It Support Project Management

Carlos Alberto Alcala Martinez

St Paul, Minnesota, United States

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

linkedin.com/in/carlos-alberto-alcala-

martinez-15b800b5

Summary

Multi-faceted, efficient & reliable administrative professional with 10+ years of experience supporting executives, sales and managers to improve internal operations for small businesses. Proficient in all of the standard office desktop software, CRM applications and design programs. Diversified skill sets covering administrative support, client relations, writing, human resources & recruiting, account management and project management. Excellent inter-personal, phone and digital communication skills Experience

Private Information Technology and Net + Contractor NeoZion IT Solutions

Aug 2023 - Present (8 months)

include client consultation, technical analysis, solution design, implementation, project management, troubleshooting, security, compliance, training, documentation, vendor management, continuous learning, business development, and adherence to ethical and legal standards. They assess client needs, recommend and implement IT solutions, manage projects, provide support, ensure security and compliance, train users, manage vendors, stay updated with industry trends, and adhere to ethical and legal guidelines.

Private Contractor IT Specialist

Great River Energy

Jan 2021 - Jul 2023 (2 years 7 months)

Handling Level 2 and 3 IT support requests and escalations. Providing corporate IT support services.

Managing Active Directory functions.

Offering support for VPN software and hardware.

Administering SCCM, Office 365 (O365), and VDI tools. Supporting RSA tokens (both hardware and software). Managing hardware inventory.

Providing support for iPhone and iPad devices.

During this role, I contributed to ensuring the smooth operation of IT systems and services for a large corporate user community

Private Contractor Application Engineer

Andersen Corporation

Apr 2019 - Dec 2021 (2 years 9 months)

Coordinating with various teams to resolve complex application and system issues. Designing and maintaining expertise in the flow of application processes and systems relevant to the company.

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Administering and resolving application-related issues, including providing updates and conducting root cause analysis.

Ensuring the delivery of high-quality IT support to clients of Andersen Windows. Throughout this role, I focused on delivering effective technical solutions and support to maintain the functionality and reliability of critical applications and systems used by Andersen Windows clients. Private Contractor Windows 10 migration Project

TCF Bank

Feb 2016 - Feb 2019 (3 years 1 month)

Sr Windows 10 migration Project.

Provide quality IT assistance for the Migration Project, migrating 3000 users to Windows 10 Root cause issues.

Project deployment.

Strategy and Mobilization.

Site Audit.

Rationalize Application Portfolio.

Identify Business users and obtain installation media. Application compatibility testing.

Application discovery.

Application packaging.

Release Management.

Private Contractor HelpDesk L3

Zurich North America

Nov 2013 - Dec 2016 (3 years 2 months)

User Support: Assist end-users in resolving technical issues, troubleshooting hardware and software problems, and guiding them through solutions.

Windows OS Support: Help with Windows OS-related tasks, including installation, configuration, updates, and troubleshooting.

Application Support: Aid users in installing, configuring, and troubleshooting software applications, such as Microsoft Office and web browsers.

Hardware Support: Troubleshoot hardware issues and coordinate repairs/replacements for desktops, laptops, printers, and more.

User Account Management: Manage user accounts, including creating, modifying, deactivating, resetting passwords, and assisting with access.

Email Support: Configure email clients, resolve email issues (e.g., Outlook), and address sending/ receiving errors.

Network Connectivity: Troubleshoot network problems, including wired/wireless connections, VPN access, and network printers.

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Security Compliance: Ensure adherence to security policies, manage passwords, handle antivirus software, and assist with malware removal.

Remote Assistance: Provide remote desktop support to resolve issues. Documentation: Maintain records of user requests, issues, and solutions, and update knowledge base articles.

Inventory Management: Track hardware/software assets and licenses. Patch Management: Assist with software updates, patches, and security updates. Backup and Recovery: Implement and monitor backup solutions for data protection and business continuity.

Training: Educate users on effective use of Windows-based software and systems. Escalation: Forward complex issues to higher-level support teams and ensure follow-up until resolution. Procurement: Assist in hardware/software procurement, specifying requirements, obtaining quotes, and setup.

User Education: Promote IT security best practices, data protection, and software usage. Policy Adherence: Ensure user compliance with IT policies, including data security and acceptable use. Education

CompTIA Certifications

COMPTIA SECURITY+, Network and System Administration/Administrator 2020 - 2020

Identify the fundamental concepts of computer security Identify security threats and vulnerabilities

Manage data, application, and host security

Implement network security

Identify and implement access control and account management security measures Manage certificates

Identify and implement compliance and operational security measures Manage risk

Troubleshoot and manage security incidents

Plan for business continuity and disaster recovery University of Texas at Brownsville

batchelor's in computer Information Systems, Computer Systems Networking and Telecommunications

2006 - 2012

A bachelor's degree in computer information science can prepare a student for a career in a wide range of computer science related fields. Programs generally offer both classroom experience as well as Carlos Alberto Alcala Martinez - page 3

practical experience through internship opportunities or work-study programs. Coursework teaches students computing industry trends, and they may participate in faculty-led research projects. Courses may include:

Accounting

Computer operating systems

C++ programming

Systems analysis

Computer networking

Texas Southmost College

Associate's degree, Computer and Information Sciences and Support Services 2008 - 2010

Licenses & Certifications

CompTIA Security+ - New Horizons Computer Learning Centers Skills

Adobe Photoshop • Account Management • Active Directory • Office 365 • Windows 10 • Windows 7

• System Center Configuration Manager (SCCM) • Project Management • Migration Projects • Microsoft Office

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