Technical Support It Infrastructure
Resume:
Edward V Mendez
Yucaipa, CA 92399
***********@*****.***
OBJECTIVE:
To secure a position in the technical field where I can implement my proven technical skills in maintaining, upgrading, configuring, and troubleshooting various computing hardware, software, and network equipment.
SKILL SET:
Experienced in Windows 10/11
Active Directory
Remote Support using LogMeIn/DameWare
MS Office Professional / 365
Ticketing System: Cherwell / ServiceNow
Outlook Exchange
PC Imaging utilizing SCCM Server/Client
Avaya IP Phones / Softphone
VPN: Global Protect / Symantec VIP / RSA
Encryption: BitLocker / PGP
EMPLOYMENT:
Charter Communications (Spectrum)
May 2016 – August 2024
IT Technical Specialist II
Monitored, routed, followed up and resolved trouble tickets utilizing Cherwell ticketing system.
Resolved, troubleshooted, repaired desktop/laptop issues regarding hardware, software, and network issues.
Engaged in onboarding/offboarding procedures for employee assigned/collection of hardware / VPN access.
Responsible for configuring mobile devices to sync with exchange and domain access via VPN.
Maintained and managed Xerox MFP in troubleshooting, programming access and restrictions.
Utilized Active Directory to manage user accounts
I updated CMDB inventory system with changes to local inventory on a monthly basis.
Test new hardware/software as instructed by corporate IT or management.
Image/reimage PC’s as needed utilizing SCCM server/client process.
Bi-weekly on-call rotation for call center outages or other emergencies.
Time Warner Cable, San Gabriel Valley, CA
August 2006 – May 2016
IT Technician II
Provided technical support with troubleshooting technical issues with computers, peripherals, printers, telecom equipment and network equipment to support 500 employees across a geographical area.
Managed projects varying in equipment rollouts, network upgrades, software upgrades and domain changes.
Provided technical support to various departments including field techs, cable stores, enterprise sales, etc.
Maintained phone switch/POTS in support of telephone system and equipment.
Performed weekly helpdesk duties to assist with high-volume inbound calls.
Adelphia Communications, Ontario, CA
October 2001 – July 2006
PC Analyst
Perform daily repairs and troubleshooting of PC’s in a call center environment.
Ran the local IT helpdesk utilizing MS Access and Outlook to assign tickets accordingly.
Maintained inventory of all hardware and updated database.
Utilized Dell utility software to monitor system updates and inventory.
Assisted with assigning and managing phone issues.
EDUCATION:
University of Phoenix, Ontario, CA
Graduated 2010
Major: Information Technology
Bachelor of Science
Computer Education Institute, Pomona, CA
Graduated 2001
Major: PC Repair & Networking
Certificate
CERTIFICATIONS:
A+ Certified Technician
Microsoft Certified Professional
HP Self Maintainer Certified
References: Available upon request.
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