Mario Batres

*** ***** *********** ***** ***. * Cell: 562-***-****

Anaheim CA. 92804 adrxnp@r.postjobfree.com

Objective

to secure a position in an environment that utilizes my customer service, computer skills and trouble-shooting experience, and maximize my skills in order to be an asset to the company.

Experience:

Kutak Rock LLP

Legal Practice Support Specialist I May 2018 – present

Responsible for providing technical support of firm end-user community for hardware, including imaging and reimaging of all computer hardware, installation and troubleshooting of all software. Providing remote support via email, phone, internal IM, and in person desk side support.

Hands on support for other IT departments such as network, telephony, and server administration.

Software installation, configuration and troubleshooting,.

Hardware Disposals "EOL", Preparation of hardware for disposal for local site.

Experience:

Molina MHI

Desktop tech II May 2009 – May 2018

Break/fix of all desktop and printing hardware, including imaging and reimaging of all computer hardware, installation and troubleshooting of all software not limited to Microsoft products.

Respond to all remote calls for technical support via email, phone, internal IM, and in person desk side support.

Hands on support for other IT departments such as network, telephony, and server administration. Including software vendors to provide effective solutions.

Installation and partial printer, fax configuration including patching fax and network lines for MFD (Xerox and HP )

Software installation, configuration and troubleshooting, packaged and off the rack.

IT Procurement Requisition Processing, Vendor Management, Product Sourcing / Price Shopping, Delivery Logistics, Order / Delivery Tracking, Requisition Approvals for HP and Dell Repairs, Tracking a system through approval to delivery phase ensuring completion.

Hardware Disposals "EOL", Preparation of hardware for disposal for local site, assist remote sites with their disposals, Disposal Requisition Processing.

Service Desk Analyst II September 2008 - April 2009

Hoag Hospital (contract / Comforce)

●Receive, log and assign remedy case tickets for all user requests made via phone, email, web or fax; collect clear, concise information from user during the initial contact to expedite problem resolution.

●Troubleshoot, analyze and determine the severity and service level needed to set customers expectations.

●Contact end user to determine satisfaction with resolution and verify other customer needs

●provide telephone or onsite 1st and 2nd level resolution for problems or requests as appropriate, reassign non resolved incidents to the proper resource in a timely manner

●Provide expert and creative solutions to customer problems to ensure their satisfaction and productivity

Technical support analyst May 2008 - September 2008

Quinn Emanuel LLP.

Receive and log tickets for all issues into BMC service desk for users request and problems made via phone and emails.

Troubleshoot, research, and provide resolution or escalation of incidents in order to provide resolution to customers’ needs.

Loading, installation, configuration of image to Dell systems with standard OS and applications.

First and second level support for all PC’s laptops

Addition and removal of users to security groups, directories, and also Exchange distribution lists.

Granting user access to every and all directories, containing all images, pdf's and such.

Installation configuration of software for users, including off the rack applications, web based Citrix, and other litigation applications such as Iconnect, CarpeDiem

Remote support and application deployment through Altiris.

Desktop/ helpdesk support

Amcor Sunclipse North America (contract, Prostaff) March 2007 – April 2008

Loading, installation, configuration or imaging of systems with standard OS and applications according to company requirements.

Addition of workstations to NT and AD domains, vpn configuration and troubleshooting for all

First and second level support for all PC’s laptops, also in charge of afterhours support.

Hardware and software procurement, from quote requisition and submission to purchase, and installation of both

Password, profile set up and configuration for NT, and AD users,

Blackberries, account creation and configuration of devices to the BES server

Maintain and administer the creation, troubleshooting and resolution of heat tickets.

Southern Wines and Spirits (Adam Jacobs Contract) July 2006 – January 2007

Application and helpdesk support:

Handle calls for field (sales) personnel, supported Topaz in-house database application.

Imaging, re-imaging, and configuration of Laptops for sales force.

Deloitte & Touche November 2004 – July 2006

Help Desk Support Technician

Handle help desk, and analyze calls, work in a large user environment of 40000 users. Resolve issues such as PC, printer, email, network, and VPN connectivity.

Logging calls into the problem tracking system Vantive, tracking and follow-up until resolution, escalation of tickets to the appropriate support groups, and to management when necessary.

Fidelity National Financial (Contract) July 2004 – November 2004.

Help Desk Support Technician

Provide phone and remote support for 46000 users, resolve issues pertaining to PC, printer, email, network, and VPN connectivity.

Logging calls into peregrine tracking system, escalating as necessary and following up until resolution provide support for Windows 2000, Exchange 5.5 and 2K, Active directory, and BlackBerry, password resets and email administration.

Nestle/Globe implementation August 2003 - June 2004

Service Desk Analyst (Contract)

Provide analytical review of trouble tickets, and requests from first level helpdesk support, and assign to the correct resolution group

Troubleshoot issues over the phone for first level helpdesk when necessary.

Monitor all sites in the American continent pertinent to NESTLE USA, Mexico, Central America and South America.

Great American Custom Solutions (Contract) October 2002 - May 2003

PC analyst

Help Desk troubleshooting over the phone and providing desktop support for local and remote users.

New system set up and installation using XP pro and NT 4.0 Image creation and testing using Symantec Ghost 7.5.

MS security updates installation and functionality testing against Image with in-house applications.

American Honda (Contract) August 2002 - October 2002

July 2001 - August 2001

March 2001 - May 2001

P.C. /Break Fix Technician

Compaq systems upgrade rollout to Win 2k on Dell systems, data migration and configuration

Desktop and profile migration and reconfiguration

Hardware upgrade and replacement on Compaq systems and Dell portables

Day to day support of end user community of about 5000 users.

Performed NT migration on Dell laptops Windows 9X systems for field personnel

Charles Dunn Company, Inc. August 2001 - January 2002

P.C./Desktop Technician

Day to day support of end user community of 15/20 workstations, helpdesk issues, phone support, and on site tech support

PC and laptop set up, workstation set up and installation an adding them to network

Installing and configuring applications: MS office, and others, e-mail client installation and configuration.

Data Direct Networks October 2000 - February 2001

P.C. LAN/Wan Technician

Day to day support of end user community of 300 users, pc and laptop set up, helpdesk issues phone support and onsite support.

Installing and configuring applications such as MS office 2000, Citrix.

System One May 2000 - October 2000

P.C. Technician

Field technician, replacement and upgrading of hardware for various vendors Dell, HP, Toshiba.

Education

Computer Education Institute, Los Angeles, CA

Computer Networking Program ~ 1999 - 2000

Certificates

A+ Certified Service Technician -

MCP ~ Microsoft Certified Professional NT 4.0

ITIL Certified 2013

IAITAM Certified Hardware Asset Management Professional 2013-2014

Experience summary:

Installation and configuration of OS including drivers, creation and configuration, fine tuning and implementation of images according to company requirements, supported the addition of workstations to Active Directory domains. Provided first, second support of connectivity, and the troubleshooting and configuration of workstation, laptops and all other peripherals. Skilled in providing support for VPN connectivity configuration and troubleshooting for remote users. First and second level configuration and troubleshooting of email client Outlook. Experienced in the implementation of Virus scanning, and eradication, and research of solutions, using Symantec tools, also in the deployment of third party tools to prevent and cleanse workstations of spyware.

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