Global IT Support Specialist with 25+ Years Experience
Resume:
Mel Maza
San Marcos, Tx *****
*******@******.***
Global I.T. Technical & Support Specialist
I.T. Support / Network Support / Desktop Support
** ***** ********** ** *.T., Network and Desktop Support.
monitoring and facilitating repairs (in and out of warranty) based on vendor and company based procedures on meeting MSA/SLA requirements
Proficient at executing routine and documented functions in a technical IT / call center environment
Experienced in using Office 365, ticketing systems, web portals, hands-on and technology-specific diagnostic tools.
Executing remote communication using VPN, TeamViewer, Teams, remote desktop, terminal emulators, file transfer, video conferencing and text messaging.
Accomplished in service monitoring, fault isolation and troubleshooting, assurance and reliability for vendor and commercial customers
Technology Skills
Solarwinds
Remote Communications
Service Manager
Service Now
Video / Audio
Support
Azure / Active Directory
DNS / DHCP
Netcool
Firewalls
Analog Phone Systems
Putty
Twiki
Sharepoint
Office 365 / Outlook
Teams
Visio
Level 2 & Lead Support
CAD
SSH / Telnet
Cloud Computing
Windows 10, 11
Mac OS X
Run Books / ITIL
Telephony / VOIP
WIFI / Cellular / Bluetooth
Network Monitoring
Global Network Support
Security / Safety
Support
OSI model & routing protocols
Fault isolation
Desktop Support
I.T. Support
Remote Support
Customer
Vendor / Support
Professional Experience
Windows, Mac, Linux and IOS Support Specialist
IBM, Austin, TX (May 2021 - Present)
Provide Laptop and Desktop support for Latin America and English customers world wide.
Experienced in using Service Now ticketing system
Support of Outlook / Calendar and HCL Notes software
Azure Active Directory, Jamf Mac, Cisco VPN Support
Experienced in using Quick Assist, Webex Support and Remote Desktop in supporting customers remotely.
Supported software: Windows 10 and 11, Mac OS X, Office 365 including Outlook, Webex, Slack, Code42 and Box, Oracle, Citrix, SAP, SCCM
Reset or Re imaging of Lenovo, Dell and Apple Mac devices.
W3 and 2FA Support
Working with Lenovo, Dell and Apple in support of their devices in or out of warranty
Technical Specialist General Professional at IBM:
Support of solution construction, implementation and systems integration, delivering high quality solutions to clients in response to varying business requirements. Tasks performed require integrating hardware, software, storage and network solutions. Identify project requirements, developing solution delivery, which may include vendors and subcontractors. Collaborates with others to provide services in carrying out assigned duties. Has latitude working within established processes and procedures. May be involved in new or complex designs, layouts, products, devices, components, methods or procedures. Ability to articulate and compare alternative approaches. Negotiation with specified objectives with client team is required. Works on professional level projects with minimal guidance from more experienced individuals. Position requires in-depth knowledge of one major platform, process or architecture. Performs assigned technical tasks including study, limited programming, and product installation. Must possess a strong operational knowledge of applicable operating systems, application programs, system diagnostics and remote support structure. Provides technical guidance and assistance to others; may serve as lead technical advisor for the IT team. Assists in the identification of new IT services opportunities.
Desktop I.T. Support Specialist as a Contractor
Dover Fuel Solutions, Austin, TX (Aug 2020 - April 2021)
Provided Desktop Support for 600+ user, local and remote.
Provide the operability of all Desktop, Laptops, Printer and related peripherals for Dover users
Prepare equipment for new hires, Refresh of new equipment and repairs in and out of warranty.
Network Support, Active Directory, Analog Phones and Software Support
Support for cell phones (IOS and Android) Tablets and Surface Pros
Experienced in using VPN, Remote Desktop, TeamViewer and teams in supporting customers remotely.
Supported software: Windows 10, Mac OS 10, Office 365, MS Visio, MS Project, Video Pro, Oracle, SmartTeam, Solidworks, AutoCard, Adobe Illustrator, Acobat Pro, Minitab, Outlook, Teams,
Imaging of new machines using PXE boot, USB and USBC (Thunderbolt) interfaces
Professional Experience
Commercial and Carrier Network Associate
Spectrum Enterprise NOC, Austin, TX (Nov 2017 - March 2020)
Circuit support for all Spectrum / Time Warner / Charter / Brighthouse
commercial, carrier and cell tower vendors and accounts.
Respond to phone calls from our vendors in support of circuits we provide them
Use of ticketing system (Remedy) to track customer issues from initial troubleshooting, to final repairs or resolution.
Proactively monitor alarm boards in support of circuits for our customers / vendors
Support of Alcatel, Juniper, Adva, Cisco routers and switches out in the field for proper operation
Dispatch of field tech support when repairs to our equipment and circuits is needed
Troubleshoot copper (electrical), ethernet and fiber connections (light levels) to our equipment for proper operation
Maintain SLA levels to meet our customers expectations
Associate Systems Specialist - Network Operations
Home Depot Austin Technology Center, Austin, TX (Jan 2005 - May 2016)
Provide WAN and LAN support for all Home Depot stores worldwide, including distribution centers, call centers, regional, divisional and district offices, and main IT support/data centers in Atlanta and Austin.
Maintain, upgrade and support existing network systems including: routers, switches, wireless controllers, access points, load balancers, Avaya and Cisco PBXs, alarm systems, voice, data, copper, coax and fiber optical support, DNS, DHCP, firewalls (security threat response manager), Analog, Digital and VOIP phones at all Home Depot locations on a regular basis to ensure operational stability for user groups
Deliver customer support by answering end-user questions and maintaining a presence at a help desk or other customer points of contact.
Support end-users in a 24/7 help desk and/or call center environment.
Provide assistance to T1's and above, ISDN, Broadband, DSL, 3G, 4G, satellite and wireless network connections.
Familiar with the 7 layers of the OSI model including its components like: LANS, WANS and VLANs, TCP/IP, spanning tree, subnetting, routing and networking protocols, logical and physical addressing, CLI versus GUI interfacing. Under and out of warranty scopes of support
Working with other groups on incident calls to resolve network issues including RFOs and root cause analysis
Officemax & ATM Technical Support
Wincor Nixdorf, Austin, TX (2004)
Provided network support for all U.S. Officemax locations.
Effectively used inter-personal and problem solving skills to develop beneficial working relationships with remote locations.
Serviced, repaired and supported Automated Teller Machines made by Wincor Nixdorf.
Executive Technical Support Specialist
Motorola (Parmer Lane), Austin, TX (2000-2003)
Delivered computer technical support for Motorola executives and their administrative staffs.
Recognized for providing prompt attention and resolution for systems issues.
Laptop & Desktop Computer Support Specialist
Apple Computer, Austin, TX (1995-1999)
Managed Apple Macintosh hardware and software support including OS X, third party software and related hardware and networking equipment.
Education & Certifications
Bachelor of Business Administration with a major in Computer Information Systems
Texas State University, San Marcos, TX
Cisco Certified Network Administrator (CCNA) boot camp. February 2015
Vendor specific training by Cisco, Juniper, ATT, Alcatel, Lucent, Adva, TMO, Verizon, Sprint, Apple, HP, Dell, Lenovo, Citrix, Microsoft, Solarwinds and Splunk.
Fluent in speaking, reading and writing Spanish.
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