Support Representative Specialist
Resume:
RUDY VALDES
Miami, Fl. *****
Email: **********@*****.***
Phone: 305-***-****
Objective: To obtain a position in the IT field, where I will utilize my experience, and skills as an Information Technology Professional. Education:
Computer Network Technician
Florida Career College
Miami, Florida - US.
Graduated.
Certifications:
CompTIA Network+
COMP001020152892
CompTIA A+
COMP001020152892
Technical Skills:
* Active Directory to create, configure, and disable user accounts, as well as to add/remove computers.
* Microsoft O365 for inboxes and distribution lists creation and access.
* Citrix installation and troubleshooting.
* Intune for Android and Apple OS.
* SCCM and Acronis imaging applications.
* Windows 7, Windows 10, Microsoft Office 2010, 2013, O365
* More than 13 years of experience providing WAN/LAN helpdesk support, directly with users, as well as over the phone, on a network of several hundred of users located in several U.S. cities, and foreign countries.
* Computer Assembly, Software Installation and Troubleshooting.
* Set up, configuration, and security implementation of Wireless Access Points.
* Malware removal.
* Multitasking.
Languages: English/Spanish
Work Experience:
The Palace Group
Miami, Fl.
10/2022-01/2023
Helpdesk Support II
* Providing remote and on-site L2 technical support for the Palace HQ, Palace Kendall, Palace Homestead, Palace Weston, Palace Coral Gables, the CareOne Pharmacy Services in Deerfield & Sandford buildings regarding hardware, software, and network related problems.
* Use Active Directory to create or disable user accounts, reset passwords, change user profiles.
* Use SCCM to image Desktops, Laptops using PXE boot.
*Installing, upgrading and troubleshooting Office 365.
* Identify problem sources to resolve hardware and software failures and malfunctions.
* Install, maintain, and repair company computers, printers, scanners and other peripherals.
* To map Network resources and shared directories.
* Add or remove computers from the domain.
* Research and evaluate computers and network software and hardware to determine their utility.
* Check, maintain, and repair/replace computer equipment, and peripherals such as phones, printers, scanners, etc.
* Setup Wi-Fi access for visitors and local users.
* Provide support for Microsoft Teams meetings.
* To Participate in training and retraining of users as required. Intermex Wire Transfer
Miami, Fl.
10/2021-09/2022
Technical Support Representative II
* Providing L2 technical support to clients located in Miami HQ building and in other states regarding hardware, software, and network related problems.
* Use Active Directory to create and disable accounts, reset passwords, change users’ profiles, as well as reactivating or disabling workstations.
* Setup Outlook client on Android and iPhones.
* Use SCCM to image Desktops, Laptops and Surface Pro.
* Encrypting laptops with Bitlocker.
*Installing, upgrading and troubleshooting Office 365.
*Installing and troubleshooting VPN clients such as CheckPoint and Globalprotect.
*Adding client’s cellphones to DUO admin console and assist them during the enrollment process.
* Identify problem sources to resolve hardware and software failures and malfunctions.
* Install, maintain, and repair company equipment (PCs, printers, scanners, etc.)
* To map Network resources and shared directories.
* Add or remove computers from the domain.
* In charge of keeping computer inventory updated.
* Research and evaluate computers and network software and hardware to determine their utility.
* Check, maintain, and repair Local Area Network connectivity, as well as repair/replace computer equipment, and peripherals such as phones, printers, scanners, etc.
* Setup Wi-Fi access for visitors and local users.
* Setup projectors on conference rooms and provide support for Microsoft Teams and Zoom meetings.
* To Participate in training and retraining of users as required.
* To open, close, or keep track of support tickets, using JIRA ticketing systems. KForce Inc.
Miami, Fl.
03/2020-01/2021
Helpdesk Support Specialist
* Providing remote L1-L2 technical support for a client with offices located in several cities in the United States regarding hardware, software, and network related problems.
* To open, close, or keep track of support tickets, using Service Now ticketing systems.
* Identify problem sources to resolve hardware and software failures and malfunctions.
* Setup Intune Company Portal and Outlook client on Android phones and iPhones.
* Use Active Directory to create and disable accounts, reset passwords, change users’ profiles, as well as reactivate workstations.
* To map Network resources and shared directories.
* Computer hardware/software installation, upgrades, and troubleshooting
* Malware scan and removal.
* Troubleshoot Citrix client configuration issues.
*Setup webcams, scanners, personal printers, faxes and professional multifunction devices
*Installing and troubleshooting VPN clients such as FortiClient and Globalprotect.
*Installing, upgrading and troubleshooting Office 365.
* To document solutions to problems related to hardware, software, and network issues, resolving them independently or referring them to appropriate staff as needed. Bupa Global
Palmetto Bay, Fl.
10/2011- 02/2020
Helpdesk Support Specialist/PC Technician III
* Providing technical support to users located in Miami and in the Latin America regions regarding hardware, software, and network related problems.
* Setup Intune Company Portal and Outlook client on Android phones and iPhones.
* Use Cisco Call Manager to setup Cisco phones and add user to phone queues on Cisco UCCX.
* Use SCCM and Acronis to image Desktops, Laptops and Surface Pro.
* Encrypting laptops with Bitlocker or Check Point/End Point Security software.
* Identify problem sources to resolve hardware and software failures and malfunctions.
* Install, maintain, and repair company equipment (PCs, printers, scanners, etc.)
* Use Active Directory to create and disable accounts, reset passwords, change users’ profiles.
* Create inboxes and distribution lists in Microsoft Exchange 2010, and O365.
* To map Network resources and shared directories.
* Add or remove computers from the domain.
* In charge of keeping computer inventory updated.
* Research and evaluate computers and network software and hardware to determine their utility.
* To grant or remove access to applications such as Citrix, iSynergy, and Scandox.
* Check, maintain, and repair Local Area Network connectivity, as well as repair/replace computer equipment, and peripherals such as phones, printers, scanners, etc.
* Setup Wi-Fi access for visitors and local users.
* Setup projectors on conference rooms and provide support for Webex and Skype for Business meetings.
* To Participate in training and retraining of users as required.
* To open, close, or keep track of support tickets, using Service Now ticketing systems.
* Computer hardware/software installation, upgrades, and troubleshooting.
* Malware scan and removal.
* To instruct users about basic security measures to protect computers, and company data.
* To provide after-hours support according with on-call schedule defined by Help Desk manager
.
MEDICAL BUSINESS SERVICE.
Miami, FL.
09/2010 – 06/2011
Helpdesk Support Specialist / Network Administrator
* Helpdesk support for 200+ users, over the phone, directly with users, or remotely connected using Remote Desktop, Crossloop, Real VNC, Ultra VNC, Tight VNC, and Team Viewer.
* Installing, and providing support for Windows XP Professional, and Windows 7 computers.
* To create and disable accounts, reset passwords, change profiles to user accounts, using Active Directory, on a Server 2003 environment.
* To properly name computers according to departments, and branches, as well as assigning them to the correct group and OU in Active Directory, on a Server 2003 Domain Controller.
* To provide support for Black Berry phone users.
* Basic network cable maintenance and troubleshooting for connectivity between VoIP Polycom phones, CISCO VoIP phones and computers, to the network.
* Physical troubleshooting for connectivity between CISCO Switches, Patch Panels, and Network outlets on walls, using a Tone Probe to identify ports on walls.
* To setup, connect, and troubleshoot printers and fax machines and scanners.
* To install and configure IBM Lotus Notes for email client, IBM AS400, Laserfiche, CITRIX Web Application, and VPNs for remote access to hospitals.
* To work jointly with 3
rd
party software vendors to support several applications.
* To open support tickets with Zotec Partners in Carmel, Indiana, for CITRIX access issues.
* To install, configure, and show users how to work with FileZilla for FTP on remote servers.
* To create FTP accounts on local FTP server and show clients how to connect to their FTP folders.
* To configure Desktops, Workstations, Laptops, Printers, and peripherals using DHCP, Static IP, for proper authentication, and network resources access.
* DHCP IP reservation using MAC addresses.
* To map Network resources and shared directories.
* To contact hospitals IT support to create and unlock user accounts.
* Using Kayako ticketing system to keep track of open/closed support tickets.
* Computer hardware/software installation, upgrades, and troubleshooting.
* Data recovery using external HD enclosure, as well as using Data recovery software, and cloning software.
* To clean temp files, and the registry using Windows utilities, as well as freeware software, with purpose of improving computer performance.
* Malware scan and removal using Antivirus, and Antispyware software.
* To instruct users about basic security measures to protect computers, and data. ALTERNATIVES INFORMATION SYSTEMS.
Miami, Florida.
02/2007 - 08/2010
Computer Network Technician.
* Desktop support over the phone, remotely or directly with the user.
*Windows 98, 2000, XP (Home, Professional, Media Center), Vista, Windows 7 support.
* Basic network cable maintenance and troubleshooting for connectivity between CISCO switches, CISCO VoIP phones and computers on the network.
* To setup, connect, and troubleshoot printers and fax machines and scanners.
* To configure Desktops, Workstations, Laptops, Printers and peripherals using DHCP, Static IP, and Novell Client 4.91 SP5 for proper authentication, and network resources access on a Windows XP Pro,
& Vista 64 environment.
* To properly name computers according to departments, as well as assigning the correct workgroup.
* To properly configure users as Administrators, Users, Guests, or Power Users according to the needs of each department.
* To map Network resources and shared directories.
* To install and configure Novell GroupWise E-mail client.
* Computer hardware/software installation, upgrades, and troubleshooting.
* Data recovery using external HD enclosure and using Data recovery software as well as cloning software.
* To clean temp. Files, cookies and the registry; Windows Disk Defragmenter, as well as freeware software to provide Hard Disks maintenance.
* Malware scan and removal using Antivirus, and Antispyware software.
* Detailed inventory report about Brand Name and location of devices, users, passwords, serial number, and hardware/ software installed as well as maintenance of 250+ PCs and users.
* To instruct users about basic security measures to protect computers, as well as data. Professional References upon requested.
Contact this candidate