Technical Support Customer Service

Miguel A. Marcos

® ALSIP, IL *****® Email: **************@*****.*** ® Mobile: 708-***-****

Professional Traits & Summary

IT professional with extensive experience in the administration and support of networks and information systems in public and private sectors. Expertise in the implementation, analysis, optimization, troubleshooting and documentation of network systems. Proven ability to lead and motivate teams that focuses on accomplishments geared towards improving infrastructures, policies, and procedures. Proven track record for diagnosing complex problems and delivering effective solutions. Dedicated and trusted with a niche for customer service and support.

Core Competencies Include

HARDWARE: HP-Dell-Cisco-Checkpoint-Fortinet-SonicWall-Apple-Backup Tapes/Disk-SAN-Triton/Websense

OPERATING SYSTEMS &SOFTWARE: Windows(XP/7/8/10/11 Workstation, Server 2003-2019, MacOS, Linux, IOS, Netware), Email(Exchange,O365, Google Workspace)Cisco-Meraki(routers/switches/APs), Patch Management(WSUS, HfNetCheck Pro, BigFix, SCCM), Web Content Filtering(Websense/Triton Enterprise), Backup(Symantec Backup, VEEAM, CommVault), Endpoint Management & Inventory(Symantec Ghost, SCCM, Altiris, LanDesk, ZENWorks, ScreenConnect), Endpoint Protection(McAfee, Symantec, TrendMicro, CrowdStrike), Database(MS SQL, Zmanda), Firewall (Checkpoint Firewall1, Cisco ASA, Fortinet),Virtualization(VMWare, Virtual Box, Parallels) MDM(JAMF, Filewave,Mosyle), Scripting(VBScript, PowerShell,AppleScript), HelpDesk(ZENDesk, Jira, Web HelpDesk), SIS(PowerSchool, AdminPlus), EMR, JIRA, SLACK, Voip(8x8,RingCentral, HyperCore, Nextiva)

Professional Experience

Information Technology Lead, Midwest Region

® Chicago, IL (October 2022 – December 2024)

Hours per week: 40

Projects: VoIP migration (8x8,RingCentral to Nextiva), Finetune Mosyle (MDM) and ScreenConnect

Hardware: Apple/HP-Dell Printers, computers/Cisco-Meraki switches, APs/Chromebooks/LIS

Software: macOS/AD/Google WS/Jira/Mosyle MDM/ConnectWise/O365/CrowdStrike/EMR/VoIP

® Installing and configuring computer systems and applications, training end-users on functionality

® Meet with users to analyze, troubleshoot and diagnose hardware problems

® Travel to Midwest locations for onsite support

® Build and maintain user accounts in various systems – Google/Active Directory/O365/Clinical, etc.

® Documenting processes and performing diagnostic tests

® Troubleshoot clinical equipment

® Maintain and write Knowledge Base articles

Technology Systems Specialist

® Palos Heights, IL (October 2020 –June 2021)

Hours per week: 40

Projects: Migration from FileWave to JAMF School MDM

Hardware: Apple, iPads, projectors, printers, audio/video, HP servers

Software: Windows 10,11,2016/AD/MS Office/JAMF, FileWave MDM/Google Workspace

Set up, install, troubleshoot and perform maintenance of technology systems.

Assist in technology service requests, help desk, software configuration.

Take lead in network and system administration, focus on iPad MDM.

Manage JAMF/FileWave MDM, Apple School Manager, Google Workspace environment

Technology Coordinator

® Walt Disney Magnet School ® Chicago, IL (August 2016 –October 2020)

Hours per week: 37.5

Projects: AD & OS upgrades, Altiris Ghost deployment, Windows Golden Image creation & updating

Hardware: HP, Dell, projectors, printers, audio/video, iPads

Software: Windows 7, 10, 2016/AD/MS Office 2003-2016/Altiris/JAMF MDM/ PowerShell

Create/deploy Windows imaging, hardware builds, backups, desktop security

Assist in technology service requests, help desk, software configuration

Take lead in network and system administration, interactive panels and task automation

Research and implement industry standards into infrastructure and operations

Inventory, asset tracking, asset management

IT Helpdesk Engineer/System Administrator

® Austin, TX (March 2016 – August 2016, 2018)

Hours per week: 40

Tools Used:

Hardware: Dell, Lenovo, Apple, printers, audio/video, Cisco Switches

Software: Windows 7,10/2008, 2012/AD/MS Office 2010-2016/Endpoint Security

Identify malfunctions that continue to occur, and work with related teams to solve the fundamental issues.

Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities.

Support technical issues involving Microsoft’s core business applications and operating systems

Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and processes, reviewing system and application logs, keep the case log up to date and verifying completion and scheduled jobs such as backups. Configure users in a Microsoft Domain Environment

Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

Basic remote access solution support: VPN, and Terminal Services

IT Support Associate

® Chicago, IL (March 2015 –March 2016)

Hours per week: 40

Tools Used:

Hardware: HP, Dell, Lenovo, Apple, projectors, printers, audio/video, SAN

Software: Windows 7,8,10/2008,2012/AD/MS Office 2007-2013/Citrix XenServer/ Linux RHEL/ OSX/Zmanda

Configure, test, maintain equipment and information, research and storage systems, services and application packages. Deploy and maintain desktop computing systems (Mac, Windows and Linux), and monitor, troubleshoot and resolve system issues with servers, networks and storage.

Manage access controls, maintaining system security in accordance with University security policies. (Active Directory)

Assist in technology service requests: resolve user-reported problems with desktop computing systems, server based systems, and digital information and equipment.

Maintain and support audio/visual media labs.

Write and maintain systems documentation. Assist in researching, proposing, and purchasing technology improvements for the college. Train and supervise student technology staff. Keep current in developing relevant technologies and acquire skills to help manage and maintain specialized facilities in the college. With expertise and ability support web development, technology-enhanced teaching and learning, and innovative uses of media and technology.

Technology Coordinator

® Chicago, IL (August 2013 –March 2015)

Hours per week: 25

Projects: Active Directory deployment, Server Build, Windows Golden Image Creation

Hardware: HP, Dell, Lenovo, Projectors, Doc Cams, Printers, Chromebooks, audio/video

Software: Windows 7,8/AD/MS Office/ Symantec/Altiris Ghost/PQD Deploy

Install hardware and software (Active Directory, 2008 Servers, HP, Dell)

Create and deploy classroom images (Windows 7/8, HP, Dell, Lenovo, Chromebooks)

Set up and optimize the user environment (Group Policy, Reg Hacks)

Troubleshoot hardware and software functionality and equipment, including, but not limited to, printers, computers, copiers and LAN equipment and provide troubleshooting workshops as needed

Assist with the selection and purchase of equipment and support materials needed to achieve school’s goals and the planning, design and installation of future network expansions as growth demands

Collaborate with teachers in implementing technology into the curriculum

Create, maintain and oversee integration of technology plan

Network Administrator

® Chicago, IL (October 2011 –August 2013)

Hours per week: 40

Projects: Migrate Exchange 2010 to 2013 (HA/SR), Sunset servers, Build DCs and distribute FSMO roles

Hardware: HP, Dell, Lenovo, Sony, projectors, printers, SAN, routers, switches, audio/video, tape library, B2D, telecom

Software: Windows XP,7/AD/ MS Office 2007-2013/MS Server 2003/2008 Server/Exchange 2007/2010/ VMWare/Backup Exec/ Websense/ SQL/ SCCM/ SCOM/ Firewall/ PowerShell

Maintain and administer all network hardware and software.

Perform all necessary maintenance to support network availability and maintain network security.

Monitor the network infrastructure and servers to ensure network availability to all internal/external system users.

Manage software and hardware maintenance upgrades on all servers as required.

Perform Analysis and Capacity Planning for the Network Infrastructure.

Maintain the E-mail system and SMTP gateways. (Exchange 2007/2010)

Configure Cisco Switches and Firewalls.

Work closely with the Department of Data Analysis and Application Programming, and Database Administration team, in the maintenance, testing and standardization of server applications.

Plan, coordinate, and implement network security measures.

Provide security alerts and new technology instructions and training to ACGME employees, as necessary.

Technology Coordinator

® Walt Disney Magnet School ® Chicago, IL (December 2010 – October 2011)

Hours per week: 37.5

Tools Used:

Hardware: HP, Dell computers, projectors, printers, audio/video, iPads, ClearTouch Smart Panels

Software: Windows XP,7/AD/ MS Office 2007-2010/MS Server 2003-2008/Altiris Ghost/JAMF MDM

Develop project capacity planning and implementation scheme.

Assist in technology service requests.

Take lead in network and system administration

Research and implement industry standards into infrastructure and operations.

Network Coordinator

® Forest Park, IL (August 2008 –April 2010)

Hours per week: 40

Projects: Deployed perimeter web content filtering, deployed Symantec Ghost PXE, hardware upgrades

Hardware: HP, Dell, Lenovo, projectors, printers, routers, switches, audio/video, wireless routers

Software: Windows XP,7/ AD/MS Office 2007-2013/MS Server 2003, 2008/Exchange 2003/Backup Exec/ Websense/Symantec Ghost/WSUS/Firewall

Monitor and manage all aspects of the district’s LAN/WAN infrastructure.

Establish and implement policies, procedures and standards designed to improve work procedures and services.

Plan, budget and coordinate the acquisition, installation and setup of hardware and software.

Manage IT environment, network resources and apply proper security.

Establish and maintain an accurate inventory of all technology hardware and software in the district and advise the Business Manager regarding upgrades, end-of-life, and new technology.

Oversee progress toward objectives relating to migration of data, upgrading of systems, and other project management efforts

Supervise technical support personnel in data, software, user and any and all network-wide endeavors.

System Administrator

®Chicago, IL (November 2007 –August 2008)

Hours per week: 40

Projects: File & Print Server Migration, Active Directory/GPO & Security revamp

Hardware: HP, Dell, Lenovo, Sony, projectors, printers, SAN, routers, switches, audio/video, tape library, B2D, telecom

Software: Windows XP,7/AD/MS Office 2007-2013/ MS Server 2003,2008/Exchange 2007, 2010/ VMWare/Backup Exec/Websense/SQL/SCCM/ SCOM/Firewall/PowerShell, VBScript

Maintain and administer all network hardware and software.

Perform all necessary maintenance to support network availability and maintain network security.

Monitor the network infrastructure and servers to ensure network availability to all internal/external system users.

Manage software and hardware maintenance upgrades on all servers as required.

Perform Analysis and Capacity Planning for the Network Infrastructure.

Maintain the E-mail system and SMTP gateways. (Exchange 2007/2010)

Configure Cisco Switches and Firewalls.

Work closely with the Department of Data Analysis and Application Programming, and Database Administration team, in the maintenance, testing and standardization of server applications.

Plan, coordinate, and implement network security measures.

Provide security alerts and new technology instructions and training to ACGME employees, as necessary.

IT Engineer Associate

® Chicago, IL (June 2007 –November 2007)

Hours per week: 40

Projects: Completed P2V conversion to meet 50-50 virtual-to-physical goals.

Hardware: HP, Dell, Lenovo, blade servers, printers, routers, switches, SAN, tape library

Software: Windows XP,7/AD/MS Office 2007-2013/MS Server 2003, 2008/Exchange 2003, 2007/Backup Exec/PatchLink/VMWare/ScriptLogic/PowerShell/VBScript

Administer and support enterprise-wide Microsoft servers such as Active Directory, DNS, VMWare & Exchange 2003/2007. This includes, but is not limited to all network infrastructure projects, server installation/maintenance, user administration, workstation administration and troubleshooting, and shared data migration.

Provide and maintain network technical documentation.

Management of Microsoft Security patches and updates using PatchLink.

Desktop environment management using ScriptLogic Desktop Authority.

Network Administrator, Team Lead

® Chicago, IL (December 2005–June 2007)

Hours per week: 40

Tools Used: Active Directory/GPO & Security maintenance and revamp

Hardware: HP, Lenovo computers & servers, printers, routers, switches

Software: Windows XP, 7/AD/MS Office 2003-2007/ MS Server 2003/Exchange 2003, 2007/Backup Exec/Altiris/VBScript

Administer and support enterprise-wide routers/switches, network security and Microsoft servers running Active Directory, DHCP, DNS, Exchange 2003. This includes, but is not limited to all network security issues, server installation/maintenance, user administration, end-user workstation setup/maintenance, troubleshoot, and revise network performance.

Management of Microsoft Security patches and updates using Microsoft WSUS patch management solution.

Provide Level I, II &III interactively through Altiris Helpdesk Solution.

Provide and maintain network technical documentation.

Network Analyst

® Bedford Park, IL (December 2004 –December 2005)

Hours per week: 40

Tools Used:

Hardware: HP, blade servers, printers/Cisco routers, switches

Software: Windows XP/AD/MS Office 2003/MS Server 2003/Exchange 2003/Backup Exec/Helpdesk

Administer and support routers/switches, network security and Microsoft servers running Active Directory, DHCP, SQL, DNS, etc.; this includes, but is not limited to all network security issues, server installation/maintenance, user administration, end-user workstation setup/maintenance, troubleshoot, and revise network performance. Provide and maintain network technical documentation. Also, supervise and delegate issues and projects to department staff.

Management of Microsoft Security patches and updates using BigFix Enterprise patch management.

Technical phone support for local and remote users. Log, route, and prioritize help desk work orders using Track-IT.

Senior Project Manager/Security and Systems Administrator

® Chicago, IL (September 1997 –December 2004)

Hours per week: 40

Projects: AD, Exchange Migrations, Hardware refresh, Exchange Redundancy/Failover, GPOs

Hardware: HP, Dell, printers, routers, switches, audio/video, tape library

Software: Windows 2000, XP/Netware/Active Directory/MS Office 2000, 2003/ MS Server NT4, 2000,2003/Exchange NT, 2000,2003/Backup Exec/Checkpoint Firewall/Double-Take

Deployment of Patch Management software to secure PCs/Servers throughout our LAN and W-LAN. Managed the overall migration from an NT 4.0 domain model to Active Directory and as well as Exchange 5.5 to Exchange 2000/2003. Deployed secure OWA 2003 access using Secure Socket Layers (SSL). Management of workstation and user policy application and restriction from a single point of administration. Recommended and helped implement firewalls and addition of Cisco routers.

Administer Cisco routers/switches, network security and Microsoft servers running Active Directory, DHCP, SQL, DNS, Exchange, IIS, backup, firewall. Maintain technical documentation of the network. Supervise and delegate issues and projects to department staff.

Trained and supervised entry level personnel

Maintenance, upgrade and troubleshooting of hardware and software.

Installation of hard drives and memory to existing PCs for improved performance.

Upgrade of student desktops to a managed Windows 2000 environment. Automated deployment of Office 2000 Office suite for the faculty, staff, and student bodies using group specific settings and variables.

Education & Training

Learning Tree International, Schaumburg IL 2008

® Project Management

Morton College, Cicero IL 2005

® General Studies

New Horizons, Chicago IL 2003

® Implementing and Administering Microsoft Exchange Server

IMG, Chicago IL 2000

® Cisco’s Interconnecting Network Devices

IMG, Chicago IL 1999

® Microsoft IIS Server

Microhard Technologies, Chicago IL 1998

® Novell CNA

Richard J. Daley College, Chicago IL 1995 – 1997

® Computer Information Systems

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