Gilbert Garcia Email & Phone Number

San Antonio, Texas Area

Inbound tech support for Wachovia employeesSupport US, India and Philippine users using VMwareAssist with connection to Ed VPN and remote accessProvided user support for Blackberry/Smart phones, Lotus Notes, Outlook, Citrix, Network printers, PC, Windows (XP Vista), Anti Virus, Home ISP connection, Learning connection, Novell, Active directory, Password Resets, Wireless, Main Frame Apps, WinMagic SecureDoc, IM's Communicator and Sametime, Remote Assistance (Net Op, Net Meeting and EdHelp)Voice support, troubleshooting phone and network issuesReset voicemail for Cisco IP phones and normal systems PBXBreak/Fix help desk Blackberry setup, activationGood Mobile (Smartphone)Provide/create some training material for other analystsUse Picct ticketing databaseEnvironment: Windows XP & Vista, VPN, MS Outlook, Lotus Notes, Novell, Active Directory, Picct for ticketing, Net Op, Net Meeting, EdHelp, Citrix, Blackberry support activation and synchronization (8830, Curve, Pearl, etc.), MDM (mobile device manager), Symantec Corporate

San Antonio, Texas Area

• On site desktop support for hardware and software issues, Break/Fix help desk• Took over and managed a team for an asset inventory project so the job can get done in the time allotted• Lead technician on Windows 7 roll out and PC refresh project • Help create reports and report out current SLA on tickets to understand the current workflow to see where we need to focus our energy• Helped reduced SLA time on ticket closures and increased our users confidence for support • Create/modify processes for deployment of PC’s to come up with a standard process and to be more efficient• Create training material for fellow technicians• Test new software/updated software in current Windows environments and report any issues • Create virtual environments for applications that do not work in current Windows 7 environment • Helped reduce cost by repairing equipment not under warranty• Researched new products to help improve different processes and reduce cost• Help with user permissions in AD and with network shares• Provided user support for Blackberry/Smart phones, tablets, Lotus Notes, Outlook, Network printers, PC, Windows (XP, 7), Anti Virus, Active directory, Password Resets, Wireless, IM’s Communicator and Remote Assistance• Assist with connection to VPN and remote access via Juniper• Troubleshoot network, cable, switch and patch panel issues• Voice support, troubleshooting phone issues• Contact vendors for support when needed for software applications and hardware/tools• Printer support: Troubleshoot issues with printer, install drivers, restart printer service and maintain the printersPrinters: Canon, HP laser & Plotter, Zebra, and Tally• Blackberry/iPhone/iPad setup, activation• Teleconference support• A/V support for projectors and audio equipment

Troubleshoot/Repair PC Hardware/SoftwareBuild new custom computers/servers for customersTroubleshoot wired/wireless networksRepair, clean printersInstall network components (routers, switches, modems)Troubleshoot server issues Windows server 2000, 2003, UnixLearning Unix SCO, AIX, Versyss, PCNTermRun daily back-upsInstall custom software for different companiesClean Viruses/spyware for systemsTroubleshoot coin machine counters and repairHandle customer concernsEnvironment: Windows 2000 & 2003 server, active directory, print servers, proprietary ticketing system, Unix (AIX, SCO), Norton, Symantec, AVG, Windows XP, Ghost, Imaging

Lead Development for new productsHelp Desk Support 1, 2Rollout team for installsCome up with solutions so our team works more efficientlyWork with software vender to fix bugs in the softwareSupport 200+ 7-11 stores with remote accessLearn new programs to control the storesLearn/program gas pumpsLearn new devices (Vlinx, DDC, DBox) for communication with pumpsCorporate desktop support (PC, printer, software, LAN)Organize training material for Help Desk trainingMake cables (LAN, Vlinx,) for communication Environment: Retalix used for modifications of the registry, Windows XP, Server 2003, Active Directory, LAN

Support, motivate, train team of customer service repsEnsure goals are set, met and exceeded Provided a positive attitudeHandled escalated concerns from customersMade sure that reps had the right knowledge to give supportGo to person for upper managementTeam consisted of techs 1-3

Trained 3 classes of temps for cable repair phone supportMet goals set by upper management to get reps on the phonesLearned about new equipment and procedures to teach reps Tech support 3 Dec 04Support residential and commercial customersEmail support for residential and commercialHandled escalated calls from tech 1 and 2Support Windows/Mac softwareSupport connectivity for wireless devicesKnowledge of cable modems, phone modems (Arris, Motorola, SA)Routers (Cisco, Ambit, Zyxel, Netgear)Learned/supported new Digital Phone TechnologyAssisted tech 1 & 2 if they had any questionsLearned many tools to get the job done. Tech support 1 & 2

Tech support 3 Dec 04Support residential and commercial customersEmail support for residential and commercialHandled escalated calls from tech 1 and 2Support Windows/Mac softwareSupport connectivity for wireless devicesKnowledge of cable modems, phone modems (Arris, Motorola, SA)Routers (Cisco, Ambit, Zyxel, Netgear)Learned/supported new Digital Phone TechnologyAssisted tech 1 & 2 if they had any questionsLearned many tools to get the job done. Tech support 1 & 2Email supportVideo repair (Basic, Digital, High Definition)Troubleshooting of Digital Home Communication Terminals & cable cardsSetup service calls when problem could not be fixed over the phone

Troubleshoot systems and find solutionsExplained to customer about there systems problems Fix and upgrade computers/ printersCame up with ways where our bench worked like a team

Help and design company's web pagesWorked with graphics in Photoshop, Fireworks and Flash Helped set up data bases for customers pages and Cold FusionAssisted with the set up of the peer to peer network & web server

Monitor 58 Routers on NetworkTech support for 56 schools on networkFix computers around campusTroubleshoot networkLay cable for networkRun daily backups

A.A.S Degree, Computer/Network Electronics Technology

Associate Of Arts And Sciences (Aas), Computer Network Electronics Technology