Desktop Support Information Security
Resume:
Luis Sandoval
Pinellas Park, FL
OBJECTIVE:
To obtain employment with a company that offers a positive atmosphere to learn and implement new skills and technologies for the betterment of the organization
SUMMARY:
I am interested in obtaining a position in System Administration/Desktop support in a challenging environment that focuses on fostering internal growth for advancement to both employee and organization. Bilingual (English/Spanish)
TECHNICAL SKILLS:
Able to obtain DoD clearance within 12 months of employment
Excellent verbal and written communications skills with global executives and technical teams.
Experience with Gmail G-Suite and Google Docs
Knowledge and understanding of security risks and best practices
Installation, maintenance and management of client/desktop operating systems (Microsoft Office programs, Windows Operating Systems, 7, 10) And MobileIron
Active Directory and Windows Server knowledge (installation and support)
Experience with Microsoft Exchange
Experience with Solarwinds including CA Service Desk ticketing system
Remote Access clients Citrix and Cisco
Polycom and Google Hangouts Meets video conferencing system
McAfee antivirus and Drive Encryption software
WORK EXPERIENCE:
Senior Desktop Support Analyst Nov2014 – Sep2019
Consolidated Information Solutions (contractor for Transitions Optical Inc.)
Provided Tier II and Tier III support to local and global users (5000+ users)
Purchased and setup all mobile devices for users
Completed project upgrading all PCs to Windows 10
Repaired all Dell Production machines, desktops, laptops and tablets
Migrated existing printers to new Print Server, Windows Server 2016
Experience troubleshooting MS Office 365
Deploy new PCs to onboarding and existing users including remote users who use VPN
Was responsible for 2 other techs supporting entire manufacturing plant of 500+ users
Performed network administration functions, setup network user accounts, managed company-wide access through security groups as well as group policies and reset passwords in Active Directory
Support Global Leadership Team with proven customer service including Non-Technical audience
Experience in CA Service Desk ticketing system which provides tracking and assigns to proper teams
Completed incidents/requests within required timeframe of SLA
Complete different projects related to moving Data Center (user share moves, new print server setup, etc.)
Lead person on security encryption project with McAfee Drive Encryption to all End Users
Senior Help Desk Support Oct2013 – Nov2014
Dex Imaging Inc.
Remote desktop support for all MFP copier/scanner/printer Konica Minolta, Canon and Kyocera
Listen on incoming calls to better support our clients
Trained new employees coming to our department
Assist in writing new procedures for troubleshooting printers/scanners/fax
Created folders via RDP for clients to scan secure documents to proper systems.
Dispatch local tech if issue cannot be resolved remotely
Documented and tracked all service tickets using proprietary software
Information Security Access Analyst April 2012 – Oct 2013
Raymond James Financial
Daily responsibilities include security monitoring of all access granted
Familiar with CA Service Desk Management and Service Desk Catalog
Granting pertinent access and troubleshooting access issues
Escalated issues to proper tier level support
Maintained 96% ticket resolution rate within proper SLA
Working with different departments on various applications for securing access and quality assurance
Removing all access for SQL and Oracle Databases and granting/removing access to various applications
Responsible to monitor all incoming emails and assign to proper
Lead person in testing new applications for Raymond James
ECM Tech Support August 2011 – April 2012
Raymond James Financial
Supported desktops and workstations for Equity Capital Markets department
Research and responds to various requests for equipment malfunctions
Knowledge in Financial concepts, practices and procedures within Raymond James Financial
Sales Associate/Assistant Store Manager March 2001 – October 2010
Hess Corporation, Pinellas Park, FL
Duties include daily paperwork such as sales reports, profit and loss control audits
Create schedule for the employees, order groceries for the store as well as supplies needed for daily operation while supervising five to ten employees
Maintaining inventory and ordering merchandise for entire store
EDUCATION:
ITT Technical Institute, Saint Petersburg, FL Graduated: September 2010 3.98 GPA
Associate of Science – Computer Networking Systems/ Information Technology
Bachelor’s Degree – Information Security Systems Graduated: June 2012 3.86 GPA
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