Bilingual (English and Spanish) help desk leader with a broad base of troubleshooting expertise.

  Particularly strong background administering IT systems and identifying and resolving issues with computer software, systems, hardware and peripherals.

  Personable communicator and leader with a work history of exceeding performance objectives.

  Outstanding time management, attention to detail and organizational skills, including prioritizing tasks.

  Veteran, U.S. Army.

Operating Systems: Windows 10/8/7/XP; MAC OSX Mavericks; Yosemite; and El Capitan.

Software: Microsoft Office, Access, SharePoint and Office 365; Adobe Photoshop CS5; Oracle VM Virtual Box.

Programming: C++; Java; PHP; and PowerShell.

Servers: Windows 3/8/2012.

Help Desk: Microsoft TeamViewer; Connectwise; and LogMeIn.

Data Backup/Disaster Recovery: Datto, Continum Vault and Intronis.

Anti-Virus: Webroot and AVG.

Other: Microsoft Active Directory, PowerShell, HyperV, OneDrive and TechNet; Visual Studio; Eclipse; Powershell IDE; and Google Translate.

Tier 3 Help Desk Associate, Symbits Miami, FL                       Aug. 2013-Present

  Collaborate with three software technicians to support more than 2,000 desktop PCs and 113 servers.

  Resolve issues with a variety of software from Microsoft, Dell, HP, Dentrix, Imagine Learning, Continum, Ingenico, Schwab and QuickBooks, as well as propriety software.

  Travel to homes and businesses to provide support to end users, or install new equipment, including completing site setup for several companies, including T-Mobile and SushiMaki.

  Manage a team of contractors to complete projects in a timely manner.

  Setup, configure and maintain backups with Datto, Continum Vault and Intronis.

  Establish, configure, deployment and manage centralized endpoint anti-virus (Webroot and AVG).

  Configure firewalls for Network Address Translation (NAT) policies, static IPs, access rules and filtered content.

  Showcase knowledge of Microsoft PowerShell scripting to resolve various issues, including installing software on workgroup and domain connected PCs; upgrading device firmware; and configuring custom software.

Senior Help Desk Associate, VA-CRC Miami, FL            July 2012-Aug. 2013

  Identified and resolved problems with desktops, laptops, servers, switches, routers, printers and any other hardware that might be attached to the systems and/or networks in a LAN, WAN environment using TCP/IP (DHCP and static), and also performed installation.

  Setup a local domain with Active Directory containing 10 users, and an offsite database with more than 3,000 contacts plus notes, files and call records.

  Provided offsite helpdesk issue resolution via telephone, remote desktop, TeamViewer and other sources.

  Setup Asterisk with FreePBX, creating extensions, call queues and configuring the system to run with Google Voice.

  Migrated from SageAct to SugarCRM, including setting up custom modules and chat rooms.

Previously:

2nd Tier Technical Support Associate (Contract), NetTALK Miami, FL Mar. 2013-May 2013

  Resolved VoIP issues customers were having with their devices by upgrading firmware for corrupt devices.

  Assisted customers with installed and configuring their devices, including via TeamViewer.

Systems Maintainer, U. S Army Fort Riley, KS    Nov. 2006-May 2011

  Promoted to a Supervisory role within two years of enlistment.

  Led more than 100 VIP escort missions in a war zone during Operation Iraqi Freedom.

Tier 1 & 2 Technical Support Associate, The Answer Group North Lauderdale, FL Oct. 2005-May 2006

  Assisted customers with installing and configuring devices, from their Internet service to PCs.

  Used Microsoft TechNet and manufacturer websites, along with the Internet, to troubleshoot issues.

Associate of Arts (AA), Computer Science, Miami-Dade Community College; completed 50 credit hours

Computer Network Engineering, Florida Career College; completed 45 credit hours