ANDREW MATTAR

305-***-**** adbilz@r.postjobfree.com Miami, FL 33186

TECHNICAL SKILLS

ITIL, Active Sync, Microsoft Suite including O365, Google Suite, Lotus Notes, Windows Server 2003 & 2008 R2, Citrix, Track-It, SNOW, Heat, Remedy, HPSM & Service Now, Connect Wise, Blackberry, iPhone & iPad, iMac & MacBook Pro, Windows 2000, XP, Vista, 7, 8 & 10, Norton, MacAfee & Sophos Pc Anywhere, USMT, Junos Pulse, VNC, GotoAssist & Bomgar, Active Directory 2003, 2008 & R2, Multimedia & Video Conference (Tandberg), Airwatch Agent Mdm, DNS/WINS/DHCP, Symantec Ghost Clone Zilla & SCCM, TCP/IP, LAN/WAN, Exchange Mail and Adobe Acrobat,

CERTIFICATIONS

CompTIA+

CompTIA Network+

Configuring Windows Active Directory 2008

PROFESSIONAL EXPERIENCE

Nutech Inc, Wynwood, FL (Perm Position) Feb 2019- Aug 2019

Help Desk Specialist

Interacted with customers remotely to troubleshoot any Windows Desktop or MacBook Pro Issues

Communicated with our sysadmins using Slack and zoom for weekly meetings

Managed the IT of multiple companies across different industries including: medical, pharmaceutical, law, landscaping, airline, as well as the car industry.

Used ConnectWise Service Ticket & Management Tool to communicate with clients efficiently and on time.

Used Labtech Remote Monitoring and Management Software to effectively troubleshoot a wide range of issues remotely with clients

Communicated with onsite technicians and, traveled to onsite localization across Miami to resolve physical issues with customers

Utilized the Microsoft Office 365 administration portal to effectively manage the organization's systems and, to establish security settings for the organizations

Managed users in the organization using Microsoft active directory and exchange servers as well as basic group policy

Oversaw organizations with hybrid systems of both thin and thick client and utilized Citrix management console to fix issues connection issues users were having

Managed WiFi and VPN Networks using Cisco Meraki remote management portal

As a backup we used Jamf to RDP and resolve issues to the Apple Clients

For imaging, we used WDS

Popular Bank, Miami Lakes, FL (Contract to Perm Job)

Technician Support Analyst Jan 2019 -- Jan 2019

Offer support for a variety of issues as well as Password resets, unlocked AD/SAP/Host ID accounts

Pushed license applications via RDP to those were local and connected to vpn

Handled between 40-70 calls a day within a 10000 employee environment

Contact vendors like Diebold or Sentinel to handle ATM Problems

Florida, Power & Light, Doral, FL (Contract Job)

Help Desk Technician April 2018 – September 2018

Provide Break-fix support to a variety of Apple, Windows 7, Windows 10 end-users including remote software troubleshooting, password resets, minimal hardware troubleshooting, printer setup, and RSA account creation, maintenance, and installation via telephone and e-mail

Communicated on slack with the team and our sysadmins if a outage arise

Handle around 50-70 calls a day but working within a 50,000 employee environment

Push applications from CSE Client, SCCM to multiple users at a time

Created Distribution email groups, shared mailboxes using Power shell

Supply remote support for out in the field or local within the office users using Team Viewer, Goto-assist, IBM Big Fix Tivoli or Jamf

Restarted, powered off or powered on offshore user’s VDI’s via VMware sphere

Offered Support to Frozen Citrix sessions using Management Consoles

Carnival Cruise Lines, Doral, FL (Contract Job)

Field Engineer July 2017 –Feb 2018

Supported C-level executives in a corporate environment with either Windows 7, 10 or Mac OS

Field incoming help requests from end users via both telephone and work orders in a courteous manner

Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue along with the datacenter support team

Provided support for Windows 10 roll out projects regarding those departments who received approval

Build rapport and elicit problem details from help desk between 150**-***** users

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

Identify and learn appropriate software and hardware used and supported by the organization.

Perform Break-fix at the desktop or Mac OS level, including installing, upgrading software, implementing file backups, configuring systems, applications through SCCM or Jamf

Perform post-resolution follow-ups to help requests

Develop help sheets and knowledge base articles for end users

Holy Cross Hospital, Ft Lauderdale, FL (Contract Job)

Imaging Technician April 2017 - July2017

Windows 10 Deployment/Data Migration using Dell tools & SCCM for 5000-7500 users

Desktop/Laptop/Monitor Refresh/O365 Migration

Legacy equipment post-deployment activities may include capturing info and re-boxing

Updating spreadsheets or online tool for accurate reporting

Unboxing new equipment, and onsite trash removal

Miscellaneous deployment-related tasks, including working in cooperation of the ongoing efforts for the GroupWise to Exchange migration

GE, Miami, FL (Contract Job)

Desktop Support Specialist Dec 2016 – March 2017

Supported C-level executives in a corporate environment

Responsible for repairing & maintaining all laptops, PCs, printers, scanners, faxes & Mac Book pro’s

Desktop/Laptop/Monitor Refresh using SCCM for 100**-***** users

Support and troubleshoot Dell desktops, laptop and apple machines

Analyze and troubleshoot issues to determine if other level 2 teams such as Network, Server or Security need to be engaged in solution

Prioritize support calls using Service now

Monitor and proceeded remote support using Jamf for apple devices.

Reset passwords and add users to the domain using Active Directory

NORWEGIAN CRUISE LINES, Doral, FL (Contract Job)

Desktop Support Technician Mar 2016 – Sep 2016

Supported C-level executives in a corporate environment

Assisted users who were converted from Windows 7 to Windows 10

Receive and respond to incoming calls, emails, and /or work-related tickets regarding desktop and laptop problems

Pushed Applications from SCCM to about 150**-***** users

Provide installation, configuration, ongoing usability of desktop computers, laptops, printers, BlackBerry’s, peripheral equipment and software within established standards and guidelines

Analyze and troubleshoot issues to determine if other level 2 teams such as Network, Server or Security need to be engaged in solution

Troubleshoot, document, and establish connectivity with Junos Pulse, Pulse Secure or Cisco Any Connect for each laptop or home agents

ROYAL CARIBBEAN INTERNATIONAL, Miramar, FL (Contract Job)

Desktop Support Specialist Oct 2015 – Dec 2015

Supported C-level executives in a corporate environment

Migrated over 1000 users from Lotus Notes to Office 365

Assisted end users through service desk tickets using Remedy, phone calls & instant message

Configured User’s iPhones and Androids by using Airwatch Agent Mdm

Configured user’s iMac and MacBook pro’s email’s but also helped recover lost archived folders or documents

PWC, Brickell, FL (Contract Job)

Deskside Technician Jun 2015 – Aug 2015

Supported C-level executives in a corporate environment

Assisted end users through service desk tickets, walk-ups, phone calls, instant message and desk side

Prepared new hire laptops which consisted of configuring Lotus Notes, installing Citrix Receiver, configuring certificates for wireless access, setting homepage, power options, adding/setting default printer and setting up laptops at workstations

Repaired Dell, HP and Lenovo laptops

Maintain reliable “Hot Spare” Laptop systems

Managed mass lease replacements which included receiving up to 200 laptops from distributor and coordinated replacements with end users

SPRINT, Miami, FL (Contract Job)

Field Technician Apr 2015 – Jun 2015

Provide technical support on operational or maintenance aspects of system equipment such as, Wyse Thin Clients, Signature Capture Devices, Receipt Printers, Net gear & Aruba Router

Performed remote, on-site, in-house servicing and repaired Sprint’s products

SYSCO, Medley, FL (Contract Job)

Field System Administrator Jan 2014 – Feb 2015

Supported C-level executives in a corporate environment

Prioritize support calls using Remedy Ticketing System

Responsible for repairing & maintaining all laptops, PCs, printers, scanners, faxes, Mac Book pro’s and revising the datacenter of which machine are still active

Troubleshooting/updating all software as well as onsite training for employees & customers utilizing their online ordering system; SyscoMarket/eSysco

Assist users in resolving common issues associated with their moves such as: unlock user accounts, reset passwords, map network/share drives & map network printers

Maintain reliable “Hot Spare” Laptop/Desktop systems

Dispose of old computer equipment utilizing approved vendors in compliance with environmentally friendly recycling processes

Ensure anti-virus and patch compliance updates are maintained at the most current levels

UNIVISION, Doral, FL (Contract Job)

PC Desktop Technician Jul 2013 – Dec 2013

Supported C-level executives in a corporate environment

Performed new installations of Windows 7 by re-imaging and joining to the domain of new OOB Dell 9010s, 990s and 980s Desktops; E6420s and E6430s series Notebooks

Performed migration from Windows XP to Windows 7 of existing end user’s workstations/laptops by retrieving their data utilizing the Scanstate.exe in the USMT and transferring the data to the new machine utilizing the Loadstate.exe in the USMT

Perform the re-imaging by booting from a USB drive already configured with desired image containing Microsoft Windows 7 Professional 64-bit OS with Microsoft Office 2007 Professional and other programs and applications such as: Video and Sound editing software.

Assist in the deployment of Cisco VoIP phones 7965s and 7962s and configure their lines

Assist users in resolving common issues associated with their moves such as: unlock user accounts, reset passwords, map network/share drives, map network printers, and upon verification with network and security team enable user accounts in AD

AVMED, Miami, FL (Contract Job)

Desktop Support Technician Jun 2013 – Jul 2013

Windows 7 Deployment/Data Migration using Dell tools

Desktop/Laptop/Monitor Refresh

Legacy equipment post-deployment activities may include capturing info and re-boxing

Updating spreadsheets or online tool for accurate reporting

Unboxing new equipment, and onsite trash removal

Miscellaneous deployment-related tasks, including working in cooperation of the ongoing efforts for the GroupWise to Exchange migration

OCEAN BANK, Miami, FL (Contract Job)

Desktop Support Technician Aug 2012 – June 2013

Reimaged and Sysprep Multiple Windows 7 Professional computers

Backed up users documents along with their profile

Removed Hard drives and Memory sticks to those PC’s who are not active anymore

Resolved technical User problems

Maintained Dell Computers

Reset passwords and add users to the domain using Active Directory

Windows XP to Windows 7 Migration

Recover Microsoft Outlook Archive files

JACKSON MEMORIAL HOSPITAL, Miami, FL (Contract Job)

FL Desktop Support Technician Jul 2012 – Aug 2012

Reimage Desktop and Laptops using Ghost

Joined well over 500 users and computers to the domain

Diagnose and resolve technical user problems

Maintained Dell computers, and Windows XP to Windows 7 Migration

BLACK BOX NETWORK SERVICES, Miami, FL (Contract Job)

Desktop Support Technician Jan 2012 – Feb 2012

Diagnose and resolve technical user problems

Reset Users passwords using Active Directory

Enter tickets into the system using Heat, Track-It and Remedy

AMERICAN GENERATORS, Doral, FL (Contract Job)

Desktop Support Technician Jan 2011 – Dec 2011

Support and troubleshoot Dell desktops and laptops

Keep a written report of my daily tasks

Clean up and organize rooms that haven’t been occupied for work

ALIENWARE, Miami, FL (Perm Job)

Desktop Support Technician Aug 2007 – Oct 2009

Assembled and built desktops, laptops, DVDs, and servers daily

Read schematics and block diagrams to pinpoint problems and issues

Created documented test procedures and scripts

FLORIDA CAREER COLLEGE, Miami, FL (Perm Job)

IT Support Technician Sept 2005 – Aug 2007

Assisted the IT coordinator to fix, support and upgrade over 1000 staff and student stations

Assisted students and faculty with hardware and software malfunctions in a high call volume environment

Explained malfunctions to non-technical students and faculty in a concise manner

Assembled, maintained and rewired network cables for classrooms and offices

Troubleshoot switches and routers as well as set up security proxies for the firewall

Maintained and upgraded software and hardware for several stations using secure password and remote access to users

EDUCATION

FLORIDA CAREER COLLEGE, Miami, FL

Associates of Science Degree, Computer Network Engineer

Contact this candidate