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PHONE NUMBER AVAILABLEEMAIL AVAILABLEINFORMATION TECHNOLOGY PROFESSIONALAs an IT Systems Support Professional my goals are to manage information technology systems in the most efficient way possible, continuously develop my skill set, provide high quality support, manage technology projects in a sustainable manner, and strive for excellence.Core CompetenciesIT Systems Support Technological Capacity Building IT Project CoordinationSystems Security Systems Analysis & Administration Infrastructure DesignActive Directory ManageEngine Service Desk CoreFTP File TransfersEDUCATIONBachelor's Degree (BS) Information Systems & Technology and Cyber SecurityITT Technical InstituteFocusing on Information Technology, Cyber Security, and Network Systems,specialized in Information Technology ManagementPROFESSIONAL EXPERIENCEInfinity Sales Group / Boca Raton FloridaDesktop Support EngineerAugust 2022 to August 2024Coordinates user technical training and remediation activities, oversees the information resources repository of instructional materials for user applications, and makes recommendations for additions to the user experience.Conducts company assessments, evaluates assistance currently being offered and develops approaches to enhance company capabilities for user support.Coordinates activities in support of user training and assistance requests for all programs.Monitors assistance efforts periodically and provides assessment reports to management on status and recommendations for improvements. CDConfers with users and other IT personnel to develop new approaches or alternatives to ensure that user assistance is being provided effectively and efficiently.Trains users in learning new company-provided applications and assists in problem-solving for applications issues.Maintains ISG IT records, logs and reports of assistance unitizing ServiceDesk+.Maintains network and PC preventive maintenance logging efforts to ensure network and data integrity.Tests new software applications and recommends purchase where required.HCL Technologies / Office Depot, Boca Raton FloridaIT End-User Technical Support SpecialistApril 2022 to July 2022Executed IT issues for level 2 End-user, supporting national and global staff members.Re-imaged and formatted new and old computers for a current refresh project for users that are not currently in-office.Used ServiceNow ticketing for management of tickets that are processed from level 1, and after review with call through Ring Central or Ultra VNC and Teams with users to either solve issues or escalate to level 3.Collaborated with new employees through their on-boarding from how to perform first time logins with Android or MAC devices, and two factor authentication through Secure AUTH Application.The Computer Guyz, Coral Springs FloridaTechnical Support AnalystNovember 2020 - April 2022Performed set up of new computers, application installs, monitoring servers for corporate office, CC Client Call Center, updated Active Directory for new and existing employees.Ticketed system managed by TCG, Microsoft products, backed up servers, network connectivity for users and IT systems, Kronos install and updates, and RPM, Desktop peripherals, employee moves. Installed Cisco VPN.Functioned as Roaming Technician. Solved desktop monitors and printer repairs.Infinity Behavioral Health, Lauderdale Lakes FloridaTechnical Support Tier IJune 2020 July 2020Advised staff on peripherals for at-home devices, including phone setup and functioning of VPN, password reset, and installation of company applications.Monitored SolarWinds service now and email for users.Added and removed Microsoft Office Products to users desktops.Scheduled users pick up of devices and peripherals.Randstad USASeptember 2018 - February 2020Worked on a project that involved upgrading from Windows 7 to Windows 10 PC Refresh utilizing Epolicy, Invanti, Agent Dashboard, Active Directory, Microsoft Excel / Word / PowerPoint / Google Drive.Epolicy: using data received from responses through Microsoft Excel, to populate users computer names and IP addresses and last usage dates.Ivanti: Checking for past incident tickets, to cross reference data.Agent Dashboard to contact users.Active directory: to correct data received by users.Randstad Technologies USARTAG Staging CoordinatorApril 2018 July 2018Performed inventory and shipped Logistics products that are used for installation by Work Market and Field Nation technicians.Created all work orders consistent with the Funding Request that are created by the Project Managers teams for IT servers, site projects peripherals and installs including Mac Minis, and iPad.Contacted Service Technicians to confirm site dates and time, and their abilities for tasks at the sites.Assisted Technicians in configuring peripherals at the Randstad USA Fort Lauderdale Fl. Staging Office.Interval Leisure Group, Inc. ILGSenior IT Technical Support AnalystFebruary 2017 - April 2018Created AS400, Forefront Identity Management and AD profiles for timeshare and vacation resorts employees who support eight domains on a 24/7 schedule from around the world. Performed password resets, email configuration, service outages.Monitored CA Desktop Support Queue, Company Email IT Helpdesk, for issues pertaining to all IT support issues.Created and serviced user accounts as they are sent to the IT Department from several other company departments and HR.Escalated IT services issues from eight separate domains to other IT departments including Network, Corporate Server Support, Desktop Support, Telecom and OI Security.System support for department and Resorts experiencing outages due to server and or electric service.Caribbean Financial Group, Inc.Technical Support SpecialistJuly 2016 - October 2016Performed remote connections, user profiles through Active Directory, laptop/Desktop configuration, Cellular Phones, VPN connections, and File Transfers for live daily bank deposits, from their Aventura, Florida Corporate Office.Monitored the ManageEngine Service Desk for all service requests from users that send emails and calls to service technicians, created service tickets that is then monitored by the Production Service Manager.IT Service Advisor for the companys business in Aruba, Bonaire, Curacao, St. Maarten, and Aventura Florida. This totaled 32 offices. Repaired remotely any issues related to Email, Desktop configuration, patch updates, and program installs.Executed Daily File transfers conducted through CoreFTP moving uploads, Encrypting/Decrypting files, and ensured that all transfers were properly allocated.Configured new user profiles through AD, Computers (Laptop/Desktop) setup for use with all company needed applications, cellular phone configuration and Desktop VOIP phones.City of Fort LauderdaleTechnical Support CoordinatorJune 2015-July 2016The City of Fort Lauderdale provides services to over 172,000 citizens in Broward County. The city serves the public with a variety of departments and divisions to fulfill the needs of the community. Served as a Technical Support Coordinator to assist in improving operational efficiency and effectiveness of the City in terms of Information Technology hardware and software infrastructure.Served as a key technical resource for system support and troubleshooting. Worked to ensure operational efficiency is maintained by administering best practices and handling requests through the internal case management system. Manage requests related to Active Directory, User Access/Security, Laptop/Desktop configuration, Group Policy, Remote Desktop Services, Mobile Device configuration, Hardware/Software Support and the System/Facility Access Card.Coordinated various information technology projects including vendor partnerships that involve the implementation and maintenance of Cisco VoIP phones, Wi-Fi Antennas, NemoQ client call system, and NEC touch-screen monitors. Initiate contact with service providers to connect and activate connectivity devices and infrastructure.Facilitated a productive and collaborative environment where end users can acquire support on-demand and bring resolution to their issues in an expeditious manner. Manage relations with other technology teams including Systems Administration, Network Support, Infrastructure, and Application Services to lower response times and prevent system outages.Claims Verification Inc., Ft. Lauderdale, FLMay 2012-June 2013Provided IS Administrator with technical support and network monitoring.Active directory, add user accounts, user profiles, public folder permissions for group polices using remote administration for laptops, servers, via Citrix, LogMeIn, RDP and Terminal services, repair, Image and configure ThinkPad laptops, remove viruses, replace user profiles and mailboxes.Assisted in installing Microsoft and Linux operating systems on servers.Ordered and rebuilds damage laptops, hardware, and other office supplies.Converted Multimedia Files Formats, Audio/Video Editing, provide media files through secure streaming web services.Installed, configure and secure Linux Email and Web Servers, configure Linux firewalls.Assisted at Hosting Data Center, installed servers and reconfigured computers.KEY TECHNOLOGY COMPETENCIESMicrosoft Windows Enterprise Network AdministrationMicrosoft Active Directory, DNS, Web Servers.Microsoft Exchange AdministrationVirtual Environments, VMware and vSphere, Bomgar Representative CertifiedCisco Routers, Switches, Firewalls, WAN/LAN, VPN, VLAN, OSPF, EIGRP.VoIP Telephony services, External Connectivity devicesLinux / Unix- Red Hat Enterprises (RHEL) using VMware and vSphere.ManageEngine Service DeskCoreFTP File Transfer |
