Previous duties: Responsible for Rent A Center new national accounts stores such as Lowes, JCP, and SHOPKO in United States for any technical issue. Issues encounter are from computer not working, missing software, account lockout, access to VPN, network down, printers issues and troubleshooting. Experience Highlights:• Networking, VPN access, technical support, Ticketing system: Service Now• Become an expert in High Touch (ERP) software as well support and guide end-users in the process how to use it• Support applications for stores of the following High Touch, SLT, WebReports, PBSS, MyCOE, Coupa, and etc.• Unlock and change passwords in Pass tool, Remote Desktop, Bomgar, Citrix, (altiris) Symantec Management Platform• Windows XP/7, Microsoft, Citrix AppCenter to terminate sessions and check type of access• VMWare Virtual Machine

Previous duties: Technician, Call Center, Field Support Analysis, and Customer Service, Responsible for stores in United States, Canada, Puerto Rico and Mexico for any technical issue. Issues encounter are from computer not working, missing software, account lockout, access to VPN, network down, printers and troubleshooting. Experience Highlights:• Networking, VPN access, technical support Ticketing software Service Now• Become an expert in SIMS (ERP) software as well support and guide end-users in the process how to use it• Support of the following SIMS, SLT, WebReports, PBSS, MyCOE, HT, Coupa, and etc.• Unlock and change passwords in Pass tool, Remote Desktop, Bomgar, Citrix, (altiris) Symantec Management Platform• Windows XP/7, Microsoft, Citrix AppCenter to terminate sessions and check type of access

Duties: Play different roles due to team capacity which lead to oversee and administrate help desk department, helped with networking and application administration and managed a team. Keep track of and purchased company’s inventory as needed for all the electronics and saved the company money while doing so. Managed all support tickets and properly assigned them to the correct technicians or department to meet company’s need. Experience Highlights:• Weekly Reports for the I.T Department as well manage projects and meet deadlines in a timely manner• Oversee Help Desk specialist and two I.T Interns as well collaborated with different departments • Application supported were Sage MAS 500 (ERP), Web base (ERP/MESs) applications, home build applications• Networking, network security, SonicWall, VPN, TCP/IP Manager for dedicated or exclusion of IP Address • MimeCast and Postini protection, Trend Micro Remote Manager• VMWare Vsphere Virtual Servers such as “Exchange/Active directory, Terminal, Printer, RFGen, EDI,citrix AppCenter, SQL, and etc.” • Understand backend of SQL/SonicWall when providing security Access for user accounts to specific applications/Websites. As well security access on Windows/iOS and on ticketing systems ServiceNow/Track-it.

Previous duties: Traveled to multiple states to train organizations in how to help their communities, created training material, documentation, and weekly reports.Experience Highlights:• Management, Administrating, training, and Coaching• Oversee deportation defense casework and action plans• Team building, Organizing in the community, outreach and advocacy federal identities • Program development of END for their organization• Build hotline system & managed apps for the program

States, Canada, Puerto Rico and Mexico for any technical issue. Issues encounter are from computer not working, missing software, account lockout, access to VPN, network down, printers and ordering parts. Experience Highlights:• Networking, Information Technology, Ticketing software CA Services and Customer Service• Limiting Support of the following, High Touch, Active Directory, PBSS, MyCOE, Coupa, and etc.• Windows XP/7, Citrix AppCenter to terminate sessions and check type of access & Symantec Management Platform

Experience Highlights: Managed work orders tasks for the mechanic technicians and help meet the customer satisfaction. Created marketing that brought more revenue in the business. • Business management, Administration and customer service• Web Design, Marketing, social network advertisement• Deployed and updated applications & maintained the electronics for the business

Previous duties: Customer Service, Receiving calls, and doing I.T services for their support contract with JetBlue Airlines.Experience Highlights: Active directory, Exchange, Remote Desktop, on boarding setup, VPN, and ticketing CA Services

Previous duties: Technician, Support, Administration, and Management. Experience Highlights:I was responsible for technical issues and support for 250 employees. This included the warehouse’s RFGen guns, label printers, software, computers and network wireless. I maintained high customer satisfaction and maintenance of the I.T Help Desk. In charged of two I.T Interns by assigning daily tasks and instructions. Used Track-it software and managed approximately 250 tickets a week. Experience Highlights:• Networking, EDI, Information Technology, Ticketing software and Customer Service• Application supported were Sage MAS 500 (ERP), Web base (ERP/MESs) applications• Networking, network security, SonicWall, VPN, Postini protection, Symantec Management Console• Physical Servers such as “Exchange/AD, Terminal, RFGen, EDI, SQL, and etc.” • Understand backend of SonicWall when providing security Access for user accounts to specific applications/Websites/VPN. As well security access on Windows/iOS

Previous duties: Provided a daily technical support and meet customer satisfaction. Experience Highlights:• Web Design, Networking, software & hardware support• Repaired and setup desktops, Laptops, Projectors, and TVs• Created user accounts, emails and setup computer profiles• Deploy computer images with Symantec Ghost software & Symantec Management Platform for applications