JUAN MANUEL GOMEZ

**** * ******* ***, *** Angeles, CA 90032 323-***-****

adward@r.postjobfree.com

SUMMARY

Highly efficient and dependable Desktop Support Specialist with 10+ years of experience providing day to day technical assistance to a broad-based of computer systems and users

Provide excellent customer service by restoring service to customers efficiently

Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to customers as soon as possible

Maintain a first-class level of customer service ensuring that customers are treated efficient and in an appropriate manner

Excellent helping and resolve computer systems issues to users via, remotely, phone and in person

Experience Installing, upgrading and repair EUC equipment (desktops, laptops, and associated peripherals) and break/fix support for networked printers and scanners

Experience Installing, configuring and troubleshooting applications and operating systems, Windows 7, 10 and Windows Sever 2008, 2012. Microsoft Office 2016, O365, Mac Operating Systems

Efficient Installing Office Application troubleshooting Outlook and office 365 issues

Extensive experience in managing users and computers using Active Directory by adding computer accounts, removing, renaming, unlocking and disabling computers, creating Organizational Units, enabling and disabling computer accounts, adding computers and users to Security Groups and bitlocker accounts

Setup, configure and support iPods, iPhones, MacBook’s, iMac, devices

Knowledgeable creating, updating and documenting incidents in Service Now ticketing system

Efficient tracking and updating computer assets in Service Now asset management database system

TECHNICAL SKILLS

•Critical thinker who addresses and resolves client issues quickly

•Customer service oriented and resolving problems

•Consistently exceeds performance standards

Software

•Installed, configured and troubleshoot an array of software applications and

operating systems, Windows XP, Windows 7, 10 and Windows Sever 2008, 2012

and 2016

•Microsoft Office 2016 O365 and third-party applications, Mac Operating Systems

Hardware

•Configured and troubleshoot Desktops, Laptops, Tablets, Surface Pro,

Servers, Switches and Routers. Setup and configured network printers HP, Lexmark,

Minolta, MacBook’s, iMacs, iPhones

Computer Languages

•Successfully designed, wrote and logically debugged many programs using different programming languages such as C++, Visual Basic, C, Java Data

Base Access, and Oracle, PowerShell scripts

PROFESSIONAL EXPERIENCE

April 2022 – February 2023

City of Hope

Desktop Support Engineer Duarte, CA

Provide day to day technical assistance for Windows computer systems and Virtual Desktop VDI devices

Monitor and prioritize incidents and tickets

Remote and local technical support utilizing remote desktop tools

Deployed and configured VDI devices using windows operating system

Advanced VDI and desktop computers troubleshooting issues

Knowledgeable dealing with Citrix Receiver and Citrix Published Desktops

Excellent communication when dealing with Clinical end users

Ability to work in a fast paced clinical environment and understand the criticality of the work being performed as it pertains to patient care

Ability to clearly articulate any issues encountered to Level 2 and 3 infrastructures, operation and network teams during implementation

Ability to adapt easily to changes

Utilize Service Now ticketing system to resolved document, manage and communicate with user

January 2020 – March 2022

Northrop Grumman

PC Network Support Tech 3 Azusa, CA

Provide day to day technical support to request from end users

Install, troubleshoot, service, upgrade and repair personal computers, printers, peripherals and related PC software

Connect and configure personal computers to existing networks

Refresh and decommission laptops and desktop computers

Provide excellent customer service by restoring service to customers efficiently

Active Directory Management, including group memberships for users and objects; manage, move or delete objects

Interact with computer system vendors and Break/Fix laptops and desktops and other computer components and peripherals

Resolve and document incidents according to process specification

September 2019 – October 2019

City of Pasadena Water & Power

IT Support Specialist Pasadena, CA

Received and responds to inquiries and requests for technical assistance from end-users

Support and Provide day to day assistance to users on a based network running Windows Operation systems 7, 10 and hardware issues.

Windows 10 migration project, imaged new computer systems using SCCM and installed third party applications

Troubleshoots, diagnoses and resolves first- and second-tier hardware, software and network connectivity problems on-site or by telephone

Install, configure and upgrade hardware and standard software in accordance with established end-user profiles

Diagnoses hardware, software and network malfunctions; researches potential solutions; replaces components and performs other maintenance and repair

Active Directory Management, including group memberships for users and objects; manage, move or delete objects

Support report administration by creating, deleting and managing printer queues on print server

Assists and training end-users on new equipment, hardware and software capabilities

Ensures delivery of excellent customer service through fast and thorough response to requests and probing for information regarding the technical issue

Imaged, configured and deployed new computer systems for new users

Installed and configured O365 and assist users with the installation and configuration of third-party applications

March 2019 – August - 2019

City of Long Beach

Systems Support Specialist II Long Beach, CA

Supported and Provided day to day Technical assistance to users on a based network running Windows Operation systems 7, 10, Apple’s Operating System and hardware issues.

Managed service request tickets and conduct problem analysis and identify solution.

Imaged, configured and deployed new computer systems for new users.

Installed and configured O365 and assist users with the installation and configuration of third-party applications.

Removed renamed and add new computer systems to active directory.

Setup scheduled with customers to test and swap out computer systems, migrate customer’s data profiles from old windows operation system 7 to new windows 10 system

Deployed new computer systems and setup local and network printers and other peripherals

Created, updated, and document resolutions of incidents and tasks in Service Now ticketing system

Assessed and resolved technical failures to local users and provide excellent customer service via remote, phone or in person.

Interact with computer system vendors and Break/Fix laptops and desktops and other computer components and peripherals

Managed computer systems equipment inventory in Service Now of deployed and recovered computer hardware

Installed, configured and troubleshoot Virtual Private Network software

Troubleshoot and resolved computer network issues

April 2018 – November 2018

Mercury Insurance Group

Desktop Support Specialist 2 Brea, CA

Provided assistance and resolved technical failures to local users via remote and phone

Windows 7 to Windows 10 migration, imaged new computer systems using SCCM installed third party applications using Altiris as a deployment tool.

Configured and test all the applications installed to ensure that applications work properly, removed renamed and add new computer systems to active directory, added and removed users and computers from security groups.

Setup schedules with customers to test and swap out computer systems, migrate customer’s data profiles from old windows 7 system to new windows 10 system.

Deployed new computer systems and setup local and network printers and other peripherals, Created, updated and documented incidents in Service Now ticketing system

Break/Fix laptops and desktops and other computer components and peripherals

Managed computer equipment inventory, ordering and deployment of hardware and software

December 2017- March 2018

Pomona Valley Hospital

Desktop Support Engineer Pomona, CA

Supported and Provided day to day Technical Support assistance to users on a based network running Windows Operation systems 7, 10, Apple’s Operating System and hardware issues.

Prepared and imaged computer systems using SCCM and Microsoft Deployment Tools

Encrypted computer systems with Sophos and Bitlocker encryption software

Backup and migrated user’s profiles Windows 10

Configured and Deployed Zero Client VDI using Wyse Management, Citrix and AppSense

Troubleshoot VDI systems

Created Organizational Units and managed users and computers

Enabled and Disabled computer account, add computers and users to Security Groups

Setup, configured, maintained and deployed HP printers

Provided assistance and resolved computer systems issues to users remotely, phone and in person.

Setup, configured and Support iPods, iPhones, MacBook’s iMacs

Troubleshoot and repair computers and peripherals issues

Opened, updated and documented solutions of computer systems and printers using Footprint ticketing system

Serves as company liaison with customer on administrative and technical matters

August 2017 – November 2017

Cedars Sinai

Desktop Support Technician Beverly Hills, CA

Prepared and imaged computer systems using Windows Deployment Services

Backup and migrated user’s profiles of Windows 7 to Windows 10

D-Installed and installed Laptops, Desktop and Printers

Setup and configure computing peripherals such as printers, monitors, scanners, mice, keyboards, and other equipment computer equipment

Provided assistance and resolved computer systems issues to users via email, remotely and via phone system

Setup, configured and Supported iPods, iPhone, MacBook’s, iMac and other devices

Troubleshoot computers and peripherals issues

Managed users and computers using Active Directory by adding computers accounts, removing, renaming, unlocking and disabling computers

January 2017 – April 2017

Kaiser Permanente

Workstation Computer Technician Downey, CA

Supported and Provided Assistance to 5000 users on a based network running Windows XP, 7 and Windows 10

Responsible for receiving new computer systems unboxing and scanning to upload in Asset Trak inventory system

Interviewed clients as part of the pre-deployment asset discovery

Imaged, configured and deployed computer systems.

Installed and configured third party applications

Updated asset management system to reflect work performed, monitoring daily activity, troubleshooting network usage and computer peripherals, perform system backups and data recovery, resolve network communication problems independently, e-mail administration, disk capacity monitoring and network security

Prepared assets for disposition

Travel to various clinics and Hospitals to deployed computer systems

Setup and configured computing peripherals such as printers, monitors, scanners, mice, keyboards, and cable management

Troubleshoot computer and peripheral issues and document resolution via Help Desk application

Assisted users with the migration of Lotus Notes to Microsoft Office 365

Performed hands-on fixes at the desktop level including installing and upgrading software, implementing file backups, and configuring systems and applications

Provided assistance and resolved computer systems issues to users remotely and via phone system

September 2016 – December 2016

Congnizant – Hemmersbach

IT Service Technician Los Angeles, CA

Traveled to customer’s sites performed break/fix to Desktops and Laptops

Provided technical assistance to computer system users

Backup and restored data

Reimaged computer systems using System Center Configuration Manager

Setup and configured computer systems for new users

Troubleshoot and repaired network printers

Setup and Configured local and network printers

Managed users and computers using Citrix system

February 1997 – June 2016

Valmont Industries

IT Support Specialist Los Angeles, CA

Assess problems with hardware, software of Desktop & Laptop computers, work with IT System Analysts to diagnosed and resolved system problems

Diagnosed and maintained switches and routers operational

Diagnose network Connectivity sluggishness and resolve issues

Re-imaged and configured Windows Operating Systems Windows Deployment Services

Monitored Servers, routers and switches performance

Managed and maintained network printers

Assisted users to resolve computer related issues.

Educate users’ effective use of Software applications and computer systems.

Maintained local systems inventory, system deployment, replacements and rollouts

Setup and configured Servers 2008, 2012, DNS, DHCP Severs

Senior Cost Estimator

Provided pricing and quotations to customers for new business

Communicate with customers to clarify information quoting

Call or visit Customers to obtain additional information as required

Analyze blueprints and other documentation to prepare time, cost, process, and labor estimates

Contact customers and/or vendors to resolve questions about, purchase orders, engineering drawings, or specifications

Review and confirm pricing on all jobs received; Log, track and follow up on all quotes

Serves as a liaison between Outside Sales, Customer Service and Production Departments

Review pricing on processed jobs for profitability

Assist in customer issues when applicable

Consult with clients, vendors, and personnel in other departments to discuss and formulate estimates and resolve issues

EDUCATION

Persuing Bachelor’s Degree, California State University, Los Angeles

Associate Degree, East Los Angeles Collage

CERTIFICATION

MCSA, Pasadena City College, December 2017

A+ Technician Support Specialties, COMPTIA - March 2008

CCNA, Certificate Computer Network, Los Angeles Trade Tech - November 2005

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