José Luis Alicea
**** ******* **** **. *******, FL34787
Mobile: 727-***-**** / E-mail: firstname.lastname@example.org
Guaranteed to: provide excellent service, obtain optimum solutions and maximize ROI.
Information System / Technical Support
IT Specialist / System Desk Engineer / Help Desk Tier II & III
Summary of Qualifications:
Offer 10+ years of experience administering different platforms, networks and servers in multisite operations with many users and complex issues.
Extraordinary Customer Service skills creating excellent relations with internal and external clients. Experience managing users with or without technical knowledge.
Fully Bilingual in English and Spanish with experience delivering workshops and presentations to a diverse audience from employees to senior managers; experience writing SOP’s in both languages.
Steel Projects, Corp. August 2018 – Oct. 2019
Help Desk Support and Trainer
Create service requests in a timely manner with thoroughness, attention to detail and a high level of customer services/satisfaction while providing customers updates throughout the process.
Remotely diagnose systems and assist US and International users with their software needs.
Perform remotely new systems installation and trainings.
Use of Window Office Suite and Management of Windows O/S Workstations and Server platforms.
Travel to different customer sites to assist with their training needs, most of the times with the Ficep Field Tech.
Follow up with the sales department for customers new software requirements.
Hospital Corporation of America Oct. 2017 – August 2018
Data Center Specialist
Monitor, maintain, configures and support multiples platforms and server environments, including storage, network LAN/WAN equipment, workstations and peripherals to support hardware and software for IT&S clinical and business applications using Remedy Ticketing System. Servers upgrades with required hardware. Full data erasure of failed hard drives. Oversee vendors, manage projects.
Maintenance of assets, data integrity, cabling, power usage, and accurate inventory through use of CMDB. Use of MS Visio to create rack elevations.
Media management via Iron Mountain Secure Sync for vaulting; retrieving tapes and hard drive media as required. Confirms backup’s success in the tape library.
Deployment labeling of network, fiber and power cables according to procedures and plant maps.
Use of system tools such as BMC, DCIM and Site scan web applications to maintain alarms, HVAC, generators and environmental equipment.
Decommission, build, and install server racks. Perform system recovery and support services to a wide range of computer networks.
José Luis Alicea Page 2
Ultra-Electronics Forensic Technology Apr. 2013 – August 2017
Global System Support Specialist
Remotely diagnose systems (Windows Workgroups or Domains) with input from the customer.
Maintain Active Directory Organizational Units.
Create and maintain Windows workgroup or domains as per country policies and Windows versions (Windows NT up to Windows 2012 server)
Perform new systems installation.
Remotely assist Field Technicians with fault diagnosis and system recertification.
Create service requests in a timely manner with thoroughness, attention to detail and a high level of customer services/satisfaction while providing customers updates throughout the process. (Front Range ITSM)
Coordinate paperwork process with Production/Field - Services/Logistics to ensure work orders comply with customs requirement for International Countries.
Performed System migrations in domains or work groups.
Participate in the ISO 9001 compliance company certification.
Nominated for the 2017 President’s Award for Excellence in the category of Exceptional Customer Service.
RSM ROC & Company Dec. 2010 – March 2013
Administer and maintain Windows 2003 and Windows 2008 AD Servers, MS Exchange 2010, Desktop and laptops with Windows XP SP3, Vista Pro and Business and Windows 7 Pro and Enterprise for operations with 125 local users and 30+ users in the Caribbean with 100-120 tickets (Remedy ITSM) per month for Mc Donald’s.
Support company systems: transferring Virtual machines from VMware to Hyper-V, maintain servers, backups, prepare new client assessment, etc. Assist customer with system or network situations by phone, remote connection or visiting customer facilities With Microsoft or Apple environments. .
Created excellent relations with clients performing outstanding duties resulting in McDonalds request for work continuation. Collaborated in Windows 7 migration facing compatibility issues; developed several temporary solutions.
Met response time metrics, ticket closed and resolution time.
Education / Training
Turabo University, Gurabo, Puerto Rico BBA, Major in Management Information Systems
Axelos: Certified ITIL Foundation V3 Reg. ITIL/534161 (2014)
New Horizons Computer Learning Centers: Project Management Professional PMP (2010)
Microsoft Certifications: Microsoft Certified Professional, Lic 2933902 Microsoft Windows 2000 (2003)
ERC Training Institute: Microsoft Courses: 2153 Implementing MS Windows 2000 Network Infrastructure 2154-Implementing and Administering Windows 2000 Directory Services 2152-Implementing MS Window2000 Professional & Server (2003)