Help Desk Support Specialist

Augusto Valderrama

***** *. ****** ***., ******* River, Florida 34428

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

Tel. #: 352-***-****

OBJECTIVE: Remote Help desk Support Analyst – Bi-lingual System Admin - IT Trainer

•16+ years as a Bi-lingual IT help desk system analyst and Trainer

•08+ Certified Bi-lingual Translator - Department of Education – State of Florida

Work Experience

Remote Bi-lingual help desk Support Specialist - IT Trainer

Wahoo Historical Ranch. - Florida.

May 2016 to November 2023

In charge of the following duties:

•Perform Active Directory Services administration and management to include design, cleanup, routine maintenance, and configuration for the 40 company end users and 25 remote clients.

•Administration of Service Now IT Service Management System such as: a) Service Catalogue updates, b) maintenance, c) workflow building d) editing, e) custom application deployments, f) troubleshooting application functionality

•In charge of managing all the servers and network infrastructures.

•Supervise the Operations team, monitor system performance and configuring new software and hardware.

•Responsible for training of the end users on the proper operation of computer equipment, hardware devices and software applications

•Support users of the network on relevant devices with hardware, such as desktop computers, virtual devices, peripherals or occasionally software programs

•Utilize the company IT ticketing systems while providing support by responding to user queries by helping the requests via ticketing system, virtual meetings, email.

•Administer and work within the company environment while supporting the end users with Windows operating systems and Azure, Google, AWS platforms.

•Complete Migration of Microsoft Windows 7 to Windows 10 and 11.

Remote Help Desk Support Specialist – Windows System Admin - IT Trainer

Homestead Dessie Smith Prescott - Crystal River, Florida

February 2013 to December 2015

Taking care of the following duties:

•In charge of managing all the servers and network infrastructures.

•Supervise the Operations team, monitor system performance and configuring new software and hardware.

•Support users of the network on relevant devices with hardware, such as desktop computers, virtual devices, peripherals or occasionally software programs.

•Coordinate with internal IT staff to resolve technical issues that cannot be solved by standard troubleshooting procedures.

•Utilize the company IT ticketing systems while providing support by responding to user queries by helping the requests via ticketing system, virtual meetings, email.

•Administer and work within the company environment while supporting the end users with Windows operating systems and Azure, Google, AWS platforms.

•Perform Active Directory Services administration and management to include design, cleanup, and routine maintenance - configuration for the 50 company end users and 30 remote clients.

•Complete Migration of Microsoft Windows 7 to Microsoft Windows 10.

System Support Technician - IT Trainer

Crime Scene Investigators LLC. - Crystal River, FL

April 2006 to July 2013

In charge of the following duties:

•Perform Active Directory Services administration and management to include design, cleanup, routine maintenance, and configuration.

•In charge of managing all the servers and network infrastructures

•Supervise the Operations team, monitor system performance and configuring new software and hardware.

•Coordinate with internal IT staff to resolve technical issues that cannot be solved by standard troubleshooting procedures.

•Responsible for the information management of 4 Windows local area networks with 3 exchange, 4 backup & 1 database servers and 58 users

•Perform remote hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, configuring systems and PC applications.

Education

•AS degree in Computer Business Applications

Miami Technical College

1983 to 1985

•US bachelor's degree in information technology done by Global Education Group which is a member of AACRAO: American Association of Collegiate Registrars and Admissions Officers and NAFSA: Association of International Educators. – Foreign credential evaluation – Miami Beach, Florida.

2000 to 2001

•Microsoft Certified Technical Education Center - InfoTech of Florida

Microsoft Certified Trainer & Microsoft Certified Professional

2000 to 2004

•Certified Bi-Lingual Translator by the Department of Education – State of Florida.

2014 to 2023

Skills

•Repair, troubleshooting and upgrade of personal computers, (14+ years)

•Administration and support for end users with platforms (Azure, Google, AWS) and operating systems (Windows/Mac) (4+ years)

•Network configuration & troubleshooting training using Microsoft Windows (14+ years)

•Microsoft Windows 10 and 11 (4 years), Windows 8- Server 2012 (4 years)

•NT 4.0; Novell Netware (10+ years), Windows 2000 Advanced Server (12+ years)

•Creating Web Pages using Macromedia Dream Weaver and Flash (10+ years)

•Main board (10+ years), BIOS, Memory (12+ years),

•Hard Drive (10+ years), DVD/CD-ROM, USB (12+ years),

•Microsoft Office (2000, 2007, 2010, 2013, 2016 and 365) (14+ years)

•Active Directory Administration (14+ years)

•Microsoft Windows Migration to more than 10 Servers.

•Installation & troubleshooting of Microsoft Office 95 (14+ years)

•Certified Bi-lingual Translator - State of Florida – Department of Education (10+ years)

•LAN (10+ years), Help Desk (10+ years), Desktop Support (10+ years)

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