Gilbert Ramos Jr.

*** ******** *****

Alhambra CA 91803

323-***-****

ad1lxk@r.postjobfree.com

Objective

To obtain a team lead/supervisor/desktop support position with a progressive growth- oriented organization, where I can utilize my technical, computer skills, knowledge, and hands-on experiences.

Professional

Summary

• 20 years of experience with Desktop support and a PC technician with experience in configuring, troubleshooting, installing, and maintaining of desktops and various hardware, performing data migrations and re-imaging pc’s and configuring laptops.

• Over 6 years of experience as a Lead Technician.

• Over 13 years of experience in Helpdesk environment

• Over 14 years of experience as the primary technician for executive support.

• 8 years of experience in Project Management and Vendor relations.

• 19 years of experience in training technicians and business partners.

• Over 13 years of experience in the Healthcare industry.

• Strong experience supporting Microsoft Windows 98, 2000 Pro, XP, Vista, Windows 7, Windows 8, Windows 10, Windows 11. Server 2000/2003/2008 and MS Office 2000/2003/2007/2010/2013/2016/2019 and Office 365. Installing Norton Anti-virus, McAfee, Kaspersky, SQL Server, Lotus Notes, Altiris and other various software as needed.

• Over 10 Years of experience supporting Mac OS 10, Leopard, Leopard Snow, Yosemite, Maverick, El Capitan, Sierra,

• Experience with HP, Xerox, Brothers, Epson, Lanier, Cannon, Ricoh and OCE printers. Installing scanners local and network printers.

• Networking experience includes installing VPN, Citrix, Belkin, Cisco routers, switches, hubs, cat 5 cabling, ESL, access points and racks for IDF/MDF server closets.

• The lead tech on many assignments and delivering great customer service. Experience

August 2010 to Karl Storz Endoskopy, El Segundo, CA May 2023 CUSTOMER SUPPORT SPECIALIST- LEVEL II

• Helpdesk/Desktop Support Technician up to 5000 associates in the corporate environment and field services.

• (SAE) Service Area Expert for BCP/ Disaster Recovery

• Attending Disaster Recovery training, workshops and conducting MOC disaster training.

• (SAE) Service Area Expert for Knowledge Management. Continuous updating of knowledge base.

• (SAE) Service Area Expert for Printer Management. Inventory and asset management of all printers in all Karl Storz locations.

• Project management and vendor relations

• Training technicians and Business Partners on many issues of support. Creating documentation for various training materials

• Following ITIL procedures and practices. Completed some ITIL training courses.

• HDI Support Center Analyst Certified

Gilbert Ramos Jr.

920 Westmont Drive

Alhambra CA 91803

323-***-****

ad1lxk@r.postjobfree.com

• Travel for 25% of duties.

• Phone support up to 30% of support duties, call center.

• Providing Executive Support (EVIP) in headquarters and offsite meetings.

• Troubleshooting, performing some break/fix on all hardware, re-imaging pc and laptops.

• Completed Windows 7 migration for all locations with team. Current Windows 10 migration.

• Conducting adds moves and changes. Installing and programming VoIP/Avaya phones,

• First responder to all conference rooms and AV equipment with issues.

• Installing various software utilizing servers and remote software.

• Using Remedy as a ticketing system and assigning tickets in the queue to Helpdesk/Desktop team.

• Experience in Remedy, Service Now and Track-it ticketing systems

• MFA Administration

• Utilizing and supporting Windows XP Pro, Windows 7, Windows 8, Windows10/11, Server 2003/2008, Mac OS 10, Leopard, Leopard Snow, Yosemite, Maverick, El Capitan, Sierra.

• Experience in MS Office Suite 2003/2007/2010/2013/2016/2019 and Office 365. including PST import and export.

• Installing, using Cisco VPN and Citrix. Remote and working from home.

• Activating and configuring iPhones and iPads with company email address. Working with Cellular mobile carriers.

• Active Directory, unlocking and resetting passwords, assigning group policies.

• Data and user profile back-up. .

• Great time management and prioritizations skills.

• Other assigned duties and projects as required. Delivering great customer service. On call 24 hours.

May 2007 to Maguire Properties, LLC, Los Angeles, CA June 2010 HELPDESK/DESKTOP LEVEL ll

• Lead Technician for Helpdesk/Desktop Support Team

• Helpdesk/Desktop Support Technician up to 600 associates in the corporate environment and supporting companies.

• Phone support up to 40% of technician duties.

• Active Directory, creating and deleting user accounts. Password resets.

• Providing Executive Support (EVIP) in headquarters and offsite meetings. Trouble shooting, performing break/fix on all hardware, re-imaging pc and laptops.

• Project Management, attending lead meetings and vendor relations.

• Administrator for EFAX(Xmedsuis) server

• Administrator for Print server. Implemented printer management for the company at all locations.

• Administrator for Bes server, black berries, and support

• IFD/MDF wire patching and management.

• Training technicians on many issues of support. Great time management and prioritizations skills.

Gilbert Ramos Jr.

920 Westmont Drive

Alhambra CA 91803

323-***-****

ad1lxk@r.postjobfree.com

• Conducting adds moves and changes. Installing and programming VoIP/Cisco phones (Call Manager), AV equipment, local/network HP, Ricoh, and Xerox printers.

• Installing various software utilizing servers and remote software.

• Using Track-it as a ticketing system and assigning tickets in the queue to Helpdesk team. Utilizing and supporting Windows XP Pro, Vista, Windows 7, Server 2003/2008, Mac OS 10, Leopard, MS Office Suite 2003/2007 and VM Ware ESX. Configuring Outlook 2003/2007, including PST import and export.

• Installing and using VPN and Citrix

• Data and user profile back-up. AS400

• VBS Scripts modifications

• Creating documentation for various training materials, using Power Point and Visio. Other assigned duties and projects as required. Delivering great customer service. On call 24 hours.

Sept. 2006 to Valeant Pharmaceuticals Int’l / Tek Systems, Aliso Viejo, CA April 2007 DESKTOP SUPPORT SERVICES/PROJECTS LEAD

• Desktop Support Technician up to 600 associates in the corporate environment.

• Lead Technician

• Phone supports up to 25% of desktop duties. Implemented and provided Executive Support (EVIP) in headquarters and offsite meetings.

• Project Management and vendor relations

• Trouble shooting, performing break/fix on all hardware, re-imaging pc and laptops. Conducting adds moves and changes.

• Configuring IBM, Toshiba, and Dell laptops.

• Installing vOIP/Cisco phones, AV equipment, local/network HP, OKI and Xerox printers.

• Installing various software utilizing servers and SMS as a resource.

• Using Peregrin as a ticketing system. Supporting Windows 2000, XP, Server 2000/2003, MS Office Suite 2000/2003, Lotus Notes 6.5 and Outlook 2003.

• Installing and using VPN and Active Directory.

• Jr. Administrator for Bes server, blackberries, and support. Lead for project (Pc Vaulting) data back-up and recovery. .

• Attending lead meetings and vendor relations.

• Training technicians on many issues of support.

• Great time management and prioritizations skills. Creating documentation for various training materials.

• Other assigned duties and projects as required. Delivering great customer service. On call 24 hours.

Jan. 2005 to Argent Mortgage, Irvine/Orange, CA

July 2006 DESKTOP ENGINEER/TEAM LEAD TECHNICIAN

• Primary technician for executive support.

• Lead for all relocation/deployment projects, new rollouts, and upgrades.

• Project Management/Supervising, training, and scheduling a team of 40 technicians from various vendors to perform relocation, deployment, and software upgrades.

Gilbert Ramos Jr.

920 Westmont Drive

Alhambra CA 91803

323-***-****

ad1lxk@r.postjobfree.com

• Break/Fix Lead created and implemented all policies and procedures.

• Trained technicians on all Break/Fix procedures.

• Conducting and maintaining good relations with various vendors.

• Also, a Desktop Support Technician with up to 2,600 associates in the corporate and production environment. Phone supports up to 25% of desktop duties.

• Performing repairs on all hardware, re-imaging PC’s, configuring laptops, blackberries, and local/network printers.

• Installing various software utilizing servers and Altiris as a resource. Using Peregrin as a ticketing system and using Crystal Reports.

• Supporting Windows 2000, XP, Server 2000/2003, MS Office Suite 2000/2003, Empower, Lotus Notes, Right Fax and Citrix

• Installing and using Active Directory.

• Attended sales events nationwide supporting Blackberry and laptop clinics.

• Performed Lotus Notes upgrade to 6.5, pc and printer rollouts using specialized creator tool software.

• Worked closely with Helpdesk to resolve issues and provided some training tools to help resolve some issues.

• Great time management and prioritizations skills.

• Creating documentation for various training materials, using Visio, Power Point and Access. Leading meetings and presentations. Other assigned duties and projects as required.

• Supervising, training, and scheduling a team of 40 technicians from various vendors to perform relocation, deployment, and software upgrades.

• Attended leadership training, meetings and delivering great customer service. On call 24 hours.

Nov. 2003 to Ameriquest Mortgage/ Tek Systems Newport Beach, CA Jan. 2005 IS/IT SUPPORT LEAD TECHNICIAN

• Contracted to various companies performing MS Windows 98, 2000, XP Pro, XP Home upgrades migrations and installation.

• Senior Lead Tech/Project Management for pc and printer roll outs and relocations projects.

• Senior Lead Tech Desktop Support for Ameriquest/Argent Mortgage. Smith Barney-lead tech, Ross Department Stores, Rehab Care Partners, American Diabetes Association, Innova Global Technologies, and The Allegis Group.

• Troubleshooting, installing, and providing desktop support to end-users on all hardware/software issues.

• Installing ESL, access points, IDF and MDF Server closets, wire management and cable installation.

• Performed data migration, Ghost, and re-imaging workstations.

• Installing local/network printers and scanners. Remote Access, VPN and Active Directory. Keeping good vendor relations practices.

• Phone supports up to 25% of desktop duties.

• Great time management and prioritizations skills.

• Supervising, training, and scheduling a team of 45 technicians from various vendors to perform relocation, deployment, and software upgrades. Attending leadership meetings. Delivering great Customer Service.

• Some traveling involved. On call 24 hours.

Gilbert Ramos Jr.

920 Westmont Drive

Alhambra CA 91803

323-***-****

ad1lxk@r.postjobfree.com

Feb. 2004 to Innova Global Technologies Santa Anna, CA Jan. 2005 NETWORK CABLING/PC TECHNICIAN

• Wire management and voice/data cabling for Kohl’s Department stores and Option One Mortgage.

• Installing ESL, access points, thin clients, PDA’s, server’s, IDF and MDF server closets.

• Troubleshooting and repairing workstations, laptops, and printers. Installing software, Norton Anti-virus, PC Anywhere, Windows NT, 2000, XP, Server 2000, Microsoft Office Suite 2000, and other various software. Providing surveys to possible clients. Traveling cross country and locally.

• Great time management and prioritizations skills.

• Delivering great customer service. On call 24 hours. April 2003 to CEI/Montebello High School Montebello, CA Nov. 2003 NETWORK/PC TECHNICIAN

• Performed network building, repairing, troubleshooting, and maintaining of IT infrastructure. Installation of MS Windows, 98, 2000, XP, SQL Server, MS Office, and pc hardware.

• Configure printers, routers, switches, and hubs.

• Operate Apple PC’s, LAN/WAN, DHCP, DNS, VPN configuration, and CAT 5 cabling. Great time management and prioritizations skills.

• Delivering great customer service.

Certifications

Training

Computer Systems Repair - Computer Networking Certificates MCSA, A+ Certification, Net+, MCP, HDI Support Center Analyst Certified. Cyber Security Professional= (In Progress) and Network + (In progress)

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