MIKE TORRES

*** ********** ***** **, *********

FLORIDA 34736

adms04@r.postjobfree.com

954-***-****

OBJECTIVE

Analytical Technical Support Engineer with leaderships and critical thinking skills that meets goals in a timely manner and resolves complex IT related issues. Proactively plans and executes ways to complete tasks. Effectively interacts and communicates with customers to discuss related job inquires and address feedback seeking to exceed performance standards.

EDUCATION

Expected

Dec 2020

Bachelor of Science, Computer Information Systems

DeVry University – Orlando, FL

Feb 2004-

Feb 2005

Computers & Networking, Certification

International Technical College, San Juan, Puerto Rico

Aug 1998-

Sep 1999

Business Administration, Diploma

MBTI Business Training Institute, Santurce, Puerto Rico

EXPERIENCE

Apr 2019-

May 2020

Lead Field Service Installation Engineer

Allbridge, Raleigh, North Carolina

Responsibilities:

Managed and provided support for the installation and configuration of enterprise network equipment for hospitality clients such as Cisco, Nomadix, Ruckus, Fortinet, and Aruba

Created Vlans for guest wireless, staff, cable

Used multiple tools and equipment, capable of reading blueprints to perform assigned tasks, and duties related to the assigned projects

Managed the on-site implementation of wired and wireless infrastructure for guest and staff IP networks

Installed and serviced cabling infrastructure and devices for Data which included pre-wiring, installation, termination, testing, reporting, and labelling per specifications and drawings

Installed network racks and cabinets in server rooms

Upgraded hotel networks from 2.4ghz to 5G

Performed heat map surveys using Airmagnet survey pro

Led and work with smart techs on WAP installs in the field

Skills to complete the tasks:

Displayed flexibility to work in a variety of hospitality environments from construction sites to finished hotels

Completed detailed and accurate paperwork on a timely manner

Interacted with customers and prospects ensuring all inquiries were handled professionally

Traveled to work sites by work vehicle and airlines

Achievements:

During tenure: managed to accomplish expectations in the job within the time frame; solved challenges in the field in a resolutive and timely manner; and developed several productivity processes

Feb 2015-

May 2018

Technical Training Instructor (POS Systems)

Level 2 Support Engineer—Oracle, Orlando, Florida

Responsibilities:

Provided thorough POS support and problem resolution for Xstore clients in the US and Mexico

Utilized Sales Force and My Oracle Support (MOS) for Service Request (SR) cases

Analyzed, updated, and improved internal/external technical and knowledge based on Xstore POS

Utilized SQL, XML, and RDP to solve clients and POS issues

Provided expertise on hardware and software upgrades

Training Supports:

Trained new Oracle employees (i.e., worksite, and through Webinars to new employees in India and Mexico) on how to use and solve software related errors in Xstore

Supported new employees on re-image and upgraded hardware laptops

Conducted end user POS and SQL database training

Develop a better version of the POS technical guide on troubleshooting in collaboration with other departments

Feb 2014-

Oct 2014

IT System Support Engineer (Contract)

SouthEastMilk, Belleview, Florida

Managed Citrix XenApp Farms

Re-imaged and deployed laptops for new and remote users

Managed Active Directory environment for all end users

Configured and updated firmware on HP network printers

Provided Desktop support

Created comprehensive documentation for troubleshooting

Coordinated with outside vendors during network outages

Managed NBX VOIP system

Created a network diagram using Visio

Jun 2013-

Dec 2013

Network Administrator (Contract)

MES Modern Enterprise Solutions, Tampa, Florida

Managed Active Directory by creating end users and policy

Managed Desktop deployment to new end user

Managed and troubleshooted Cisco VOIP

Tested networking equipment: Cisco, Calix, Juniper, Motorola, Mainstream, and OCCAM

Upgraded various types of Cisco switches, routers, and IADS

Created technical documentation of networking equipment and uploaded them to SharePoint

Designed, created, and maintained MES IT asset inventory

Aug 2012-

May 2013

System Analyst (Contract)

Robert Half Technology at InventivHealth, Lake Mary & Tampa, Florida

Created users accounts in Active Directory and MS Exchange by using

Utilized Help Desk CRM: Track-IT, Service Now, and Service Desk

Managed and provided network printer support

Re-imaged and deployed laptops for all users

Configured iPhones, IPads, Android phones, and Tablets for end users

Troubleshooted Avaya VOIP Phones & Polycoms

Maintained IT inventory

Collaborated with network engineers to configure CISCO switches

Provided Desktop support

Created security badge software for end-user and guests

Nov 2010-

Jul 2012

Desktop Support Administrator (Contract)

Sarcom at Starwood Vacations Ownership, Orlando, Florida

Provided Desktop support

Utilized remote Desktop software: Dame Ware

Provided Windows Migration support

Provided testing support in Software pre-deployment

Utilized Service Now to retrieve tickets in the system

Managed hospitality software system: Galaxy (Secure CRT) and POS

Managed Active Directory

Re image Desktops and laptops utilizing LAN Desk and Symantec Ghost software

Managed installation of PCI Compliance software

Managed DHCP and WSUS servers

AWARDS & ACTIVITIES

2010

Volunteer, Habitat for Humanity Society

2006-2007

Volunteer, Fort Buchanan Army Volunteer Corps

2007

How to Be a Better Communicator, Fred Pryor Seminars

2003-2004

US Army Logistics Management Course

2003, 2004, 2005, 2006

Employee Outstanding Award (CUSTSPT)

2000, 2001, 2002

Employee Superior Award (CUSTSPT)

Personal Skills:

Proactive

Organized

Diligent

Resolutive

Leadership

Critical thinker

Work collaboratively

Quality focused

Exceptional-telephone etiquette

Patient

Multilingual: English, Spanish, & Portuguese

Technical Skills:

PC and Networking:

Airmagnet Survey

Pro

Aruba SW

Cisco VOIP

Cisco Meraki

FortyGate FW

Nomadix GW

Ruckus

TeamViewer

Tera Term

Unifi

VNC

Windows OS

MAC OS

Remote Desktop:

Bomgar

RDP

SSH

Telenet

Other Systems

Active Directory

Citrix Applications

Exchange Server 2008 & 2010

HP Thin Clients

HR Systems

Oracle Xstore POS

Visual Studio 2010

Certifications:

Certified Computer Technician A+

Network +Certified

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