Service Desk Engineer
Resume:
MIGUEL A. MONRROY
*********@*******.***
OBJECTIVE
My goal is to be a part of a company that values their employees and provides training that will benefit the company. I enjoy working with others and I can make friends quickly. I want to be part of a positive environment where people have similar goals.
SKILLS
Bi-lingual
ITIL Certified
A+ certification in progress
REFERENCES
DEAN GEORGIOUS
KEVIN BEHUNIN
ROBERT RAMOS
GURNEEM KAUR
TOM ACHILLE
ROXANE ESTES
MAYRA ANDRADE-GOSSET
EXPERIENCE
SERVICE DESK ENGINEER/ WILLIAM MORRIS ENDEAVOR
Feb 2020 to present
At WME Beverly Hills, I provided local support to many talent agents. I also work from home until the pandemic is under control. My role as a service Desk Engineer requires me to have a vast knowledge of troubleshooting in a fast-paced environment while meeting SLAs. Supported software and hardware includes Mac. Microsoft Windows 7, Windows 10 desktops and laptops. Microsoft Office 2010, 2013 and 2016 productivity software. Microsoft Active Directory, Exchange Server and Windows Server. Mobile phone devices (iOS, Android). Cisco AnyConnect VPN Configuration and Administration. Mac OSX installation and configuration as well as Office for Mac. Enterprise experience in deploying, managing and supporting macOS and iOS platforms. Administration of macOS within JAMF Pro including mass deployment of software, configuration and modular imaging. VPP, DEP, MDM and APNS technologies. Ability to triage all Apple ecosystem hardware. Various printers, scanners, some fax services. Polycom Video Conferencing Administration. Enterprise Level AV Administration and Support. Enterprise Level Backup Systems and Support. Exposure to Telecoms systems such as Avaya, Cisco, and Shoretel. Administer Windows user accounts in Active Directory. Set up and support mobile devices. Set up and support desktop telecommunications terminals (phones, voicemail services and inbound routing). Perform basic server administration (power cycle, troubleshooting connectivity issues). Manage the network connectivity (patch cables, switch and router infrastructure). Ensure a high degree of information security through password controls, prompt termination and activation of users etc. Support internally developed software suite, including assisting in QA process. Manage and maintain Anti-Virus Endpoint Estate
SERVICE DESK ANALYST/DOLE PACKAGED FOODS
Feb 2015 to Feb 2020
At Dole I provide deskside and remote support to over 1000 employees. We support the U.S including Canada, France, Philippines, and soon Mexico. My roles in the service desk are as follows:
Support Windows 10 and Mac environment, iPhone mobile users, Office 365 applications, SAP and A.D account support, Service-Now development and ticket management, New hire training, AV support using Zoom, Dell hardware support, Ordering equipment such as laptops and iPhones, Assign extensions and direct lines using Avaya, ITIL certified, A+ cert in progress, 24/7 on-call support, and more.
CAMPUS ADMINISTRATOR/WESTWOOD COLLEGE L.A
Sep 2009 to Feb 2015
I Managed a team of two or three people. The employees were students getting experience on the job until the day of graduation. My job was to maintain a secure a student network and a staff network. I worked on various projects weekly, depending on what the main campus was working on. I was in charge of all A.D accounts for the students and staff. Every end of the term I would create custom Images for each class and deploy them using Norton Ghost. I managed a render farm, two print servers, two A.D servers and two License servers. I was also in charge of managing a 250k yearly budget and more.
FREELANCE I.T SERVICES/MM-TECHSERVICES
2013 to present
Manage small business networks and backups
On-site or remote support to local small companies
Update security as needed
Currently designing my own website
EDUCATION
BACHELOR’S IN COMPUTER SCIENCE AND ENGINEERING
L.A Valley College to UCLA
Jan 2020 to present
BACHELOR’S DEGREE IN NETWORK MANAGEMENT
Westwood College
2005 to 2008
VOLUNTEER EXPERIENCE OR LEADERSHIP
I work very well with others and individually. I love to volunteer at the Ventura county food share in my spare time. I have also volunteered at the Ventura County Mission.
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