Desktop Support Engineer
Resume:
William Figueroa
Bellevue, NE 68005
*******.********@***.***
PROFESSIONAL SUMMARY
Over 12 years’ experience in the Information Systems field
Nine years experience in the military hospital community
Nine years experience with the military health care system
Nine years experience implementing electronic medical record software/hardware in a Windows based system
Nine years experience with ITIL Best Practices
Eight years experience implementing systems diagnostic and maintenance tools.
Eight years as a senior customer technical analysts and Windows systems administrator.
Over 12 years’ experience repairing PC’s and Printers.
Over 15 years’ experience setting up conference equipment/Audio and Video.
Over 12 years’ working in a Windows environment.
Over 6 years’ working in a Mac environment
3 Years VDI
TECHNICAL SKILLS
Software suites to include: Remedy, Service Now, Microsoft Office (all the latest versions), HEAT, Skype for Business, Lync, GNAV Pro, PUTTY, Norton Utilities, Symantec Antivirus, McAfee Host Based Security, VM, Norton Ghost, VISIO, TracIt, VMware, LanDesk, Shortel Phone System, Ivanti service desk, and Mitel Engage.
A strong knowledge of Windows based computers and Servers: to include, DOS, Windows 3.1/95/98/NT/2000/XP through Win 10, Windows Server 2000/2003, Active Directory, Group Policy Management.
Remote tools: Dameware, Lan Desk, PC Anywhere and Windows remote tools.
Printers: HP, Dells and LexMark. From desktop to floor models.
Hardware: Up to date on all Dell products to include All In Ones, Laptops and Towers. Also experience with Microsoft Surface Pros and Surface Books.
EXPERIENCE
2/2020 – Present SAIC/Offutt AFB
Bellevue, NE
EITaaS Field Service Technician
• Answer calls and resolve issues over the phone and via remote access. If local
issue, desk side support.
• Install software as needed via remote or at PC and reimage PC’s.
• Roll outs.
4/2013 – 2/2020 Metropolitan Community College
Omaha, NE
IT SPECIALIST I
Answer calls and resolve issues over the phone and via remote access. If local issue, desk side support.
Install software as needed via remote or at PC,s.
Repair printer issues and AV issues.
6/2012 – 5/2013 Unisys Corp.
New York, NY
Field Tech for Dell/Unisys Corp
Repair PC’s and Laptops, as needed in the eastern NE and western IA districts.
2/2012 – 4 - 12 Net View INC
Charlotte, NC
Field Tech for US Bank
Repaired PC’s, Laptops, Printers, and Network equipment as needed in the eastern NE, south eastern SD and western IA districts.
5/2008 – 11/2011 KT Consulting INC
OFFUTT (AFB), NE
Systems Specialist/Desktop Support for Ehrling Bergquist Clinic, Offutt AFB
Systems Administrator Perform routine maintenance on all three of those servers and the Blade servers, consisting of backups, installs, patches, and upgrades. Replace hardware as needed on said servers.
Provide technical support to all DOD hospital employees and help the IT department in the uninstall/re-install process of all three applications.
Trouble-shoot all problems that may arise over the phone and via remote access (software and hardware, PC and printer) and instruct when needed with AHLTA.
Create user accounts in CHCS, AHLTA, DII and CCE.
Create user accounts in Active Directory.
8/2006 – 5/2008 Tek Systems
West Point, NY
CCE Systems Specialist and Systems Admin/Desktop Support
Systems administrator for SNPMIS and CCE, AHLTA specialist and desktop engineer.
Provided technical support to all DoD hospital employees and assisted IT department in the uninstall/re-install process of AHLTA.
Trouble-shoot all problems that may arise over the phone and via remote access and instruct when needed with AHLTA.
Create user accounts on CHCS, Snare Works AHLTA, SNPMIS and CCE.
Trouble shoot printer and scanner problems, PC hardware/software issues, administer active directory and run backups which also includes ACRONIS backups.
8/2004- 7/2006 Unisys Corp/DoD
Reston, VA
CHCS II/AHLTA Implementation Team Site Technical Lead/Desktop Support
Planned, developed, implemented, and managed all personnel and resources related to the technical aspects of the AHLTA project.
Briefed hospital management on issues and progress.
Trained information technology staff on operation and support of the application and assisted them with the transition process.
Developed site-specific AHLTA software loading and testing deployment plans for each site and assisted the site in creating a solid image of the AHLTA client software in preparation for End User Device (EUD) Testing.
Configured the software package for site-specific installation with their network and firewall protocols.
8/2004 – 8/2004 E-Source Technologies/DoD
Upper Marlboro, MD
Software/ Systems Tech. and Desktop Engineer
Provided technical support to all DOD hospital employees in person, over the phone and via remote access.
Trained the IMD department so that they can take over the technical support role for the Clinical Health Care System II (CHCS II) deployment.
12/2004 – 8/2004 CGS INC/IBM
New York City, NY
EUD installer and IA
Install Provider Gui and Clinical Health Care System II (CHCSII) software via network or at workstation.
Provide over the shoulder training to providers and techs.
EDUCATION
A.S., Computer Information Technology – Johnson College, Scranton, PA, 2002
TRAINING
A+ certified (COMP001011009751 21/Sept/2009)
Current Dell Certified Technician
Current HP Certified Technician
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