Technical Support Specialist and Systems Administrator
Resume:
Elvis Cruz, Technical Support Specialist
*****.****@*****.***
Hamilton, 08610, NJ
SUMMARY Dedicated Technical Support Specialist with over 15 years of experience in troubleshooting hardware, software, and network issues across diverse environments. Proficient in Windows server administration, Office 365, Exchange, and cloud services, with a strong aptitude for problem analysis and incident management. Proven ability to provide efficient end-user support, manage IT assets, and ensure operational continuity. Eager to leverage extensive technical expertise to enhance user satisfaction and system reliability for your team.
WORK EXPERIENCE
03/2021 - 04/2026 Systems Administrator, Associated Press New Jersey
&Utilized a comprehensive range of technologies, including Microsoft client/server environments, Cloud Services, TCP/IP, and LAN/WAN troubleshooting, to enhance operational efficiency.
&Managed server administration and remediation across multiple platforms: Windows Server 2008/R2, Windows 10/11, Windows 2012R2, Server 2016, and Server 2019 & 2022.
&Directed cluster administration and troubleshooting efforts involving diverse systems such as Windows, Dell, and Exchange.
&Administered and troubleshot email systems, specifically Exchange and O365, ensuring seamless communication capabilities.
&Executed server hardware diagnostics and repairs to uphold system integrity.
&Monitored and resolved alerts proactively to maintain optimal system performance.
&Provided AWS client-side support to facilitate user engagement with cloud services.
&Oversaw email, network, and server administration tasks, including the addition, deletion, and cleanup of email accounts and IDs.
&Managed backup and recovery processes, ensuring data integrity and availability.
&Executed problem and incident management protocols to mitigate operational disruptions.
&Delivered support for server, connectivity, or related issues with a focus on service continuity.
&Enforced IT policies and procedures, ensuring compliance and operational security.
&Collaborated effectively with vendors for hardware replacement and maintenance.
&Performed directory management, including cleanup, synchronization, and mailbox archiving in a complex global environment.
&Ensured procedural standards, quality control measures, and documentation were established, communicated, and adhered to diligently.
&Participated actively in problem analysis and resolution during major service interruptions and outages.
11/2015 - 03/2021 Support Technician, Associated Press New York
Leveraged various PC takeover technologies including TeamViewer, Bomgar, and Remote Desktop to provide technical support.
&Facilitated AWS client-side support to assist users with cloud-related
queries.
&Assisted users in utilizing Pulse Secure and Ivanti VPN technologies effectively.
&Supported Office 365 and the Office Suite, addressing user needs and
software issues.
&Diagnosed and resolved Windows 10 operating system problems, ensuring user satisfaction.
&Conducted triage assessments for issues assigned through ticketing
systems, email, phone, and in-person interactions.
&Maintained and updated solutions for recurring issues, ensuring documentation was current.
&Exhibited a strong understanding of PC internal components to effectively
troubleshoot hardware malfunctions.
&Diagnosed hardware and software issues to restore functionality swiftly.
&Provided comprehensive phone support to users across multiple locations.
&Expertise in in-house applications such as Vote Tracker, ELVIS, Pronto, Reporter’s Workbench, and ServAll.
&Supported conference rooms by managing Polycom units and televisions.
09/2010 – 06/2015 Support Technician, Affinity Solutions Inc New York
&Delivered desktop and application support to over 140 users, ensuring high levels of operational efficiency.
&Managed hardware support, addressing issues related to desktops, laptops,
printers, and servers.
&Provided VPN support to remote users, facilitating connectivity.
&Performed server maintenance tasks to uphold system health and performance.
&Diagnosed and resolved network connectivity issues to ensure user access.
&Oversaw the procurement of technical equipment and software to meet organizational needs.
&Managed hardware and software inventory, keeping accurate and up-to-
date records.
&Created and maintained user accounts in a Windows 2003 Server Environment to ensure secure access.
&Supported Office 365 online services for users, addressing their operational
needs.
&Delivered phone support to remote users, ensuring effective communication.
&Facilitated smartphone support, assisting users with mobile device issues.
&Provided remote support via LogMeIn software, enhancing user experience.
&Administered Peachtree server support and maintenance for the accounting group, ensuring data accuracy.
&Managed Microsoft CRM (Customer Relationship Management) systems.
&Oversaw the implementation of Trend-Micro Data Armor (Data Encryption) as part of data security initiatives.
&Managed system functionalities for Integra 32 Security System and Avaya IP Office phone systems.
11/2009 – 09/2010 Desktop Support Technician/Jr Sys Admin, CASCSINY -
Community Agency Staten Island NY
Provided desktop and application support to ensure user productivity.
&Managed hardware support including desktops, printers, and servers.
&Facilitated VPN support for remote users to enhance accessibility.
&Conducted server maintenance activities to ensure system reliability.
&Diagnosed and addressed network connectivity issues to restore user access.Oversaw the purchasing of technical equipment and software to support operational needs.
&Administered hardware and software inventory to maintain accurate
records.
&Created user accounts within a Windows 2003 Server Environment for secure access.
&Provided phone support to remote users, ensuring effective communication.
07/2007 – 08/2009 Field Support Technician, Skyline Connections at Bank of America NY
&Serviced Dell and IBM mobile systems with Windows 2000/03 Server, 2K Workstation, and XP, ensuring optimal performance.
&Managed servicing for HP and Lexmark printers to maintain operational
standards.
&Provided application support across a range of software used within Bank of America.
&Administered Blackberry support, addressing device-related queries and
issues.
&Diagnosed and resolved account and application permission issues within Active Directory.
&Delivered desk-side technical support to users across various Bank of
America locations in New York City.
04/2004 – 06/2007 Technical Support Specialist, Columbia Business School New York
&Delivered desktop and application support to Administrative and Corporate Development divisions, enhancing user productivity.
&Resolved assigned problem tickets with thorough problem analysis and effective solutions.
&Updated and maintained the department's knowledge base to facilitate information sharing.
&Managed the departmental hardware pool ensuring everyone had access to necessary resources.
&Administered and normalized network shares to ensure data accessibility.
&Troubleshot various account and application permission issues in Active Directory to uphold security protocols.
&Diagnosed and resolved networking and wireless hardware issues, ensuring
seamless connectivity.
&Serviced Dell and IBM desktops and mobile systems operating on Windows 2000/03 Server, 2K Workstation, and XP to maintain efficiency.
&Created and tested Ghost images for system restoration purposes.
&Managed servicing of HP local and network printers to ensure functionality.
&Participated in Exchange Server migration initiatives to improve email services.
&Troubleshot hardware, software, and network connectivity issues to
enhance user experience.
&Provided desk-side technical support to over 400 end users, ensuring prompt resolution of technical inquiries.
EDUCATION
1999 – 2000 Skidmore College (CCI) New York
Certification: A+ Candidate ID: COMP10137962
SKILLS Microsoft client/server technologies Cloud Services
TCP/IP LAN/WAN troubleshooting
E-mail systems Internet/web systems
Server administration Windows Server 2008/R2
Windows 10/11 Windows 2012R2
Server 2022 Cluster administration
Exchange O365
Server hardware troubleshooting AWS Client-side support Network administration Backups and recovery
Problem and incident management Vendor management
Mailbox archiving Email traffic/flow troubleshooting
IT policies and procedures TeamViewer
Bomgar Remote Desktop
Pulse Secure/Ivanti VPN Office 365
Office Suite Windows 10 troubleshooting
PC Internal Components Hardware troubleshooting
Conference Room support Polycom units
Desktop support Application support
VPN support Server maintenance
Network connectivity issues Purchasing of technical equipment
and software
Hardware and software inventory Windows 2003 Server Environment Office 365 Online Support Smartphone Support
Remote Support for LogMeIn
Software
Peachtree Server Support &
Maintenance
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