SUMMARY

Motivated solutions-focused IT leader with over 20 years of experience providing client-focused technical support in global enterprise environments. Demonstrating the capacity to identify root causes and implement effective solutions to complex problems. Well versed in a variety of operating systems, applications, hardware and technology with a proven ability to master new challenges and tools quickly. Outstanding interpersonal strengths and leadership illustrated by earned integrity, recognition, proven results and enjoyment in delivering world class results.

TECHNICAL SUMMARY

Well versed in Global IT compliance with SLA, KPI, ITIL best practices, executive support, customer service, consulting, project management and business process improvement.

Operating systems up to Windows 10, Linux, UNIX, VMWare, AS400, MAC OS, Server up to 2016 and Exchange 2019.

Ticketing systems JIRA, ServiceNow, SysAid Administration, Remedy and ManageEngine.

MS Office Professional versions up to Office 365.

Mail Clients up to Outlook 365, Postini, Exchange Server, Barracuda and Lotus Notes.

Active Roles Support, Active Directory, Group policy, NetWare Administration and User Provisioning.

Information Security removal and prevention of virus, spyware and malware, firewall management, anti-virus and data encryption with Bit Locker, Sophos Encryption and McAfee EPO.

Change Management hosting bilingual weekly meetings announcing upcoming changes in all regions and enforcing change guidelines and rules, as well as approving emergency changes.

Asset Management from procurement, tracking and disposal of corporate IT assets.

Disaster and data recovery planning implementation of backups and restoration of IT services for rapid post storm recovery.

Mobile devices, tablets, smartphones and PDA for Apple IOS, Android also Blackberry Server installations and support.

Remote Access VPN, Fortinet, Nortel, CISCO and access token.

Hardware Desktop, Laptop, MAC, MS Surface Pro and Kiosks DELL, IBM, Lenovo, HP and other major brands.

Specializing in procuring, setting up and troubleshooting video conferencing equipment.

VoIP Telephone CISCO Call Manager, Unity and AVAYA.

Desktop Engineering creating and deploying images in Windows, MAC, LINUX platforms using LANDESK, SCCM, KACE, PDQ, Drive Image Pro, Ghost, Time Machine, Altiris, Image X, RIS deploying cloned images and end point management.

Specializing in software and equipment deployments using various means and tools BIGFIX, LANDESK, SCCM, PDQ, Altiris, CA, KACE and Tivoli including logistics and project management with results ahead of time and on time.

ERP support and administration with SAP, Oracle, SALESFORCE and Microsoft Dynamics AX.

Technical writing composing and updating SOP documentation to current standards and providing end user training.

Web Developing and monitoring hosted sites and FTP server account management.

Troubleshooting cabling installations, switched ethernet, routing, network connectivity and wireless technology.

PROFESSIONAL EXPERIENCE

PROSOURCE IT/RYDER Miami, Florida Dec 2020 – Present

Endpoint Engineer III (Contract)

Working remotely in Ryder’s Windows 10 migration project for over 2200 PCs throughout North America.

Using Outlook 365, Teams, LanDesk and ServiceNow to contact users required to replace Windows 7 PCs with a Windows 10 replacement that is shipped to each remote office or home.

Also, working with users to have their old pc returned to headquarters in Miami using FedEx and UPS.

Mentoring team members in refresh team on how to handle exceptions to the upgrades.

Handling escalations for problems with migration including remote printer installs, software compatibility issues and data migration

HOTWIRE COMMUNICATIONS Fort Lauderdale, Florida June 2019 – Oct 2020

IT Service Desk Manager

Lead team of system administrators and desktop support professionals in Florida, North Carolina and Pennsylvania covering 24/7/365 with on-call rotation.

Served as main escalation point for problems and incidents from internal and external customers.

Negotiated and implemented new SLAs to match business needs and provided reports on SLA and Service Desk performance to weekly staff meeting hosted by CIO which will then provide the stats CEO monthly.

Ensured procurement of IT equipment met current new hire and break-fix requests and created corporate standards for hardware reducing overall hardware costs on forecasted IT budget costs.

Implemented new policies and SOPs improving Hotwire IT Service Desk’s operations, response times, customer satisfaction, staffing requirements and integrity.

Implemented IT asset inventory life cycle retiring and disposing of obsolete equipment, improving office environment, requiring a new HR Form signed by employees displaying assets deployed to hold employees accountable for IT Assets.

Worked with multiple vendors in establishing, maintaining, developing and terminating contracts.

Conducted weekly team meeting to provided updates on current events with service desk and infrastructure team and set goals.

Lowered open ticket count in Que from 360 tickets to maintain an average of less than 50 at any given time and increased SLAs to 100% compliance by having service desk team follow up on tickets daily.

Met with Human Resources to streamline new hire process and employee separation/termination process.

Have received much recognition from upper management and employees about the positive changes implemented.

Successfully led team to deploy over 300+ laptops on short notice to have all corporate staff work remotely successfully.

CLARO ENTERPRISE SOLUTIONS Miramar, Florida May 2018 - June 2019

Service Desk Lead Supervisor

Served as lead contact for all IT concerns for CLARO Enterprise Solutions throughout United States, Latin America and Spain.

Oversaw operations of Service Desk support personnel working at 3 locations at all levels from hiring, training, menthoring and goal attainment.

Ensured all corporate events on and off site were properly staffed with support personnel and equipment.

Provided and coordinating solutions for all escalations for technical and complex issues serving all employees and consultants onsite and remote in a rapid growing dynamic enterprise. Mainly, supporting Office 365, Windows 7 and 10 on DELL hardware, Cisco Phones, MAC and IOS phones and IPads on Verizon network.

Improved the service desk’s SLAs and integrity, by directing immediate reponse time and communication with end users.

Reduced average ticket count from 90 to 16. Increased 1st call resolution to 85% from 45%.

Successfully communicated to end users on submitting a service request for all issues. Eliminating undocumented requests.

increasing ticket count for accurate reporting of all IT issues and incidents.

Improved the Service Desk’s integrity by having service desk personnel bring prompt resolutions to all concerns and following up and close the loop on support issues.

Used PDQ Deploy to package and distribute software and Used PDQ Deploy to establish proper inventory and reporting of active computers. Cleaned up over 2000 PCs and Servers that were not in use.

Also ran audits on AD to ensure all termed employees have been disabled and deactivated from all systems.

After AD audit produced active accounts that should have been disabled, established procedure for terminating employees immediately upon notice from HR.

Migrated corporate phone provider from Verizon to TracFone for 200+ lines.

Responsible in local decision making of technological updates and advances.

Directed the completion of migrating all Windows 7 hardware to Windows 10 for over 400+ end points.

KEMET ELECTRONICS CORPORATION Fort Lauderdale, Florida July 2016 – May 2018

Global Client Systems Infrastructure Engineer Lead

Served as on-site lead contact for KEMET Fort Lauderdale office’s technological needs.

Coordinated and provided on-site technology support for executive management and a rapid growing staff of employees, contractors and auditors. Supporting Office 365, Windows 10 on DELL and MAC hardware in addition to supporting onsite or remote staff and board of director’s meetings.

Provided direct support to CEO and executive staff both onsite and offsite for all technology needs on call 24/7/365.

Provided onsite and remote support to Fort Lauderdale, Greenville, SC staff throughout US and worldwide.

Responsible for bringing local vendors for facility and technology needs and maintaining vendor relationships.

Responsible in local decision-making of technological updates and advances.

Submitted technical recommendations to infrastructure manager on improving local infrastructure.

Troubleshooted VOIP, Firewall, Switches, AP and provider issues for network connectivity.

Coordinated temporary staffing for Windows 10 on-site migration.

Provided support to Swedish Consulate for their technological needs.

Resolved issues with migration from Windows 7 to Windows 10.

BRIGHTSTAR CORPORATION Medley, Florida Aug 2012 – June 2016

Senior Desktop Support Supervisor/Sysaid Administrator/Change Management Coordinator

Was quickly promoted to team lead supervisor and also served as interim service delivery manager overseeing the work of a global service desk team in desktop support and desktop engineers including responsibilities in approving IT OpEx, CapEx,

hiring and training new hires and ensuring team is meeting SLA, KPI and business requirements.

Served as Global Sysaid Administrator providing full administration globally to ticketing system for all regions.

Provided 1st, 2nd and 3rd level support globally to employees and consultants both onsite and remotely with 24/7/365 managing an on call rotation and ensuring service desk was properly staffed at all times and for special projects and roll outs.

Worked with LANDESK Administration, updating corporate images, deploying software, patch management and keeping track of inventory.

When working as interim service delivery manager successfully transferred 1st level support to a Costa Rica shared service center.

Implemented new standards, structure and work ethics for overall improved customer satisfaction.

Worked with team members to improve handing of escalations, deficiencies and 1st call resolution.

Followed up on escalations with 3rd level support to provide problem resolution within SLAs.

Served as Change Management coordinator for LATAM and Corp conducting bilingual weekly CAB meetings and approving or disapproving changes following Brightstar’s Change Management Guidelines.

Worked with Windows XP, 7 and 10 in addition to MAC OS and Office 2007/2010/2013.

Mastered configuring and troubleshooting IP Phones and WebEx issues using Cisco Call Manager, Unity and Meeting Place.

Worked with ARS on active directory and exchange. Troubleshooted issues with rights and group policy.

AVNET TECHNOLOGY SOLUTIONS LATIN AMERICAN Doral, Florida Oct 2011 – Aug 2012

Systems Engineer Lead

Successfully deployed Sophos encryption software to over 300 LATAM Division laptops for Avnet.

Setup laptops for encryption by backing up data and troubleshooting obstacles in the deployment of Sophos Data Encryption for Windows and Mac laptops.

Worked in resolving complicated undocumented issues requiring significant modification of the Windows registry in order to resolve conflicts with McAfee EPO and Sophos Encryption software.

Worked with Active Directory on resolving issues with workstations and end user accounts.

Worked with SCCM updating images and software packages.

Provided Sophos encryption training and documentation to Latin America’s onsite support team members.

Performed on site Desktop Support and training for Windows XP, MAC OS X, VM Ware, Avaya, SAP and Office 2007.

ADDISON SEARCH/EAGLE ROCK ENERGY Houston, Texas Mar 2011 – Oct 2011

Senior IT Systems Analyst

Providing local and remote 24/7 support to Executive, Midstream and Upstream internal clients in Windows XP/7 and Office 2003/2007/2010, Apple Iphone, Ipad, Blackberry and Android environments.

Took charge in updating and managing corporate images for HP laptops and desktops from Windows XP to Windows 7 and used SCCM to create, advertise and deploy images.

Created and administrated accounts in AD and Exchange 2010.

Configured Cisco IP phones with Cisco Unified Call Manager by adding new IP phones and Polycoms, updating current phones and troubleshooting phone and voicemail issues.

Managed hardware inventory lifecycle by purchasing new hardware and software as required and disposing retired hardware. In addition, to keeping track of licensing.

Created a loaner laptop pool to manage the increase need for readily available laptops on short notice.

EXXONMOBIL Houston, Texas Mar 2010 – Mar 2011

Senior Desktop Support Analyst

Provided support according to ExxonMobil policy at the Upstream Research Company.

Received much appreciation in demonstrating professional customer service and leadership while resolving complex problems unique to the Upstream Research Company and ExxonMobil.

Initiated participation for ground work for Pilot B testing of Windows 7 imaging, deployment and specialized in supporting and troubleshooting GME workstations.

Providing local and remote 24/7 support to Executive, Midstream and Upstream internal clients in Windows XP/7 and Office 2003/2007/2010, Apple Iphone, Ipad, Blackberry and Android environments

Handled complex asset management or licensing issues and compliance of none core applications and manual installs by communicating with software vendors or ExxonMobil’s software procurement division located in Brazil or Houston.

Collaborated with DELL and HP onsite support concerning break fix request for high end desktops, laptops, printers and plotters.

Took charge in updating and managing corporate images for HP laptops and desktops from Windows XP to Windows 7 and used SCCM to create, advertise and deploy images.

Demonstrated proficiency in supporting the development team running Windows XP/7 32 or 64 bit, Lotus Notes migration to Outlook, SAP, Web Applications, VPN, Remedy 7, Visual Studio 2008, Office 2010 and more.

SYSCO FOODS Houston, Texas Jan 2009 – Mar 2010

Workstation Deployment Lead

Responsible in managing the single point of contact for final deployment of new computers in SYSCO corporate.

Received the “One degree difference award” in demonstrating excellent collaboration in achieving results.

Built up the deployment team’s integrity by streamlining processes resulting in faster deployments, while improving quality installs and user confidence.

Managed post install support for local and remote deployments, inventory tracking and disposal throughout asset life cycle, substitution for Desktop Support Team, hardware break fix and resolution for product problems with external vendors.

Proficient in supporting Windows XP, Vista, Outlook, Office 2007, Lotus Notes, SAP, Web Applications, VPN, Remedy 7 Crystal Reports and Business Objects.

Tracked installs with Remedy 7, Imaged with Ghost, Image X, RIS, OSD and worked with Active Directory in assuring users had appropriate access levels based on Group Policy.

TEXAS CHILDREN’S HOSPITAL Houston, Texas Nov 2008 – Jan 2009

Desktop Deployment Analyst

Performed migration of Windows 2000 to XP throughout the main medical campus for Texas Children’s Hospital.

Specialized in trouble shooting hardware, software issues and maintaining ready to deploy workstation for deployment the deployment team.

Managed inventory of the migration schedule to insure deployments were working as scheduled and reported issues to project manager.

ECOM/METRO Houston, Texas Jul 2008 – Nov 2008

Desktop Support Analyst

Performed desktop support and training for Houston’s Metropolitan Transit Authority's Executives and staff in a fast paced environment among several locations throughout the Houston Metropolitan area.

Noted for distinctively finding the best solutions in the least amount of time.

Specialized in trouble shooting hardware, network and software issues. Coordinated new network printer installations by verifying available static IP addresses and updating obsolete printer QUE names.

Proficiently tracked incidents with Magic Service Desk, deployed software and images with Altiris, managed accounts administration with Active Directory.

Managed HP printer break fix, supporting Outlook, Verizon air card activations, Microsoft Office upgrades to 2007.

SITA AERO Miami, Florida Feb 2008 – Jul 2008

Desktop Support Analyst

Performed rapid response support in a fast paced dynamic environment by maintaining and supporting workstations, kiosks and thermal imaging printers for commercial airlines at MIA (Miami International Airport).

Received FAA security clearance and training to operate a motor vehicle in the vicinity of aircraft.

Replaced faulty hardware in workstations, thermal printers, LCD displays, OCR passport and credit card readers as needed.

Reconditioned thermal printers and workstations to maintain a readily available stock for direct replacements.

Imaged kiosks, workstations and trained new users on proper use of software and hardware.

Proactively kept management informed on present and future changes or issues preventing escalation.

THE CHILDREN’S TRUST Miami, Florida Oct 2006 – Feb 2008

Desktop Support Engineer

Performed desktop support and created documentation in preparation for the corporate relocation by creating procedures for server relocation, web mail access and VoIP phones.

Praised for implementing rapid response in closing 85 % of trouble tickets generated in the same day.

Supported Windows XP, Linux, Server 2000 /2003, Active Directory, MS-Office 2003, Blackberry and proprietary applications.

Specialized in closing hardware break fix request for workstations, laptops, copier, fax and printers.

Procured VOIP phones, IP Time Clock software and hardware below budget and created training documentation included in New Hire orientation packet.

Performed setup audio visual equipment for emergency and scheduled staff meetings at multiple locations.

FPL GROUP Miami, Florida Apr 2000 – Oct 2006

Workstation Deployment/Desktop Support

Collaborated with team members in providing the most efficient methods to install and configure new and redeployed computers by insuring all needed data and applications are transferred to new workstations along with hardware peripherals.

Implemented training and orientation for laptop users on handling hardware and remote access connectivity during migration from NT to XP.

Volunteered to performed 24 hour support during and after hurricanes throughout the affected areas.

Worked alongside local LAN support and hardware support to resolve application and hardware issues.

Coordinated and managed XP migration deployments with remote site managers while supervising contractors hired for the deployments.

EDUCATION

MIAMI-DADE COLLEGE Miami, FL.

Associate in Arts - Business Administration, August 1996

ITIL® Foundation Certificate in IT Service Management

Help Desk 2000 Certified Help Desk Professional

Fluent in both English and Spanish

References available upon request.

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