Daniel Atencio

305-***-****

adwug4@r.postjobfree.com

Technical Skills:

TeamViewer, Break/fix, VPN via MFA access, FOG imaging server set up and configuration, Microsoft Windows 7/10, Technical Support Call Center, McAfee AV,, Service Now Ticketing System, iOS and Android support, Mac OS,, English/Spanish/Portuguese, Mobile phone and tablet support, Ubuntu Linux, Office 2016, Active Directory, Communicator, Citrix, Bomgar, Intune Endpoint and Azure Portal, Office 365 Admin Portal

Certification:

A+ Certification

Professional Experience:

Cognizant Technologies

Desktop Support Engineer July 2021 to present

. Provide service and support to local and remote users, image company devices, manage local inventory, peripherals and Zoom meeting room support and set up when needed. Perform ticket management using Service Now while adhering to established SLAs.

Johnson & Johnson, Miami, FL October 2018 to November 2020

Desktop Support Engineer

• Provide service and support to VIP and executives at the Miami and Miramar offices of Johnson & Johnson as well as remote users.

• Perform imaging of company devices including desktops, laptops and engineering workstations as well as application installation using SCCM, network and local printer installation, installation of secure printers using card readers, data migration and recovery.

• Ticket management using Service Now as well as asset management, escorting visitors to our datacenters, submitting datacenter access reports, updating Visio drawings for datacenters, submitting weekly inventory and verifying monthly Site profiles and Physical security logs.

American Express, Plantation, FL April 2016 to September 2018

Service Delivery Engineer / Desktop Support Engineer

●Provide service and support to over 3,000 users at the American Express service center in Plantation.

●Perform desktop and laptop imaging of Dell, HP and Lenovo assets using SCCM servers, network printer installation, additional software configuration, hardware upgrade and replacement.

●Responsible for handling daily incidents and service requests using Service Now.

●Perform installation of Avaya and Cisco VOIP and digital phones, including phone line tracing and troubleshooting, activating new lines and physical line installation in the telephone closets using to determine port availability using Avaya Site Administration.

AutoNation, Pembroke Pines, FL February 2016 to March 2016

Desktop Support Engineer / Consultant

●Provided desktop support to users of the AutoNation car dealer network performing password resets, managing user accounts, Citrix sessions, printer installations, software upgrades and computer policy updates.

Avaya Inc., Miami, FL May 2012 to December 2015

Desktop Support Engineer

●Performed system and data migration for users in the Avaya network at a national level.

●Administered and updated the local FOG imaging server.

●Provided technical assistance to users via TeamViewer.

●Connected users to network printers and secure wireless network.

●Configured VPN access for mobile and virtual workers using Multifactor Authentication (E-Token).

●Troubleshoot systems via TeamViewer.

●Coordinated warranty repairs with outside vendors like Dell and Lenovo.

●Imaged/reimaged desktops and laptops using FOG server. By implementing this server, I reduced imaging and set up time from over two hours per device to under 20 minutes, including user profile set up and installation of extra apps.

●Decrypted and repaired systems using McAfee PE boot disc.

●Managed inventory using HPSM.

●Assisted users that were locked out of the domain by using remote tools such as Juniper and MFA token software.

Education:

Keiser College, April 2002 – March 2003

Network Administration; this course consisted of Windows Server, Novell, Cisco networking, Microsoft Active Directory and Infrastructure, Red Hat Linux, CompTIA A+ courseware, Access and practical PC building.

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