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Click here or scroll down to respond to this candidateCandidate's Name
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PHONE NUMBER AVAILABLE ~ EMAIL AVAILABLEQUALIFICATIONSCareer position opportunity that utilizes my education and training in Information Technology. Successfully proven the ability in analyzing an organizations important support requirements, identifying the insufficiency and potential opportunities, and develop new ideas or methods for solutions to help increase the reliability and to improve productivity. A broad-based understanding of computer hardware and software, including installation, configuration, management, troubleshooting, and support, as well as establishing a customer-client relationship.CERTIFICATIONSDELL EMC Certification for NetworkingDELL EMC Certification for DesktopsDELL EMC Certification for Notebooks (Laptops)DELL EMC Certification for ServersDELL EMC Certification for PrintersDELL EMC Certification for Ruggedized NotebookTECHNICAL EXPERIENCE5/2023 PresentIT Help Desk/Local Support, Humana, 4030 W Boy Scout Boulevard, Tampa, FL*Supports and provide technical and networking assistance up to 5,000 users nationwide and international*Performed Lead roles of supporting and monitoring end users onsite*Utilize and support AV Devices in Conference and Focus Rooms (Barco unit, Clickshare USB device, Google Meets Devices, ceiling wall audio, TVs, Conference Rooms Control Panels, etc.)*Provide the role and responsibilities of the Lead for PC Desktop/Laptop, Network Bandwidth increase, Security, Software installation, IT Training, documentation processes, etc.*Utilize and support VOIP phones (Avaya, Cisco, Zoom) and softphone (Cisco Jabber, Avaya, Zoom, Five9, Genesys, Canvas Genesys, etc.)*Support, Utilize, and Monitor ServiceNow Ticketing System for breaks/fixes and requests*Utilize and support Microsoft Azure and Intune AD user account, BitLocker PIN/Recovery Keys, Tenant IDs, DL groups, etc.*Project in progress of upgrading Windows OS from Windows 10 to Windows 11 using Imaging Server and migrating data between devices using OneDrive and backup/restore scripts*Project also in progress of upgrading and supporting MacOS*Utilize and support Cloud applications (O365 Administration portal, Active Directory on premise on Windows 2016 server, Citrix Active Directory)*Utilize and Support Microsoft Azure AD/ Active Direcotry for user accounts and host the application on Windows 2016 server*Provide support and troubleshoot technical issues on Windows 10 and citrix environment*Provide local and remote support for issues with DELL laptops/PCs (LAN and WLAN users) and iOS devices*Utilize, support, and troubleshoot Apple and Android devices*Utilize, support, and troubleshoot different MAC OS version (Big Sur, Sonoma, Mac OS X, Mojave, El Capitan, Catalina, and Monterey)*Utilize, manage, support, and troubleshoot multiple ISP issues (Spectrum, AT&T, Coax, Frontier, etc.)*Windows 11 OS Platform soon to be deployed but have supported and utilized the OS*Utilize, support, manage, and monitor multiple servers with the version Windows Server (AD servers, FTP server, and application servers)*Utilize, support, manage, and monitor Windows Server 2016 that host applications (EHR, AthenaPractice, Badge Reader system)*Utilize, support, and troubleshoot MS Office365 products*Work with multiple vendors to troubleshoot specific issues (Network, Office365, Phishing emails, Google Groups, Shared Mailboxes, Desktop Software, etc.)*Utilize and support Active Directory for creating/removing user profiles, password resets, printers, etc.*Monitor, support, and utilize Citrix Receiver, Citrix Workstation*Monitor, utilize, and support Cisco VOIP phones*Utilize and support users using VPN tool (Cisco AnyConnect and Zscaler) and mapped shared drives for folders and printers1/2022 5/2023IT Administrator, Osceola Community Health Services, 1703 Business Center Ln, Kissimmee, FL*Supports and provide technical and networking assistance for over 150 users mainly locally around Kissimmee area*Provide the role and responsibilities of the Lead, CIO, IT Director, and Supervisor along with IT Administrator responsibilities and while working on projects, breaks/fixes, hiring, strategic management, shadowing, point of contact for invoices, contracts, IT Support, building IT command workstation, mentoring, security, IT training, documentation processes, etc.*Provide and support AV Devices in Conference and Focus Rooms (Barco unit, Clickshare USB device, ceiling wall audio, TVs, Conference Rooms Control Panels, etc.)**Provide the role and responsibilities of the Project Management for PC Desktop/Laptop, Network Bandwidth increase, Security, Software installation, etc*Provide the role and responsibilities of working with different vendor pertaining to different fields (i.e. Networking, Security, Software Installation, Cisco VOIP phones, etc.)*Support, Utilize, and Monitor Connectwise Manage ticketing system for technical/networking issues*Utilize and support Cloud applications (O365 Administration portal, Active Directory on premise on Windows 2016 server, Citrix Active Directory)*Utilize and Support Microsoft Azure AD for user accounts and host the application on Windows 2016 server*Provide support and troubleshoot technical issues on Windows 7/10 and citrix environment*Provide local and remote support for issues with DELL laptops/PCs (LAN and WLAN users) and iOS devices*Created, maintained, and utilized projects of upgrading DELL Desktop PCs and upgrading DELL laptops to Lenovo laptops with Windows 11 OS. Using WDS server and bootable USB for imaging process. Backed up data on shared drives to restore on upgraded devices*Utilize, manage, support, troubleshoot, and monitor Cisco Switches, Netgear Routers, Cisco Access Points, MPLS connection speed, software licensing, and Spectrum for bandwidth connection*Monitor and support network status, Cisco switch port status, wireless AP status, SD WAN status, and Firewall rules status*Utilize, support, manage, and monitor multiple servers with the version Windows Server 2016 (AD servers, FTP server, and application servers)*Utilize, support, manage, and monitor Windows Server 2016 that host applications (EHR, AthenaPractice, Badge Reader system)*Utilize, support, and troubleshoot MS Office365 products*Work with multiple vendors to troubleshoot specific issues (Network, Office365, Phishing emails, Google Groups, Shared Mailboxes, Desktop Software, etc.)*Utilize and support Active Directory for creating/removing user profiles, password resets, printers, etc.*Monitor, support, and utilize Citrix Receiver, Citrix Workstation*Monitor, utilize, and support Cisco VOIP phones*Utilize and support users using VPN tool (Cisco AnyConnect) and mapped shared drives for folders and printers*Responsible for end user support for any technical, Networking issues, Security, IT Training, software licensing, and server01/2019 12/2021IT Remote Support/Local Support, VerizonConnect, 7701 E Telecom Parkway, Temple Terrace, FL*Supports and provide technical assistance for over 8,000 users nationwide and internationally*Utilize two ServiceNow trouble-ticketing system environments (TechHub and AtYourService)*Perform Lead roles onsite when support, troubleshooting, and monitoring end users onsite*Provide support and troubleshoot technical issues on Windows 7/10 and some MacOS*Provide local and remote support for issues with PC and MAC Desktops/Laptops*Utilize, support, and troubleshoot G Suite apps and MS Office products 2010/2013/2016/Office365*Utilize and support remote tools (Kaseya, Bomgar, RDP and LogMeIn, GoToAssist)*Utilize and support VZImage tool to schedule Windows 10 image (VZC and VZ)*Went through Project of upgrading hardware and software with DELL PCs and Lenovo laptops. Utilized and supported VZImage system for scheduling imaging on devices.*Utilize and support Okta to authenticate and access G Suite and other work applications*Utilize and support Microsoft Azure for user account, BitLocker PIN/Recovery Keys, Tenant IDs, DL groups, etc.**Provide and support AV Devices in 4 Conference and multiple Focus Rooms (Barco unit, Clickshare USB device, ceiling wall audio, TVs, Google Meets Devices, Conference Rooms Control Panels, etc.)**Work with multiple teams to troubleshoot specific issues (Network, G Suite, Bomgar, Phishing emails, Google Groups, Shared Mailboxes, Desktop Software etc.)*Support and troubleshoot multiple video conference rooms with Barco units and Barco ClickShare usbs, as well as support conference video systems (BlueJeans, Cisco WebEx, Google Meets, and Zoom)*Utilize and support Citrix, Amazon workspace (Windows), Workspace (mobile devices)*Support and troubleshoot Android and Apple iOS devices for users to maintain using work apps VMWARE (Macs), (Intelligent Hub, Slack, Pulse Secure, G Suite, etc.)*Utilize and support Active Directory for creating/removing user profiles, password resets, printers, etc.*Monitor, support, and utilize Citrix Receiver, Citrix Workstation*Monitor, utilize, and support Shoretel Phone systems*Utilize and support users using VPN tools (SonicWall NetExtender, Cisco Anywhere Connect, Pulse Secure, Global Protect), Cisco Catalyst switches, and Avaya Access Points*Responsible for end user support for any technical and Networking issues*Implement customer satisfaction by assisting, identifying, and eliminating the core causes of end users issues*Provide support to shared drives and servers for end users05/2017 10/2018IT Helpdesk Support/Local Support, CondeNast, 1313 North Market Street, Wilmington, DE*Supported, and provided technical assistance for over 5,000 users nationwide and internationally*Utilized Zendesk trouble-ticketing system*Utilized and troubleshot technical issues MacOS X (El Capitan, High Sierra, etc.) and Windows 7/10*Utilized and troubleshot issues with MAC Desktops/Laptops and PC Desktops/Laptops*Utilized and provided technical support using VMWARE for Windows 10 environment*Utilized, supported, and troubleshot G Suite and MS Office 2010/2013/2016/Office365*Utilized and supported remote tools (MAC built-in remote tool, SCCM, and LogMeIn, GoToAssist)*Utilized and supported PXE boot for imaging OS on devices*Utilized and supported Active Directory for user profiles, password resets, printers, etc.*Monitored, supported, and utilized Citrix Receiver, Citrix Workstation*Worked with various teams to troubleshoot specific issues (Network, Emails, Distribution Lists/Shared Mailboxes, Desktop Software)*Monitored, utilized, and supported Cisco Phone system tools (Cisco Phones, Jabber, Cisco Finesse)*Utilized and supported users using VPN tools (Pulse Secure, Global Protect) for user accounts*Responsible for end user support for any technical and Networking issues*Implemented customer satisfaction by assisting, identifying, and eliminating the core causes of end users issues*Utilized and supported shared drives and servers for end users01/2017 03/2017IT Helpdesk Support/Field Technician, University of Delware, 222 South Chapel Street, Newark, DE*Monitored, supported, and provided technical assistance for over 2,000 users*Utilized, supported, re-imaged, and troubleshoot Microsoft Windows 7/8.1/10*Re-imaged DELL/Lenovo laptops and desktops via PXE boot*Supported and troubleshot MAC OS X*Utilized and supported SCCM and Citrix Active Directory*Utilized, supported, and troubleshot DELL PCs/Laptops and Sequoia POS systems*Utilized, supported, and troubleshot IPhones and DELL/HP Printers*Monitored, supported, and utilized the Request Tracker trouble-ticketing system*Monitored, utilized, and supported Cisco Routers/Switches, and Cisco/Avaya Phone System tools*Responsible for end user support for any technical issues, PC Breaks/fixes, and/or Networking issues*Implemented customer satisfaction by assisting, identifying, and eliminating the core causes of end users issues*Implemented strategies to satisfy users by utilizing Networking tools, providing technical skills, and utilizing the shared drive*Acted as a field technical consultant by providing technical or any company-related support for end users*02/2016 01/2017IT POS Helpdesk Support, Aramark, 1101 Market Street, Philadelphia, PA*Monitored, supported, and provided technical assistance for over 20,000 users across the U.S.*Utilized, supported, and troubleshot Micros Symphony POS*Monitored, supported, and utilized the Service Now trouble-ticketing system*Monitored, utilized, and supported EMC*Responsible for end user support for any technical and/or Networking issues*Implemented customer satisfaction by assisting, identifying, and eliminating the core causes of end users issues*Implemented strategies to satisfy users*Acted as a field technical consultant by providing the proper data, and support for end users3/2015 02/2016POS Helpdesk Support, Davids Bridal, Conshohocken, PA*Utilized the Solarwinds Web Helpdesk trouble-ticketing system to create/receive tickets from Level 1/ Level 2*Provided support and monitored multiple users across the U.S. and Canada*Provided support and utilized skills on troubleshooting NCR POS, as well as companys hardware equipment (TP Links, Linksys, Laser Printers, Fax Machines, UPS Labelers, Receipt Printers, etc.)*Supported, troubleshoot, and monitored Windows 7*Utilized, supported, updated, troubleshoot, and installed company software (CMS)*Troubleshoot and support ipads, ipods, iphones*Utilized Avaya phone system tool, Microsoft Outlook 2010, and Microsoft Lyn IM for communication purposes*Utilized and provided support for Citrix Xenapp applications as an active directory (PC Anywhere, Citrix Access Management Console, Citrix AppCenter)*Utilized the ping/ipconfig tool to help troubleshoot, monitor, and support networking issues*Utilized batch files and software installs to help install and troubleshoot software (CMS, Java, Bluecube, IE9*Troubleshoot and support printers (HP 1320/2015/2055 and Brother 5370/5470)*Utilized Norton Symantec Endpoint Protection anti-virus software tool*Utilized remote tool for troubleshooting purposes (PC Anywhere, Remote Desktop)*Utilized mapped shared drives12/2014 12/2014PC Technician, UPENN, Bala Cynwyd, PA*Utilized the mapped network drive to update the software on Lenovo laptops, using Windows XP/7*Supported and managed UPENN software (RoadNotes, Homeworks, BTI Synchronization software)*Utilized pre-written batch files to update and/or troubleshoot software on Lenovo laptops, supporting Windows XP/7*Backed up clients' data, using the BTI Synchronization software to the server*Responsible for utilizing and troubleshooting UPENN software*Supported, updated, and troubleshoot software, utilizing Sybase Database 11*Supported Norton Symantec 11 anti-virus software4/2013 10/2014Helpdesk Support/Field Technician, Philadelphia School District, Philadelphia, PA*Provided technical support for the K-12 school district, utilizing multiple software software(OneSource, VBOSS, FastLane)*Performed Lead roles when supporting, troubleshooting, strategic management, monitoring end users onsite at over 250 sites*Utilized Kayako trouble-ticketing system for tracking and monitoring helpdesk issues*Supported and monitored LAN users*Provided support and troubleshooting skills for K-12 POS hardware equipment, which also included DELL PHONE NUMBER AVAILABLE*Provided support and troubleshooting skills for personal mobile iOS devices (IPAD 6/7, IPHONE 4/5, IPOD 6/7)*Provided network troubleshooting skills, utilizing network equipment (couplers, RJ-45 jacks, cat 5e cables, Linksys wireless AP, Linksys wireless adapters, punch down tools, crimper)*Converted multiple users from Windows XP to Windows 7*Utilized and troubleshot MS Office 2007*Utilized ping/ipconfig tools for networking purposes*Provided support and troubleshooting skills on NetGear and Linksys wireless AP routers, and Verizon wireless wifi hotspot device*Re-imaged computers, using Norton Ghost 15 with a bootable USB drive or a recovery cd*Installed, repaired, and supported Windows XP/7, using Windows XP or 7 CD*Monitored and supported helpdesk calls, using Avaya phone system*Performed hardware repair for DELL components*Responsible for managing and supporting over 250 schools with hardware and software decisions, as well as performing product documentations*Performed database backups, restored backups, supported software, and utilized pre-generated SQL scripts within Microsoft SQL Server 2000/2005*Responsible for end user support for any technical issues, using remote tools (Ultra VNC remote tool, Team Viewer remote tool)*Responsible for meeting with on-site customers and creating implementation strategies*Performed basic hardware installations, as well software installations*Utilized past implementation experience to troubleshoot software issues, as well as diagnose hardware issues3/2012 - 2/2013Software Implementation Specialist/Field Technician, Horizon Software International, Duluth, GA*K-12 traveler to multiple school districts as a software implementation specialist (OneSource, VBOSS, FastLane, KidServe, Vending)*Responsible for installation and training of K-12 POS hardware and software services at multiple school districts*Performed and led a team of 4 when working on a project and performing onsite responsibilities*Supported and monitored LAN users*Provided role and responsibilities of team lead for onsite projects to team (i.e. PC Desktop setup, software installation, network maintenance, mentoring, strategic management, IT Training, etc)*Provided support and troubleshooting skills for company mobile iOS devices (IPADs) and tablets*Installed, supported, troubleshoot, and monitored software on company mobile iOS devices and laptops*Utilized re-imaged DELL computers, with Windows 7 operating system*Performed projects of migrating data and upgrading OS on devices using Norton Ghost. Traveled to multiple sites performing swaps and upgrading OS/hardware as well as migrating the data*Performed basic hardware installations, as well software installations, while supporting Windows 7*Responsible for managing hardware and software decisions, as well as performing product documentations*Performed desktop support for hardware, as well as software-related issues, using NetSuite*Responsible for end user support for any technical issues*Responsible for meeting with on-site customers and creating implementation strategies*Utilized past implementation experience to troubleshoot software issues.*Performed database backups, restored backups, utilized pre-generated SQL scripts, as well as supported software within Microsoft SQL Server 2000/2005/2008*Performed configuration duties for on-site vending machines3/2011 - 3/3012IT Security Technical Analyst, Verizon Wireless, Alpharetta, GA*Remotely addressed software issues related to Active Directory, Citrix and other VPN clients*Supported and monitored CRS automated ticketing requests system*Installed, monitored, supported, and maintained multiple VZW software applications (MARS, OPAL, MYPOS, POS AUTHENTICATION, MBA, MTAS, VIIA, ACSS, VISION, EWI, ELM, OTA, etc.)*Responsible for performing desktop support, as well as application support, using Windows 7 operating system*Responsible for supporting end users for any technical issues*Electronically maintained and supported information security requests*Received and resolved trouble tickets to end user software issues*Lead project technical analyst and trainer over applications1/2008 - 1/2011Helpdesk Support, USM Cook Library, Hattiesburg, MS*Supported and monitored over 150 LAN users in the computer lab*Installed, monitored, and supported Windows Server 2003, Symantec Norton Antivirus 2008, Adobe Reader 2008, and Microsoft Office 2010 onto multiple desktop PCs*Installed, supported, and troubleshoot anti-intrusion programs for student issued laptops*Assembled and installed a wide variety of computer systems and workstations*Provided hands on support for hardware and software related issues*Utilized the universitys printing procedures to help customers to print, using pharos*Responsible for solutions to provide efficient operations, and faster access to critical information*Implemented effective customer satisfaction strategies by identifying and eliminating the core causes of customer problemsTechnologies Used: Microsoft Office (Word, PowerPoint, Access), Windows XP/2008, Cisco, XeroxPrinters, Norton Antivirus2/2010 - 8/2010Contract/Technical Support, Hattiesburg Public School District, Hattiesburg, MS*Acted as a field technical consultant by providing support to the nine schools in the district*Received help desk tickets and prioritized based on urgency*Installed, re-imaged, monitored, and supported Norton Ghost 3.0 and Xvid codec software on multiple desktop PCs within the nine schools in the district*Participated in handling processes and assisting teachers, while working with computer-related problems and/ or printers*Performed some hardware, but mainly software installations and provided high-level customer care, training, and technical supportTECHNICAL SKILLSWindows XP/2000/2007/2008, MS Office 2007/2010, Cisco Router 1800/2600, Cisco Catalyst Switch 2950/2900, Hubs, Laptops, Desktop PCS, VPN, DELL 755/780/790/7010, Microsoft SQL Server 2000/2005/2008, LAN/WAN network, Citrix/Symantec/NetSuite/SharePoint, TP Link router, Linksys Wireless AP/adapter, RJ-45 jacks, Norton Ghost 15, Acronis, Ultra VNC, Team Viewer, McAfee, MSE, Kayako troubling ticket system, Avaya phone systemEDUCATIONBachelor of Science in Information Technology in Networking, December, 2010The University of Southern Mississippi, Hattiesburg, MSMajor GPA 3.3REFERENCESEnrique VelascoTier II EU support for Humana ITPHONE NUMBER AVAILABLE cellIsabelle ThomaseeTier II EU Support for Humana ITPHONE NUMBER AVAILABLE cellLisa SharpenbergDirector of Business Development of ArrowCore GroupPHONE NUMBER AVAILABLE cellTracey Daniels-TerryVerizon Connect Technical Support ManagerPHONE NUMBER AVAILABLE cellSarah PerrineCondeNast Helpdesk Support Team ManagerPHONE NUMBER AVAILABLE cellChris BakowskiUniversity of Delaware Project ManagerPHONE NUMBER AVAILABLE cellSteve PhilmoreAramark IT POS Master Data ManagerPHONE NUMBER AVAILABLE cellMark McGowanDavids Bridal ManagerPHONE NUMBER AVAILABLE cellJamie PoweUPENN Hiring ManagerPHONE NUMBER AVAILABLE cellReginald RigaudUPENN PC TechnicianPHONE NUMBER AVAILABLE cellLouis SmithHorizon Software Helpdesk Support/Tech Support for Philadelphia School DistrictPHONE NUMBER AVAILABLE cellAbe LahmidiHorizon Software Project Manager/Helpdesk Support for Philadelphia School DistrictPHONE NUMBER AVAILABLE office numberRichard HockerHorizon Software Helpdesk Support/Tech Support for Philadelphia School DistrictPHONE NUMBER AVAILABLE cell |
