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RobertoQuesadaCespedesInformation TechnologyContactAddressJersey City, NJ 07304PhonePHONE NUMBER AVAILABLEE-mailEMAIL AVAILABLEReference: www.linkedin.comroberto-quesada-cespedesSkillsRecognized as the top 3performers in the network forincident resolutionRecipient of numerousemployee satisfactionawardsAdaptable in various workenvironments, includinghigh-reliability organizationswith time-sensitive demandsExcellent communicationskills, both verbal and writtenStrong Interpersonal andLeadership SkillsHighly motivated to learnand develop new skillsStrong Work Ethic, Systematic, Highly Motivated.Extensive years of technical troubleshooting, end-user service, and network development experience. Proficient in testing/repairing various hardware applications and software configurations. Qualified to repair both Windows and Mac systems. Proven ability to provide creative and effective issue resolution through the application of highly developed problem-solving skills while maintaining high customer service satisfaction. Knowledgeable, professional offering technical and practical guidance on how to prevent future problems and prolong product longevity. I am dedicated to continuing education opportunities for professional growth.Work History2020-04 -CurrentSenior Field Support - Lead Analyst Level IIINTT DATA Services, Hackensack University MedicalCenter, NJTechnical Lead of 13 (Level I & II) field support technicians to ensure efficient work productivity and provide technical guidance.Provide onsite and/or remote technical support to end users.Troubleshoot PCs, Workstations, Laptops, Tablets, Chromebooks, Chromeboxes, VDIs, Android devices,iPhones/iPadsProvide OS support: Windows 7 & 10, ChromeOS,and iOS.Troubleshoot and assist users with MS Office, and Google Workspace (G Suite).Knowledgeable of the Healthcare Environment(HIPAA, EPIC, Disaster recovery, etc.).Proficient with VPN, Active Directory, Citrix, VMWare, and other network applications/tools.Provide peripheral support: local/network printers, document scanners, barcode scanners, credit carddevices, signature pads, etc.New customer implementations, system upgrades,and technology migrations.Reimage PCs/laptops (Ivanti), perform backups,data migrations, and restorations.Mentor and coach newhires and colleaguesTroubleshooting PC/ MAC,CCTV System, POS Basic,Basic ElectronicsHelp Desk Remote (SimpleHelp, LogMeIn, VNC,Bomgar, TeamViewer)Hardware Diagnostic,Configuration, Build,Update.Software installation,Backup, Data Recovery,Migrate, and Security.Operating System Windows7, 8 10 / MacNetworks LAN/WAN/Wi-Fi,Switches, AP.DHCP, DNS, VPN Services,Symantec Software &Barracuda Firewall ManagerFix Laptops/ Printers/Scanners/ Peripheraldevices/Cells/TabletServer Administrator/ ActiveDirectoryService Management(Service Now, Footprints)LanguagesBilingual (English/Spanish)Setup and Configure Chromebooks and G-Mail Suite for workstations and physician officesProvide new hire training.Handle VIP and escalation tickets.When needed, will support other hospital campuses 2018-06 -2020-01Senior IT Field ServiceInsync Outsourcing Corp, Bergenfield, NJProvide onsite and/or remote technical support to end usersTroubleshoot, repair, and build PCs, laptops, and tablets: hardware & software (Windows 7, 8, 10 &Server)Clean & remove viruses, adware, spyware, and any other related malwareTroubleshoot, repair, and assist users with MS Office, Outlook, and associated MS productsWork with DHCP, DNS Troubleshooting, VPN, Active Directory, and other Network environmentsTroubleshoot, & repair local & network printersParticipate in new customer implementations,system upgrades, and technology migrationsReimage computers, servers, backup, perform data migrations and restorationsWork in different environments: Law Firms, Schools, Medical Offices, churches, Special Needsfoundations, Municipal Buildings, and Accounting.2016-10 -2018-06IT Support SpecialistLaw Office Kim and Bae. PC, Fort Lee, NJIdentify and resolve issues with desktops, laptops, printers, copiers, and conference room equipmentMonitor and manage daily system backups toprevent data lossAdminister and maintain servers, ensuring they are up and running efficientlyInstall server updates and patches to addresssecurity and performance issuesManage and maintain Active Directory (AD) tocontrol user access and permissionsAssist users with MS Office-related issues, including Word, Excel, PowerPoint, and OutlookTroubleshoot problems and provide guidance onusing MS products effectivelyEnsure that the organization's IT and cybersecurity policies are followedImplement security measures and educateemployees on best practices to protect againstcyber threatsSet up new computers and phones for new hires,ensuring they have the necessary software andaccessReplace or upgrade equipment as required forexisting employeesAssist staff with a wide range of IT-related issues, including software problems, hardwaremalfunctions, and remote access challengesProvide guidance and solutions to help usersovercome these challengesCollaborate with external vendors on IT projects, such as hardware procurement, software licensing,and infrastructure upgrades.2000-01 -2015-01IT ConsultantOwner Outsourcing, Cuba - MexicoIT Managed Service Provider (MSP), Design, set up, and maintain network infrastructureMonitor network performance and troubleshootconnectivity issuesEnsure network security through firewalls, antivirus software, and other security measuresConfigure, maintain, and update serversImplement data backup and disaster recovery plansMonitor server performance and resolve issuespromptlyProvide help desk support to end-usersInstall and update software applications on user devicesTroubleshoot and resolve hardware and softwareissuesImplement cybersecurity measures to protectagainst threatsMonitor for security breaches and respond toincidentsEnsure that security vulnerabilities are addressed promptlyManage data storage solutions and data backupsImplement data retention and data protectionpoliciesProcure and manage software licenses andhardware warrantiesCollaborate with clients to develop IT strategies aligned with their business goalsPlan for technology upgrades and expansionsImplement monitoring tools to track systemperformanceKeep clients informed about the status of their IT systems and any potential issuesProvide recommendations for improvements andupgradesHandle billing and invoicing for your servicesProvide 24/7 emergency support and response tocritical IT issuesStay up-to-date with emerging technologies andrecommend relevant solutions to clientsBuild strong relationships with clients and understand their evolving IT needs.Education2005-09 -2008-07Bachelor of Science: Computer andInformation SciencesTechnical Institute of Havana - Cuba1997-05 -1999-05Associate of Applied Science: ComputerRepair TechnicianTechnical Institute of Havana - Cuba1989-05 -1994-05Law (Pre-Law)Havana University - Havana, CubaCertificationsHttps://skillsoft.digitalbadges.skillsoft.com/profile/robert oquesadacespedes754472/wallet.