Nelson Aleman

**** ******* **. *****, ** ***** ᐧ ad1jz0@r.postjobfree.com 813-***-****

INFORMATION TECHNOLOGY SPECIALIST

Assertive, energetic, and proactive Information Technology Specialist with a passion for implementing new technologies, solving technical problems, and providing solutions. Strong analytical thinking and troubleshooting skills with a focus on customer satisfaction and timely delivery.

RELEVANT EXPERIENCE

Sr. Operation Analyst 2015 – Present

AgileThought, Tampa, FL

•Mitel IP Phone administration and management

•Responsible for up-time and assistance with maintenance, upgrades, and functionality of company routers, switches, security, and badge systems.

•Engaged with configuration and support of the network, software configuration, and hardware support for in-house clients.

•Contract and relationship liaison for company vendors (Mitel, CenturyLink, Blackbox, Microsoft, and MoreDirect)

•Responsible for monitoring and supporting the company’s pre-configured alerts in Check_MK

•Management of company assets in CMDB

•Support company external clients (St. Jude, Brierley, Cigna, and NRI) with Connectivity and software issues.

•L1/L2/L3 support for company end-users to include: Office 365 administration – Okta administration – Mimecast administration – Jira administration - Software Laptop/PC connectivity issues – Basic Laptop/PC hardware issues – Password Resets/Unlocks – Industry-standard application support – Printer/Scanner installation/support – Network

Connectivity Issues – Remote Control Assistance -Monitoring Services - Windows

Desktop support – Microsoft Office Installation/Configuration and Support – Installation Assistance – Hardware/Software Updates – Internet Troubleshooting – Mobile device support/assistance – Active Directory adds/removes/changes - VPN troubleshooting – Software patching – Vulnerability monitoring/support

Support Specialist III 2011 – 2015

Nielsen Media, Tampa, FL

•Responsible for supporting End User Computing Issues. Provide accurate and timely support services for local and remote end-users on company hardware/software-related issues.

•Install and troubleshoot hardware, software, and network problems.

•Assist in generalizing business problems, evaluating and recommending vendor packages, and implementing required software.

•Assist in the evaluation of end-user computer hardware/software.

•Consults with management and staff regarding end-user equipment problems or malfunctions and recommend solutions.

•Logged incoming requests in the IT ticketing system and routed them to the proper departments. Answered user inquiries regarding computer software or hardware operation to resolve problems.

•White Glove technician for all Nielsen Media VPs

Support Specialist III 2000 - 2010

Konica Minolta Business Solutions, Saint Petersburg, FL

•Lead coordination efforts to deploy IBM, and Dell Computers to a company of 5000 plus.

•Maintained and monitored Servers with company images and virus protection.

•Lead high-profile projects to successful implementation and user adoption.

•Supported LAN/WAN and VPN issues Via Telephone.

•Acted as a liaison between the business and users to bring a universal understanding to the details, expectations, and commitments.

•Successfully directed deployment of 2 company hardware refreshes for Win200 threat and Oracle implementation.

•Managed highly responsive domestic deployment of 1,200 laptop systems enabling rapid productivity and increased stability.

•Established the organization’s hardware and software standards, creating supportable environments and reducing the total cost of ownership.

•Conducted training for users on PC hardware, software, peripherals, and mobile devices.

•Contributed to publishing assigned sections of the Corporate Intranet IT page.

•Ensured adherence to the company and IT Department standards, procedures, and guidelines

PROFESSIONAL CERTIFICATIONS

Cisco Certified Network Administrator (CCNA)

LaSalle Computer Learning Center, Tampa, FL 2010

Microsoft Certified System Engineer

St. Petersburg College, St. Petersburg, FL 2000

•Includes MS Win2K Professional, MS Win2K Server & MS Win2K3 Server

Computer Electronic Network Technology Certificate

Florida Career Institute, Lakeland, FL 1997

•Includes certification in CompTIA A+

Reference

Director - Ron Bedlack 727-***-****

Manager - Tara Bryon 404-***-****

Director - Stephen Kaup 303-***-****

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