Multifaceted IT Engineer and Support Leader
Resume:
Mel Maza
Austin Tx *****
********@*****.***
Tech Enthusiast Network - Hardware - Software - Desktop Support IT Professional
• 20+ years experience in I.T. Engineering and 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 ticketing systems, web portals, hands-on and technology- specific diagnostic tools.
• Executing remote communication using VPN, TeamViewer, remote desktop, WebEx, MS Teams, terminal emulators, file transfer.
• Accomplished in service monitoring, fault isolation and troubleshooting, assurance and reliability for vendor and commercial customers. Technology Skills
Mac OS X and above Windows 10 and above Jamf Active Directory Level 2 & Team Lead Support Remote Support Desktop Support Network Support
Customer - Vendor Support I.T. Support SSH - Telnet Cloud Computing
OSI model & routing
protocols
DNS - DHCP - TCP/IP Analog Phone
Systems
Security -
Safety Support
Service Manager - Service
Now
Video - Audio Support WIFI - Cellular /
Bluetooth
Linux - Unix
Support
Routers - Switches - Firewalls Office 365 - Outlook - Teams
Fluent for Spanish
Support of users
and customers
Telephony -
VOIP
Run Books - ITIL Fault isolation Inventory
Allocations
MDF - IDF’s
Support
Tablet and Cell Phone Support Adroid and IOS Support Hardware and Software support
and repair
AI Support
Professional Experience
Wipro IT Engineer / Apple Team Lead
Apple / Mac / Network / Project ODC support, Austin, Tx (July 27, 2023 to May 31st, 2026)
Supported the US Apple Projects teams for all our users in Austin Tx and other US based locations.
Facilitated hardware and software repairs on Apple MacBooks, iPads and iPhones in and out of warranty
Coordinate with hardware and software vendors for device provisioning and support Maintain accurate device inventory records and lifecycle tracking. Supported the MDF and IDF’s in our secured network campus including routers firewalls, switches, wireless controllers, UPS’s and access points. Window / Macintosh Support Specialist (Remote Latin America) IBM, Austin, TX (May 2021- April 2023) Support all our Global Latin American Users. Also support Linux OS
Desktop I.T. Support Specialist as a Contractor
Dover Fuel Solutions, Austin, TX (Aug 2020 - Feb 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.
• 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
• Imaging of new machines using PXE boot, USB and USBC (Thunderbolt) interfaces
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 PBX’s, 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
• Working with others groups on incident calls to resolve network issues including RFO’s and root cause analysis
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. 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, Verizon, Sprint, Apple, HP, Dell, Citrix, Microsoft, Solarwinds, Splunk.
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