Technical Support Help Desk
Resume:
Sergio Reyes
Cell: 747-***-**** Phone: 805-***-****
Email: ******.********@*****.***
To obtain permanent employment with potential growth. Providing technical experience and technical support skills. Highly self-motivated individual that tries to always exceed expectations. I can perform both in independent and good team player.
Professional Qualifications
Software and hardware troubleshooting
Windows Server 2008 R2, SP1 management maintenance
Installing, upgrading operating systems
Setting new user profiles with active directory
Monitoring security policies, Data Usage and bandwidth speeds for all networked servers
Maintaining office equipment printers, copiers, and faxes
Assigning IP addresses for interlink print servers
IT Consultant, Help Desk, Tech Support and System Analyst
Backing up and restoring data information
Laptop, Desktop, Server, and Printer Repair
Virus, Spyware, Malware, Root Kit Cleanup
SCCM, Remote Desktop Support, Dameware, VMware, HPDM, WebEx, Symantec PC Anywhere
Internal and external support for sales division
Imaging operating systems via symantec ghost
Uploading system updates, Patches, Drivers Utilizing SMS Administrator
Database Maintenance, ADP Payroll System, Excel, Access
Mobile Iron Administrator, Experience with Geneva ticket system, SNOW ticket system
Installation, Activation of RSA Security tokens for mobile devices
Skills - Experience
Collaborated with Vendors Dell, Sony, MPC, Toshiba, Lenovo, Acer, MSI, Gateway, HP, Xerox, Eltron, Zebra
Dos, Unix, Citrix, Veritas Backup & Restore, Code42, OneDrive, Lan/Wan, TCP/IP, AS400 Applications,
Cisco Webex, At&t Communicator, Avaya, 3CX, Parlance, iPhone, iPad, Blackberry
Dameware, Connectwise Screen Connect, SCCM, RDC, TeamViewer, Skype, Microsoft Teams, Zoom
Service Now, SCCM, SAM, Solar, SMART, ADI, McAfee, ADP, Business Objects, Liberty, TrakIt, AR Remedy
Windows NT, Windows 2000, Windows XP Pro, Windows Vista, Windows 7 Pro, Windows 10 pro
Windows 2003 Server, Windows XP Server, Windows 2003 Server R2, Windows Server 2008
MS Office 2003, MS Office 2007, MS Office 2010, MS Office 2013, MS Office 2016, Office 365 Suites
Education
1989-1992 Santa Paula Union High School Santa Paula, CA
1993-1994 Ventura College Ventura, CA
2000-2001 El Camino College El Segundo, CA
2004-2005 University of Laverne Burbank, CA
Certifications
2015 Dell Certified
2015 HP Certified
Employment History
IBM
Tech Support III (2017 – Current)
Break fix hardware related issues on laptops, desktops, data transfers and e-mail migrations.
Working with service now troubleshooting tickets both internal and external customers and clients.
Prepping computers for out of state users with unrecoverable and critical problems.
Working in active directory to check account lockouts and user e-mail setups.
Installing drivers and troubleshooting internet connection issues on company network.
Deploying software with SCCM automated tools for end users that require work application installations.
Imaging systems for both end user break-fix and recovery issues
Providing support to home users to get them operational and back to functional status.
Installing printers remotely and assisting with setups.
Responsible for communications, maintenance, and payments of contracts with multiple vendors.
Data transfer migrations to new refresh project systems.
Installing and providing support for mobile device installs and setups.
TEKsystems / Anthem
Tech Support II (2014 – 2016)
Using Active Directory (AD) to update computer listings and rectify network domain issues.
Prepping and deploying systems as required for new users.
Serviced customer calls and correspondence for internal and external customers.
Providing technical support to internal and external personnel.
Migrating data from users to new setup computers.
Opening and closing work order tickets for end users with both hardware and software issues.
Entering computer data for all completed work tickets on internal database.
Desktop support with software and hardware related issues
Providing support for network, software, hardware critical related issues for local and external end users.
Implementing training courses for new recruits.
Configuring firewalls for use for new environment upon replacement.
Checking UPS backups are functioning when hit with power outages.
Utilizing dars to deploy software needed both internal and externally used.
Reimaging desktops and laptops for newly hired end users.
Setting up computer encrypted desktops and clinical tunnel systems, printers, scanners.
Updating default printers for each department for tracking inventory purposes.
Tracing cables to update information for installation of new racks for patch panel switches.
Activating switches for ports to be used on company network.
Guitar Center
System Analyst (2003 – 2014)
Setting up pos systems for customers
Providing tech support to internal and external users
Creating tickets for engineering to diagnose complicated issues .
Troubleshooting hardware for pos machines that are not functioning
Supporting sales personnel in the field with break-fix solutions
Working with teleconferencing to arrange meetings
Resetting password for user e-mail accounts
Using active directory to unlock windows accounts
Working with 3CX to troubleshoot phone issues
Naval Marine Corps Intranet (NMCI)
Tech Support II (2001 – 2003)
Responsible for ensuring that all production and quality goals for the unit were met.
Troubleshooting, communicating changes in deployment of computers to specific
high security clearance areas.
Break fix desktop and laptop systems for all company travelers.
Providing, support for iPhones and iPads mobile devices.
Preparing mobile workstation for employees with special needs.
Activation of network ports for network use for multiple devices.
Trained new staff on policies/procedures and audited associate’s work.
Liaison between Individual and Small Group business claims, membership, and underwriting departments.
Involved in the Business Continuity Process, drills, attend the monthly/quarterly meetings, compile and
distribute the BCP meeting minutes.
Tracing cables to update information for installation of new racks for patch panel switches.
Loading software on handheld scanners used to scan vital information.
Monitoring and supporting tape backup and restore functions.
Dispatched deployment team to proper locations within the naval base.
Xerox The Document Company
Tech Support Lead (1997 – 2001)
Installing Sun Solaris operating systems for both end user and client computers.
Promoted to "IT Lead" within three months. In charge of team of ten "IT" technicians working within a "Unix” environment.
Promoted to "IT Lead" within three months. In charge of team of ten "IT" technicians working within a "Unix” environment.
Advanced to "IT Supervisor" position after six months prior to promotion.
Responsible for evaluating and analyzing, test cases for "CAR" (Corrective Action Response) phase.
Processed, data results of test cases into Xerox, "DocuSP Automated Test Tool".
Providing help to end users with Unix related problems.
Testing of unreleased software for prototype printers for both local and external customers.
Utilized, "AR" (Action Request) system referred to as the "Remedy System" to report data entry of all administrative problems, problem events, verifications, and unresolved problem issues.
References
Armando Lopez 805-***-**** CEO
David Nowlen 818-***-**** Lead System Analyst
Steven Guerrero 626-***-**** Senior System Analyst
Arthur Macalma 805-***-**** COO
Al Atrakchi 619-***-**** System Analyst
Karina Mendoza 805-***-**** VP Secretary
Renee Martinez 805-***-**** Admin Supervisor
Steve Martinez 805-***-**** Shipping & Receiving Lead
Fernando Calderon 805-***-**** Sheet Metal Technician
Abraham Friend 805-***-**** Purchasing Agent
Darrin Ingram 818-***-**** IT Support Services Manager
Lee M. Real 805-***-**** Quality Assurance Lead
Denise Munoz 805-***-**** Utilization Case Manager
Rhonda Stafford 805-***-**** Regional Manager Admitting
Wendy Ventuleth 805-***-**** Human Resources
Rosie Ramirez 805-***-**** Admitting Clerk
Nina Wells 805-***-**** Nursing Education
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