Technical Support Customer Service

Martin Gil

***** ******* **.

Houston, Texas ****9

Cell: 832-***-****

*********@*****.***

Detailed Summary:

Proficient managerial and directorial expertise as a Computer and Network IT software and hardware specialist with 16+ years of experience offering daily technical support to high executives and other various users to ensure organized productivity and superior customer service within an organization.

Academic Education:

Master of Science In Business Management Degree University of Phoenix, September 2012

Bachelor of Science In Business Management Degree University of Phoenix, September 2010

A+ Certification as Core Service Specialist

A+ Certification DOS Microsoft Windows & Service Expert

Summary of Qualifications

Seabrook Solutions/Leidos/ NASA JSC

May 2017 – Aug 2023

Senior Computer Administrator

Experienced 16+ years Senior IT computer specialist with extensive comprehension of LAN and WAN with Windows 10 Version Pro 22H2 technologies collaborating and assisting with management assessing Windows 10 domain environments through change management, varied business processes and concentrated workflows for NASA clients and customers.

Experience with (PCI) personal computer Interface including expertise on network security patches observing compliancy standards

Implementation and managing deployment of Internet Cloud, application response monitoring, configuring network resources virtual and physical, and workload migration while routinely conducting maintenance of Windows 10 desktops, laptops and Workstations.

Possesses an innovative blend of high-tech and low-tech approaches with Distance Learning technology

Applying Helpdesk Tool and providing technical support for resolving helpdesk Incidents tickets and RITM tickets. Configured, deployed, and maintained desktops, laptops, Workstations computers with Windows 10 operating systems

Extremely knowledgeable of installing software Microsoft Office 365, of various License software DRUVA Backup, BitLocker, Microsoft Teams, CISCO Any Connect, Microsoft Visual Basic, and Adobe Acrobat, and Corporation’s special software.

Extraordinary understanding in the accelerated resolutions of Network printers configuring their IP Address.

Proficiently comprehensive in the installation of NASA Image on rebuilt and refresh configured MS Windows 10 version 2H22, laptop and desktop, workstation computers.

Extremely qualified and proficient in Network connectivity issues dealing with DNS, DHCP, and TCP/IP using Directory and Resource Administrator DRA to create and remove Computer Name from the domain. Enumerator Tool to view the groups certification’s the computer is a member of in the Network.

Maintain electronic records of asset allocations from IT inventory via SCCM or other Admin Tools

Occasionally deploy application packages in SCCM

Extremely knowledgeable of installing software Microsoft Office 365, of various License software DRUVA Backup, BitLocker, Microsoft Teams, CISCO Any Connect, Adobe Acrobat, and Corporation’s special software.

Extraordinary understanding in the accelerated resolutions of Network printers configuring their IP Address.

Provided superior customer service and Deskside support while migrating all Users Email Profiles over to MS – Office 365, with desk side and phone technical assistance remote users using Bomgar software. Proficient expert in troubleshooting with Elevated Privileges Domain Admin and Network Administrator duties, Active Directory across a wide area network. Assistant with Refresh, New Users and computer setups with SCCM, as well as terminations and retired hardware requests according to NASA’s policies and procedures. With INCIDENT TICKETS, REFRESH TICKETS, UNSUBSCRIBE TICKETS, NEW SEAT TICKETS, CHANGE MY SERVICE TICKETS, MOVE TICKETS.

GTI Federal/ ACES Technologies/ NASA JSC

Hired on to new contract/ NASA JSC - February 2011 – May 2017

Senior Computer Administrator

Hardware and Software Consultant with Dell and HP computers with Microsoft Windows 7 with Microsoft Office 2010 resolved Network connectivity issues DNS, DHCP, and TCP/IP. Use Dban tool on wipe and load, remove viruses and spyware from Microsoft Windows installations. Use Autonomy Backup software to retrieve user’s data from corrupted user profile.

EMCO Technologies/ Lockheed Martin/ NASA JSC

November 2007 to February 2011

Senior IT Consulting Specialist Desktop Support

Expert on running Hardware and Software diagnostics with Dell and HP computers with Microsoft Windows 7 with Microsoft Office 2010. Resolve Network connectivity issues DNS, DHCP, and TCP/IP. Helpdesk resolving tickets resolutions. Installing Hardware and Software for NASA.

HP Certification Types : SI2409 50 SPN

Dell Certify Tech ID: 73941 on 7 platforms: Dimension Desktop, OptiPlex Desktop, Dell Workstations, Dell Notebooks, Latitude Notebooks, Dell Servers

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