Service Desk Team Lead
Resume:
ARTHUR CABRERA
McKinney, TX *****, USA
****.*******@*****.***
www.linkedin.com/in/1935
Objective:
To acquire a permanent desktop position with the opportunity for career development and advancement where individual achievement contributes to the company’s success.
Special Skills & Trainings:
Business Applications & Service Desk Team Lead
Troubleshoot Wireless & Network connectivity issues: TCP/ IP, DHCP, DNS, & WINS
OS Win XP, Vista, Win 7, 8, 10, 11, Mac OS, Unix-Linux OS,
Windows Server 2008, 2012, 2016, 2019, Active Directory, SCCM, Nexthink monitoring
MS Office 2007, 2010, 365; Troubleshooting MS Office applications, One Drive
AS400 (iSeries), Troubleshooting more than 60 applications
Virtualization & VDI: Cisco, Citrix Xen, MS Azure, Citrix Manage Desktops, Amazon Workspaces
Mobile Device Management: AirWatch, Intune Suite, Hexnode UEM
Windows & MAC deployment execute installations, relocations, and modifications
Diagnosing and troubleshooting Windows, and MAC related OS and Hardware problems
Identity systems such as Okta, Duo, and Azure
Mobile Devices: iOS, Windows, Android, Blackberry.
Telecom: Cisco Connect, Avaya VoIP, Mitel, Polycom/Poly (Nice, inContact, Jabra)
Video Conferencing: Cisco WebEx, MS Teams, Skype, Slack,
VPN & Remote Access: Cisco AnyConnect, Citrix Xen, DameWare, Bomgar, Datto, ConnectWise
Service Mgt & Ticketing systems: Service Now, Cherwell, HP Manager, Kaseya/Autotask
Antivirus support: Malware, Viruses, Infections (McAfee, TrendMicro, Kaspersky, Cybereason)
Hardware technician: laptops, desktops, printers, servers, switches, Unifi Wi-Fi cloud, AP
HR Applications PeopleSoft, Kronos Work Force, Oracle E-Business suite, TMS
Education:
Collin College 2019 – Present Frisco, TX
B.S Information Systems Cybersecurity
Full-Time Student May 2020 to May 2021
CCNA Routing and Switching: Introduction to Networks Certificate (2019)
CCNA Routing and Switching: Routing and switching Essentials Certificate (2019)
Collin College 2014 – 2016 Plano, TX
AAS Cisco Computer Networking Technology
Full-Time Student May 2015 to February 2016
Cisco Academy
Configure, Design, and troubleshooting tools
LANs, WANs, ACL, NAT, SSH, VLANS, IPV4, IPV6
Troubleshooting LANs, VLANS, IPV4 Routing, IPV6
Configure & Operating Cisco Routers and Switches
Network Device Management
Relevant coursework includes Project Management Fundamentals, Network +, Cloud Computing, Windows Server, Azure Administration, Wireless Technologies, Security, and Application Security Monitoring
Experience:
Inline Networks Dallas Tx 1/24 – 7/24
IT Field Technician II
Ensure successful tracking of projects. Specifically, I oversaw the migration from a hybrid environment (on-premises and hybrid cloud) to a fully integrated cloud solution. My role has been to provide support for all technical related issues, including resolving hardware, software, and network related problems. I installed, maintained, and repaired hardware and software components, and supported systems through remote access or site visits as necessary. Additionally, I set up workstations with computers and necessary peripheral devices and ensured the functionality of computer hardware and installed appropriate software. I maintained local networks to optimize performance, ensuring the security and privacy of networks and computer systems. I also performed troubleshooting to diagnose and resolve problems and maintained records/logs of repairs, fixes, and maintenance schedules. Over the course of this experience, I have gained familiarity with RMM tools like Kaseya, Autotask, and Datto, proficiency in managing and configuring Unifi Wi-Fi devices and hardware. I can support clients with on-premises, hybrid, and cloud environments as well. VMware Virtualization Support or VMware Virtualization Assistant.
Zensar/City of San Diego San Diego, California 10/21 – 1/24
IT Support Specialist
IT support for all technical related issues, in various departments
High proficient service desk analyst, supporting lv1.5 and lv2 AD Lv2
Install, configure, and maintain computer systems, software, and peripheral devices.
AD Lv2 / MS Office Administration / Hardware troubleshooting including MAC OS
Administer user accounts, permissions, and access rights within Active Directory
SCCM management and configuration, asset control and management.
Software collection configuration, Configuration manager, and deployment.
Troubleshoot network connectivity issues and manage network resources.
Develop and update technical documentation, procedures, and user guides.
Conducted user training on software and hardware usage.
Assigned to special projects, utilizing NexThink for any anomalies in all hardware.
Diagnosed all hardware and network device latency utilizing Nexthink
Diagnose and troubleshoot Amazon Workspaces VDI
TEKsystems/Southwest Airlines Plano, TX 06/21 – 10/21
IT Tech Services
Asset inventory; software and hardware.
Upgrade devices, and image with appropriate configurations
Software and hardware installation such as desktop, laptops, printers
American Airlines Ft. Worth, TX 08/19 – 03/20
Desktop Field Services
Software and hardware installation such as printers, routers, and switches.
Technical and remote support for all end-users experiencing technical issues.
Desktop imaging, break/fix, and all other in house and 3rd party applications.
Troubleshoot all applications related to Win 7 and Win 10 compatibility (32bit/64bit)
Assigned to special projects and regularly attended department resourcing meetings.
Windows 10 deployment, migration projects, and wireless troubleshooting.
Full ownership of all Microsoft Office 365 applications
Knowledge and troubleshooting skills. OneNote and OneDrive
Adobe cloud applications, aviation applications, all inhouse applications
Troubleshoot all Cisco products, and the ability to adapt to infrastructure.
SCCM, Configuration Manager, Constant communication with developers.
Set ups and troubleshoot multiple floors to assure connectivity before live date.
Rack and stack, diagnostics, and cable patching
Constant communication with users, project management, and IT teams.
Troubleshoot Mac OS devices and applications.
GuideIT Plano, TX 10/17 – 08/19
Service Desk Team Lead
Service Management & Service Desk Implementation
Support clients in driving continuous improvement into the service desk processes
Set up and managed a Service Desk for Client and adhere to the client’s metrics
Assets Inventory, and documentation in 13 different locations in 6 states and 12 cities
Support clients in driving continuous improvement into the Service desk processes.
Provided regular training to new employs and evaluated team-member technical skill
Troubleshoot application issues focused on superior customer service delivery,
Service Delivery, Quality Control and provided correction plans as needed
Healthcare field, MedHost, eClinical Works etc.
Worked different queues and assisted with all technical issues inhouse
Respond to escalation calls, continuous communication to improve service
MS Office: Troubleshoot over all issues and problems with related applications
IT documentation – Knowledge Base articles creation and modification.
Onboardings and offboarding’s of all sorts (applications)
Active Directory & Exchange Mailbox configurations
Exceptional customer service & training skills
PepsiCo Plano, TX 03/16 – 10/17
Technical Infrastructure Analyst
Troubleshoot Network connectivity issues: TCP/ IP, DHCP, DNS, & WINS.
MS Office Support: Ownership of all issues and problems with related applications.
Mobile Admin: Blackberry, Android, iPhone, Exchange ActiveSync.
Mobile Device Management: AirWatch, all related issues
Active Directory & Exchange Mailbox configuration, setup, and troubleshooting.
Desktop Admin: Laptops Desktop, Servers, & Routers.
IT documentation – Knowledge Base articles creation and modification.
MS Office 365 migration
Major incident management
Work closely with other IT departments on assigned projects Dev, Infra, Project Mgmt
CDI Corp/FedEx Plano, TX / Durham, NC 04/14 – 04/15
Business Application Analyst
Inbound and outbound service calls
Screen tickets and assign to the appropriate departments
Avaya 6400, 9600 series & Softphone Support, Avaya Proxy Server support.
Laptop, Desktop, Thin Client configuration, setup, and troubleshooting.
Create or modify process documentation for all related IT\Communication issues.
As400 mainframe command line execution for FedEx Ground
Work and track the progress of tickets to ensure SLA
FedEx application support for line of business (Web Apps in IE, Chrome, FireFox)
Fujitsu/TJX Richardson, TX 07/13 – 03/14
HR Application Support / Bilingual Service Desk
Intensive application training for all HR applications
Responded to service request regarding data servers
Support store and corporate personnel with HR application
HR application Support: Oracle E-Business, Kronos, and TMS
Cross trained in Store operations and all related store issues such as POS
Assist and support users by troubleshooting and diagnosing network related issues
Support Team – Assist all Techs Onsite with technical issues
Setup & Configuration of TJX chain Stores for Hardware & Software Testing
Prepared test plans and data, along with user documentation for customer billing system
Assisted Spanish speaking techs and management personnel
Rent-A-Center Plano, TX 1/11 – 06/13
Loss Prevention Specialist
Office administration
Help stores relocate by contacting contractors, alarm, and safe companies
Keep record of all alarm cases, and update data in MS Access
Send Cancelation letters to alarm companies and venders
Contact alarm companies in Mexico to establish service for more than 60 Stored in Mexico
Translate Word, Excel, and PowerPoint documents to Spanish for LP team
Provide support for CCTV system and store operations and any loss prevention related issue
Troubleshoot close circuit TV connectivity issues, verify all settings, and configure
Assisted stores and LP Directors with audit issues
Retrieve and provide video surveillance footage to LP managers and Detectives
References: Upon Request
Contact this candidate