Desktop Support Analyst
Resume:
Franklin Lopez-Henriquez
Pembroke Pines, FL 33024
Cell: 954-***-****
Home: 954-***-****
Career Objective
Information technology position where I can be a valued team player and help the company realize its growth targets. Skilled in the following disciplines: desktop support, help desk technician, network administration, software deployment, software presenter, technical support and software trainer.
Work Experience:
Broward PC Tech
9831 N.W. 15 Ct
Pembroke Pines, FL 33024
Desktop Support
Feb-2008 - Present
Provide computer support to small business and home users. Respond to inquiries made by email or telephone. Optimize the horsepower of the computers. Teach users how to work faster and more efficiently through short cuts and commands. Install computer peripherals such as digital cameras, printers, routers and scanners. Proficient supporting applications such as Microsoft Windows XP and VISTA, Microsoft Office, Microsoft Outlook and anti-virus software. Install BellSouth FastAccess DSL. Install Linksys wireless routers. Test APPLE iPOD Touch technology with Wi-Fi access.
Built the company web site using HTML content editor.
See http://www.browardpctech.com
Work Experience:
Medical Office Software
790 E Broward Blvd #300
Fort Lauderdale, FL
33301
Help-Desk Supervisor
Aug-2008 – Aug-2008Supervise the help-desk at a major software corporation. Oversee and manage a staff of one hardware technician and three software technicians. Provide telephone, e-mail and onsite support to external customers. Develop processes. Improve service delivery by introducing measurable metrics. Handle day-to-day operations such as checking the tape backups, the server error logs, the print logs and the e-mail queue’s. Write simple SQL queries using SQL Studio. Support a TCP/IP based network running Microsoft 2000 Server on the back-end and Microsoft XP on the local desktops. Provide support on issues related to the Windows Operating System, Microsoft Office and Anti-virus software. Supporting Clientele Ticketing System and LYTEC.
Work Experience:
Bermello-Ajamil & Partners
One East Broward Blvd, Suite 800
Fort Lauderdale, FL 33301
Network Admin & Tech
Sep-2006 – Jan-2008Network administrator and Technical Support Specialist for large Architectural & Engineering Corporation. Provide support to 40 end-users. Responsible for maintaining and supporting all hardware and software components utilized by employees. This includes: desktop and laptop computers, network operating systems such as Microsoft Windows XP, business applications such as Microsoft Office, cell phones and Blackberry devices and phone system. Provide day-to-day management and supervision of all critical network servers. Assist with the planning, implementation and management of current and future hardware and software technologies relevant to company directives.
Perform task prioritization to ensure timely resolution of Help Desk requests within established Service Level Agreements. Average of 20 calls per week.
Re-image computers using a number of available technologies, such as Symantec Ghost and Apricorn EZ-GIG.
* Provide first-class technical support and prompt resolution of complex and critical computer issues that are called into the Help Desk.
* Coordinate moves, adds and changes relating to the network infrastructure.
* Create and manage new user accounts and groups in Active Directory.
* Manage and apply permissions in Active Directory.
* Manage resource allocation in support of end-user quotas for email and network use.
* Activate/deactivate RJ-45 network ports.
* Manage software license compliance for all operating systems and applications.
* Responsible for inventory tracking of hardware, software, and utilization.
* Support remote users that utilize VPN or other access methods to access corporate email and file sharing resources. This includes support of VPN client software and firewalls.
* Provide users with frequent email tips on being proactive in terms of backup and maintaining data integrity and PC speed performance.
* Assist in the development, maintenance and enforcement of checklists, policies, guidelines and procedures relating to the proper use of corporate computing resources.
* Act as key liaison between hardware vendors and end-users that need in-warranty repairs.
* Manage AVAYA telephone systems and Kantech SecurePass door security systems.
* Offer basic support to RIM Blackberry and APPLE iPOD Touch users.
Support software applications such as Microsoft Windows XP, Microsoft Office XP, Symantec Anti-virus, AutoDesk 2003, ArchiCAD 10. Good inter-personal skills with all levels of employees, as well as sound technical trouble-shooting skills. Testing Ubuntu Linux, OpenOffice and Sun OpenSolaris operating systems.
B&A has offices in Miami, Ft. Lauderdale, Tampa, N.Y. and Dubai UAE.
Work Experience:
Rights & Distribution, Inc.
2131 Hollywood Blvd, Suite 305
Hollywood, FL 33020
Computer Technician
Apr-2006 – Aug-2006Computer technician at book publisher. Install and setup new computers, printers, digital cameras and optical scanners. Install COMCAST High-speed internet and connect all computers via 802.11G Wi-Fi. Install Linksys routers. Standardize all computers with same versions of software. Create inventory with serial numbers and hardware description for all computers. Create flyers and artwork using scanning technology and PageMaker 7.0. Final artwork is then converted to Adobe Acrobat PDF file format for worldwide distribution to book publishers. Assist with Microsoft Word and Excel data-entry and formula issues.
OAO Technologies
777 American Express Way
Plantation FL 33337
Desk-side Support Technician
Nov-2005 – Dec-2005Desk-side technician at the Help-Desk of American Express. Assist with the re-imaging of 240 lab-room computers using Symantec Ghost. Create 3 multi-boot partitions on these computers using Windows 2000 and Windows XP. Create user profiles, setup internet connectivity and install network printers. Test equipment. Create inventory with serial numbers and hardware description for all computers. Worked under the guidance of IBM as they manage the Help Desk operations at American Express. Over 7,000 users at this American Express location.
Nite Owl, Inc.
Home Computer Services, Inc.
9369 Sheridan Street, Suite 801
Hollywood, FL 33024
Computer Technician
Aug-2005 – Aug-2006
Computer technician on a free-lance basis for a computer home service company specializing in “after-hours” support. Assist home users with a variety of issues such as removing viruses and spy ware, re-imaging PC’s, installing high-speed internet, scanners, routers, Blackberry’s and printers. Install 802.11B Wi-Fi. Service all of Broward county. Go to people’s houses or places of business and fix the computers on the spot. All work is done at the customer’s location and normally last an average of one hour per call.
Common problems included re-installing anti-virus protection programs, run a clean-up of Windows to optimize its speed and performance, remove spy-ware and make backups of data to CD’s.
AT&T
2333 Ponce de Leon Blvd, Suite 903
Coral Gables, FL 33134
Desktop Support Specialist Tier II
May-1997 – Aug-2005Desktop Support Specialist. Provided technical assistance to network users where I played a key contributing role as part of a team to maintain the company’s IT infra-structure working. Answered questions or resolved computer problems for network clients in person, via telephone, fax, e-mail or with remote assistance tools. Provided assistance concerning the use of computer hardware and software, including printing, installation, word-processing, spreadsheets, databases, electronic mail, networking and operating systems. Supported Microsoft Windows XP, Windows 2000, Microsoft Office and Outlook. Proficient in creating presentations with Microsoft PowerPoint. Proficient at using a scanner and graphics conversion.
Monitored network activities to ensure network availability to all system users and performed necessary maintenance for network availability. Delivered work within established service level agreements. Fielded an average of 1,200 calls to the Help Desk in one year with an average closing time of 2.8 days per ticket. Supported a range of between 80 to 500 AT&T employees, both domestic and international.
Member of the Global AT&T Help Desk, which includes Europe, Middle East, Asia-Pacific and Latin America. AT&T Solutions is the Networking and Consulting side of AT&T with over $1 billion in annual revenues and approximately 7,000 employees.
Set up computer equipment for employee use, performing or ensuring proper installation of network cable, operating systems, and appropriate software.
This all running on a Windows 2003 Server environment using TCP/IP.
Led the planning and implementation of the software deployment for each iteration of the Microsoft Windows Operating Systems and Business Productivity software. Proficient at setting up computers for dial-up, networking, DSL, VPN and Wi-Fi. Managed the tape backup for all our servers. Monitored Windows event logs, maintained user accounts. Maintained up-to-date disk images for the different computer models using Symantec Ghost. Member of the Regional Incident Management Team, which is in charge of business continuity planning in case of a natural or man-made disaster such as a hurricane or a civil disturbance. Attended monthly meetings where we discussed and then implemented contingency plans for such events. Mentored and trained new technical associate hires and summer IT interns. Supported the Xerox High-speed Model 4700 copier/printer.
Documented how to use internally developed software. Good technical writing skills. Resident Palm Pilot expert with some exposure to the RIM BlackBerry. Lead the testing of web-cam, Webex and Netmeeting technologies for inter-company conference needs. Maintained current the company library of drivers for hardware devices such a scanners, printers, modems and network interface cards. This results in increased productivity for me and less downtime for the computers being repaired. Performed feasibility and PC upgrade assessments. Good working knowledge of hardware and software.
Managed company IT projects. Assisted with the Year 2000 contingency planning. Rollout backup solution for all PC’s. Experienced with REMEDY and remote desktop support tools such as CITRIX, RCS and AT&T VNC. Advise on options, risks, costs versus benefits, and impact on other business processes and systems. Developed and maintained operational checklists for better service delivery and consistency. Proficient with installing and configuring Windows critical security patches, anti-spy ware software, and anti-virus software. Worked under close coordination with leading anti-virus vendor McAfee/Network Associates, who would guide us in quick responses to virus outbreaks. Proficient at cleaning and removing PC viruses, worms and Trojans. Good working knowledge of the Windows Registry. FLH Computing, Inc.
8375 S.W. 42 Street
Miami, FL 33155
Computer Consultant
Oct-1986 – May-1997
Computer consultant with over 10 years of experience offering advice and managing projects in the information technology field. Provided strategic consultant support to clients in defining or designing business processes and researching and identifying enabling technologies based on client requirements. Skilled in a variety of computer related services such as: in-depth systems analysis and orientation, relational database programming (dBASE), personal and group training, trouble-shooting in both the IBM PC and APPLE Macintosh environment. Experienced installing or replacing computer parts such as memory chips, hard drives, video cards, modem cards and scanner interface cards.
Provided customized solutions to small and medium-sized businesses. Provided pre- and post-sales support on personal computers. Developed a futures trading and derivatives software for the financial markets in Microsoft FoxPro for Hunter Douglas. Assist corporations with all stages of software deployment, such as planning, acquiring input from key department members and implementation. Proficient at the expert level supporting Microsoft Windows and Microsoft Office. Consulting clients include Hunter Douglas NV, AT&T, ABN-AMRO (Curacao), Ryder Systems., Bankers Realty, Ross & Associates, Beber Silverstein & Partners, Fell Publishing. Worked for 2 years as a full-time consultant at AT&T from 1995 through 1997. Traveled to the AT&T office in Rio de Janeiro, Brazil in 1996 to assist with numerous computer issues such as an office move and PC configurations. Hired by AT&T full-time in 1997 to work at their help desk as a desktop support technician.
University of Miami
Coral Gables, FL 33124
Lecturer
Feb-1988 – Feb-1993Part-time microcomputer instructor/lecturer at the University of Miami. Lectured on computer topics such as dBASE Programming Techniques, Introduction to Operating Systems, Microsoft Word, Microsoft Windows and Microsoft FoxPro. Responsible for writing the computer based training materials used for these classes. Published various courseware materials through the University. Have trained over 500 students during a five-year period. Lectured at the School of Continuing Education. Taught principles of operating systems, desktop applications and database programming.
Microsoft Corp.
900 Circle Parkway, Suite 1490
Atlanta, GA 30339
Area Sales Representative
Feb-1988 – Feb-1990
Area Sales Representative for Microsoft Corporation. Responsibilities included training computer store personnel in how to effectively market and sell Microsoft application software packages. Conducted monthly seminars, corporate special events, industry trade-shows and end-user in-store promotions in conjunction with APPLE, COMPAQ, IBM and HEWLETT-PACKARD. This in Miami and across major cities in the U.S. Fluently trained on all Microsoft products on both the Windows and Macintosh environment.
Have trained over 1,000 people at these special events. Interact with Value-added Resellers and OEM’s. Implement Strategic Partnering program with Large Volume Accounts (LVA). Increase product awareness and market penetration. Evangelize software and technology at special user group meetings. Travel 25%. Software presenter at special events and road shows.
Language Skills:English, Spanish and Dutch. Fluently speak, read and write these languages.
Education:
University of Miami
Coral Gables, FL
1985Postgraduate studies at the University of Miami School of Business Administration – Microcomputer Applications. Certificate of Program Completion.
University of California
Berkeley, CA
1981 - 1983Major: Macroeconomics.
Two year course: Certificate of Program Completion. Grade: A.
Radulphus College
Curacao, N.A.
1974 - 1976Major: Foreign languages. Literature intensive system: English, Spanish and Dutch. Minors: History and Geography.
HAVO
Michiel Romer School
Curacao, N.A.
1970 - 1974Major: Foreign languages. Literature intensive system: English, Spanish and Dutch. Minors: History and Geography.
MAVO
Home phone:
Cell phone:954-***-****
Email:***************@***.********:Beta-tester for Microsoft’s anti-virus program Windows Live One-Care 2007.
Member of the Microsoft Usability feedback group 2006-2007
Microsoft Partner
Microsoft Solution ProviderGeographical locations:Fort Lauderdale – FL, Redmond – WA, Amsterdam - The NetherlandsContract workYes
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