Technical Support Specialist
Resume:
Gerry Espinoza
San Antonio, TX *****
***********@*****.***
- http://linkedin.com/in/gerry-espinoza-b5203729
Summary
Highly experienced Technical Support Professional with a proven ability to diagnose and resolve complex hardware and software issues. Deep expertise in current onboarding, desktop, security, and networking technologies, including data management and InfoSec within the Banking and Healthcare industries. Administered and served as a Subject Matter Expert (SME) for Vynamic View. Skilled in managing cross-functional IT teams and overseeing comprehensive onboarding processes, including equipment provisioning, Active Directory user creation, badge assignment, and permissions/privilege administration.
Work Experience:
Volt under contract with Leidos QTC Management VA Division
•Traveling Tech 70% Travel US only.
•To assist Leidos suite of companies for the VA Veterans Administration, US government Armed Forces.
•NSA and agents in Harding Network and provide hand on security training to personnel of Veteran Administration.
•Onboarding specialist to work with HR to provide Equipment management and database cloud migration.
Robert Half / START Research Cancer Center September 2024 – Present IT Support Specialist / Systems Administrator
•Provide technical support to healthcare professionals, resolving diverse technical issues efficiently and effectively.
•Manage the Active Directory database, handling personnel onboarding and offboarding, scheduling, and assigning privileges for North American including Card Management.
•Serve as an administrator for essential applications, including ARIA, OKTA, Office 365, and Intune Management.
•Duties included working with HR to support new member including training, ID Card creation. assist various onboarding duties
•Lead initiatives like the North America Refresh project, focused on upgrading hardware, software, and performing general server maintenance.
•Security and HR officer duties including onboarding and badge/ priveliege admistrator
•Oversee deployment migrations and maintenance of the Meraki environment, ensuring system reliability and optimal performance.
Jan 2023 to June 2024 L2 Software Deployment ATM
Experis / Manpower Group, Citibank COE (Contract) Jan 2023 – June 2024
•Scheduled and deployed security software and patches for Citibank ATMs using SWA.
•Configured policies in Citibank/CMS, including RKL, CA, EPP serials, and PIN pad lead management.
•Improved Citibank applications such as Vynamic View.
•Utilized ServiceNow to manage incidents, tasks, and training requests.
•Investigated defects, developed action plans, and provided software automation support.
•Created comprehensive reports and documentation for senior leadership on projects and processes.
•Supported Citibank Networks GCC by evaluating, testing, and resolving network issues, including ATM troubleshooting with DHCP and TCP/IP protocols.
•Performed Active Directory management duties.
•Zebra Card Printer SME
Network Engineer / Break fix Lab Citibank / ATM Technical HTx Services Citibank San Antonio, TX May 2021 – May 2023
•Led hardware and software deployments for corporate testing environments, including UAT and production.
•Served as Hardware Topology Coordinator for Citibank UAT R&D Lab.
•Provided technical support and equipment management for test sites in San Antonio and Dallas campuses.
•Managed ServiceNow ticketing with an 89% first-time resolution rate.
•Oversaw pre-authorization and authorization processes for POS purchases, e-commerce, and ATMs.
•Directed installation and configuration of hardware, including printers, PIN pads, servers, workstations, switches, and routers.
•Reimaged and installed Windows 20H2/21H2 images, configured SCCM, and managed software deployments.
•Supervised ATM technical support teams and managed pre-production lab equipment.
Information Security Technology Engineer UnitedHealth Group (Well Med) San Antonio, TX Apr 2020 – Nov 2021
•Administered user access, entitlements, and privileges for Well Med.
•Hardened security practices and enforced InfoSec guidelines across systems.
•Supported 10+ enterprise applications, including MS Active Directory account management.
•Resolved 20+ daily ServiceNow tickets, escalating as needed.
•Managed EMR/EHR data transfers, including provider notifications.
•Utilized applications like DataRap, IKA, and eCW for operational support.
Technical Support Tier II USAA / CYNET San Antonio, TX Jul 2016 – Apr 2020
•Delivered desktop, remote, and helpdesk support for USAA Bank.
•Resolved Level II and III issues through ServiceNow ticketing system.
•Managed Active Directory duties and provided training for employees at all levels.
•Specialized in VMware, Office365, and virtual machines.
•Took the lead on troubleshooting Outlook, Skype, Excel, and other productivity tools.
•Created and updated knowledge base articles to improve operational efficiency.
Education & Certifications
ACI Learning
•Computer User Support Specialist: Completed CompTIA Security+, Network+, A+, ITIL4.
•Security Analyst Training: Certified Ethical Hacker (CEH) and Certified Network Defender (CND).
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