Support Analyst Asset Management
Resume:
Jimmy Perez
Durham, NC *****
*********@*****.***
Skills and Certifications
Certifications:
Citrix Certified Administrator (CCA) for Citrix XenDesktop 5.
HP Certified Professional 2010.
CompTIA A+ Certified Service Professional.
Lenovo RWSW112 Warranty Basics for Technicians and Profile Administrators 2019
Lenovo RWSW113 Warranty Basics for Service Managers and Claim Administrators 2019
Technical Skills:
Desktop/Laptop systems
Numara Track-It
Hardware/software upgrades
Virus and spyware removal
MS 365
Norton Ghost
Troubleshooting
IBM Reflection
Docfinity BPM
BMC FootPrints
HP Service Manager
Configuration Manager 2012
VLANS
VOIP/Aastra/Avaya/Cisco
Acer/Dell/Hp/Lenovo
Citrix GoToAssist
VPN
RDP
Microsoft Office 2002-2016
DHCP
Active Directory
ServiceNow
Remedy/Pac2000
Aternity-User Experience Enhancer (UEE)
Aptean Optibot
Desktop Printers
Network printers
PACS
Autotask
Server Rack and Stack
Asset Management
Mobile Devices
McAfee Security Software
Bitlocker Endpoint Encryption
SCCM
Bomgar Remote Support Tool
Bilingual-English/Spanish
Employment History
Vidhwan_e-Solutions - I/T Staffing Firm Raleigh, NC March 2020-Present
NCDOT/NCDIT-User Support Analyst
Provide break/fix and IMAC support to the onsite and offsite end user community, including
PC staging, asset management, software installation, PC troubleshooting, printer support, compliance
Implementation, virus detection and eradication procedures.
Install and image new computers and load appropriate software for customers.
Diagnose printer and other peripheral device failures and implement repair solutions.
Provide updates on work progress to customer support specialists and the service desk using ServiceNow
call tracking system.
Backup user data and migrate profiles as computers are replaced.
Troubleshoot network devices in order to ensure connectivity from the PC to the Network
Excellent written and verbal communication skills, as well as being able to explain technical concepts in
non-technical terms when necessary.
Employment History
Infojini- I/T Staffing Firm Raleigh, NC July 2019-Feb 2020
NCDOT/NCDIT-User Support Analyst
Use technical expertise, with understanding of business and user needs, to evaluate IT related incidents
and service desk tickets in order to appropriately prioritize and provide appropriate solutions.
Devcare Solutions-I/T Staffing Firm RTP, NC Feb 2019-May 2019
NC DHHS-County Support Liaison
Gained knowledge and experience of NC FAST through web-based training modules and share point
Documentation.
Used knowledge of NC FAST functionality, as well as understanding of how counties provide delivery of
services to guide new users in correct navigation and submission of case data in the system.
Coordinated with other NC FAST business team and project team members to troubleshoot, replicate
and report errors and/or unexpected outcomes within the system; Provided detailed guidance to
end-users, referring them to published resources designed to improve workflow and productivity.
Traveled to other counties to provide ongoing support post go-live days.
Presented detailed feedback (written and verbal) on technical issues to end-users, management and
stakeholders.
Insight Global-I/T Staffing Firm Garner, NC Jun 2018-Jan 2019
Konica Minolta- I/T Support Specialist
Responded to phone, email, chat, and fax requests from the medical user community in a professional
and courteous manner.
Provided remote support and assistance while maintaining focus on customer service, stress management,
and problem solving through tactful and technical Acumen.
Created and edited documentation to ensure accurate information was available for other resources.
Understood, analyzed, and resolved incidents on image quality and various other issues.
Maintained effective documentation of client interactions in a single database.
Acted as a liaison between support and development, escalating issues and helping to communicate and
document resolutions.
Ability to assess situations and solved problems both independently and as part of a team.
Knowledge and or experience with Microsoft operating systems (server and clients), MS SQL, networking,
security, web technologies, Citrix, VM environments, and Infosec.
Apex Systems-I/T Staffing Firm Raleigh, NC Aug 2016-Mar 2018
Wells Fargo- Security Analyst
100% remote work.
Delivered technical support to local and remote employees using individual judgment and initiative with
minimum supervision and direction.
Used Microsoft Office to provide detailed reporting and status updates to management and customers.
Evaluated or reviewed queries to extract data from standard databases to fine tune systems supported.
Performed network troubleshooting for telecommuters and remote offices.
Drove assigned efforts by organizing, coordinating and working with outside teams in the
implementations and testing of technical solutions with a high degree of autonomy.
Worked with internal users to apply security patching and cleaning up the risk remediation group queue
while working with remote users.
Rendered MS Security Patching and Symantec Anti-Virus to deploy bug fixes and deploy software as
Needed.
Contributed training direction and support to less experienced analysts.
Updated/wrote documentation and procedures and supplied related training to internal service groups.
HCL America Cary, NC Jun 2015-Aug 2016
Technical Specialist/SD Technical Lead
Trained SD agents, shift leads, Advanced Technical Specialists, and management. Focused on tool knowledge awareness (Aternity and Optibot), features, general usage and purpose of both applications running application queries and generating reports.
Aternity and Optibot SME.
Kept management in the loop by providing daily updates.
Directly involved with vendors keeping them abreast of tool progress via email, instant messaging, phone, and daily conference calls and meetings.
Veritude-I/T Staffing Firm Durham, NC Mar 2015-Jun 2015
Fidelity Investments- End User Support Technician
Provided great customer service in support of the end user community at the various facilities in the RTP area, covering 6 buildings and over 3700 employees.
Rotated into the Guru Bar as needed, an industry changing customer support method similar to the Apple Genius Bars.
Provided issue resolution regarding regional desktop and laptop environment which included PC
hardware and software, VOIP phones, network support (switches, wireless), video conferencing, and network printers.
Supported critical Service Level Agreements with timely and accurate execution of support requests via ticketing systems.
Responsible for managing and implementing multiple projects in support of the ongoing efforts to upgrade the call center and ensure a successful LEAP internship program.
DSS-Managed Services Reading, PA Sep 2014-Jan 2015
CVCA- Computer Support Technician
Regularly interacted with vendors to aid and support DSS clients.
Provided accurate and creative solutions to user problems of a complex nature to ensure users were quickly restored to productivity.
Participated in internal and client projects as required.
Added users to copiers to ensure scan to email capabilities.
Granted permissions to email distribution groups.
Managed user accounts through active directory (creation, deletion, permissions); reset user passwords.
BlueCross BlueShield of South Carolina Columbia, SC Sep 2011-Sep 2014
Workstation Support Analyst
Provided break/fix and IMAC support at the request and under the direction and control of the I/S department’s System Administrators, which included after-hours availability as needed for scheduled elevations and emergencies.
Configured and installed software and hardware for end users; desktops and laptops.
Provided basic network troubleshooting and managed the end user community via active directory.
Helped end users with email profile setup and profile rebuilding using outlook exchange.
Provided remote support to work at home users via VPN and Citrix GoToAssist.
Assisted with computer asset management.
Installed network printer maintenance kits.
Supported the user community with smart phones and other mobile devices.
Performed other duties and special projects as assigned.
Collabera-I/T Staffing firm Glen Allen, VA Apr 2010-Aug 2010
Wells Fargo Advisors- PC/LAN Analyst III
Identified/used methods, techniques, and diagnostic tools to troubleshoot, diagnose and resolve moderately complex PC/LAN related hardware, software, operating systems and network problems.
Analyzed client needs and reviewed technical alternatives to determine their impact on the client and systems environment.
Participated in the implementation of voice and data communication networks to support environment, including configuring, implementing and troubleshooting circuits; provided training and technical assistance to LAN Administrators.
Managed priorities and redirected activity in dynamic environment, monitored and managed queues for both IMAC and break fix work.
Native Staffing-I/T Staffing Firm Richmond, VA Nov 2009-Mar 2010
CIGNA Health Care-Technician II
Directly supported the user community by phone, remote software, or desk side assistance.
Used Marimba software to remotely manage client software applications.
Coordinated, assisted, and provided support to the internal Avaya phone system.
Troubleshot email, connectivity problems, and analyzed advanced support issues.
Completed routine work orders and move/add/change requests with guidance, including patches, upgrades, software deployments, installations, repairs, and preventive maintenance.
Communicated with customer, before, during, and at the completion of the activity.
Provided routine training and technical assistance to users at the desktop level.
Southpeak Interactive Midlothian, VA Feb 2009-Aug 2009
Desktop Engineer
Acquired basic knowledge of EDI (Electronic Data Interchange) products.
Configured and built standardized PC and laptop load sets.
Utilized Symantec Ghost imaging software to place load sets onto PC’s and laptops.
Troubleshot, repaired, and replaced PC Systems, peripherals, and related networked communications equipment for wired and wireless LAN.
Installed and maintained client software on Microsoft Windows XP and Vista.
Troubleshot/analyzed PC desktop and laptop hardware, operating systems, software and networks.
Maintained inventory of parts and equipment, responsible for accountability.
Horizon Software International, LLC Duluth, GA Nov 2008-Dec 2008
Richmond Public Schools-Systems Analyst II
Installed, configured, and troubleshot Windows desktop based school cafeteria POS systems in the Richmond, Virginia K-12 school sector.
Provided training and support for POS operators during go-live days; trained client employees on products and processes supporting specialization; provided training and support for cafeteria managers during go-live days.
Maintained relationships with customers with diverse needs.
Assessed customers' needs and identified products and/or services to meet their needs.
Chesterfield County Public Schools Chesterfield, VA Aug 2006-Oct 2008
Microcomputer Analyst
Provided onsite or remote support and assistance to schools and departments in the selection, installation and operation of computer hardware and software.
Supported 2300 clients and 600 Dell desktops and laptops: installed and configured network printers.
Provided support and assistance with audio visual equipment.
Setup and maintained user accounts as necessary; reset passwords.
Researched, evaluated and advised on the purchase of computer equipment and supplies.
Attended and participated in staff meetings and related activities; served on committees as assigned.
Applied analytical and troubleshooting skills to resolve network connectivity issues.
Maintained inventory of computer equipment and updated the school’s inventory tracking system.
Traveled between schools to provide support as needed.
Worked with vendors to ensure proper implementation of warranties, sent and tracked returns when necessary.
Provided administration and troubleshooting for all LAN, wired and wireless networks, PC’s, servers, and switches in a K-12 environment.
Education
United States Navy. Honorable Discharge.
Thomas Nelson Community College, Hampton, VA.
A+ Computer repair service technician program.
R.E.T.S. Electronics School, Broomall, PA.
Electronics Engineering Technology.
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