Jose M Garcia

**** ******* **

North Hollywood Ca 91606

adqdne@r.postjobfree.com

Mobil 818-***-****

Professional Summary:

Network, PC and Help Desk support with 15 years in customer service and technical troubleshooting. Technical Specialist with the capacity to quickly learn and synthesize new networking technologies. Energetic I who provides the experience and critical thinking necessary to successfully facilitate client relations.

Technical Summary:

Help Desk, System Support, Network Telecommunications LAN/WAN, IT Project Coordinator with medium to large projects. IT Deployment. Active Directory, Office 365, VPN.

Education

Bachelor’s Degree in information technology, University of Phoenix, Woodland Hills, CA

Certificate in Computer Network, Computer Educate Institute, Los Angeles, CA

Boot Camp MCSE Windows, Unitek, Fremont, San Francisco, CA

Certificate A+ CompTIA

Certificate Windows MCP

Certificate Cisco CCNA, in Progress

Certificate of Completion in Automotive Technology Pierce College, Woodland Hills, CA

Field Engineer: Delta/ AllSource – Los Angeles, CA- February 2017 November 18, 2019

•Prevision workstations, managing tools, Remedy, WebEx, Microsoft Project, Excel, Word, 2013, Share Point. Adding and removing PC using Active Directory, PC Cloning, NexGen, SAT, Warp tool. NexGen, SAT

•Responsible for implementation and support of desktop devices, applications, peripherals, telephone systems, network devices, airline specific equipment (Kiosk, Flight Information Display Systems, Ramp Information Display Systems) and multiple server platforms.

•Migration from Windows 7 to Windows !0

•Add and remove workstation and users in Active Directory

•Perform, as specified in the Service Request, the physical relocation of any IT infrastructure devices (PC workstations, peripheral devices, phones, network routers, airport devices, etc.).

•Perform upgrade services (adding to or changing a workgroup computer, workgroup peripheral, or software) as specified in the Service Request.

•Troubleshoot and resolve all hardware and software problems supported by Field Operations.

•PC Cloning, Imaging OS for Deployment in Enterprise environment.

•Support HP tablets, Android Nomads, Bluebirds

•System support in networking workstation using TCP/IP, DNS protocols. Network Telecommunications LAN/WAN, OS Imaging. Database Management Active Directory. Office 360, Python, Power Shell

System Support Analyst: - UniVoiP - El Segundo, CA - November 2016 to February 20016

• Provides the first tier of support for the diagnosis and resolution of end-user technology incidents and

problems.

• Help Desk Support Lead Tech, Point to Point T1, Broadband.

• Manage Call Center 5 employees with BAU.

• Triage Trouble Tickets using Cyrix ticketing system Lev1, Leve2

• NOC - Network Monitoring with Analyzing Tools. Observium IP monitor

• Open T1 outage trouble tickets with Local carriers L2 and Windstream

• Weekly status reports LNP, NCG, Smartsheet Database.

• Assigned new customer DIDs Numbers from Smartsheet Data Base.

• Weekly Updated Network Configuration Guild NCG and Broadcast to All Support.

• Troubleshoot VOIP connectivity, logon alerts.

• Prevision Sites when Creation Disconnection of service.

• Admin Operations Open and close Releases for Projects.

• Analyst LAN/WAN configurations.

• Configure Unifax Fax DIDs

• Level I technical support of existing hosted VoIP systems, Broadband, T1, MPLS and other ancillary systems

• Resolve customer questions or problems via telephone in areas of system configuration/setup, product

functionality and bugs/enhancements

• Perform follow-up testing, and/or troubleshooting in order to assist customers with the most accurate and

timely response to their technical support issue(s)

• Ticket System Service Now. Remedy, Citrix System

Project Coordinator /Senior POS Tech: Kaiser Permanente Pasadena CA, November 2013 May 2014

Major responsibilities as IT Project Coordinator includes scheduling/monitoring all incident and problems that were being reported in a live go cutovers Pharmacy environment.

Setting up a triage bridge using 3rd level supporting Ticket / Monitoring Tool “Remedy”

Setting up new user desktops, laptops, with the necessary business applications Setting up user accounts, permissions, mailboxes, groups, and other server administration tasks Configuring and troubleshooting hardware

Monitoring and running daily, weekly and monthly metrics reports, training new hire personnel, and ensuring that Service Level Agreements were met.

Coordinated IT teams for deployment in Cutover scheduling for Pharmacy POS Legacy rollout using Microsoft Project Manager 2013, gather Pharmacy peripherals Logs example, PC. Monitors, Lexmark printers, Zebra label printers, Document scanners, for logistics data, updated to Share point for the Deployment team.

Documenting lesson learns. Work closing with Project Manager to lay out future planning and creating service Work Orders and generating Incidents tickets using Remedy ticket generator/monitoring tool.

Generate Incidents logs using Microsoft excel and summiting for upper management review. Coordinate Logistics for Cutover Phase Two rollouts, Providing Logistics peripherals crash kits for multiple deployment teams for nightly use in service area POS deployment.

Work in Training department, environment for mobile training deployment Imaging Dell Laptops, using NexGen, and SAT tools, Install Pharmacy peripherals in a POS (Point of Sale) Biometrics, TPGS, VeriFone, and Fujitsu. Zebra printers, POS Application and perform Validations.

Coordinating shipment Pharmacy POS peripherals to different regions, GA, COL, and HI. MAS with Local vendors, UPS.

Distributed floor plans using Microsoft Visio 2013, and Microsoft Word 2013 for Documentation for step by step process, Locations address and names for contact personal using Microsoft Excel 2013

Oversee and performed Pharmacy QA using check out list that was created and compiled in lessens learn. Pharmacy site walk for survey work with Informatics for layout agreement.

Power move workstations for multi Pharmacy stores

Coordinated Go Post Live GPL for Pharmacy sites after phase 2 cut over.

Maintain document control, database management, track project activities and team communications for all programs.

Coordinate accurate, up-to-date reporting of project status, scheduling, and planning.

Analyze project information to determine and/or forecast trends utilizing detailed instruction received by department personnel

Maintain projects lists, project trackers and close out documentation.

Interface with general contractors and subs and be detail oriented with follow up skills.

Attend weekly deployment meetings.

System Support Kiosk POS: Bob Hope Air Port Burbank CA, August 2013 November 2013

Deployed and Implemented new Windows7 and new peripherals, to replace old Legacy system, configure cisco routers and VOIP phones to all PC and Kiosk and Display boards.

Responsibilities were to maintain South West, Delta, US Air Ways, Sea Port Airlines Kiosk and POS system by monitored Windows 2008 Server, verified all scripts were push correctly if not perform manually.

Respond to Remedy Tickets and meet SLA to all Airline service calls, perform routine PM on PC and connected peripherals, printer, baggage ticket counters, Boarding Pass, card swipe, keyboards.

Responsible for Display boards, using proprietary software, implement Departure / Arrival times assigned gates to all Airport Airlines.

Performed daily maintains replace Laser toner cleared paper jams’, add paper to Kiosk reset devices, cleared user profile.

Configured all Display monitors with Mini black box windows 7 to use wireless as a LAN connection.

Setting up new user desktops, laptops, and phones with the necessary business applications Setting up user accounts, permissions, mailboxes, groups, and other server administration tasks

Configuring and troubleshooting hardware

Work closing with Project Manager with system turnover requirements and business stock holders for final approval.

Work closely with Network Administrator to make sure IT environment is current with software licenses and all current patches and updates are push onto all PCs

Image PC and install Applications plus replace PC hardware as necessary power supply, memory, Hard Drive, motherboard.

Monitor Network environment to ensure peak performance.

Environment: Dell and IBM, Microsoft Exchange, TCP/IP, custom software, VoIP phone system, and Cisco routers and switches, 6250 Dell servers, PCs dell 755-, Lexmark n360 printers, color printers, PC hard drive recall, UPS batteries, Bag check readers, Authentication finger print device (Tagus), Boarding Pass readers .

System Specialist IV/IT Field Engineer: Citibank, Glendale, CA, January 2003 to June 2013

Support multiple sites and users throughout Los Angeles area. Assist users in troubleshooting issues on workstations, printers and all peripherals. Maintain all servers, PCs, and ATM machines by updating software and hardware as needed. Installed new equipment and imaged with standard software. Support back office users by imaging and repairing Dell and IBM laptops. Configured laptops and workstations for Microsoft Exchange, TCP/IP, custom software installs and printers.

Manage inventory tracking for all technology-related equipment. Responsible for maintaining correct inventory counts for sub-stock warehouse and branches in the Southern California region. Responsible for troubleshooting ATM problems such as dispensing issues, software problems and network connectivity issues. Also replace hardware for cash dispensers, cash depositors, checks depositors, pin pads, etc.

Work closely with multiple departments nationwide to complete major projects and rollouts. Lead on major projects for branches including new site openings, site closures, rollout of VoIP phone system, and upgrading servers, routers and switches. Team member speared project for new ATM installs that involved working with outside vendors to complete project after hours. Tested the new equipment and configured to correct and standard specifications put in place by the business.

Ensure all calibrations were correct, ADA standards were met and construction work was completed. Troubleshoot NCR and Diebold ATM’s dispensed /deposits errors. Proficient in ATM service manuals, electrical wiring diagrams, and flow charts in many platforms.

Familiar with ATM hardware replacement for example touch screens, encryption pin pads, and card readers, configure hard drives to join system network. Lead Tech team member of the Technology Distribution Solutions Group. Support 10 Financial Centers and support 300 users with priory application in downtown Metro Los Angeles. Install Cisco routers and switches, re-image 6250 Dell servers.

Assist with new hardware upgrades and implementations. Troubleshoot applications for users. Support back office users by reimaging/repairing Dell laptops, installing applications, and achieving connectivity to mainframe.

Work closely and successfully with major support groups such as 3rd Level Support, Work closely with Logistics, and Project Management. Work well with many Vendors such as ADT, Lock Smith, Riggers, also been involved from start to finish in deploying new ATM installs in a financial center environment.

Deployed Dells Servers (8250) - Refresh PCs dell 755-, Implemented NCR ATMS and connected to Main frame deployed Lexmark n360 printers, color printers. Upgrade Cisco routers and switches, PC hard drive recall, UPS batteries. Implement Cisco VOIP phones and connect to network. Install Micro check readers, Authentication finger print device (Tagus). Install Check readers (Megtek). Manage and assist two Field technicians with difficult ATM issues.

Environment: Dell and IBM, Microsoft Exchange, TCP/IP, Custom software, VoIP phone system, NCR and Diebold ATM, Cisco routers and switches, 6250 Dell servers, PCs dell 755-, Lexmark n360 printers, color printers, PC hard drive recall, UPS batteries, Micro check readers, Authentication finger print device (Tagus), Check readers (Megtek) Ticketing system Cyrix, Remedy, Service Now, Active Directory,

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