Jayce Carvalho Email & Phone Number

Puyallup, Wa

* Provide phone, online chat, and remote support for proprietary software products; using various VPN solutions to remotely work with customers.* Use SQL to manage and manipulate SIS/HR information as well as local DB data sets. Use SQL to provide reporting for projects and to troubleshoot proprietary software products.* Perform own project management from start to finish and provide support until all bugs/issues have been resolved. Attend weekly Scrum meetings for projects and support requests.Required skills: SQL, SQL Server 2012/14/16, Webex, RDP, Office 365, Google Apps, Windows 10, Windows Server 2016/08, AD, documentation/technical writing, application support, Deskpro, SCRUM, PowerShell, customer service, project management

Renton, Wa

* Performed duties of an Identity Access Management Specialist and used HPOV, and CA Service Desk Manager to resolve help-desk requests and incidents.* Administered EPIC Hyperspace accounts and set access permissions based on templates.* Managed AD by: organizing objects into OUs, creating AD objects and resources, creating security groups, and setting users’ permissions based on needs and/or requirements.* Used Exchange 2010 management console to create mailboxes and distribution lists and also removed resources on user terminations.Required skills: HPOV, CA Service Desk Manager, AD, documentation/technical writing, security groups, NTFS permissions, EPIC account administration, identity access management, MS Office Suite 2013, Exchange 2010 Management Console, time management

Tacoma, Washington

* Provided L2 technical support in a large scale 10,000+ device, healthcare environment.* Provided remote support for users at various and/or remote locations.* Managed NTFS permissions via Access Control Lists, and/or group permissions via AD.* Managed print servers by: updating print drivers, adding and configuring printers, troubleshooting print server issues, and keeping printer documentation up to date.* Provided L1 hardware support for server and networking devices.* Managed AD by: organizing users and computers into correct OUs, creating DHCP reservations, setting users’ permissions based on needs and/or requirements and resetting user passwords.Required skills: Windows 7/XP, AD, remote support, MS Office Suite 03/07/10/13, SCCM, BMC Remedy, documentation/technical writing, Symantec, networking, vendor communication, leadership, teamwork, Android, iOS, device deployment, project management, inventory control, customer service, NTFS permissions, DNS, ICMP, DHCP, MS Server 03/08, help-desk, L1/2 application support, Bitlocker, data recovery, data migration

United States

* Provided L2 technical support in a large scale 10,000+ device, healthcare environment.* Provided remote support for users at various and/or remote locations.* Managed NTFS permissions via Access Control Lists, and/or group permissions via AD.* Managed print servers by: updating print drivers, adding and configuring printers, troubleshooting print server issues, and keeping printer documentation up to date.* Provided L1 hardware support for server and networking devices.* Managed AD by: organizing users and computers into correct OUs, creating DHCP reservations, setting users’ permissions based on needs and/or requirements and resetting user passwords.Required skills: Windows 7/XP, AD, remote support, MS Office Suite 03/07/10/13, SCCM, BMC Remedy, documentation/technical writing, Symantec, networking, vendor communication, leadership, teamwork, Android, iOS, device deployment, project management, inventory control, customer service, NTFS permissions, DNS, ICMP, DHCP, MS Server 03/08, help-desk, L1/2 application support, Bitlocker, data recovery, data migration

Tacoma, Wa

* Provided L2 technical support in a large scale 10,000+ device, healthcare environment.* Provided remote support for users at various and/or remote locations.* Managed NTFS permissions via Access Control Lists, and/or group permissions via AD.* Managed print servers by: updating print drivers, adding and configuring printers, troubleshooting print server issues, and keeping printer documentation up to date.* Provided L1 hardware support for server and networking devices.* Managed AD by: organizing users and computers into correct OUs, creating DHCP reservations, setting users’ permissions based on needs and/or requirements and resetting user passwords.Required skills: Windows 7/XP, AD, remote support, MS Office Suite 03/07/10/13, SCCM, BMC Remedy, documentation/technical writing, Symantec, networking, vendor communication, leadership, teamwork, Android, iOS, device deployment, project management, inventory control, customer service, NTFS permissions, DNS, ICMP, DHCP, MS Server 03/08, help-desk, L1/2 application support, Bitlocker, data recovery, data migration

Tacoma, Wa

* Manually built and deployed Dell laptops and desktops for users. * Configured Windows 7 systems, following specific guidelines per department.* Provided steady state support for users at the Tacoma and Lakewood offices.* Configured Bitlocker on all workstations manually, and saved/named encryption keys on a secured server.* Backed up and migrated users' data before deploying new workstations using a custom batch script for automation.* Managed AD by: organizing users and computers into correct OUs, AD cleanup and documentation, setting user permissions based on needs and/or requirements, and resetting user passwords.Required skills: Windows 7/XP, AD, technical support, device deployment, printer support, problem solving, communication, Bitlocker, NTFS permissions, documentation/technical writing, data migration, MS Office Suite 10, ICMP, DHCP, time management, inventory control, customer service, teamwork, leadership, cable management.

Software Development

Associate Of Applied Sciences & Technology, Information Technology