Bryan Guevara Email & Phone Number

Houston, Tx, Us

127.0.0.1

Houston, Tx

Provided remote technical product support of our visitor management system to over 10,000 schools via Citrix Go To Assist.Managed our call board for incoming support calls as well as our support queue via SalesForce.Engaged in assisting our Client Services team with technical training, installations, and implementations during and after on boarding new clients.Performed QA testing of our current gen product (R6) to find flaws/bugs within the web UI and potential errors in procedural operations.Performed additional QA testing of our current gen product in virtualized Mac OSX, Windows 7, and Windows 10 environments.

Open Source Intelligence (OSINT) Analysis and Traceback.Administration and Coordination Activities for SCIS Communications.PoE and BNC Surveillance Camera Installations and Configurations.Build, deploy, and tune open source unified threat management solutions using firewalls, IPS, and VPN.Support SCIS customer technical consultation.

Provided support and training for our in house ERP system written in Progress on CentOS.Responsible for managing all support requests ranging from desktop support to connectivity issues with our Xen App.Assisted in performing routine maintenance and health checks to our ERP system including database changes in values.Responsible for running reports on our support metrics capturing data of what type of requests we were encountering, the frequency, and where we are making improvements.

San Mateo, Ca

Worked with a team of 6 other technicians in providing remote technical support. Key focuses were in responsive and preventative maintenance, check-in/follow-up calls with our clients, and strategic planning all done via Kaseya remote tool.Created Office 365 E1 and E3 accounts for hosted exchange email accounts and Office applications.Responsible for providing VoIP profiles and managing the clients’ accounts. These responsibilities included creating extensions, configuration of voicemails, and deletion of terminated users.Worked in tandem with on site IT, when applicable, in the creation and deployment of Active Directory user accounts.Assisted the networking team in troubleshooting issues in wired and wireless connectivity with Cisco Meraki Access Points, Switches, and Firewalls. Our Meraki MXxx firewalls were used for the configuration of L2TP VPN.

Primary contact and Lead Technician for our end users on premise as well as provide additional support to our remote offices.Maintained server performance for our domain controller, DNS server, and terminal servers running Windows 2008 R2.Provided insight in evaluating, planning, and implementing hardware changes to our infrastructure including L2 and L3 switches, Windows Server 2003 migration, workstation rotations.Accountable for maintaining accurate hardware and software inventory along with proper licensing. Provided assistance in disaster recovery planning and testing using Veeam.

Managed continued Sharepoint Online 2013 design and implementation for our content library and intranet.Built Sharepoint Workflows and used that to implement internal ticketing system for tracking purposes.Office 365 E1 and E3 configuration for hosted exchange email accounts and Office applications.Managed accounts for SaaS-based anti-virus AVG. Performed virus and malware cleanup as needed.Responsible for PC backups via Carbonite and managed our user database for legacy users and archived data.Managed teleconference communications with Level 3 Communications in creating user profiles and voicemail.Provided guidance in implementing remote laptop security and encryption. Initiated a pilot test with products Lojack and PREY.

Assisted in managing store front with customer engagements needs and services requested.Performed routine virus removal and clean up with ComboFix, Malwarebytes, Dr. Web, Hitman Pro, and other commonly used utilities in the field.Responsible for reimaging workstations and laptops using original OEM base images and reconfiguring with client provided software and applications.Create full disk backups with Norton Ghost and Acronis True Image.Provided on site service calls for small businesses to support workstation deployments and joining to Windows Domains. Helped with installing and configuring client specific applications needed for the business such as Microsoft Office, Quickboks, Outlook configurations POP3, IMAP, and Exchange.Assisted in the creation of Active Directory user accounts in Windows Server 2008 R2 and Windows Server 2012.Helped troubleshoot networking related issues with local DNS at the workstation level and Server level.Provided assistance in WLAN setup, configurations, and deployments based on client needs.