Service Desk Systems Analyst
Resume:
FRANKY ACABEO
***** *. ******* *** *** #**, Tampa, Florida 33613
H: 813-***-**** Email: *********@*****.***
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