Desktop Support Engineer

Arnold Aguilar

**** ********** ****** **, *******, Tx. 77089

*******@*****.***, Phone: 832-***-****

Professional Summary

Experienced Professional with 20 years of practical experience in a variety of roles, including 12 years of Healthcare experience in a hospital environment, worked in the Oil Gas industry along with experience in supporting Corporate Financial institutions, and Aerospace as a System Administrator supporting flight operations for Boeing. I have a bachelor’s degree in Business Administration and Associate in Computer Systems Technology and years of experience needed to perform independently or in a team environment. Ability to work in a fast pace setting while learning the companies processes and procedures. I am highly educated having the ability to learn new skills to advance in any market. Having experience working in a corporate environment working with both high level executives and teams. When working on small or large projects I am very detailed in communicating either one on one or speaking to large groups. I perform at a high level with the energy to complete task on time not afraid to ask question or do the research needed to resolve complicated issue. I am looking for full time employment with benefits as most of my career I have been a consultant working as contract employee having no benefits.

Core Qualifications

Desktop Support Engineer

• Relationship building

• Team Collaboration

• Troubleshooting proficiency

• LAN/ WAN aptitude

• Corrective Action

• Possesses great customer service and analytical skills.

• Proficiency in PC Hardware, Software, Peripheral and Network applications.

• Created images both 32bit and 64 bit OS for windows 7 Enterprise and professional, and windows 8 & 10

• Experience with Apple OSX/iOS

• Imaging of laptops/desktop- Ghost, Land Disk, SCCM,

WinPE, Windows Deployment Services, Acronis software.

• Hardware Installation –Desktop and laptop dell, Lenovo, HP, Toshiba, thin clients, Wise Terminals, to list a few. All models of multi-function printers and fax devices from Dell, Lexmark, HP, and Cannon.

• Other Hardware: PDA, Android, IPhone and IPad.

• Support wireless configuration of wireless device.

• Perform break/fix

• Backup of client data

• Internet support both internal and external sites

• Application Support – Proprietary and non-proprietary

•Microsoft Dynamics SL

(Basic knowledge to support application)

• Supporting Google Apps for Business which includes Gmail, Google Drive, Google Hangouts, Google Calendar, and Google Docs where this was done using Google Admin console.

• Knowledge of TCP/IP and DNS protocols.

• Installing Cisco VPN client and configuring RSA encryption key for access and training users how to use both

• Knowledge of use with both command line and power shell commands.

• Knowledge of tools to provided Security using Symantec Endpoint Protection, Malware bytes, Bitloker Encryption.

• Knowledge of working with McAfee EPO to support encryption/decryption/mbr fix to recovery data or to perform a system repair.

• Use of ticketing systems: BMC, Remedy, Heat, Unicenter Service Desk (USD), Service Now.

• Use of Remote Desktop application: Windows Remote Desktop Connection, GoToAssist, Team Viewer, LogMeIn, Real VNC.

• Support of Workstation on wheels (WOWS in a hospital setting).

• Support of all Microsoft products past and current

Project Coordinator

• Superb time management skills

• Vendor sourcing

• Process Research

• Critical Thinking

• Document management

• Managing and training all team members.

• Completed spreadsheets for equipment inventory.

• Familiar with book-keeping software and basic accounting.

• Multi-tasking: Able to handle more than one project simultaneously.

• Documented and maintained reports on a daily basis regarding the projects assigned to various departments.

• Coordinated with the project supervisor in additional assignments and small projects.

• Change Management-For new system or testing of new software or Go Live project.

• Ability to motivate project members; set achievable objectives; maintain a positive outlook; take responsibility; make decisions; and provide constructive feedback.

• Know how to analyze and define a problem, evaluate alternatives, find a solution; and understand how and when to make a choice.

• Some Working projects preformed:

• In charge refresh from windows XP to Windows 7.

• Over saw the opening of new Hospital Clinics for Galveston County.

• Management of client site for all information technology needs and issues.

• Wrote operational guides to help perform routine and non- routine tasks on operating systems.

System Administrator

•Vendor sourcing

• Experience with Exchange Server 2003, 2007, 2010 & 2013/Office 365

(Supporting Office Products for each version)

• Experience setting up user accounts, resetting passwords, and deleting accounts using Active Directory (2003, 2008&r2 & 2012r2).

• Placing users and computers in the correct Organizational Unit (OU).

• Setting up user security and group policy.

• Perform system backup and error checking.

• Basic Networking routing and switching configuration.

• Use of telnet to access remote servers.

• Voice over IP phone setup using Cisco Unified Communication Manager Administration and Cisco Unity Connection Administration.

• Citrix Administrator- Configure thin client or workstation profiles.

• Server OS is from Windows NT, Server 2000, 2003, 2008&R2, 2012R2.

• VMS operating system and commands to perform such tasks as clean ups of all disks on the server’s operating system.

• Perform restores from archive for history retrieval.

• Change Management - Performed shutdowns of entire system as scheduled.

• Wrote operational guides to help perform routine and non-routine tasks on operating systems.

• Managed and configured print and file servers using server 2003 & 2008&2008r2.

• Knowledge of LANDesk, SCCM and Altiris for deployment of software packaging, imaging of devices.

• Manage and supported black berry server and client setup.

• Lync Server Support (Version 2010) and client setup.

• Use of Altiris Console to package software and deployment of software.

• Windows Deployment Services and Microsoft Deployment Tool Kit for image and setup of Virtual Machines

Professional Experience

Marathon Petroleum / Contracted with Tentek

Blan Technician

February 2019 – Present

Experience working in Oil and Gas.

Working in a plant environment performing break/fix for both hardware and software issues.

We have switched from BMC Remedy to Service Now or SNOW.

Use of company vehicle to travel to various location within and out of the plant.

In charge of printer management and vendor repair.

Writing procedures for our national group across the US.

Writing scripts to complete or improve processes.

Apply security groups for new users, giving access to network shares.

Use of Active Directory daily creating a new account or disabling account for someone terminated or leaving the company, (Server 2012r2 along with RSAT for windows 10)

Working in a Hybrid environment using both office 365 and premise with exchange server 2016

Managing all email support

Creating Mailboxes

Creating Distribution Groups

Experience working with windows 10 (Windows 7 has been phased out all have been disabled from the network)

Use of Access Verification tool to add user to groups or to create new groups.

Use of Citrix Director to manage Citrix accounts.

Access to UAM (User Access Management tool), Create new user, AD account provisioning. Provide internet access.

Remote tools include: Remote Assistance, RDP, Beyond Trust (Web Access), Skype and Teams.

Use of End User Computer Toolkit (Prepare for reimage, Set Owner, Verify ConfigMgr Client, Software Transfer Report, find a User’s PC, Find PC’s Owner, etc.)

Supporting and resolving SCCM applications using scripts written in visual basic.

Network support – Checking ports with fluke when needed to locate port on switch for new drop or activate port.

Configure ports when needed on a layer 2 network.

Configure and support phones for the entire plant using Cisco Unified Communication Manager Administration and Cisco Unity Connection, along with voice mail setup.

Imaging for deployment of new equipment using SCCM.

Installing Cisco VPN client and configuring RSA encryption key for access and training users how to use both to connect while off site.

Mobile phone support using Secure Hub and Microsoft Intune, with Multi Factor Authentication.

Ramirez Medical Associates

Senior Systems Engineer

February 2015– February 2019

Serve as first point of contact for employees needing technical assistance when outside helpdesk support cannot resolve the issue.

Supporting over 100 plus clients.

Using Service Now as our ticket agent.

Average tickets per day 15 to 20.

Imaging and configuring of desktop /Laptops (Dell Environment)

Upgrading user when need to Windows 10 from windows 7

Perform backup and transfer of client data to new device

Conduct research and makes recommendations on equipment replacements and upgrades to maintain operational excellence, security, value, and business alignment

Working with remote users providing helpdesk services (Clients working from home: Coders).

Installing of Microsoft software

Perform hardware break/fix.

Asset management of IT assets and warranty, including EOL.

Setting up client profile in Active Directory and Exchange creating client email accounts.

Setup file shares and group policies

Place client in correct organizational unit.

Configure and support phone system through Cisco Unified Communication Manager Administration and Cisco Unity Connection.

Setup Post for Credit Card devices.

Install and configure printers.

Lance Soft

Senior Systems Engineer

June 2014 – February 2015

Worked as an Analyst supporting three hundred plus users’ workings in the Finical Industry performing the following task:

Working with clients with both windows 7 and windows 10.

Upgrading user when need to Windows 10 from windows 7

Working in a Hybrid environment creating all new users to Office 365.

Converting premise user to Offic365.

Use of MaaS360 for use of corporate email for IPhones, Androids and Ipads

Apply security groups to new users by copying someone else’s profile that management set in the new user request or use of a template already set by specific groups.

Creating Distribution groups

Creating SAP accounts giving users access based on job title.

Install and support of Sales Force.

When a user is terminated their email, account is turned in to a shared account which can be delegated to other users once approved. The account is disabled and moved to our disabled accounts OU.

Also assign email license to uses based on their position with the company which could be F1 for any techs out in the field and E1 for any business job title.

Imaging from a Pixie boot from SCCM image to Windows 10 64 bit.

As a system engineer person most assignments are calls or ticket from user who are offsite, so their issues are resolved remotely using team viewer or Skype when team view is not working.

Use of Active Directory is daily to add accounts or disable accounts add security groups.

Working with Group Policy to work with DFS folders both public and private.

Adding DFS folder back which have been deleted.

Working in Rentalman (AS400) creating accounts, creating print queues, resolving session issues.

Resolving printing issue within retalman.

Installing both network and local printers within AS400.

Configure and support phone system through Cisco Unified Communication Manager Administration and Cisco Unity Connection.

Installing Zebra printers writing document how to install and configure the device to print labels.

Complete all projects moves, new hire setup, terminations, imaging and refresh Windows 7 to Window 10 (Working overtime if needed to complete projects).

Working with other support teams System Administers, Network, SOC, and Security Teams.

Maintain inventory for all computer equipment for the Houston location.

Working with vendors to process EOL equipment also in charge of inventory control performing asset management.

Installing Cisco VPN client and configuring RSA encryption key for access and training users how to use both.

Coban Technologies

Senior Support Engineer

March 2012 – April 2013

I worked for Coban Technologies in Stafford as a Senior Technical Analyst. Most support is done via remote access using Go to Assist working as a helpdesk technician. I support police agencies across the United States with some of the largest police departments in the country like LAPD, Chicago PD, and New York along with smaller departments along with local agency support.

Server support for server 2003 and server 2008.

Refer to Event Viewer for errors to evaluate issues for troubleshooting.

Update server software and some Sql server support.

Perform data base backup to server.

Support desktop workstations running windows XP and windows 7.

Create images using ghost for windows Xp and winpe for windows 7.

Create bootable thumb drives for clients remotely then transfer the image file to their workstation then to their thumb drive to be used for in car imaging (Patrol car computers).

Coban has four proprietaries in car computer system of their design which I had to know both hardware and software setup for all units to support these devices.

Support wireless configuration for their in-car computers so when they drive into their station it will automatically connect to their AP.

Supported audio and visual equipment such as: body cams, in car cameras and audio devices, and audio and visual equipment for interview rooms and cameras throughout their facility.

QA testing before any new software release before it is given to any of our clients.

Trouble shoot hardware and software issues

Long View Systems

Desktop Support Analyst

May 2011 – March 2012

Worked full time with Long View working as a contract employee at various sites (All Oil & Gas Industry) as needed and part of team called the MITS group who support smaller Oil Base Companies from server, networking and desktop support.

Daily Work Involves:

Complete New Employee request creating new user accounts in AD (Server 2003& 2008) and Exchange (Server 2003& 2007).

Supporting the reset of password for AD accounts.

Voice over IP phone setup using Cisco Unified Communication Manager Administration and Cisco Unity Connection Administration.

Use of SCCM for deployment of software packaging and use to setup my clients Citrix profiles for all location.

Utilizing Ticket agent (Heat)to view problem and change tickets

Resolving both hardware and software issues.

Perform break-fix of desktop and laptops

Setup Black Berry’s, I Phones IOS, PDA, Android and iPad hardware

Perform Builds of new pc and laptops

Create Images for current devices, laptop and desktop both 32 bit and 64-bit OS. Images are upgraded to Win7 Enterprise

Installing McAfee with support of encryption/decryption/mbr fix to recovery data or to perform a system repair.

Knowledge of working with McAfee EPO

Use of Altiris Console to package software and deployment of software.

Complete request for security changes to individual AD accounts.

Write documentation for end user support and for our Information Systems Department.

In charge of inventory control along with working with vendors to pick up EOL equipment.

Support multiple applications such Office, Oracle E Business Suite, and Citrix.

Manage Servers and Print Queues issues (Server 2003 and Server 2008).

Manage server backups and review to confirm if they completed.

Worked as a help desk technician assisting with issue for offsite clients located in the Texas region and in Tulsa, OK.

Pomeroy

Desktop Support Analyst

February 2011- May 2011

Worked as a contract employee working in the Bayer Plant located in Baytown.

Performing a migration from Windows XP to Windows 7 and Lotus Notes to Outlook 2010.

Involves:

Backing up client’s data

Imaging using Land Disk and for packing software deployment

Supporting both laptops and desktops for break fix issues

Installing and supporting client software

Configure Clients Email Outlook/Lotus Notes

MODIS

Project Coordinator

July 2008 – July 2009

Responsible for opening new clinics off campus which included: Deployment and installation of equipment, setting up networks, testing of all equipment and applications client will be utilizing.

My main responsibility was opening new clinics off campus which included: Deployment and installation of equipment, setting up networks, testing of all equipment and installing applications client will be utilizing.

In charge of departmental projects, completing them on time meeting (SLA) while documenting procedures along with equipment being utilized.

Performed a walkthrough of new site clinics for build outs to document number of devices needed to complete the work.

Managing other contractors to perform task as needed to complete project (Manage 7 Contract employees or more depending on project).

Completed spreadsheets for equipment inventory, along with IP address for each device illustrating where computers are printing by location and IP along with device name, determining which devices will be assigned with static address for mainframe printing

Other responsibilities were supporting desktop support issues regarding problems and requests: Hardware issues, desktop, laptops, printers, networks, internet, applications, imaging, PDA, black berry, Trio, iPhone and Android phones.

Responsible for desktop re-imaging using Windows Deployment Services and Microsoft Deployment Tool Kit.

Used Citrix to configure profiles, giving rights based on person’s location (Department), job they’re performing, or request submitted by client’s supervisor.

Supporting applications such as: Epic, Microsoft, Health Quest, Citrix, Lawson, etc.

Used Unicenter Service Desk (USD) as a tool to review problems and request to assist clients by viewing their issues to determine the best course of action to resolve their problem

Used Citrix to configure thin client or workstation profiles, single sign on clients and giving rights based on persons location (Department), job they are performing, or request submitted by client’s supervisor.

Worked and trained at the Help Desk to respond to both calls and emails from clients to assist them with their current issues. (This was done on rotation providing two weeks on the help desk and two weeks working on my primary role.)

Memorial Hermann Hospital Systems

Desktop Support Analyst / Help Desk Support Analyst

October 2004 – July 2008

Worked in several facets within the hospital system working at several different locations from the

Corporate Office, Southeast, Southwest, Memorial City, Northwest, Sugar Land, etc

Supported 5000 plus user throughout the hospital system using Remedy as our ticket agent to resolve both

problem reports and charge request in a timely manner as designated by departmental procedure (SLA)

Supported Microsoft applications, software applications: AMS, Cool6, Car4, Extra (Health Quest), etc

Imaged and configured computers and laptops in a Dell environment

Replaced hardware when needed in computers, laptop and printers

Troubleshot network, hardware, and application issues

Supported several applications including Citrix, Care4, Lawson, Health Quest, Epic, EPSI, AMS PFS, HIM, Extra, Watch Child, Chart Track, Microsoft products, and many more.

Maintained asset tracking for inventory of devices being deployed, repaired, or placed as End of life using remedy.

All techs had to rotate in working at the help desk one week every month working different shifts as need to support the hospital systems and provide one week of on call ever month.

Wrote several procedures since being employed, which had been approved for use to assist other analysts

Supported several Dell hardware models including OptiPlex, Dimension, C and D series Laptops, Fujistu Laptop models

Responsible for troubleshooting network issues including using telnet to get into switches to set port speeds and locate problems, and the ASC server to setup wireless profiles, and for trouble shooting issue

Configured and troubleshot wireless devices such as wireless laptop, phones (Black Berry, Trio, PDA), wireless carts (WOWS)

Education

Bachelor of Science in Business Administration, December 19, 2009

Bellevue University - Bellevue, NE, USA

Graduated with honors and was placed on the Dean's List where I was awarded a certificate for my academic achievement by the Dean of Students. GPA: 3.61

Associates of Occupational Studies in Computer Systems Technology, February 28, 2001

MTI College of Business and Technology, Houston, TX.

GPA: 3.43

Professional Training

Training at LANWAN Professional in LA and remotely at home. (All hands-on network training configuring routers and switches at a CCP level from the ground up from September 7, 2015 to October 30, 2015. - Not Certified)

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