, NC

Fayetteville

HONORS & AWARDS

Dean's List, 1993, 1994

President's List, 1994

Commitment to Quality, 2002

Service Award, 2002

Certificate of Mastery, 2008

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