Objective

To obtain a position that uses my current computer, customer service, and bilingual skills, and allows me to further develop and broaden my IT experiences. I’m self-motivated, able to work independently, and a team player to make sure the task gets done correctly.

Experience

Aspire Living & Learning- Application Manager 07/2022-Current

Support technical staff on projects as assigned and ServiceNow tickets assigned.

Implement new software and train users on how to use it.

Admin/support to all application use in the company.

Support group homes around the MA area.

Troubleshoot and upgrade application as needed.

Resolve end user issues and install & configure Laptop, iPhones, iPads, Desktop, Peripherals, Printers, and Scanners.

Remoting experience to solve issues and communicate with users through Microsoft teams, email, and phone.

Update knowledge base where appropriate and create documentation for the team/users.

Experience with vendor contact, working with vendors, and communicating important information to vendors.

Comply and follow all procedures within the company’s policy and security policy.

Mass General Brigham- Server Engineer I 11/2021-07/2022

Support technical staff on projects as assigned and ServiceNow tickets assigned.

Deploy software packages and patches that are required for all servers.

On the on-call rotation and participate in the provisioning rotation.

Build servers through vRA, Microsoft Azure and AWS.

Experience with SCCM, patching, and deployment of servers 2016, 2019, and 2012.

Update knowledge Database where appropriate and create documentation for the team.

Experience with vendor contact, working with vendors, and communicating important information to vendors.

Comply and follow all procedures within the company’s policy and security policy.

Digital Credit Union- Application Support II 03/2019-08/2021

Support technical staff on projects as assigned and tickets assigned.

Deploy software packages and patches that are required for all departments to successfully operate.

Contact, troubleshoot, and resolve end-user issues.

Configure software and applications for end users.

Update knowledge Database where appropriate and create documentation for coworkers to follow.

Research, create, execute and train the Fraud department on a Nautilus workflow.

Troubleshoot and upgrade applications such as Jira, Pega CRM, Nautilus, and Core system XP.

Experience with vendor contact, working with vendors, and communicating important information to all departments.

Comply and follow all procedures within the company’s policy and security policy.

Workers Credit Union- Application Support Analyst 06/2018-03/2019

Help support the Core system on a daily, edit, update, and delete users in the core system.

Currently training to support the contact center system Adapt.

Assists in the ticket system for both adapt and COCC.

Update address in COCC, and Pathfinder.

Adherence to Service Level Agreement/Key Performance Indicators.

Information Technology Infrastructure Library knowledge base and management of queues.

TEKSystems- Umass IS Support 04/2017-04/2018

Assisting, Configuring, and Deploying AGFA Advanced reading stations for Radiology and Cardiology PACS in a Multi Hospital Enterprise system.

Working with various IT departments in planning network drops for workstation placement, providing IP and network configuration troubleshooting, and testing for Data integrity.

Continuous PowerScribe 360 upgrades on all the Radiology and Cardiology Reading stations. One-on-one navigational support when needed with PowerScribe.

Continued Assistance with the EPIC project in replacing EPIC-approved equipment, software Installations, End-user assistance, LANDesk support, and Active Directory assistance.

Assists, Micromanages minor Project work under the guidance of current Senior PM due to Enterprise size.

Providing deployment consulting and workflow expertise with 3rd party and/or outside entity interfacing.

Resolve site-level Incident management and populate knowledge Database & Configuration Management Database where appropriate. Assisted in the Disaster and Recovery project.

Troubleshoot and resolve end user issues and install & configure laptop, desktop, and peripherals.

Comply and follow all procedures within the company security policy and experience with the inventory.

Unum Group- Desktop Support 06/2010-04/2017

Provided quality customer service to end-users. Troubleshoot computer issues over the phone, by email, and one on one.

Troubleshoot TCP/IP issues with laptops, desktops, and printers.

Assisted with video conferencing. Troubleshoot issues with iPhones, iPads, and Droid Devices.

Managed all returns to stock and configured computer setups for all new employees.

Managed 17–30-day alerts, tracked EDP equipment and provided executive support.

Participated in ticket rotation and created/updated/closed user records in WIAT.

Added/removed/updated records in Active Directory.

Education

Fitchburg State University 09/2016-Current

Bachelors’ degree in Business Administration Management

Mount Wachusett Community College 06/2012-12/2015

Associates Degree in Computer Science

Skills

MOS- Microsoft Office Specialist

Windows Server 2018, 2012, 2016

Active Directory

Software Center patching and deployments

CompTIA A+ /IT Technician

Microsoft Windows XP Professional, Windows 7, 8, 10

SQL beginner training Part 1 & 2

Windows Server 2003 Certification

Network+ Certified

Bilingual (Spanish and English)

Team Player & willing to learn new skills

Familiarity with Cloud Service Providers (AWS, GCP, Azure)

Knowledge of Linux

Languages Shell

Working knowledge of DOMO and JotForm

Contact this candidate