Technical Support Desktop
Resume:
JOSÉ CRUGEIRAS
La Habra, CA *****
562-***-**** **********@*****.***
SUMMARY
Experienced, courteous, emphatic customer-centered support professional, with a pleasant personality and the utmost commitment to providing high-quality technical customer support. Emphasis on active listening and understanding, methodical troubleshooting, and the comprehensive solving of my customer’s needs (no matter what their technical ability might be), including that all important, but often neglected, follow up. I'm organized, work well under pressure, and fluent in English and Spanish.
SKILLS
20+ years of experience configuring, troubleshooting, and maintaining, computing, and networking systems.
Four years of experience supporting mobility devices, including Apple DEP and MDMs
Six years’ experience in AD/Office365 account creation, modification, and removal
Two years’ experience as part of the Security Incident Response Team (SIRT)
WORK HISTORY
BRITECITY 2024 to Present
INFORMATION TECHNOLOGY SUPPORT SPECIALIST
•Day-to-day system administration tasks including monitoring, installing, maintaining and updating company hardware and software, as well as troubleshooting problems with internal systems.
Irvine Technology Corporation 2023 to 2024
SENIOR INFORMATION TECHNOLOGY CONSULTANT (CONTRACT)
Customer is large discount retailer, working on three projects:
Deploying back office thin client and related equipment for almost 400 stores throughout California, Arizona Nevada and Texas, including scheduling video meeting, walking designated individual with swapping equipment and help with post deployment issues.
Help with corporate move to Tustin, including installation, configuration and testing of infrastructure, working with cabling and other vendors to resolve issues.
Additional technical support for network, including wired and wireless and appliances, including printers.
STIR FOODS 2018 to 2023
NETWORK/SYSTEMS ADMINISTRATOR (INFRASTRUCTURE)
•Support all levels of issues for the organization as the primary point of contact for any technical issues encountered, Deacom ERP support, (production printing and RF scanners)
Data & Voice Network Infrastructure Administration
•Monitor, administer, and operate the enterprise’s computer networks via Masergy, Meraki and Azure.
•Responsible for installation, testing, and oversight of all network hardware, personal computer, software, and related equipment
•Assist in providing computer/network support of hardware and software relating to servers, workstations, Hyper V and RDS VM Hosts, network appliances (Meraki firewall, switches, access points), printers and server/network-based applications.
•Physical (On Prem) and Virtual (Azure and Hyper V) - Monitor health, stability, manage upgrades of both the hardware, operating systems, and relevant enterprise software.
•Networking components / Security Appliances – switches, firewalls, routers, content filters, remote access. • Knowledge of thin-client topology, installation, and deployment - specifically, WYSE, VDI, Citrix or VMware
•Work with 3rd party vendors to support local and hosted infrastructure.
Windows Systems Administration
•Provide support for hybrid Active Directory, Azure VMS, and Office365 account management.
•Assist in support of Active Directory tasks including domain management, GPO, server fine tuning and maintenance, and OS support.
•Windows network domain(s) – Domain Controllers, Active Directory, DHCP scopes, DNS, Group Policy Objects, Certificates.
•Management of corporate anti-virus and content software
Key Accomplishments
•Immediately stepped in to maintain the entire IT Support department after the IT Director abruptly left the company. Assumed primary responsibility for networking and infrastructure to maintain systems integrity, security, and availability. Suggested a reshaping of our department and helped hire replacement IT Director.
•Successfully deployed Multi Factor Authentication (MFA) for all Office365 users, exceeding the target date by 4-6 weeks!
•Completed critical Clarisoft labeling project, working closely with software vendor collecting requirements, setup, and configuration, leveraged internal and external resources, and training documentation.
•Led consolidation of temperature sensors and deployed portal for settings, alarms, and reports to meet FDA and SQF regulations.
•Deployed site-wide Visitor and Employee screening for temperature and COVID-19 related symptoms and contact tracing.
•Assumed role of primary point of contact for Infrastructure and network related duties and communications between vendors, providers, and customers.
•Successfully deployed VoIP solution with Calling Queues, Integrated Voice Responses (IVRs) and Groups to meet business needs.
VENTURA FOODS 2014 to 2018
IT-USER SUPPORT SPECIALIST/SIRT/MOBILITY
Monitored and resolved Service Desk incidents and request, including desktop, notebook and network connectivity, endpoint security breaches and report results to rest of the SIRT team. Single point of contact (SPoC) for all Mobility-related requests including account maintenance, device support, upgrades and monthly bill reconciliation and reporting
Key Accomplishments
•Consolidated ATT and Verizon mobile phone billing plans and reduced data overages and equipment costs by 22%
•Developed workflow to monitor and process User Provision tickets for New User On-boarding and Terminations.
•Leveraged equipment inventory in ticketing system to ease endpoint lifecycle counting.
ADDITIONAL EXPERIENCE
•IT User Support (Temp) Outsource Technical Newport Beach, CA
•Windows 10 Deployment Technician Outsource Technical Newport Beach, CA
•Windows 7 Deployment Technician Outsource Technical Newport Beach, CA
•Lead Tech, Desktop Deployment Robert Half Technology Irvine, CA
•Desktop Support Analyst Trust Company of the West Los Angeles, CA
•Helpdesk/Network/Training Specialist Chorus Line Corporation Vernon, CA
EDUCATION
COMPTIA.ORG CERTIFICATIONS
Security+ and Network+
ITT TECHNICAL INSTITUTE, ANAHEIM, CA 1996
AAS in Electronics Engineering Technology
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