IT Services

ROLANDO JOEL ECHEVERRIA

IT SUPPORT

512-***-**** **************@******.*** 2309 W Continental St, Edinburg, Texas 78541 PROFILE SUMMARY

Highly competent and results-oriented IT support specialist with more than 25 years of practical expertise in implementing, maintaining, and providing support for computerized operations. Skilled in installing, programming, optimizing, troubleshooting, repairing hardware and software applications for large corporations with intricate and evolving technological demands. Adaptable to dynamic work settings, willingly assuming responsibility and swiftly adapting to job requirements. CORE SKILLS & COMPETENCES

Adept at problem-solving, troubleshooting and delivering exceptional customer service and support.

Ability to prioritize tasks, manage time effectively and meet deadlines while ensuring timely resolution of issues.

Capacity in keeping detailed records of technical issues, troubleshooting steps and creating solutions.

Excellent leadership skills proven through the ability to coordinate teams, share knowledge and insights with members.

Outstanding knowledge of hardware and software tools; installing and configuring hardware components.

Willing to travel and utilize my bilingual skills to communicate effectively. KEY ACHIEVEMENTS

Developed a new ordering procedure within the WASP asset tracking system, incorporating a “Reference ID” for efficient order placement for Clinical Pathology Laboratories IT Regional Departmental Process.

Conducted training sessions for local staff on the procedures and key aspects of the WASP system and on proper asset disposal process.

Implemented an improved process for the disposal of IT equipment, including decommissioning and secure destruction of hard drives.

Organized and consolidated items in the IT inventory room throughout the year, ensuring easy access to essential field production items for technicians.

Successfully updated and uploaded a new Standard Operating Procedure (SOP) for wiping hard drives.

Installed and utilized the latest version of the KILLDISK application (Kill Disk Pro) for wiping hard drives and efficiently wiped over 1000 hard drives using the KILLDISK application.

Processed and imaged 528 PCs/laptops into the Configuration Management Database (CMBD) and IT Room Stock Inventory.

Enhanced productivity by setting up a second external HD docking station for faster data wiping using KILLDISK.

Created “Quick Call Templates” within Cherwell, currently undergoing review for deployment and developed a list of

“Quick Call Templates”, which will expedite the creation of help tickets and provide standardized solutions to common issues.

Rebuilt, tagged and inventoried 345 units as part of the PC rebuild project, returning them to production.

Executed a project involving the deployment of over 1500 ATLAS imaged Windows 10 installations to field locations in various regions.

Imaged over 575 PCs into ATLAS CMBD and IT Room Stock Inventory.

Retrieved 672 field ATLAS PCs, integrating them into the IT Room Stock Inventory.

Collaborated with TLC Office Systems to retag labels with new ID numbers for a total of 75 units issued by TLC.

Demonstrated teamwork by providing support in various areas, including, imaging, inventory stocking/ordering reports, equipment disposal, and incident troubleshooting processes. WORK EXPERIENCE

TECHNICAL SPECIALIST ENGINEER 2018- PRESENT

Sonic Healthcare Tier 2 client service Austin, TX

Provide comprehensive support for all PC network systems software and peripherals at Sonic Healthcare Corporate Regional and CPL Austin office.

Offer remote and on-site support for staff located in offices across the country using IT Cherwell Service Management Helpdesk System.

Take charge of remote desktop and server environment using VMware, Sphere Client Cisco AnyConnect, VPN, and Bomgar Remote Support Tools.

Administer Windows 7, Windows 10, Windows 11 and active directory management while assisting with MS Office suite

(2013/2016, Office365) and Adobe products.

Lead support technician for PC and Laptop Windows 10 image creation and deployment and administering WASP Inventory Asset Management.

TECHNICAL SPECIALIST ENGINEER 2015- 2017

DJO Global Corporation (Surgical Division Austin, TX

Supported all network systems, software and peripherals for the DJO Austin office catering to VPs, Managers, engineers and operating staff comprising 450 employees.

Offered remote and on-site support to staff in various offices Nationwide by utilizing the IT Service Now Helpdesk System.

Managed the remote desktop and server environment using Bomgar and Dame Ware Remote Support Tools.

Provided assistance for MS Office Suite products, LAN-related components, Cisco and AVAYA VoIP system support, installation and support for office multifunction printer.

Ensured AV Conference Room connectivity for remote conferences and administer Dell data protection encryption manager 9.7.

SYSTEM ADMINISTRATOR/ANALYST II 2001 – 2014

AECOM Austin, TX

Enhanced all Network systems and desk-side PC-related software and peripherals for Austin, San Antonio, Dallas, New Orleans, and Baton Rouge offices.

Developed and maintained software application for tracking business and system resources manage regional equipment inventory.

Administered XP Pro, Windows 7, Windows Server 2003/2012 R2, and Active Directory Manager.

Collaborated with City of Austin technicians to interface City and AECOM project management systems for the Austin clean water program.

Supported LAN-related components and led office consolidation, network infrastructure installations and setups. PRODUCTION LEAD SUPPORT TECHNICIAN/PROGRAM ANALYST 1996– 2001 Dell Computer Corporation Austin, TX

Rectified all network system and PC-related issues while the leading support technician and programmer analyst.

Administered Novell and WinNT4.0 Servers and provided on-call 24-hour support, network backup and software support.

Developed over 28 software production tools and applications for production floor processes and implemented companywide Windows 95 upgrade from Windows 3.1.

Managed four field production technicians and allocated area support regions.

Setup conference room connectivity for remote conferences.

Supported Zebra barcode language and HP laser jet printers. EXPERTISE

Software Administration

Project Management

Help Desk Management

User Training

Documentation

Security & Vulnerability Management

Network Administration

Hardware & Software Installation

MS Windows Operating Systems

Problem & Incident Resolution

WASP Asset Management

Troubleshooting

EDUCATION

BACHELOR OF BUSINESS ADMINISTRATION (BS) IN COMPUTER INFORMATION SYSTEMS University of Texas Pan American, Edinburg, TX

CERTIFICATIONS

Dell Dispatch Policies and Procedures

Visual Basic Programming Languages

Dell Notebook Systems

Dell Desktop Systems

TECHNICAL SKILLS

MS Office Suite 10 – 365

Bomgar Remote Support

OWA Webmail,

VoIP Phones (Cisco &

Avaya)

Printers Canon, Sharp, HP,

Ricoh, Brother

Cisco Network Components POE

Switches

Desktops, Tablets, Mobile Phones

Microsoft Surface Pro 3

Thin Client (Wyse)

Windows NT, 2000, XP, 7, 10, 11

MS Access/Excel Database

OKTA Manager

Active Directory

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