Felix Bourdier

Tamarac, FL 201-***-**** adynx5@r.postjobfree.com

Summary

Over 10 years of exceptional customer service experience -

Bilingual; Fluent in English & Spanish

Experience with networking tasks and using various software and hardware

Motivated individual; team player

Technical Summary

Networking

Create and manage Active Directory users and groups, firewalls, and routers

Configure servers such as NAT, DNS, DHCP, file and print

Fault tolerance and back ups

Manage and monitor network performance issues

Software

Windows

MS Office 365

Lotus Notes

Spiceworks

SysAid

Remedy Tickets

Remote Access

Inscape365

Apple iOS

TeamViewer

Azure

ServiceNOW

SalesForce

SOTI

Hardware

Perform clean data wipes and encryption of sensitive data on portable media

Install and restore various hardware configurations

Experience

Bit-Scanner Support Analyst, DHL, Plantation, FL 4/22 - Present

Supported over 9000+ courier devices throughout all DHL hubs in North America

Managed and organized software updates

Analyzed courier devices to avoid data overages

Maintained a comprehensive inventory of IT assets

Technical Analyst, Sirius Computer Solutions, Boca Raton, FL 11/20 – 03/22

CSP provider servicing over 200 customers with their Microsoft 365 Products

First line of support with needed assistance within their Microsoft 365 tenant

Supported customer incidents on their products remotely

Applied, tested and documented new solutions

Participated in projects taking lead or support role to completion

Program Specialist, Early of Learning Coalition Palm Beach County, Boynton Beach, FL 1/20 -11/20

Assists in coordination of identified projects with direction from Project Manager

Supports providers with general technical assistance relating to program initiatives

Produces information by transcribing data to produce summary reports

Assist with data collection and documenting all phases of the identified project

IT Specialist, Early Learning Coalition of Palm Beach County, Boynton Beach FL 3/16 - 01/2020

Provided Level I and II Help Desk support to ELC staff in all locations via ticket system, phone, and email

Assisted IT Director with management and implementation of the Provider Portal

Set up and distributed accounts via the Microsoft 365 Admin Center

Assisted in the network development, management, and maintenance of the Coalition

Help Desk II Technical Support, Charter Schools USA, Fort Lauderdale FL 8/13 - 3/16

Lead Technician for 2 charter schools in Broward County

Maintained and managed their domains, user base and print servers via Active Directory

Strong track record for analyzing complex issues, identifying patterns, and recommending creative solutions

Managed and organized multiple projects to completion

Help Desk Technical II Support, Inbound Call Experts, Boca Raton FL 1/13 - 4/13

Assisted 300+ customers with their computer issues over the phone and through remote access

Repaired viruses and malware using the LogMeIn Rescue Software

Diagnosed troubleshooting tickets

Support Technician (Contracted through ASI System Integration),

McGraw-Hill, New York, NY 11/12 - 12/12

Helped accommodate the McGraw-Hill employees into the new offices after their old offices were devastated by the events of Hurricane Sandy

Provided new equipment to the employees that were affected

Diagnosed trouble tickets locally and remotely

Assisted in setting up meetings and conference calls

Next Day Support, Windows 7 Deployment Specialist (Contracted through ASI System Integration)

Par Pharmaceuticals, Woodcliff Lake N.J. 6/12 – 6/12

Helped image and distribute 300+ machines

Assured data was successfully backed up and migrated to the user’s replacement machine

Diagnosed and troubleshoot issues for the users

Trained and oriented users on their migrated machine’s new features

Desktop Support, Mercedes-Benz U.S.A, Montvale, N.J. 12/10 - 3/12

Supported over 1,500 employees throughout MBUSA

Diagnosed trouble tickets and repairs locally and remotely

Proficient with in-house MBUSA applications such as VERA, Rumba, Vega

Brake/Fix Local and Network printers throughout MBUSA Headquarters

Field Technician, ASI System Integration, New York, N.Y. 4/10 - 12/10

Image an abundant amount of PCs and wipe hard drives with Department of Education images

Replaced malfunctioning hard drives and migrated hard drives from old to new PCs

Dispatched to public schools to set up computers and printers into classrooms and staff offices

Networked printers to work on wireless to multiple machines

Education & Certification

Microsoft 365 Certified – Teams Administrator Associate 4/2022

Microsoft Certified – Security, Compliance and Identity Fundamentals 9/2021

Microsoft Certified Azure Fundamentals 6/2021

Microsoft 365 Certified Fundamentals 1/2021

University of Miami Cybersecurity Program, Miami, FL 3/20 – 11/20

ITT Technical Institute, Fort Lauderdale, FL 2/15 - 9/16

Associate of Science: Network Systems Administration

Per Scholas Institute for Technology, Bronx N.Y. 3/10 – 4/10

CompTIA A+ Certification (Certificate Number: COMP001020086519)

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