Technical Support Engineer

Vincent Arrue

Virginia Beach, Virginia *****

Cell 615-***-**** • ************@*****.***

PROFESSIONAL SUMMARY

Experienced IT Systems & Support Engineer with 14+ years of hands-on experience supporting enterprise-level environments across healthcare, real-estate, and pharmaceutical media industries. Known for delivering superior white-glove support to executive stakeholders, managing complex issues, migrations, streamlining onboarding workflows, and driving cross-functional IT initiatives. Adept at troubleshooting, device management (Intune, Entra ID), ticketing systems (ServiceNow, Remedy, Jira, Footprints, iSupport), and cloud technologies (Azure, AWS). Fluent in Spanish

Currently seeking opportunities in Systems Administration, Senior Solutions Engineering, Application Support, and Technical Support (Tier I–III and beyond) to expand impact in high-availability, client-facing, and mission-critical roles.

SKILLS

Technical Support & Systems Admin:

●Windows 10-11, Windows Server, OS X, Linux,

●Active Directory, Group Policy, DNS, DHCP, TCP-IP

●Azure, Entra ID, Intune MDM-MAM, WDS, Exchange Admin Center, AWS

●VMware, Hyper-V, SonicWall VPN, Citrix Cloud Portal, AWS Workspace-EC2

●SQL Server Management Studio, PowerShell, PowerBI, Tableau

Remote Tools & Ticketing Systems:

●ServiceNow, Remedy, Jira-Confluence, KACE, iSupport, Front Range ITSM

●Remote support: Bomgar, GoToAssist, TeamViewer, RDP, VNC

Enterprise Applications:

●Office 365, SharePoint, Teams, Zoom, Citrix, SCCM

●Mobile Device Support: iOS, Android, Windows Phone

●A-V Setup: Clickshare, Neat Bar, Crestron, WebEx, Skype Video

●HealthEdge-OICS, Vitech V3, QNXT

Soft Skills:

• Ticket Management: Proficient in tracking, documenting, and resolving technical incidents using ITSM platforms such as ServiceNow, JIRA, and Remedy.

• Proven leadership and mentoring ability; trained and managed junior team members, established best practices, and led successful onboarding and migration initiatives.

• Stakeholder Management: Skilled at navigating competing priorities, aligning with business goals, and ensuring cross-functional collaboration.

• Root Cause Analysis: Experienced in identifying technical and process-related issues, and recommending solutions that prevent future incidents.

Work Experience

Optum (UnitedHealth Group) – Remote –Technical Support Analyst - Data Analyst 04-2024 – 04-2025

(Contract)

• Achieved a 90% reduction in open support tickets, resolving long standing issues and bringing the backlog from 60 to 6

• Triaged and monitored Azure Data Factory (ADF) pipelines and Azure Blob Storage Explorer to ensure timely ingestion and transformation of healthcare claims and eligibility data

• Diagnosed, analyzed, debugged SQL load errors using Azure Monitor and Log Analytics; implemented fixes in coordination with engineering.

• Designed and deployed custom Tableau dashboards for business stakeholders; translated complex datasets into insights that influenced decisions.

• Analyzed root causes of recurring data failures, presented data-backed solutions to stakeholders, and documented findings for long-term process improvement.

• Managed ServiceNow tickets, tracked incidents, and ensured HIPAA-compliant handling of healthcare data throughout.

Matchpoint Solutions-WiPro – UHG Optum – Sr. Desktop Support - Nov 2022 – Present (Contract)

• Create onboarding workflow – collaborating with various teams to structure documentation for users migrating from Prospero-Landmark Health to Optum

• Walk users through migrating and setting up their new Optum devices, providing white glove senior level support to nurses, doctors and other staff migrating to Optum

• Hold and support Command Center open calls for users to call in during set hours for assistance

• Assist users with migrating their data via OneDrive

• Kept Knowledge base up to date with new, pertinent info and solutions shared with all team members

• Implement and roll out multifactor authentication via Microsoft Authenticator for migrating users

Real Capital Analytics-MSCI – Service Desk Engineer - Feb 2021 – Aug 2022

• Provide superb technical-customer support to C-level executives & users and based in US, EMEA & APAC

• Using Domain admin privileges to create, terminate, and edit security groups for users, leveraging Azure, PowerShell-Active Directory

• Utilized Intune to enroll new & manage existing workforce devices and apps by managing conditional access-device compliance-group access policies, testing and adding new apps per business requirements

• Leveraged AWS to create virtual Workspaces for APAC-EMEA-Americas users.

• Created distributions list groups, shared resources, applied access licenses in Azure

• Utilized SQL Server Management Studio to add users to SQL databases based on role

• Identified issues with the new hire-terminations workflow and provided cost effective business solutions

• Collaborated closely with HR in developing and streamlining the onboarding-offboarding process for new hires-terminations

• Troubleshooting SonicWall VPN-firewall issues for US-overseas based remote users

• Managed VMware clients, applying updates, rebooting stale sessions, and assisting with access requests

• Managed the purchasing of equipment, peripherals, and various software licenses

• Implemented and installed Neat Bar conference room A-V equipment and cameras in all the office conference rooms

• Rolled out new Verizon telephony system, managing user import-export into the Verizon management console, applying extensions, and assigning direct lines

• Collaborated with MSCI engineering team with the integration of RCA environment with MSCI post- merger; testing our applications on Lenovo equipment to ensure functionality

• PROJECT: Training 10-member Service Desk Team based in Mumbai

Omnicom Health Group – Biolumina Group – Service Desk Engineer - March 2019 – Feb 2021

• Provide white glove IT support and resolve complex technical issues escalated by our tier I-II PAIGE help desk

• Perform high-level onsite dispatch to troubleshoot-resolve client requests and provide A-V Support for client meetings held onsite.

• Document and resolving all incoming escalated requests and tasks via Service Now ticketing system

• Manage a team of three Paige service technicians, ensuring that tickets get resolved in a timely and complete fashion.

• Work closely with the Biolumina leadership to devise & execute IT projects and solutions for the organization

Project: Office expansion - Organization expanded into a different floor of the building. Collaborated with network engineers to perform de-rack-re-racks from the server farm and got all the network ports switched to the OHG network and established other areas where network drops were needed in the new office building

Project: Conference room equipment setup: Outfit all large conference rooms with Clickshare presentation setup. Arranged for the other conference rooms to all have TVs and projection equipment installed

Project: Create new IT onboarding procedure: Created a new IT onboarding procedure for new hires. They meet with me and go through an in-person orientation; detailing best practices, company resources, what they are and how they are utilized.

Berkshire Hathaway HomeServices – New York Properties – Desktop Support Engineer - February 2017 – March 2019

• Provide outstanding second-third tier support to New York-New England real estate agents; remote, onsite & offsite on installed PCs, networks, telephone systems and peripherals with routine maintenance

• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

• Install, configure, monitor, deploy and maintain client desktop software & hardware

• Configure conference room A-V setup for meetings and other presentations

• Install and deploy Mitel phones for the NY based offices

• Application testing and troubleshooting via SCCM rollouts-updates

• Migrated NY based offices to Office 365 from Exchange 2013

• Utilize Group Policy to manage and configure Win 7-10 real estate agent resource computers.

• Deploy and configure new Mitel VOIP phones for the entire NYC office.

Omnicom-CDS- Mercury Public Affairs – Desktop Support Engineer - January 2016 – February 2017

• Provide second level IT desktop support to internal team members nationwide to resolve computer issues in person, by email and phone with a focus on customer support and demonstration of excellent customer service and communication skills

• Procure, install, configure, monitor, deploy and maintain client desktop software & hardware and mobile device support

• Account creation, termination, and group modification in Active directory

• Provision email accounts, create distribution lists in Citrix Cloud Portal

• Build Windows images and upload to WDS, deploy Windows-Mac images

• Review and approve IT equipment leases

• A\V support systems: ClickShare, Skype Video Conferencing, Adobe Connect Video Conferencing, Crestron systems

• Utilizing Citrix Cloud Portal to create-modify-manage distribution groups and provision email accounts

• Project: Email migration to Office 365 – compiled groups of users to be a part of UAT testing to ensure seamless migration to

Omnicom-CDS- Porter Novelli - Desktop Support – August 2015 – June 2016

• Provide IT desktop support to internal team members to resolve computer issues in person, by email and phone with a focus on customer support and demonstration of excellent customer service and communication skills

• Provide daily IT support for staff with desktops, laptops, printers, conference room systems and hand-held devices (iPhone, Androids, iPad), VOIP phone systems

• Manage IT hardware installs, adds, moves and changes

• Providing remote support to users via remote control tools (Team viewer, Adobe Connect, Go2Meeting, etc.)

• Utilizing iSupport to create-log-close incidents and to track asset inventory.

• Utilizing Citrix Cloud Portal to create-modify-manage distribution groups and provision email accounts

• Clone images, reimage-wipe systems using Linux based FOG Cloning and System management software

• Supporting MS Office products: Office 2010-2013 Lync 2013

• A\V support systems: ClickShare, Skype Video Conferencing, Adobe Connect, WebEx, Crestron.

• Perform Company-wide move to another office building

1199 SEIU National Benefit Fund – Service Desk Associate – Contract February 2014 – August 2015

• Provide professional and effective technical support to a high volume of end users on systems and applications

• Identify, research, troubleshoot and resolve moderate to complex incidents involving software, hardware and network related issues

• Create incident reports; prioritize requests via telephone and e-mail and escalate incidents to the appropriate support team when necessary

• Create and maintain knowledge management and providing guidance to team on processes and procedures regarding different issues and systems

• Supported benefit administration software such as Vitech V3, QNXT medical-dental platforms and many other proprietary benefit management software

Project:

• Recreating and enhancing user self-service experiencing via Front Range ITSM by optimizing the service catalog for end users

• Expanding the knowledge base to better assist the IT team and end user business experience

• Providing training for new service desk associates on service desk policy and procedure

The Visiting Nurse Service of New York – Service Desk Associate – Contract December 2013 –February 2014

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

• Receiving, logging and managing calls from internal staff via telephone and email

●• Supporting MS Office suite 200*-****-****

●• Supporting Microsoft operating system: XP-7-8.1

• Assisting nurse staff with newly distributed MS Surface tablets, along with Lenovo and Panasonic tablets and laptops.

• Performing basic network troubleshooting to isolate and diagnose common network problems

• Assisting remote teleworkers with issues within terminal servers

• Providing assistance with Nokia Lumia and Blackberry phones.

• Utilizing Symantec PC Anywhere to remote into computers to facilitate the troubleshooting process.

Take Care Health Systems-Walgreens - Tier II Support Specialist-Desktop Support- (Contract June 2012 – April 2013)

• Provide quality Tier II level support to onsite-remote employer clinics and Walgreens retail clinics across the country

• Provide desk side support for the users within the corporate office

• Support several electronic medical record (EMR-EHR) programs

• Citrix support and administration

• Support Active Directory, creating-modifying accounts, groups and password resets.

• Supporting hardware such as configuring network printers, workstations, scanners, switches, Verizon mobile broadband cards.

• Supporting Microsoft Office products and support Secureconnect VPN for remote users

• Participating in company-wide projects such as migration of Take Care Health Systems outlook system to Walgreens Outlook 365

Dell - Client Technical Support Associate - August 2011 - November 2011

• Focused on delivering an outstanding customer experience-Customer de-escalation

• Going above and beyond assisting customers with out of scope issues to ensure customer satisfaction

• Responding to customer technical problems and issues related to networking, hardware, software, via phone and email.

• Documenting detailed logs of interaction with customers and description of troubleshooting procedures and methods.

• Supporting Dell’s sales organization by assisting in selling Dell’s products and services.

Additional Contract Positions

• DaVita -

Technical Support - Contract Apr 2012-May 2012

• Insequence Inc

Support Specialist Contract - Feb 2012-Apr 2012

• Carrier Enterprise -

Help Desk Support - Contract-Jan 2012-Feb 2012

• Quanta

Computer Repair Team Associate - Contract-January 2011 - June 2011

EDUCATION

Associate of Applied Science – Information Technology & Biomedical Technology

FORTIS Institute, Graduated: Jan 2011

GPA: 3.8

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