Desktop Support Engineer
Resume:
PROFILE:
* * years working as a desktop support technician.
* 3 years of experience working as the desktop support project leader
* 2 years working as a report analyst in SQL and desktop support
* 3 years provisioning and managing security accesses
* 1.5 years working as a desktop support technician on site
* 4 months working as the SW compliance project leader
PROFESSIONAL EXPERIENCE:
Company:Softtek Integration Systems, USA
Role: Software Compliance Manager
Business:GE Commercial Finance Location:Danbury CT
Start Date: August 17thto present day
Responsibilities:
* Tracking and reception of software media.
* Management of physical and electronic Inventory (Software media).
Projects:
* Software Distribution Server, it was created to centralize all install files in one single place with access to authorized users only.
Functional Experience: SW manager
Company:Softtek Integration Systems, USA
Role: L2 Desktop Support Team(Onsite Team)
Business: GE Commercial Finance Location:Norwalk and Danbury CT USA
Start date: April 23rd of 2008 to August 17th 2009
Responsibilities:
* Assist users with issues, PC setup, peripherals, setup and support to blackberry devices (Enterprise activation), troubleshooting hardware/software problems.
* Contact with DELL to check and request help on problems with DELL computers still under warranty.
* Setup of new/transfered users: Ensure computers interconnect with diverse systems including file servers, email. Servers, applications and/or administrative systems.
* Other duties as required, setup of conf room, small telephony issues and PC moves.
Projects
* Verification of functionality of the PCs during the “big move” (44 ORR facility was closed and all users were transferred to other facilities)
* Windows 2K PCs removal: All PCs with Windows 2000 were removed from the Network at Lee Farms
Functional Experience Desktop Support Specialist
Company: Softtek, GDC Aguascalientes, Mexico
Role: L2 Desktop Support Specialist (OffShore Team)
Business: GE Commercial Finance Location:Aguascalientes Mexico
Start Date: from March to April of 2008
Responsibilities:
* Installation and configuration of software and business applications.
* Installation and configuration of Blackberry devices.
* Troubleshooting of hardware, software and blackberry devices.
Functional Experience: Desktop Support Specialist (working remotely)
Company: Softtek, GDC Aguascalientes, Mexico
Role: Security Specialist Access Control Team (iDM Team)
Business:GE Commercial Finance Location:Aguascalientes Mexico
Start date: Feb 2005 to march of 2008
Responsibilities:
* Management of access to financial applications (basic tasks New Ids, update, enable access and disable Ids)
* Remediation of findings as a result of periodical Audits.
* Improvement of access processes in order to reduce the security risks on the provisioning of Ids.
* Coordination of the Multiplatform Team (Mainframe and web based applications)
* Creation of documentation for all the security processes
* Help provided to other Team members in initiatives and projectsProjects
* HFS Project Fusion
* Creation of Cheetah Profile (Sales Rep Profile)
* Training of L1 Team in the use of the new mainframe forms (Forms were enhanced)
Functional Experience: Security Administrator.
City Hall, Aguascalientes
Role: IT Desktop Support Specialist and DB report analyst
Private Secretary users Location:Aguascalientes Mexico
Start date: from Feb 2003 to Feb 2005
Responsibilities:
* Design of reports and coordination with developer to enhance the local application
* Troubleshooting hardware and software issues.
* Design and development of mobile applications (PALM OS platform).
Projects
* Design and development of data entry system in a Palm Pilot for the SIAC (Integrated system of Citizen Office)
Functional Experience: Report Analyst.
Management Secretary of the Government of Aguascalientes
Role: IT Desktop Support Project Leader Management Secretary users and other Gov offices
Location:Aguascalientes Mexico
Start Date: Jan 2000 to Feb 2003
Responsibilities:
* Activities as staffing and management.
* Tracking and delivery of new devices and PCs for all the offices of the local Government.
* Follow up of warranty of devices and PCs with vendors when users had problems
* Procurement committee Participant (review of technical specifications and evaluation of hardware and software).
* Management of Inventory (hardware and software licenses) and reception of warranty requests.
Functional Experience: Project Leader
Management Secretary of the Government of Aguascalientes
Role: IT Desktop Support Specialist
Management Secretary users and other Gov offices
Location:Aguascalientes Mexico
Start date: Sep 1997 to Dec 1999
Responsibilities:
* Providing support of IT hardware, software and management of local network.
* Troubleshooting hardware/software issues.
* Delivery of new devices and PCs to the IT staff of the Gov offices
* Setup of Conf Room.
* Performed various duties in network support and administration for systems supporting more than 200 users.
* Daily backups and held responsibility for overall reliability of systems on weekday basisProjects
* Installation of structured network on 3rd and 4th floor
Functional Experience: Desktop Support Specialist
EDUCATION:
Aguascalientes Autonomous University (UAA) Aguascalientes México 2000-2001
Master Degree in Informatics and Computer TechnologiesThesis: Measurement of efficiency on Intranets in small and medium companies, Scope: Study applied to Local companies.
Certified obtained with Magna Cum Laude
Aguascalientes Autonomous University (UAA) Aguascalientes México 1993-1999
Major in Computer Systems Engineering
LANGUAGES:
Spanish native language and English TOEIC Exam result 408
TECHNICAL/MANAGERIAL SKILLS:
Primary Profile: Project Management / Coordination and Delegation of tasks and responsibilities, Documentation of Processes, How to’s, process maps, process improvement oriented.
Secondary Profile: Technical Support, Basic Network Administration, Report analyst
Operating Systems: Novell 4.11, Windows NT, 2000 & XP, Basic knowledge of Unix / Linux
Programming Languages: Visual Basic – basic level
Databases: MS SQL Server, MySQL, MS Access
Hardware IBM PC Desktops, Dell (Desktops and Laptops) and Toshiba laptops
Other tools: MS Project, Office, Visio, Six Sigma Green Belt Methodology, LEAN & CMM
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