Help Desk Support Specialist

SABRINA RAMOS-DIAZ ****************@*****.*** • 786-***-****

***** ** ***** **, *****, FL 33177

TECHNICAL SUPPORT ENGINEER

Summary: With a background in computer engineering and 20 years of experience in technical support, I bring a unique combination of technical expertise and customer service skills to any role. My expertise in diagnosing and resolving software and hardware issues, along with my strong communication and collaboration skills, has enabled me to consistently exceed customer expectations. I am committed to continuous learning and growth and am always looking for new ways to improve processes and deliver exceptional service.

KEY SKILLS

•Highly experienced in helping users with technical problems, highly complex issues, root-cause analysis

•Ability to manage multiple projects simultaneously and documentation skills and training

•Experience with Office 365, including Teams, OneDrive, and SharePoint

•Familiar with virtualization and cloud technologies such as VMWare, Azure, and AWS, Citrix

•Enterprise-wide production and development server administration with Active Directory management

•Extensive expertise in server/software installation, configuration, maintenance, and IT support

•Excellent verbal and written communication skills.

PROFESSIONAL EXPERIENCE & ACHIEVEMENTS

ThinScale Technologies LTD, Remote 02/2022-05/2022

Technical Support Engineer

● Successfully provided technical support for Secure Remote Worker and ThinKiosk product line in US Market as well as application packaging, virtualization, and Cloud (Azure, AWS) technologies.

● Demonstrated my technical expertise by identifying and troubleshooting major and minor issues in our virtualized infrastructure. I've also been responsible for managing support tickets with customers and vendors through Salesforce to ensure timely resolution.

● Provided exceptional support to clients via mail and remote access for software, Microsoft Server, and Virtual Machine. My focus has been on delivering prompt and efficient solutions to meet their unique needs.

The Shade Store/Unique Wholesale (Robert Half), Pompano Beach, FL US 09/2021-01/2022

Network Administrator

● Provided Deskside Support/Network for office and remote users in 9 locations.

● Recognized, isolated, resolved, and followed-up on submitted help desk tickets in a timely manner.

● Installed, configured, and troubleshot hardware and peripherals, Windows and Mac laptops and desktop applications, desktop, and network printers, and assisted with security-related updates or patches.

● Oversaw Windows Infrastructure, including DNS, DHCP, Active Directory, and Group Policies, and utilized multiple VOIP technologies (Cisco UCS, ShoreTel/Mitel).

● Demonstrated networking experience, including VPN and SD-WAN, and exhibited wireless experience with WWAN, WLAN, point to point, and cellular to Wi-Fi bridging.

● Successfully migrated workloads from on-premises to cloud providers (AWS, Azure, GCP), including new wireless networks and devices and Cisco Switching Infrastructure.

Norwegian Cruise Line Holding (Synergy Business Consulting), Doral, FL US 10/2018-09/2021

Enterprise Technical Support Analyst / Service Now Administrator

● Provided VIP support to Level C executives and utilized AD, adding, and managing workstations and maintaining inventory. I also assisted with password recovery for end-users. I setup and installed desktop and laptop PCs, including software, images, and driver installations. Additionally, I facilitated network access for traveling users via Cisco VPN.

● Served as the Teams Administrator for Knowledge Base and assisted in setting up and transitioning to the new ticketing platform Service Now. I became their Administrator and specialized in Knowledge Base and Problem Management.

●Traveled on cruise ship for inaugurals and special events to provide IT Support.

Leon Medical Centers, Kendall, Doral, FL US 01/2012-10/2018

Sr. Support Service Specialist / Support Service Team Leader

● Successfully supervised and manage the overall performance of a team of 5 service desk staff, ensuring business and organizational goals and objectives were achieved.

● Provide technical, network, application, hardware, and server support/solutions for a state-of-the-art medical center and 7 satellite locations with [2000+] users and escalating in ticketing application Footprints.

● Resolve a wide range of IT issues, including troubleshooting, installation, and configuration of hardware and software for workstations, servers, peripheral devices, and networking infrastructure.

● Working with Citrix Studio managing users' sessions and granting access to published applications

● Experience with publishing new apps to XenApp environment

● Staffing Services such as creating and disabling accounts and granting access to applications for New Hires and Terminations of Employees

● Assist users with issues on applications such as Epic, NextGen, Dentrix, Patterson Imaging, Willow, ADP and Etreby

NOVEN Pharmaceuticals, Miami, FL US 07/2011-12/2011

Service Desk Analyst

● Responsible for answering service desk calls and providing technical assistance for about 750 to 1000 company end users locally or remotely to their 3 office locations (Miami, New York, and California) along with Sales Agents nationwide.

● Engaged and tracked Priority 1 issues, with responsibly for timely documentation, escalation (if necessary), resolution and closure of trouble work orders from users in Track It.

● Would also coordinate with IT colleagues and vendors (if necessary) to resolve reported issues

● Facilitated network access for traveling users via Cisco VPN

● Provided Active Directory application support, password resets, and end-user login issues.

● Setup and installed desktop and laptop PCs, with images, software, and driver installation

● Assisted on configuration and support of VOIP Cisco phones, Polycom video setups and meeting management

A Joy Wallace Catering Productions, Miami, FL US 06/2006-06/2011

Technical Support / Office Supplies Manager / Mobile Communications Manager

● Administered 2 different Client locations with about 50 users in different departments and environments

● SBS 2008/11 for Active Directory, Exchange, Group Policies, DHCP, DNS, VPN, NAS

● Used Spice works to document Help Desk calls and Network Monitoring, LogMeIn for remote user support

● Responsible for web services, intranet, and domain administration, updated Company Website, created BBQ Website

● Installed complex hardware and software, upgrades to ensure work is performed as per the company policy

● Responsible for supervision of backup and disaster recovery operations to all systems

● Oversee provision of end-user services, including help desk and technical support services and training

● Negotiated with vendors, outsourced support and consultants' contracts and service agreements, created POC Configured Servers, Workstations, Desk/Cellular Phones, CC Machines, Cash Registers, POS Systems Support, Security Cameras, Biometric Clock

● Network Printers, Copiers, Fax Setup and Repairs, Sound Equipment Setup, Office Supplies Inventory and Purchasing

● Telephone/Voicemail User Configuration on Panasonic KX-TDA200 PBX System, Cellular Tracking, Repair, Billing, Phone Related Requests and Issues on Blackberry Server

● Installed software, patching, upgrading and maintenance of Operating Systems (XP/VISTA/7) 6 Dell Servers, and 4 VMware Servers

● Installed, upgraded and maintenance of server and workstations hardware components as per requirement.

Advanced Micro Services, Kendall, FL US 05/2005-12/2005

Field Operations Technician

● Serviced different Client locations with different environments throughout South Florida

● Provided Support and Maintained Documentation for field work performed at sites

● Trained New Users after the Installation and Configuring of Tel Advantage (Telephone System)

Sony BMG Corporation, Miami Beach, FL US 09/2004-03/2005

LAN Engineer /Help Desk Support

● Supported and Implemented Server Services, such as TCP/IP, Security Policies, Printer Sharing

● Create Daily, Weekly, and Monthly Backups from Several Servers and Ship to Offsite Locale

● Deployed Different Applications to Users

● Maintained Inventories, Created Images, Supported and Repaired Equipment

Greenberg Traurig, Brickell, FL US 05/2004-09/2004

Help Desk Specialist

● Supported User Problems such as Office 2000/XP, Blackberry Issues and Printing Problems

● Assisted in Installing and Setting up Users with Desktop and Laptops

● Logged Incoming Calls in Remedy and Assisted Users with Converting Documents in Different Formats

M.D.A.D./NextiraOne, Miami Int. Airport, FL 03/2004-05/2004

NOC/Help Desk Technician

● Assisted with Ticket Agents Issues, Such as Printing Boarding Passes and Login Rights

● Troubleshoot Hardware/Software and Network Solutions

● Configured CISCO 2500 Series Routers, Switches, Hubs

● Software Installation Packages

Regal Cinemedia Corp, Miami, FL US 07/2003-01/2004

Field Operations Technician

● Maintaining 17 sites in Southern Florida from Key West to Jensen Beach

● Assisted in the Maintenance and Repairing of Equipment

● Worked on Special Projects and Maintained Trouble Ticketing System

Florida Computer College, Miami, FL US 07/2001-07/2003

Computer Support Specialist/Help Desk

● Managing, Administering, setting up Network Policies, Adding Domain Account Users

● Using Norton Ghost or Altiris Imaging to Fix and Set-up for over 500 Lab Nodes

● Implementing Server Services, such as TCP/IP, Sub-netting, Security Policies, Printer Sharing

● Supported User Customer Service and Technical Problems

● Installing, Configuring, Upgrading College LAN consisting of 10 Servers and approx.

EDUCATION & TRAINING

Associate degree in computer science as a Computer Network Engineer

FLORIDA COMPUTER COLLEGE, Miami, FL (2003)

LANGUAGES

Fluent in English, Spanish, French

●MIGROS, INC., Geneva, Switzerland 01/1992-01/1993

Certificate of Completion, Foreign French Language Studies

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