IT Support Technician with CIS Background

Enrique F Gonzalez

219-***-**** ************@*****.***

**** ******** **. *******, ** 46321

Summary

Skilled support technician with extensive IT background, enjoy troubleshooting to find solutions to technical issues. Seeking opportunity where I can apply technical knowledge.

EDUCATION

CALUMET COLLEGE OF ST. JOSEPH, Hammond, IN

Bachelor of Science in Computer Information Systems

Certifications:

CompTIA A +

CompTIA Network +

PROFESSIONAL EXPERIENCE

POS Field Support Technician \ Programmer(Contract Position) 7/2018 - 11/2018

Responsible for planning, documenting, testing, deploying and support of POS system

Provided training and support to end users on use of POS (Reflection Software) system

Proficient in troubleshooting installed software (Reflections) and hardware POS systems via RDP and in person

Responsible for re-imaging hard drives and testing of POS software prior to deployment

Responsible for programming settings on EPSON POS Printers and connection with POS (Reflections Software) are set correctly and receipts are printing properly

Responsible for running Ethernet cables, setting up router and ensuring multiple terminals are communicating and POS (Reflections Software) is functioning properly on network

Responsible for setting up POS terminals with Static IP Addresses and testing to confirm all terminals on network are communicating

Responsible for setting up accounts on POS software and setting proper access rights

Setup and configured RHQ (Cloud) backup access for Clients and provided training on generating reports

Responsible for configuring and installing VPN router

University of Michigan Hospital and Health Systems - Ann Arbor, MI 6/2017 – 11/2017

Aspect Support Administrator (Contract Position)

Responsible for Administration and Support all facets of Unified IP 7.3, Aspect UIP 7.3 SP2, UAD, UCC Admin 7.3 SP2, M3 Designer, APM Reporting, AQM 8.0 Recording, Data Views, UCC RTR 7.3 Web Client

Provide full Dialer and logistical support for entire UMHCS support staff, as well as other ancillary areas that are dependent on Aspect telephony technology ensuring client goals are met

Troubleshoot and resolve issues related to all telephony system alerts or customer complaints

Served as first point of contact and initiated troubleshooting when Aspect Dialer system is down, or having any kind of technical issue affecting users

Created \ Updated KB documentation for Team

Responsible for new Aspect profile MAC (move, add, change) and deletion

Assisted in transition from Remedy ticketing system to Service Now

Coordinated with Vendor in troubleshooting to assure full functionality and systems performance during normal business hours

Attended weekly meetings review all open cases with Vendor (Aspect)

Employment Gap: Due to personal reasons that have since been resolved.

ACE Combined Insurance - Chicago, IL 5/2011 - 11/2014

Systems Administrator

●Primary support for US and Canada call center Managers and Agents

● Administration and Support of Unified IP 6.6 (UIP) and Advance List Management (ALM) 3.1

●Responsible for creation of all new Aspect Outbound Campaign Strategies to meet business goals and objectives

●Responsible for all troubleshooting and resolving of UIP \ ALM issues

●Responsible for Creation and Maintenance of all Inbound Strategies

●Served as UIP \ ALM Subject Matter Expert (SME)

●Responsible for ensuring all maintenance patches and system upgrades are tested, implemented and monitored for business impact

●Provided daily assistance to Management and Agents on dialer usage questions

●Ensured all Dialer Strategies are compliant with all law and regulations

●Assisted Management on weekly meetings that focus on technology and projects

●Worked with Desktop Support Team providing monthly reporting of patching activity and resolving patching issues

●Performed standard System Center administration duties including deployment, monitoring and diagnostics of SCCM

●Assisted Deskside support team in minor troubleshooting and customizing Office 365 applications including Word, Excel, One Note, PowerPoint, Microsoft Access and Skype for Business

●Assisted in resolving tenancy technical issues and monitoring of Office 365 system

●Self-trained in usage of Putty Unix commands to help troubleshoot and resolve common Dialer Campaign errors

PARK NATIONAL BANK, Chicago, IL 11/2007- 3/2010

Systems Administrator

Provide technical on-site and remote maintenance and support for end users on new and existing systems software at Bank branches. Exceed Park National Bank Helpdesk 85% SLA.

Support MS Office, SharePoint (EUC), Windows XP, Intranet, Cisco Phone Call Manager, Cisco Unity, BES Administration, MS Exchange 2000, AD and proprietary applications. Escalate unresolved issues and track resolutions.

Administer and troubleshoot BlackBerry BES for corporate, Texas, Arizona and California branch executives; troubleshoot and oversee administration, purchasing, activation, password resetting, and MS Outlook synching issue resolution companywide and Point of Contact for AT&T wireless carrier.

Assist FBOP Bank Employees with email account set up and resolve MS Exchange, LAN network connectivity and daily PC hardware/software problems.

Resolve Windows XP, MS Office 2003/2007, AD, and Network Ethernet/printer connectivity issues directly at corporate and remotely using Cisco Remote (VPN), NetMeeting and Microsoft RDP.

Create and delete Active Directory Users, workstations, groups, and distribution lists as needed.

Contact this candidate