Joshua Montiel Email and Phone Number

Premier Black Car Service covering all of Southern California

* Project-based IT work that implements a broadest range of IT equipment, including network equipment, servers, terminals, personal computers, cabling, and related software products. * Provides advanced, hands-on technical support as escalated from Service Desk. * Communicates and escalates incidents and requests. * Logs and tracks incidents and requests; reviews incident and requests. * I Investigate hardware problems and performs minor system hardware and communication connection repairs * I have acted as facility lead on technical project implementations; coordinates infrastructure-based needs for facility based new construction or real estate moves * I've Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance * Aided and trained users on proper use of technology * Mentors and/or collaborates with other Technical Analysts and other members of Gallagher Technology Services. * Participates in facility-based IT project planning and budgeting, as needed * Effectively works with regional and other Gallagher Technology Services personnel to ensure that division priorities and standards are achieved * Adheres to and supports Gallagher Technology Services standards, policies and procedures * Currently over see and support 16 branches across three states.* Have participated in over 5 Merger and acquisition Network change over.* Currently travel over 50% of the time and work remotely 100%* Have been the lead on PC refreshes for over 10 Branches and location in my area of operations replacing over 300 PC and or updating then

•Under minimal supervision, maintains, monitors and troubleshoots the network environment, both hardware and software•Maintains complex programming applications•Designs, operates and maintains network related functions•Ensures compliance with network requirements•Assists department manager in overseeing the Help Desk (hardware and software issues, including help desk tickets)•Communicates and coordinates resolution of issues with technology resources•Maintains/enhances existing applications as needed•Keeps off-the-shelf software updated with most current versions, updates and/or patches•Interfaces with vendors and users regarding LAN systems, services and support issues to ensure standards are met•Provides technical analysis and related documentation for LAN services and support•Utilize monitoring tools and creative pro-active monitoring practices to ensure system availability, functionality, and performance 24/7. Meet/exceed all defined SLAs (Service Level Agreements).•Participate in the Change Management and Release Management process to ensure that software releases are clearly understood and properly transitioned to allow for adequate support.•Continuous creation and update of support documentation in the solutions knowledge database to improve and expand support capabilities. Knowledge share within the team for cross training and support consistency.•Develop and promote positive customer relationships while handling requests for assistance by phone, email or via the Service Manager ticketing system. Track 100% of all customer tickets, research questions and issues. Ensure escalated issues are resolved in a timely and efficient manner. Document each ticket with details and clarity when updating or closing.•Identify and inform IT Management of specific customer needs and training opportunities. Identify and analyze technical problem trends, problem patterns and potential solutions. Keep management informed of trend analysis and any critical problems

The Experts IT Customer Service Engineer 1/2011-07/2012Satellite Communications/ VSAT 06/2012-07/2012 *Upgraded, installed 5 new dishes and modems for DoS Camp in KABUL Afghanistan.*Installed new option files and accumulative packages for each modem.*Trouble shoot and reconfiguration of option files.*Repointed/acquired new signal using spectrum analyzer and foot print provided by teleportNetwork administrator/Sat Coms technician Iraqi Civilian Advisory Support 05/2011- 12/2011*Maintained and administered four Network on a 1100 man camp*Pointed and positioned satellite dish for signal acquisition using iMonitor*Maintained and updated active directory permissions and users.*Reimaged DoS computer using WDS.*Used ticketing service FOOTPRINTS to manage and resolve all user issues and outages.*Reported all planned and unplanned outages to main hub via email, voip or cell phone communication*Ran and installed new cable for new network installation for a 100+ users with drop boxesCustomer Service Engineer/ Afghanistan Civilian Advisory Support 1/2011-04/2011*Re image and Restore Dyncorp and Department of State PC *Managed and Supervised Special Projects to include Installation of new UPS's in two main Server rooms and the decommissioning of Five server including a data domain and storage works server for Camp Gibson Afghanistan Civilian Advisory Support Network. *Setup Dyncorp corporate email on personal PC's, Smart phones and Apple products *Install various types of cable and for new room and user internet connections *Basic troubleshooting with Thuraya Communications kits for network connectivity *Monitored day to day bandwidth usage on open and business network for over usage and illegal downloading activity*Mapped network printers and scanners for department usage *Traveled to different regions of Afghanistan to conduct IT services as requested.

Hewlett Packard Company 5/2008-12/2010Field Service Engineer III *Interact with Customer to ensure Customer satisfaction following established procedures. *Perform installations, reinstallations, maintenance, and repairs on Customer equipment. *Configure system hardware, software and network components. *Deliver standard services. *Provide advanced product support for volume products. *Provide break-fix reactive support and installation for low-end/mid-end and high-end products. To include all series of Proliant servers, HP Compaq desktops and Laptops and 2200 -4700 series HP printers *Basic and complex troubleshooting skills. *Strong analytical and communications skills. *Proficient in professional oral, written and telephone communication skills. *Fundamental presentation skills. *Ability to gather relevant information systematically and to solve problems, anticipates needs, develop and propose solutions and gain agreement. *Ability to build and maintain ongoing relationships with customers peers and support partners. *Ability to effectively interact and communicate with people at all levels. *Perform reporting and administrative functions. Manage time effectively. *Assist the customer with ongoing product training on device features and best practices during routine preventative maintenance or break/fix engagements.

US Army Reserves 5/2008-12/2010 Information Technology Specialist * Install full PC workstations for users on a controlled D.O.D. Network * Configure user outlook accounts using Microsoft Exchange server * Backup and restore vital user PST archive files * Selected to perform quality checks on installations done by other technicians * Work with each individual user to configure their profiles, desktops, account settings and Hard drive partitions * Map PC's to network printers and load drivers for local printers * Backup and restore files on network and external drives * Perform imaging procedures on PC's * Take calls on specific troubleshooting and configuration questions from users and other Technicians * Implemented, maintained and managed Windows XP Professional, 2000, and NT workstations. * Employed Active Directory to reset administrative passwords, associate user rights and associate programs to customer workstations. * Used Active Directory to check the associations currently assigned to workstation in order to ensure proper functioning equipment. * Interconnected networking interfaces & internet-working devices with appropriate cables. * Experienced installation of software for maintenance & support. * Ability to recognize and/or diagnose software and hardware dysfunction. * Worked successfully in the troubleshooting of various Dell and HP desktop and laptop models. * Interconnect networking interfaces & internet-working devices with appropriate cables. * Extensive knowledge of receiving, tracking, updating, resolving, and closing tickets with the Remedy ticketing system. Used Remedy system for tracking and managing resolution of software, hardware, and network deficiencies on customer's behalf * Setup user profiles and mapped customer to various printers * Experience with Cisco VOIP phones. Handle a wide variety of troubleshooting issues daily.

United States ArmyM1 Abrahms Tank Gunner · April 2, 2003 to April 1, 200619K M1 Abrahms tank crewmanDeployed to Iraq2003 to 2004