Desktop Support Team Lead

****************@*****.*** Luis Sandoval 727-***-****

Job Related Summary:

15+ years of POS experience

10+ years of team lead in the implementation of software applications, including POS

10+ years of supporting onsite break/fix of POS, Servers and Office equipment

7+ years of PCI Compliance

20+ years of experience with Windows 7,10 and Microsoft Office applications

20+ years of experience with Customer Support

15+ years of experience with working with mobile devices.

Former Raymond James Financial Contractor April 2012 – Oct 2013, August 2011 – April2012.

Excellent communication and interpersonal skills

OBJECTIVE:

To obtain employment with a company that offers a positive atmosphere to learn and implement new skills and technologies for the betterment of the organization

SUMMARY:

I am interested in obtaining a position in Management support leading a team to perform at its best even in the most challenging ways. Work in an environment that focuses on fostering internal growth for advancement to both employee and organization. Bilingual (English/Spanish)

TECHNICAL SKILLS:

Deployment and maintenance of POS Clover system

Excellent verbal and written communications skills with global executives and technical teams.

Knowledge of PCI/DSS compliance

Experience with Microsoft Office applications

Knowledge and understanding of security risks and best practices

Installation, maintenance and management of client/desktop operating systems (Microsoft Office programs, Windows Operating Systems, 7, 10, 11) And MobileIron for mobile devices

Active Directory and Windows Server knowledge (installation and support)

Experience with Solarwinds including ServiceNow ticketing system

WORK EXPERIENCE:

IT Venue Tech Assistant Oct2021 – Present

Legends Hospitality

Perform stadium wide inspection of ALL POS devices before events to ensure systems are operational and maintain PCI Compliance

Troubleshoot POS systems throughout Raymond James Stadium

Install new equipment from POS to credit card readers and Video menus

Run CAT 5E cable to various offices and other peripherals

Senior Implementation Specialist Aug2022 - Present

Poolcorp

Team Lead of 10 workers with software implementation

Provide Demos to potential clients about our software applications

Assist with onboarding to new customers who signed for our software applications

Troubleshoot incidents about applications and provide to developers for fixes

Testing on upgrades and update to software applications

Assist with POS implementation at retail stores

Install and support of server installation and Network support

Service Support Representative Feb2022 – Aug2022

Explained to potential clients about how our software would help increase revenue for their business

Answer calls from clients about software issues

Test upcoming software updates to make sure all issues were fixed

Try to replicate issues clients were having

Report bugs/issues through ticketing system

IT Field Support Specialist May2020 – Feb2022

Pinch A Penny (Poolcorp)

Installed, configured and maintained all POS systems for retail stores

Answered calls in help desk center related to troubleshooting and fixes for POS

Handled inventory management for resales of stores to new owners

Assisted setup of new payment terminals in 250+ retail stores

Trained new store owners in using POS, Office computers and software for pools

Senior End User Support Specialist Sep2019 – Apr2020

Raymond James Financial

Deploy New PCs to users whose current laptop is out of warranty

Install software remotely

Resolve incidents related to software/hardware errors

Senior Desktop Support Analyst Nov2014 – Aug 2019

Consolidated Information Solutions (contractor for Transitions Optical Inc.)

Completed project upgrading all PCs to Windows 10

Deploy new PCs to onboarding and existing users including remote users who use VPN

Support Global Leadership Team with proven customer service including Non-Technical audience

Experience in CA Service Desk ticketing system which provides tracking and assigns to proper teams

Complete different projects related to moving Data Center (user share moves, new print server setup, etc.)

Lead person on security encryption project with McAfee Drive Encryption to all End Users

Senior Help Desk Support Oct2013 – Nov2014

Dex Imaging Inc.

Remote desktop support for all MFP copier/scanner/printer Konica Minolta, Canon and Kyocera

Dispatch local tech if issue cannot be resolved remotely

Information Security Access Analyst April 2012 – Oct 2013

Raymond James Financial

Daily responsibilities include security monitoring of all access granted

Familiar with CA Service Desk Management and Service Desk Catalog

Working with different departments on various applications for securing access and quality assurance

Removing all access for SQL and Oracle Databases and granting/removing access to various applications

ECM Tech Support August 2011 – April 2012

Raymond James Financial

Supported desktops and workstations for Equity Capital Markets department

Research and responds to various requests for equipment malfunctions

Knowledge in Financial concepts, practices and procedures within Raymond James Financial

Sales Associate/Assistant Store Manager March 2001 – October 2010

Hess Corporation, Pinellas Park, FL

Duties include daily paperwork such as sales reports, profit and loss control audits

Create schedule for the employees, order groceries for the store as well as supplies needed for daily operation while supervising five to ten employees

EDUCATION:

ITT Technical Institute, Saint Petersburg, FL Graduated: September 2010 3.98 GPA

Associate of Science – Computer Networking Systems/ Information Technology

Bachelor’s Degree – Information Security Systems Graduated: June 2012 3.86 GPA

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