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Click here or scroll down to respond to this candidateCandidate's Name
SummaryTechnologist with 8 years of experience in Senior Help Desk and IT Administration roles including strength in configuring VOIP, Networking, and administration of MS 365 and Active Directory.SkillsVoip (Cisco, Avaya, Ring Central), Cisco Anyconnect, Networking, Net Gear, WAPs, VPN, Azure Active Directory, ServiceNow, Vsphere, GlobalProtect, RapidIdentity, MS Project, MS Visio, SQL, Microsoft 365, Windows Server, Exchange Server, PeopleSoft, Outlook, Typing-50 WPM, Scheduling/Appointment Setting, Customer Service, Professional Correspondence, EMAIL (PoP3, PPPoE, TCP/IP, Proxies, IMAP, SMTP, SSL, Passwords Tanium, AWS, Duo Administration, DameWare, RDP,ExperienceIT AdministratorCONNS HOME PLUSSan Antonio, Tx July, 2022 Oct., 2023Cisco MS350, along with HDMI KVM switch to convert domains for users from Az., to Fl. The same with WAP devices using to extend wireless coverage, sometimes deciding to omit the device, and use a Wi-Fi extender for further Wi-Fi coverage.Configured Cisco VoIP/Avaya using a MAC address, also Unified Communications SystemsAzure Active Directory and Microsoft 365 administration - update passwords, provide or delete licenses, manage contact information, manage groups, etcEset AdministratorConfigured CiscoAnyconnect for AllRegionsConfigure thin clients using Linux configurationsAsset Management experience using ServiceNow ticketing systemProcurement fulfillment using ServiceNowFamiliarized with using Dameware, Remote Connection, and UMS softwareImage desktop and laptops for the continuity of businessCreate a detailed inventory of all decommed assets along with computers and monitorsUpdate warranty contacting manufacturer of assetDeployed assets via FedEx, and gathered tracking number for referenceFamiliar with using Tanium, AWS, Duo Administration loginUse DameWare, RDP, Tanium to locate offline/online endpointsDuO administrator to add phone, reactivate DuO mobile etcComplete ServiceNow ticketsConfiguring BIOS informationSenior IT Help DeskUSAASan Antonio, Tx June, 2019 - July, 2022Active Directory and Microsoft 365- administration update passwords, provide or delete licenses, manage contact information, manage groups, etcUsed Vsphere to track where the connection broke in the network from the DSLAM server. Also used to rebuild users VM for 3rd party users.Configured GlobalProtect for USAA employees that needed to work oversees and in some cases Cisco AnyconnectSet up RapidIdentity for security access on USAA personnel mobile devicesWindows Operating systemsClients: Windows7, Windows Vista, Windows XP, Windows 2000Servers: Windows 2000, Windows 2003, Windows 2008,Knowledge of Active Directory, Exchange 2003/2007ITSM ticketing tools such as ServiceNowUser account creation for Active Directory, Exchange Mailboxes, Distribution listsRemote desktop connectivity applicationsMS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS VisioInternet browsers (e.g. Explorer, Chrome, Firefox)VPN and remote dial-in usersSupport for laptop, desktops, and printersOthers: Adobe Acrobat and other common desktop applications like Winzip, etcTechnical knowledge of SQLHelp Desk LeadiBex GlobalSan Antonio, TX January, 2015 - 2017Assisted with retrieving customers email via Outlook using PoP3/IMAP/SMTPWorked on routers including AT&T, Netgear for small domestic issues, where Ive logged in using the IP address to change ports, and channel switching for extensive Wi-Fi usage, and to strengthen the signal, along with implementing a change of the default password to increase security of the networkReconfigure and provision software for customers satisfactionFilled the initial trouble forms for field technician dispatchWork with clients covering over 9 states and one country (Philippines)Work with alternate departments to solve customers account issuesMaintained Quality Assurance to improve customer service and diffused negative emotions while deescalating phone calls.San Antonio, Tx. West Business Corporation August, 2012 - January, 2015Technical Support ScrubberScrubbed Technical Questionnaire applications for companies for installation of AT&T iOS servicesEmailed scrubbed and revised Technical Questionnaire applications to client based companiesQuickly and effectively answer and solve customer questions and concerns during interview with Data EntrySan Antonio, Tx. KGB_USA June, 2012 - August, 2012Technical Support RepresentativeAnswered inbound calls to assist customers with Customer Premise Equipment and answered technical questionsMaintained a log for customers' incoming calls and saved the information within the data base systemEDUCATION & CERTIFICATIONSSan Antonio, Tx. ITT Technical Institute 2003-2007Associates of Applied SciencesITIL Certification achieved 2023Technical Skills & Special Training |
