Jackie Oliveira Email and Phone Number

• Monitor and escalate all Help Desk Support issues.• Troubleshoot Windows and other PC related issues.• Provide assistance and training on Mobile Devices ( i.e. Apple, Android, and Windows RT)• Support and maintain employees’ PCs, laptops, portable devices, and printers.• Work directly with the Executive and Senior management team to provide critical and maintenance support on all hardware issues. • Development and testing of tools to better assist in data recovery to expedite PC usage for end users.

• Interface with users on escalated service related issues.• Responsible for Corporate billing to including, voice, cellular, and all data circuits and accuracy verification. • Procurement of PC’s, lease negotiations, comparison/evaluations, purchase order process.• Mange PC inventory and rollouts.• Create Windows software images used on corporate desktops and laptops.• Manage software inventory.• Create new employees and devices tracking system to Active Directory.• In charge of physical security and access to the building,o Provide access and removal of, using C*Cure Access System.o Monitor and record security cameras.• Manage any moves and changes of systems through the facility.• Coordinate and work with venders on repairs and construction.• Responsible for EDM tape backup system for all critical servers & database• Monitor and escalate all Help Desk Support issues.• Troubleshoot Windows and other PC related issues.• Support and maintain employees’ PCs, laptops, PDAs, blackberries, printers, fax machines.• Order, configure and deploy new PC to employees.• Administrator for Corporate billing for Vanguard MS mobile communications (NEXTEL, Cingular).• Creative decision and design of in-house products, such as product packaging for Hardware Software, CD Labels and, Graphics for public website and VPN Clients. • Administer new accounts on the Vanguard MS extranet and portal.

• Familiar with Frame Relay, X.25, SDLC, SNMP, IP, SNA, ASYNC, ATM, VPN, and VO/IP.• Perform system admin functions in Clarify database such as setting up business rules, adding employee accounts, and creating queries and queues.• Conducted technical training sessions on various routers and switches Train and mentor 1st level technicians on monitoring, troubleshooting, opening tickets, and working on dispatches.• Troubleshot hardware/software configurations for new and existing customers.• Escalate and diagnose problems with the Telephone Company.• Responsible for billing customer invoices for T&M dispatches.• Responsible for administrating and creating customer accounts on the customer web portals.