IT Support Specialist / /Customer Service
Resume:
Melvin R Miranda
Phone: 626-***-****
**** ****** *****, ******** *******, CA 91745
Email: *********@*****.***
Objective
My Objectives are to learn a new skill if needed. I thrive on learning and working with others. I guess that is why I was able to work in a call center for 18yrs and now I am wanting a new challenge in my life and wanting a new change of environment.
Ability Summary
I am a great Team Player. I thrive on resolving issues on a first call basis when possible. I try to listen to the issues at hand and start to plan a way of resolving the issue with little to no downtime to the customer or to the team.
Employment History
IT Support Engineer I
09-19-2022 – 11-10-2022 – Level2 Designs
Datto Autotask
Hardware and Software configuration of desktops, laptops and tablets
O365 Admin Tasks – Onboarding and Off-boarding
Active Directory
VMware configuration and monitoring
Installation of network printers for clients
A/V and Conference room setup
Cloud and Data Security
Configuration of network switches and firewalls
Veeam Backup and configuration
Field Support Technician II
03-07-2022 – 09-16-2022 - SLH Tech, LLC - Elwyn
Zen Desk Ticketing System
Windows 10 Environment Troubleshooting workstations and laptops
MS O365 Environment, MS Office Online Apps, MS Outlook updating and troubleshooting software for remote office locations in Southern California
Canon Copier/Scanner/Printer – installation, network set-up, uni-flow-printing
AD creating user accounts, removing permissions, adding to groups
Replacing Home All in one PC systems with updated Dell Laptops, docking stations and dual monitor set-ups.
Reimaging Dell Latitude laptops 3510, 3520 series
Desktop Support Technician
01-05-2022 to 02-25-2022 – Apple One Employment – IQAir Company
Working on Service Desk Ticketing System
oRequest and Incident tickets created and distributed
Window 10 Environment Troubleshooting workstations and laptops
MS O365 – installation, configuration, updating and troubleshooting
MS Outlook – creating accounts for new onboarding candidates
HighSystems Imaging System
oReimaging DELL Latitude laptops 7400, 7420
oDell Optiplex 7090 – reimaging for smart TV’s in meeting rooms
oDell XPS Systems – imaging and configuration setup
Onboarding new employees to IQAir – meeting and orientation discussions
E-Cycling – managed assets to be e-wasted, sent excel doc of equipment to be disposed
Customer service and took care of IT service calls that came into the Service Desk queue.
Created DELL Service Calls for repairs and HP Service calls to ship printers for repairs
Unemployed - 11-20-21 to 01-04-2022
Systems Analyst 1
05-20-2021 to 11-19-2021 – TekSystems – Starbucks Coffee Company – (Remote)
Working on HHOP Tablet project – Android Tablet setup for Drive Thru – Stores
Service Now ticketing system
Cisco VPN
Cisco Meraki Dashboard – Access Point Access & Switch verification
Tuner Administration for tablet updates & configuration
EMC Administration for setting up download packages for tablet installations
AWS – Amazon Phone VOIP Systems – use and queue management
MS Outlook set up and configuration.
Office 365 – Excel, Word, & Powerpoint
Answering phone queues for verification of Technicians scope of work at the stores.
Setting up – print labeler printers for the store, permissions, printer routing
SPC Administration – monitored and set up new stores for tablet instalaltions
Microsoft Teams Application – Meetings and Team gatherings
Troubleshot stores with multiple issues – chronic store queues – High volume stores.
IT Help Desk – User Support Assistant
04-13-2021 – 5-20-2021 – Robert Half Technology – Munger, Tolles & Olson, LLP
Workstation Set up
Reimaging Desktops and Laptops
Assist users in office with any IT Help
Replacing old computer equipment in offices
Service Desk Analyst
12-17-2020 – 04-09-2021 – DiSYS - TCS / SCE
Answering customer calls to reset passwords through Active Directory, RSA / VPN Resets, Mainframe password resets, OKTA Password resets.
Tivoli Mainframe password and account confirmation
BMC Remedy Help Desk ticketing system
Microsoft 365 Office –Outlook, Excel, Word, Powerpoint, Microsoft Teams
Skype and Zoom Conference set up and installations
Troubleshoot DELL Laptop configuration and set up for new users
Avaya Phone Systems
Help Desk Analyst
08-10-2020 – 12-09-2020 Apple One Employment - Hot Topic
Answering Store Phone calls, e-mail requests, created tickets from BMC Track from store issues experienced.
Created tickets / incidents using BMC Track It Software
Resolved Store issues with first call resolution when possible
POS Xstore, Altiris, Remote Central VOIP answering software
Windows 7 & 10 Environment, MS Office, MS Word, MS Excel, MS Outlook.
Windows Active Directory, creating groups, monitoring accounts
Cisco Meraki Console monitoring, Unifed AP monitoring
Staging of replacement VeriFone Pin Pad units to be shipped to stores
Resolved Network Issues, Cellular Back up, dispatch and create technician repairs needed for the store issues.
Mobile POS – IPAD, Blue Tooth Scanner, troubleshooting of mobile devices and or wireless printers.
Unemployed - 12-2019 – 07-2020
Help Desk Coordinator, Sr. Tech
06/2001 - 12/2019
Trader Joes Company
Answered phone calls from stores
Created calls for issues experienced at stores
Opening / Closing or program issues
Resetting of password for computer systems or user accounts
Receiving returned equipment from stores to be categorized for repairs
One call resolution of store issues when possible
Active listening – listening to team member issues and concerns
Communication – communicating with the team on critical incidents with stores
Computer skills – extensive troubleshooting and documentation of incidents, creating KBA Articles for the Help Desk.
Customer service – Listening to each call and getting rapport to their issues
Leadership – taking lead on projects and tasks for the day
Management skills – being a point of contact when Supervisor is not available
Problem-solving – researching, working with other groups to resolve complex issues.
Time management – managing my time to assist customers and crewmembers with issues on calls whenever possible, completing calls and follow ups for the day.
Project Coordinator / Lead – Preventative Maintenance on POS Registers for the stores – clean-up of system boards, cabling & repair of broken equipment and servicing of the network cabinet.
Active Directory Management – Add / Delete – Employees, groups, onboarding
Desktop Support - Assisting with office employee requests and equipment replacement and installations.
Education and Training
Issuing Institution
Location
Degree Received
Course of Study
Computer Education Institute
Los Angeles, CA
2 Years at College or a Technical or Vocational School
Computer
Repair
Los Altos High School Hacienda Heights, CA Graduated Diploma
Occupational Licenses and Certificates
Certification Title
Issuing Organization
Completion Date
A+
Comp Tia
01/2000
Detailed References
Tony Borras, Customer Service
California Title
3324 Belle River Drive
Hacienda Heights, CA 91745
Personal reference known for 38 year(s).
*********@*****.***
Mike Larsen, Programmer
Ekim Productions
3852 S. Silver Oak Way
Ontario, CA 91761
Personal reference known for 19 year(s).
*******@********.***
Social Media:
LinkedIn - https://www.linkedin.com/feed/
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