Desktop Support Customer Care
Resume:
Hector Ortiz
Lan Administrator / Senior Application Programmer
Carr. 2 Km:93 H1 INT Bo. Membrillo-JCN Camuy, PR 00627
*********@*******.***
IT professional with over (13) thirteen years of experience in the analysis, design, development,
implementation and maintenance of networks, POS, desktops and server systems. Skilled in
developing SOP, security specs and troubleshooting system and software errors, software integration and support to users. Bilingual in writing and speaking, great communication and group work skills, ability to work under pressure, responsible, fast learner, hard worker and willing to learn. Eager to start a new challenging opportunity.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Desktop Support Technician
WORLDNET TELECOMMUNICATIONS - Guaynabo, PR
May 2019 to Present
Perform software installation, system hardware/software configuring and troubleshooting for PC repairs to best of knowledge. Perform basic diagnostic testing of all PC equipment and laptops. Handle all Windows based issues including installation/upgrading/troubleshooting various OS issues, virus and network related incidents. Analyze and provide solutions to issues presented by customers in a professional manner. Follow up on all the tickets that are open until you find the definitive solution to the problem to document how it was solved and thus proceed to close it.
Independent Consultant
Personal Residence - San Juan, PR
May 2018 to May 2019
Strengthening the IT infrastructure through to implementing new technologies on any of my clients.
Hardware and software installation, maintenance and repair of PC's and Servers.
Performing routine audits of systems and software in order to correct errors prior they appear.
Strengthening the IT infrastructure through the configuration of company’s policies.
Recommending and implementing improvements and efficiencies on PC's, Servers, switches, routers, security policies, etc.
Having excellent time management, confidentiality & communication skills.
Make upgrades to servers from Windows 2008 to Windows 2012 and 2016 and associated backup routines.
Do software installation/upgrades/configuration and provide solution for new software
implementation in case that the software is obsolete or does not comply with the company's policy.
Strong troubleshooting skills when equipment fails to connect to a LAN.
Creates and maintaining documentation for servers, PC's and network architectures.
Improved network security by upgrading the system, applying patches, policies and vigilant monitoring.
Analyze and provide a solution to issues presented by customers in a professional manner.
Lan Administrator
Tropical Casino Bayamon - Bayamón, PR
December 2016 to February 2018
Perform operation and support tasks such as system monitoring, server and appliance availability, completion of systems scheduled jobs, prepare and configure backups, security monitoring to identify any possible intrusions, user support, investigate, troubleshoot issues, computer repair, hardware and software installation, maintain server and network documentation. Manage a team of 13 employees including the technical staff.
Lan Administrator
Hotel Gran Melia PR - Río Grande, PR
December 2003 to December 2016
Server system supporting 600 users by providing network administration, mail server administration (MS Exchange 2003), software installation, system hardware/software configuring and troubleshooting, network auditing procedures, system backups, capacity planning and preventive maintenance as: operating system updates, antivirus, spyware, malware, spam updates and system enhancement. Provide user operational support at any time using remote support tools and recommendations for the optimal functionality of the systems. Manage 1 network technician. Over saw budgeting and procurement of network equipment. Recognize for quickly troubleshooting and offering effective low-cost solution to meet requirements of minimal operating budget. Introduced new point of sale (POS)
system for the hotel's restaurants. Instituted a new network wireless infrastructure that improves the speed of the internet in 621 rooms including the public areas of the hotel.
Education
Bachelor's in Industrial Engineering
Polytechnic University of PR - San Juan, PR
August 1990 to July 1997
Skills
Windows Server 2016 (2 years), Windows Server 2008 (6 years), Microsoft Exchange (9 years),
LAN Administration (10+ years), MS OFFICE 2000 - 2019 (10+ years), Adobe Photoshop (2 years), Terminal Server Installation (3 years), WORDPERFECT (5 years), VISUAL BASIC 6 (5 years), VPN Connections (10+ years), Active Directory (10+ years), Windows XP - 10 (10+ years), Technical Support (10+ years), Windows (10+ years), Customer Service (8 years), Networking (8 years), Security (6 years), VMware (3 years), MAC (1 year), Strong Troubleshooting Skills (10+ years), Citrix Server Administration (8 years), TCP/IP, DNS, SMTP, SNMP, VPN, 802.11b/g/n (10+ years), Spiceworks Ticketing System (1 year), Avaya IP Office 500V2 (1 year), Basic Fortinet Administration (1 year), Veritas Backup Exec (1 year), Ubiquity Switches (1 year), Cisco Switches (10+ years), Cisco AP (8 years), TeamViewer (4 years), Windows 7, Microsoft Office, LAN, access.
Certifications/Licenses
Microsoft Certified Professional (MCP)
July 1998 to 2002
Train the Trainer Seminar
May 2004 to May 2005
Assessments
Technical Support — Proficient
July 2019
Applying protocols to identify errors and solutions in order to maintain system function.
Full results: https://share.indeedassessments.com/share_assignment/efg3k6m-ard34zrs
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
I have enough practice that has allowed me to learn from my mistakes, so my hiring decision would be a cost effective because it minimizes the risks and high costs of errors in processes of quality service and customer care.
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