Support Specialist Desktop
Resume:
ALEJANDRO AREAS
********@*****.***
Skill Set:
WINDOWS 10 DEPLOYMENT PROFICIENCY
SERVICENOW TICKET SYSTEM WORKING EXPERIENCE
ZSCALER FIREWALL/VPN CLIENT WORKING EXPERIENCE
SCCM APPLICATION CONSOLE WORKING EXPERIENCE/PUSH APPS
OFFICE 365 MIGRATION EXPERIENCE AND DEPLOYMENT
MICROSOFT STORE APP PUSH VIA WINDOWS MENU
SCCM CONSOLE APP PUSH
NETWORK TROUBLESHOOTING WAN/LAN AND CABLE MANAGEMENT
WINDOWS IMAGING OF NEW OR USED ASSETS
WORKING KNOWLEDGE SCCM APP PUSH OVER THE CLOUD
IP TELEPHONY WORKING EXPERIENCE
WORKING EXPERIENCE LOGMEIN; MICROSOFT TEAMS-REMOTE TOOLS
MD EXCEL WORKING KNOWLEDGE
Education:
High School Diploma
A+ CERTIFICATION TRAINING
Miami Dade College - Cybersecurity Training
Seeking Cybersecurity Certification
IBM/DELL DEVICES CERTIFIED
Work Experience
Pyramid Corporation
Feb/23 -Nov/2023
Desk-side Support Specialist /Migration Engineer
Worked on a daily Deployment Schedule to receive In-house Clients; also, remote clients. Used Microsoft Teams/Outlook to follow up with new/past migrations.
VPN setup ZSCALER Client configuration and application Support
Office 365 Configuration /Outlook support and Client configuration
Open new Ticket's in ServiceNow to follow up with Existing/Post deployment issues.
Performed deployments using a Deployment Checklist where I had to walk internal/External users with new asset configurations; explained new technologies to end users. Documented any inconsistencies found during this process by opening new tickets in ServiceNow.
Tracked past and future Deployments via Service-Now; updated Excel Spreadsheet
Supported existing users with One Drive Configuration and file backup. Coordinate migration activities with Cloud Architect. Opened ServiceNow tickets to follow up with Failed One-Drive Migrations.
Mapped Network printers based on Client’s profile Cloud Based. Ensured users were able to print before exiting Migration Room
Troubleshoot Office 365 failed installs; with special interest in MS TEAMS/ONEDRIVE
Opened Service-Now tickets for consistency and dedication. Download Office Suite for end users based on active directory profile.
Robert Haft NEXUS (Pyramid Corp)
October /22-Feb/23
Desk-side Support Specialist /Migration Engineer
Imaged Dell Laptops and Desktops
Deployed Assets Using SCCM and USMT technologies
Deployed users per CCL guidelines using pre- and post-deployment Sheet
Help Coordinate schedule of weekly Windows 10 deployments.
VPN setup RSA token configuration
Office 365 Configuration
Vdart /HCL /Commonwealth (Pyramid Corp)
July 22/ - October /22
Helpdesk team(remote)
Team Viewer Support and over the phone
Troubleshoot Windows Network Issues
VPN Connectivity
Outlook, Commonwell System
ACT MAERSK (Pyramid Corp)
Dec 2021 - jun/22
Deskside Support specialist /Migration Engineer
Network Troubleshooting
Team Viewer Support and over the phone
Help Coordinate schedule of weekly Windows 10 deployments.
VPN setup RSA token configuration
Inventory (receive and send material for work from home including laptops, headphones, modem)
Imaged Laptops and Desktops
Troubleshoot Windows Network Issues
VPN Connectivity
Imaging Issues
Help Coordinate schedule of weekly Windows 10 deployments.
VPN setup RSA token configuration
Office 365 Configuration
Pyramid Corporation/Carnival Cruise-lines
March-Dec 2020
Deskside Support/Migration Engineer
•Imaged Dell Laptops and Desktops
•Deployed Assets Using SCCM and USMT technologies
•Deployed users per CCL guidelines using pre- and post-deployment Sheet
Robert Half Technology/MASTEC April 29-May29 2019
Deskside Support/Migration Engineer
Office 365 Configuration
Cisco VPN Setup
Network Troubleshooting
3rd Party Application Support (remote)
Team Viewer Support and over the phone
Network Printer Setup (Xerox Online)
USMT Migration tool used during this project; script method to gather data from host and then transfer to new device.
TEK Systems/ Anthem.inc
Sept. 2018 – April 2019
Deskside Support/Migration Engineer
Help Coordinate schedule of weekly Windows 10 deployments.
VPN setup RSA token configuration
Performed Data migrations about 2,500 profile migrations including MS Office files also PST and Lotus notes files.
Helped imaging/deployment of 1,500 desktops and laptops (Group of 4 Engineers)
Performed office 365 user setup.
Helped organize grandfathered equipment after migrating users.
Robert Half Technology/ PANAM Miami, FL
Dec.-2017-Sept.-2018
Deskside Support/Migration Engineer
Deployed PCs & Laptops/Printers, Operating Systems, and Applications to end users installed and configured to the exact specifications required for security and compliance.
Provided support in setting up audio and visual technology for conferences and meetings.
With technologies such as LOGMEIN; SKYPE FOR BUSINESS TEAM VIEWER
Provide Support for all Office 365 related issues includes migrating inexperienced users.
In charge of maintaining and troubleshooting network drops; CAT5 CAT5E CAT6
Run new lines with terminations.
Setup CISCO VPN client for work from home users.
Deployed ShoreTel IP phones includes phone configuration and extension setup
In charge of Mobile Device Setup(android/iPhone) with Office 365
Assisted Network Engineer; deploy several PPOE/CISCO Switches on the Network
Concentrix /Microsoft Corporation Managua Nic
July 2017 – Nov 2017
Deskside Support/Migration Engineer
Support of MS Surface Device Line
Surface Book/Surface Pro/Surface Laptop/
Handled 25 Tickets Per Day
Kept CSAT at 100%
Supported all device Connectivity at Enterprise Level
Troubleshoot Windows Network Issues
VPN Connectivity
Imaging Issues
Interact with TIER 3 Engineers to resolve advanced tech issues
TRS\Sasol North America /Houston, TX
April 2015- July 2016
Deskside Support/Migration Engineer
• Deployment of PC and phone (Network adds, moves, changes)
• PC imaging and backup software
• Deployment, management, and support of IPads, tablets, mobile devices
• Support of Audio/Video equipment (Lync Conference Rooms)
• Maintained asset list up to date
• End user training; new hire IT training
• Problem resolution of Desktop related issues
•Assisted during test implementation of Office365
•Active Directory Add Remove maintained users on the Domain
•Mobile Device Support Iphone/Android
Collabera/JPMorgan Chase & Co. /Houston, TX/May 2011 – October 2014
Deskside Support/Migration Engineer
Lead a team of 11 technicians to provide MS Windows 7application/OS Level 2 support
Direct and train a team of 10 so each can resolve a minimum of 15 tickets a day
Utilize Knowledge Base, proprietary ticking tool, research and team collaboration
Provide reports to upper management pertaining to trend and metric analysis
Troubleshoot TCP/IP connectivity issues, and LAN/WAN problems
Blackberry Enterprise Manager setup
Remote access to assist clients using Remote Assist MS Windows 7 operating system
Troubleshoot network/local printers install drivers (PCL OEM)
Set up Lotus Notes; Active Directory group policy
Light Admin to provide applications via WDS push for Mainframe AS400 Sessions, configure Outlook accounts
Client VPN configurations via Hard/Soft Token.
Working knowledge of CISCO AND AVAYA Phones
Work experience listed below was as a Deskside Support/Migration Engineer
Detailed info is available upon request.
Herman’s Packaging/Houston, TX /November 2010 – April 2011
Majestic Properties/Houston, TX/July 2010 – November 2010
Chevron-Texaco/Houston, TX/Lafayette, LA/October 2008 – December 2009
Mercy Hospital/Miami, FL/February 2008 – March 2008
Jackson Memorial Hospital, Miami FL/January 2007 – February 2008
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