EDUCATION

United States Air Force Veteran, Information Technology Specialist.

Bachelor of Science in Information Technology, University of Phoenix, Arizona.

SUMMARY OF PROFICIENCIES

** ***** ** progressive experience with Microsoft Windows versions and Mac OS X versions.

MS Office Suites, Active Directory (AD), Computer Imaging, Desktop Support and VoIP systems.

Configuring, administering Active Directory and Microsoft Exchange Servers.

LAN, WAN, SAN for network design and optimization.

Excellent analytical, verbal and written communication skills.

PROFESSIONAL EXPERIENCE:

La Mesa RV

July 2021 – April 2022

Level II Technical Support – Help Desk (Remote)

• Walk customers through installing applications and computer peripherals.

• Conduct remote troubleshooting using Dame Ware, Remote Access Plus, Remote PC and GoToMyPC.

• Test alternative pathways until issue is resolved.

• Customize desktop applications to meet user needs.

• Follow up with clients to ensure their systems are functional.

VeriFone, INC

May 2020 – April 2021

Tech Support Level 2 (Remote)

Assisted customers with installation, operational, and maintenance with onsite devices.

Documented and escalated customers ’calls to the JIRA ticking system.

Diagnosed hardware and software issues using established procedures.

Deliver world-class customer service in call center environment.

Hewlett Packard Enterprise

August 2019 – March 2020

System/Software Support

Troubleshoot and reinstalled software programs on varies copiers and printers.

Preformed Dell laptops and desktops hardware break/fix.

Worked with Engineering support on product defects and testing.

Diagnosed and resolved Personal Computer (PC) hardware and software issues.

Documented work order requests and resolutions in the help desk system.

Sequential Technology International (Contract Work)

November 2018 – June 2019

IT Analyst

Reimaged, repaired and upgraded Windows 2008, 2012 and 2016 servers.

Set-up over 250 user accounts and VPN access in Active Directory.

Corrected network printers and copiers issues. Reducing downtime.

Banner Medical Hospital

April 2018 – October 2018 (Contract Work)

Helpdesk Technician

Supported MacBook’s and Apple’s laptops: Mountain Lion OS X 10.8.x, Mavericks OS X 10.9.x. and

Yosemite OS X 10.10.x.

Improved asset security by maintaining the automated inventory bar code recognition and detection system.

Deployed over 100 new computers ahead of project timeline.

Goodwill Industries of Southern Arizona

January 2017-October 2017 (Contract Work)

Support Specialist

Created security groups in Active Directory and local POS systems.

Assembled new PCs, laptops for deployment to the network, as well as performed server rebuilds.

Performed preventative maintenance to workstations, including internal cleaning, defragmentation, scratch file cleanup, installing, running anti-virus and malware tools to ensure best performance from equipment.

Mind Play, Educational Software Development Company Inc.

August 2016 –January 2017 (Contract Work)

Program Analyst

Installed desktops, laptops and peripherals, system upgrades and patches.

Provided staff with break fix on all desktop, laptop, and peripheral equipment.

Troubleshoot and resolved Windows 7, 8 and 10 hardware and software issues.

Smart Source, Technical Staffing Solutions Inc.

April 2016 - June 2016 (Contract Work)

Field Consultant

Provided timely on-site technical support to customers by resolving laptops problems.

Conducted tests of computer equipment to determine if it is functioning properly.

Performed routine equipment installations, moves, additions, and changes as part of a deployment team.

Experis US, Inc. Consultant Services

October 2015- March 2016 (Concierge Ambassador Test Project)

Microsoft Office 365 Ambassador (Remote)

Experienced with Cloud productivity tools such as Google Apps, and Office 365 Apps.

Guided Small and Medium Business customers in onboarding their organization to Office 365 Services.

Good understanding of ADFS, DirSync/AAD Sync, and Exchange Hybrid systems.

Supported Hyper-V virtualization platforms configuration and deployment.

Ventana Medical Systems, Oro Valley Arizona

December 2013 – October 2014

Technical Analyst

Configured enterprise-class virtualization for datacenter and hybrid cloud with Hyper-V.

Monitor VMware operating systems servers to ensure high performance and space efficient storage.

Provided Desktop and Data Center Server LAN, WAN, SAN and VPN support.

IBM, Tucson Arizona

October 2005 – February 2012

Network Support Specialist

Configured Storage Area Networks (SAN).

Resolved network issues with cisco routers.

Provided problem determination / problem source identification for known and published problems.

Followed Support Center processes for effective management of assigned support incidents.

TRAINING

A+ Certification

Networking

Cloud Computing

Information Security - Cisco

Service Now

Contact this candidate