Roberto

Quesada

Cespedes

Information Technology

Contact

Address

Jersey City, NJ 07304

Phone

201-***-****

E-mail

ad1ga3@r.postjobfree.com

Reference: www.linkedin.com

roberto-quesada-cespedes

Skills

Recognized as the top 3

performers in the network for

incident resolution

Recipient of numerous

employee satisfaction

awards

Adaptable in various work

environments, including

high-reliability organizations

with time-sensitive demands

Excellent communication

skills, both verbal and written

Strong Interpersonal and

Leadership Skills

Highly motivated to learn

and develop new skills

Strong Work Ethic, Systematic, Highly Motivated.

Extensive years of technical troubleshooting, end-user service, and network development experience. Proficient in testing/repairing various hardware applications and software configurations. Qualified to repair both Windows and Mac systems. Proven ability to provide creative and effective issue resolution through the application of highly developed problem-solving skills while maintaining high customer service satisfaction. Knowledgeable, professional offering technical and practical guidance on how to prevent future problems and prolong product longevity. I am dedicated to continuing education opportunities for professional growth.

Work History

2020-04 -

Current

Senior Field Support - Lead Analyst Level III

NTT DATA Services, Hackensack University Medical

Center, NJ

Technical Lead of 13 (Level I & II) field support technicians to ensure efficient work productivity and provide technical guidance.

Provide onsite and/or remote technical support to end users.

Troubleshoot PCs, Workstations, Laptops, Tablets, Chromebooks, Chromeboxes, VDIs, Android devices,

iPhones/iPads

Provide OS support: Windows 7 & 10, ChromeOS,

and iOS.

Troubleshoot and assist users with MS Office, and Google Workspace (G Suite).

Knowledgeable of the Healthcare Environment

(HIPAA, EPIC, Disaster recovery, etc.).

Proficient with VPN, Active Directory, Citrix, VMWare, and other network applications/tools.

Provide peripheral support: local/network printers, document scanners, barcode scanners, credit card

devices, signature pads, etc.

New customer implementations, system upgrades,

and technology migrations.

Reimage PCs/laptops (Ivanti), perform backups,

data migrations, and restorations.

Mentor and coach new

hires and colleagues

Troubleshooting PC/ MAC,

CCTV System, POS Basic,

Basic Electronics

Help Desk Remote (Simple

Help, LogMeIn, VNC,

Bomgar, TeamViewer)

Hardware Diagnostic,

Configuration, Build,

Update.

Software installation,

Backup, Data Recovery,

Migrate, and Security.

Operating System Windows

7, 8 10 / Mac

Networks LAN/WAN/Wi-Fi,

Switches, AP.

DHCP, DNS, VPN Services,

Symantec Software &

Barracuda Firewall Manager

Fix Laptops/ Printers/

Scanners/ Peripheral

devices/Cells/Tablet

Server Administrator/ Active

Directory

Service Management

(Service Now, Footprints)

Languages

Bilingual (English/Spanish)

Setup and Configure Chromebooks and G-Mail Suite for workstations and physician offices

Provide new hire training.

Handle VIP and escalation tickets.

When needed, will support other hospital campuses 2018-06 -

2020-01

Senior IT Field Service

Insync Outsourcing Corp, Bergenfield, NJ

Provide onsite and/or remote technical support to end users

Troubleshoot, repair, and build PCs, laptops, and tablets: hardware & software (Windows 7, 8, 10 &

Server)

Clean & remove viruses, adware, spyware, and any other related malware

Troubleshoot, repair, and assist users with MS Office, Outlook, and associated MS products

Work with DHCP, DNS Troubleshooting, VPN, Active Directory, and other Network environments

Troubleshoot, & repair local & network printers

Participate in new customer implementations,

system upgrades, and technology migrations

Reimage computers, servers, backup, perform data migrations and restorations

Work in different environments: Law Firms, Schools, Medical Offices, churches, Special Needs

foundations, Municipal Buildings, and Accounting.

2016-10 -

2018-06

IT Support Specialist

Law Office Kim and Bae. PC, Fort Lee, NJ

Identify and resolve issues with desktops, laptops, printers, copiers, and conference room equipment

Monitor and manage daily system backups to

prevent data loss

Administer and maintain servers, ensuring they are up and running efficiently

Install server updates and patches to address

security and performance issues

Manage and maintain Active Directory (AD) to

control user access and permissions

Assist users with MS Office-related issues, including Word, Excel, PowerPoint, and Outlook

Troubleshoot problems and provide guidance on

using MS products effectively

Ensure that the organization's IT and cybersecurity policies are followed

Implement security measures and educate

employees on best practices to protect against

cyber threats

Set up new computers and phones for new hires,

ensuring they have the necessary software and

access

Replace or upgrade equipment as required for

existing employees

Assist staff with a wide range of IT-related issues, including software problems, hardware

malfunctions, and remote access challenges

Provide guidance and solutions to help users

overcome these challenges

Collaborate with external vendors on IT projects, such as hardware procurement, software licensing,

and infrastructure upgrades.

2000-01 -

2015-01

IT Consultant

Owner Outsourcing, Cuba - Mexico

IT Managed Service Provider (MSP), Design, set up, and maintain network infrastructure

Monitor network performance and troubleshoot

connectivity issues

Ensure network security through firewalls, antivirus software, and other security measures

Configure, maintain, and update servers

Implement data backup and disaster recovery plans

Monitor server performance and resolve issues

promptly

Provide help desk support to end-users

Install and update software applications on user devices

Troubleshoot and resolve hardware and software

issues

Implement cybersecurity measures to protect

against threats

Monitor for security breaches and respond to

incidents

Ensure that security vulnerabilities are addressed promptly

Manage data storage solutions and data backups

Implement data retention and data protection

policies

Procure and manage software licenses and

hardware warranties

Collaborate with clients to develop IT strategies aligned with their business goals

Plan for technology upgrades and expansions

Implement monitoring tools to track system

performance

Keep clients informed about the status of their IT systems and any potential issues

Provide recommendations for improvements and

upgrades

Handle billing and invoicing for your services

Provide 24/7 emergency support and response to

critical IT issues

Stay up-to-date with emerging technologies and

recommend relevant solutions to clients

Build strong relationships with clients and understand their evolving IT needs.

Education

2005-09 -

2008-07

Bachelor of Science: Computer and

Information Sciences

Technical Institute of Havana - Cuba

1997-05 -

1999-05

Associate of Applied Science: Computer

Repair Technician

Technical Institute of Havana - Cuba

1989-05 -

1994-05

Law (Pre-Law)

Havana University - Havana, Cuba

Certifications

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