Help Desk Customer Service
Resume:
Martin Otero
Elmhurst, NY 11373
***********@*******.***
TRAINING NETWORK & SYSTEMS ADMINISTRATION IT HELP DESK OPERATIONS TRAINING SUPPORT
IT Professional with an active Secret Security Clearance and proven experience interacting and collaborating with multiple levels of management and diverse technical teams. Possess a comprehensive background in systems and network administration, IT support, and help desk support derived from operating in fast-paced, demanding environment focusing on different sectors of technology. Skilled in the installation and maintenance of computer systems, documenting procedures, troubleshooting communications equipment, and maintaining maximum operational time and systems support. Career supported by the successful completion of various military and professional development courses.
Team Leadership
Information Security
Program Management
Risk Assessment
Process Improvement
Installation & Configuration
Customer Service
Telecommunications
Software Documentation
TECHNICAL SKILLS
Microsoft Office Suite (Word, Outlook, Excel, PowerPoint, Vizio) Microsoft Windows Server Active Directory Group Policy Microsoft Exchange Server Microsoft SharePoint
VMWare ESXi v.5 – VMWare VSphere Client v. 5.5 & Workstation 17
Cisco Systems Routers & Switches (Basic Programming)
PROFESSIONAL EXPERIENCE
United States Army Reserve (Retired) – Fort Dix, NJ June 2005 – July 2024
Training Network & Systems Administration & Management
Served as an Information Technology Specialist with the title of Training Network and Systems Administrator for the 78th Training Division
Guaranteed 97% network uptime for Army Reserve users by proactively resolving data communication issues as they occurred
Executed comprehensive software and hardware upgrades following high-level CIO-established SOPs, enhancing system performance and compliance
Wiped all corrupted workstations within the unit in accordance with security standards
Utilized Exchange PowerShell feature to create new multiple user accounts and mailboxes
Restructured, improved, and managed unit’s printer server by consolidating and standardizing all printers used on the work, improving functionality
Meticulously documented all hardware installations, software updates, and configuration changes, ensuring accurate asset tracking and compliance
Coordinated installation and installed telecommunications and VoIP lines; inspected and maintained wires and cables
Assisted Soldiers moving mobile servers, weighing 140 pounds per box, to different locations across the United States
Helpdesk & Troubleshooting Support
Led a multi-tiered (1-3) helpdesk operation for personnel training across the Continental United States, improving response times by 20%
Wrote, designed, and produced a trouble ticket system for users experiencing system difficulties via a unit intranet site utilizing Microsoft SharePoint
Attached diagnostic equipment to network ports to determine if lines met specifications and functionality requirements
Analyzed technical reference guides to effectively diagnose and resolve diverse system issues, enhancing resolution efficiency
Entered commands via CLI to troubleshoot network connectivity, including Ping [Host IP address, or hostname]
Training & Development
Conducted communications training exercises using Microsoft Windows Servers in a virtual environment
Trained and managed four personnel to maintain the unit’s training servers, improving productivity
Utilized VMWare ESXi v5 to host a closed virtual training network; installed and maintained VMWare software for training exercises throughout the United States
Explained user procedures necessary to transmit data within the Army network
Managed a five-person network team while conducting pre- and post-deployment training exercises to units returning home from and deploying to Kuwait and Afghanistan
Trained staff and users on the utilization of VMWare VSphere clients for virtual management
MARTIN C. OTERO PG. 2
Velocity Technology Solutions – Brooklyn, NY Dec 2013 – Mar 2016
Service Desk Support Analyst (Tier 1)
Provided front-end support for Brookdale Hospital and Medical Center; gathered customer information regarding IT issues, analyzed information, and provided resolutions
Remoted into user-based workstations to assist with login credentials for Brookdale Systems and medical applications, including EPIC
Helped install Citrix Receiver to user-based workstations, ensuring all doctors and nurses had access to EPIC
Mapped networked printers to workstations and installed drivers for personal printers
Conducted troubleshooting for printing errors from windows-based applications and EPIC/network-based printed; sent issues to appropriate personnel and escalated to Tier 2 as needed
Installed necessary hospital applications, including HIS-Keane, Keane Clinicals, and Keane Optimum to users requiring access
Trained users to access Hospital Mandatory Training through Healthstream.com to maintain compliance with New York State Hospital Practice Laws
Utilized Microsoft Windows Server Active Directory users and computers to assist in adding computers, unlocking user accounts, and resetting passwords
ADDITIONAL EXPERIENCE
Field Wireman United States Marine Corps, Camp Lejeune, NC
EDUCATION
Associates of Arts and Science in Computer Information Systems California Institute of Applied Technology
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