IT Support Engineer with 12+ Years Experience

Pedro I. Garcia Ramos

Miami, FL ***** 786-***-**** ***************@*****.*** LinkedIn

Professional Summary

IT Support Engineer with 12+ years of experience delivering technical support, system administration, and infrastructure management across enterprise environments. Skilled in hardware/software installation, network administration, POS and delivery systems (AIX, AS400), imaging/deployment, and printer fleet maintenance. I am known for troubleshooting expertise, process improvement, and providing reliable support to both technical and non-technical users.

Professional Experience

Support Engineer

BrandsmartUSA U.S.A. 2016 – Present

Deliver 1st- and 2nd-tier technical support for escalated IT requests across multiple retail and distribution locations.

Administer and support POS server system (AIX) and delivery system (AS400).

Perform Windows Server and application updates, image deployment, and enterprise print service administration.

Provide 24/7 on-call support, ensuring minimal downtime for mission-critical systems.

Install, configure, and maintain hardware/software including PCs, servers, copiers, and multifunction devices.

Lead hardware deployment for new store implementations, ensuring seamless operations at launch.

Manage ticketing system to meet SLAs and department performance standards.

Install structured cabling (data, video, telephony) and maintain surveillance system connectivity.

Facility Specialist

Fontainebleau Hotel Oct 2013 – 2016

Supported employees, managers, and executives with IT troubleshooting and hardware/software needs.

Installed, configured, and maintained systems for events (registers, printers, computers, key encoders).

Built and deployed custom Windows images for end users.

Monitored and expanded wireless connectivity across the property.

Ensured system reliability by performing routine maintenance, updates, and equipment configuration.

Resolved support tickets promptly, meeting departmental standards.

Computer Technician (Part-Time)

TigerDirect Mar 2012 – 2014

Assisted customers with hardware/software needs, diagnosing and repairing computer systems.

Performed OS reinstalls, virus/malware removal, and system restores.

Executed data recovery procedures, ensuring secure backup and restoration.

Replaced defective hardware components to restore system functionality.

Education

Bachelor of Science in Information Security Systems

ITT Technical Institute, Miami, FL

Technical Skills

Systems & Platforms: AIX RS6000, AS400, Windows Server, Office 365, macOS, LAN/WAN/WLAN

Tools: Acronis Backup & Restore, OS Image Building, Meraki Access Points

Hardware Expertise: HP, Dell, Lenovo, Apple devices, Kyocera printer maintenance

Networking: Structured cabling, enterprise Wi-Fi, surveillance systems

Other: MS Office Suite, disaster recovery, enterprise IT operations

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