Nieves Vasquez

**** ********** ** *******, ** ***80 Home: 713-***-****

Email: ad4ice@r.postjobfree.com

Objective: Seeking a challenging position with an organization and services company where excellence,

results and ability on a team and individual level will be rewarded with significant opportunities for career

advancement which will prove to be an asset to influence the overall growth and success of the organization.

EXPERIENCE

11/10/17 – 2/28/24 FIS Management Services LLC 800-***-**** Manager: Phillip Tubbs

347 Riverside Ave. Floor 9

Jacksonville, FL 32202

IT Desktip Support

Duties - Responsibilities

• Provide Tier I & II Call Center technical support for onsite/remote users

• Resolve computer & user accounts in Windows AD OS environment

• Adhere to department & industry best practices (ITIL) for tech support/incident management

• Participate in testing, execution, phases of technical planning/projects for business continuity

and disaster recovery

• Install & configure SAP Solution Manager7.2 on (SAP 4 HANA) in hosted environments

• Utilize Bomgar, DameWare, Remote Desktop & other remote Windows/network tools to trouble

shoot connectivity issues

• Work with cloud service providers to troubleshoot issues & maintain accessibility to services

• Supporting/deploying monitors, D-stations, notebooks, laptops, PCs, printers, scanners, mobile

devices.

• Technical end user support for email operation: Google Chrome, Outlook, Gmail,

Google Drive, CISCO AnyConnect VPN, Citrix (Ascend, GoToMeeting, WebEx)

• Limited assistance with Apple OSX/iOS equipment administration & configuration

• Assist users with password resets, and re-certify RSA tokens

• Process restricted data with sensitivity to ensure that confidential data remains private

• Edit Proxy configuration file to correct network path file location

• Assist with physical equipment installations, moves or changes (IMACs)

• Assist with network connectivity issues (permission rights, unlocking (opened) network files

• Use SQL 2008 Server Management Studio tool to monitor server activities & DBs

• Setup/configure WiFi Guest accounts (Mobile, BYODs - iOS, Android, CISCO VoIP phones)

• Track and account for all HW/SW in company inventory

• Updates/patches for Windows security software: McAfee, Internet browsers (IE, Chrome,

Firefox)

• Install/configure software: 2010/2013, O365(Cloud), Exchange/Outlook, Adobe Pro

• Imaging PCs, laptops, & notebooks for deployment/loan pool inventory using Autopilot, SCCM

• Contribute to internal projects such as conducting end user application training, HW/SW

testing, HW/SW migration

11/16 – 7/17 PDS Engineering Placement & Services, Inc 214-***-**** Supervisor: Lindsey Phillips

300 E. John Carpenter Frwy, Suite 700

Irving, TX 75062

IT Onsite Deskside/PC Administrator (Rockwell Collins)

F/T Contract – 40 hours per week

Duties - Responsibilities

• Imaging/staging of HW/SW for New/Temp hires using SCCM & PXE Boot tools w/BitLocker

encryption

• Support XP/7/8/10, VMWare, Citrix (XenApp, XenDesktop, VDI, Terminal)

• Implementing/supporting of client-server applications for Windows Server 2008 R2/Server

2012 R2 (SCCM)

• Providing IT support in a call center global environment

• Support of HP, Dell, MS Pro 3 hardware devices

• Creating computer & user accounts in AD for Windows 2008/2012 servers

• Setting computer & user accounts in AD with read, write, modify & access permissions

• Support smartcards for W/S, desktops, laptops, tablets for standard network or virtual login

dual mode access

• Support L1 & L2 Service Desk desktop support for internal & remote users (break fixes)

• Support Remedy ticketing system (ticket creation & documentation (SharePoint 2013)

• Support Win7 to Win8/10 OS (32-64 Bit) migrations project

• Support HW/SW upgrade migrations project

• Support Asset Management (Remedy ITSM) with Warranty maintenance inventory of all

laptops, desktops, monitors, docking stations, and other components/equipment

• Support with on boarding of New/Temp users and conduct orientation

• Function as a central point of contact between users and IT Solution Center

• Familiarity with HTML, XML, ITIL, PowerShell, Java Runtime, Javascript

• Support AD account administration (group policies, drive permissions, pwds, unlocks/resets)

• Maintain reliable “hot spare” laptop/desktop/tablet systems

• Support with Lync/Skype for Business (2010/2013) migration

• Support/configuration with Lync/Skype (Jabra/SAVI headset devices)

• Support using Remote Tools: RDP, WebEx, Office Communicator, LiveMeeting, Lync,

Skype for Business, Airwatch

• Support of mobile devices (Android, iPad, iOS & BYOD)

• Working knowledge of IPconfig, WINS, SNMP, DNS, DHCP, LDAP, TCP/IP (IPv4-IPv6), SSL

security & certificates

• Support installs, moves, adds and changes (IMACs)

• Support Google business applications: Gmail, Google Drive, Google Apps

• Software support: MS Office Suite products (2007/2010/2013), NetWeaver, PeopleSoft,

SQL/Oracle DBs, Outlook, Lotus Notes, Crystal Reports, SAP GUI/HANA, Exchange, ALM,

AgileNet, Adobe Pro, ARIBA, ePAY, JAVA, Attachmate (Extra), desktop/mobile apps, web

services

• Support network resources (LAN printers, drive mappings, data sharing)

• Working knowledge of ITIL methodology/best practices

• Support for all VoIP phone meetings, conference presentations, video & audio (HDMI, VGA,

DVI, Avaya IP Office, Apple TV, Nortel, Polycom hardware)

• Administration\support of Cisco (VVX 500) VoIP phone system over WAN and VPN

• Support Web browsing software, strong understanding of proxy, trusted sites, etc.

• Support HTTP stack, IIS, .NET, IE/Chrome/Firefox/Safari, browser cookies

• Download updates/patches, maintain Symantec anti-virus software

• Support HW/SW enhancements, upgrades to onsite & remote users

• Support of wireless access points, Webinar, GoToMeeting, VPN connectivity (Cisco

AnyConnect) using Citrix VDI/Windows Remote Desktop tools

6/14 – 1/16 Frist Genesis Prof. Services, Inc. 281-***-****

Mark :

1650 Hyw 6, Suite 380

Sugarland, Tx 77478

IT Onsite DTS Analyst (ExxonMobil)

2012 - 2013 PEAK SYSTEMS, INC. 212-***-****

Houston, TX (Peak Systems took over the AIG IT contract)

Title/Position: Field Services – Onsite DTS Technical Analyst (contract)

39 West 31st Street, #Suite 1001 New York City, NY 10001

1991 - 2012 AIG AMERICAN GENERAL 713-***-****

2919 Allen Parkway, Houston, TX 77019

Title/Position: Global Services - IT DTS Technical Analyst (permanent employee)

Job Duties - Responsibilities

• Imaging/staging HW/SW using Novell Desktop/LANDesk PXE Boot tools

• Tested, verified, & released applications from test server to production server

• Installing/configuring/troubleshooting WinXP/7, VMWare (Citrix Terminal)

• Windows XP to Windows 7 migration (6 months)

• Desktop / laptop hardware upgrades (ongoing)

• Support RightFAX, Morningstar, Prophet X

• Setup, configure, troubleshoot (HP/Dell/Xerox) multifunction devices (MFDs

• Managed organization's capability to provide the necessary level of service following a service

interruption

• Experience implementing and supporting client-server applications

• Manage, maintain, and improve the future desired state being able to adaptively integrate

enhancements as needed or required

• Managed the costs associated with providing organization with needed resources to meet

hardware and software requirements

• Provided day-to-day management process to restores normal acceptable service with a

minimal impact on business

• Functioned as a central point of contact between users and IT

• Diagnosed the root causes of incidents in an effort to proactively eliminate and manage them

• Experience with mobile & smart Phones/tablets including BlackBerry/BES, Android

• Support ePO / McAfee client issues

• McAfee updates/deployment configuration files for VSE, Engines, DAT

• Good knowledge of user Active Directory, Group Policy, Windows ACLs & Novell

• Use remote technology to connect and support on-site \ remote users (VPN/RSA)

• Strong troubleshooting skills & technical knowledge with PCs, laptops, PDAs, mobile phones

• Coordination with hardware vendors: PCs, laptops, and peripherals

• Advanced knowledge of LAN based E-mail systems: Lotus Notes, Outlook, Exchange

• Basic network troubleshooting associated with PCs, laptops, iPads, tablets

• Good knowledge of networking and server systems

• Strong technical knowledge/skills with mobile phones, smart phones, tablets, iPhone & iPad

• Wireless, VPN (Juniper RSA) troubleshooting (RDP, DameWare, Bomgar)

• Spanish second language (read, write, speak)

• Excellent written, oral communication skills, analytical, and problem-solving abilities

• Knowledge of SQL, JAVA and database structures using ODBC drivers

• Support Ghost image backups & PGP encryption

EDUCATION

BS/BA: University of Phoenix (Major: Business Management) 11/4/2001 – 5/30/2005

BS/BA: University of Phoenix (Minor: e-Business) 6/1/ 2005 – 11/30/ 2005

GPA: 3.35

11451 Katy Freeway #100 Houston, TX 77079 713-***-****

CERTIFICATIONS

Microsoft Certified Systems Engineer, MCP + Internet: (MCP ID# 27304) (1999)

Microsoft Certificate: 1567 Deploying Microsoft Windows 2000 Professional

Microsoft Certificate: 1594 Installing & Configuring Windows 2000 as a File/Print Server

Novell Certificate: 560 Netware 5 Administration

Certificates: OptiPlex, Latitude, Workstation, Dimension, PowerEdge, printers, HP

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