Service Desk Systems Analyst
Resume:
FRANKY ACABEO
***** *. ******* *** *** #**, Tampa, Florida 33613
H: 813-***-**** Email: ad5q8a@r.postjobfree.com
https://www.facebook.com/TechByNight/
LinkedIn Web Profile: https://www.linkedin.com/in/franky-acabeo-b12055128
Location: Tampa, FL 33613. Willing to work onsite, Fully Vacated with Booster Shot.
Summary
•Motivated Computer Systems Analyst possessing exceptional troubleshooting skills for networking issues, end user problems and network security. Seeking challenging position with opportunities for expanding my skills.
•Experienced in Ticketing Systems: Service Now; Remedy; CA Service Desk Manager
•Windows Desktop OS, Windows Mobile OS, Mac OS,
•Local Area Networks, TCP/IP, Wireless technology,
•Microsoft products, (Microsoft Office Suite)
•Basic User & Security Group Active Directory Administration Experiences,
•Knowledge of various smartphones (iPhone, Android, Windows), Pagers
•Remote Desktop and VPN for assisting remote users,
•Troubleshooting laptops, desktops, tablets, printers, phones and wireless LAN connectivity.
•5-9 Years Technical Support Experience
•Corporate desktop / laptop support experience, ideally in a large organization (1000+ staff)
•Public Government Clearance
•Self-Taught in the use of Windows 7 & Network Administration Troubleshooting Techniques
Skills
•Software Knowledge: CA Service Desk Manager, Daemon Tools Pro.7.1.0, McAfee Security, Suite, Remedy 9.0 Ticketing System Windows Server 2013, Citrix 4.3;4.6; 14.4, Microsoft Office Suite 2013/2016/365, Under Certified A+ (Outlook Troubleshooting), Dame Ware 12.0 Remote Support Software, VPN Troubleshoot Experience, Symantec Encryption Management Server
•Excellent communications skills, Easy to train and understand of procedures.
•Work well in a fast paced, dynamic environment, with limited supervision.
•Provide an outstanding customer experience.
•Excellent troubleshooting and problem-solving skills.
•College and equivalent technical education, with two or more years of experience
•Troubleshooting computers, printers, laptops; provided on-site computer repair to computers as well as printers; installed new software, order computers parts from Dell; Maintaining PC and Printer compliance.
•Strong Windows 7, 10, 11 troubleshooting & diagnostics.
•Strong application troubleshooting (MS suite – Outlook, PowerPoint, Excel, Word, Visio, Lync)
•Hardware troubleshooting & diagnostics (laptops, desktops)
•Basic networking (drive / printer mappings, network connection diagnostics)
•Skilled in the use of TeamViewer in order to remote to user’s computer
Education
•Diploma in Computer Security and Network Technician, Florida Career College, Tampa, FL
•Associates in Computer Science and Technology, Everest University, Tampa, FL,
•Certificate in Completion of Routing and Switching I, Fayetteville Technical Community College
•Completion of Diploma’s in A+Certification & Networking+ Exam Prep Course & Microsoft Office 365, Access Computer Training (ACT)
Professional Experience
Ciox Health
6/2023 – 8/2023
Health Information Technology Specialist 1
Answering inbound calls following script properly
Use GoToSolve app to remote to user’s laptop or desktop.
Use the Knowledge Board to find the type of issue user has.
Use Microsoft chat to chat with co-workers, managers and supervisors.
Sign in daily to Active Directory\Microsoft Azure Active Directory\Gmail\Agent Desktop Login
Respond to clients with Microsoft Teams \ Make sure VDI is signed in for daily use.
Tech By Night (own company/ freelancing; Thumbtack app)
5/2021 – Present
Senior System Analyst/PC Field Technician Specialist
•Upgrading PC hardware and software at different locations during various short term consulting assignments.
•Technical Support and troubleshooting PC Desktop, Printers and laptops.
•Replacing failing or malfunctioning PC components like monitors, keyboard & mouse
•Some assignments require networking printers or workstation for customers with new employees.
•Using the application, Thumbtack to bid on jobs regarding computer and printer repairs.
Pepin Academies Tampa Campus
07/22 – 03/23
Campus Technology Coordinator
•Eight Month Contract Hired and Completed
•Install and integrate new hardware and applications.
•Keep an eye out for needed updates.
•Support and administer third-party applications.
•Ensure network security and connectivity.
•Set up user accounts, permissions and passwords.
•Resolve problems reported by end user.
•Define network policies and procedures.
•Troubleshoot more than twenty tickets daily.
•Respond, Create, Update and Close tickets when crested.
Verizon Connect Fleet, Tampa, FL 08/2017 – 4/2021
IT CSR Coord I-Tech Level 2 Cust Svc Rep
•Handle inbound customer calls and create cases; make outbound calls as needed.
•Respond promptly to correspondence from customers.
•Experienced in Ticketing Systems: Service Now; Remedy; CA Service Desk Manager
•Configured end user devices such as laptops/desktops, printers and shared office equipment.
•Facilitate collaborative case work with other departments (Sales, Operations, Product Team, Hardware, SVT)
•Continued training, development, and certifications
•Participate in knowledge-based and web-based applications content creation and Playbook edits.
•Online Class Completion Course in Routing and Switching I
Cognizant Technology Solutions, Inc., Tampa, FL 03/2017 – 08/2017
Senior Systems Executive/ Network Admin.
•Maintained and serviced Dell, HP & Lenovo Laptops of Official Associates as well as guest
•Configured and deployed desktop hardware and software into the new network environment
•Successfully upgraded all Citrix Software to Version 4.6 with miniscule down time
•Diagnosed and resolved all network related issues.
•Created and made changes to end user accounts.
•Configured end user devices such as laptops/desktops, printers and shared office equipment.
•Familiarity with Remedy, Integrated Service Desk (ISD)
James A. Haley Veterans Hospital, Tampa, FL 04/2015 – 09/2016
IT Helpdesk Representative
•Set up workstations, Printer Repair, Workstation relocation.
•Assigned with issuing & repairing pagers for Doctors, Surgeons and Emergency Response
•Ran various projects for office computer setup, dismantle or move to location.
•Knowledgeable on opening ports at switches for computer or printer usage.
•Imaging / re-imaging laptops & desktops
•Troubleshooting technical laptop and desktop issues (Windows & applications)
•Diagnosing laptop & desktop hardware issues
•Assisted in mapping network drives / printers.
•Coordinating laptop & desktop repairs with hardware suppliers
•Some remote support (via remote access software)
•Experienced in the use of Active Directory to set up and unlock accounts.
Computer Central, Tampa FL
12/2014 – 04/2015
Helpdesk Representative (Level 3) Specialist
•Answer support calls and Escalate issues if needed.
•Provide answers to clients by identifying problems & guiding client through corrective steps.
•Document issues and troubleshooting techniques into notes.
•Escalate support tickets requiring urgent attention and manage them.
•Spoke Spanish when dealing with a percentage of support tickets when needed.
•Used TeamViewer to remote into user’s computer to fix software issues.
HR Pro Staffing, Tampa, FL 01/2014 – 12/2014
PC Warehouse Technician
•Highly skilled in operating material handling equipment (Forklift, Pallet Jack) safely
•Maintains inventory of equipment and parts as well as documentation of vendor activities.
•Conducted monthly inventory of computer technician stockroom for field techs.
Verizon Wireless, Tampa, FL 07/2011 – 12/2012
Warehouse Assistant
Everest University, Tampa, FL 09/2010 – 01/2012
Assistant Network Administrator
Information for Resume or Application
Pepin Academies Tampa Campus
3916 E Hillsborough Ave, Tampa, FL 33610
Verizon Connect Fleet
7701 E Telecom Pkwy, Temple Terrance, FL 33637
Cognizant Technology Solutions, Inc.,
4041 Park Oaks Blvd, Tampa, FL 33610
James A. Haley Veterans Hospital
13000 Bruce B Down Blvd, Tampa FL 33612
Contact this candidate