 A Desktop Support & Network Administrator to perform Technical Services Support provide Customer Service in Network Operations Center.  Apply Network Management specialization skills in Hardware & Software Technical Support.  Professional Multilingual skills in Customer Service environment providing application support in areas of Technical Management.

Rebuilding resume upon reforming career goals while in pursuits of completing IT Certifications in Network Engineering and Cyber Security. Pursuing other Higher Academic opportunities applying to rebuild current skills in the IT Industry. In the process taking other temporary roles taking projects, Free Lance opportunities, within the process of career building current resume. Unemployed as currently reforming current skills to keep up to date in the industry.

Network Communications and Desktop Support- Free Lance/IT ConsultantBarrister Inc. (Independent Contractor) Denver Region Area June 2014 – Present•Network Administration: Reinstall the IT equipment listed below & test to confirm all IT equipment. Install Hardware and Software in Computer Network Administration. Install Operating Systems for Windows XP, Windows 7 and Windows 10. Installing, Upgrading, and Migrating to Windows 7 to install Hard Drives, Software Applications. Configure Disks and Device Drivers. -Configuring File Access and Printers on Windows 7 Clients. Configuring Network Connectivity on IPc4, IPv6. Configuring Wireless Network Connections. Install Transfer Belt and Printer Toner in Network Administration.•Desktop Support: Troubleshoot Firewall Settings on Windows 7 and XP Configurations. Print Configurations in Desktop Support. Security Management in Windows 7, Local Security Policy Settings, Secure Data on EFS and BitLocker. Configure User Account Control Access, AppLocker, Configure Windows Firewall and Windows Defender. Wiping Hard Drives in Data Migration in System Administration.

Analyzed Computer Network Systems, tested software applications, troubleshoot Network issues, and evaluate existing network systems, such as local area networks (LAN), wide area networks (WAN), cloud networks, servers, and other data communications networks. Performed network maintenance to ensure networks operate correctly with minimal interruption.(IMAC) Network Management duties to include Installed, configure, and maintain an organization's local area network (LAN), wide area network (WAN), data communications network, operating systems, and physical and virtual servers. Performed system monitoring and verify the integrity and availability of hardware, network, and server resources and systems. Reviewed system and application logs and verify completion of scheduled jobs, including system backups. Managed on analyzed network and server resource consumption and control user access. Install and upgrade software and maintain software licenses. Advised in assisting in network modeling, analysis, planning, and coordination between network and data communications hardware and software.

Customer Service Engineer Roles: -Perform tasks related to the repair of a variety of technology-based products typically associated with an end-user computing environment. Perform basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.Desktop Support: -Provide support to client-identified IPs. Respond to change management requests including installing new PC equipment, providing end-user desk-side support, and other related activities. Perform Install/Move/Add or Change (IMAC) activities. Perform all assigned desk-side support activities.Deskside Technical Operations:-Display outstanding technical and professional service skills at all times. Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines. Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates, and the status of the repair. Follow all documented service operations policies and procedures.

Help Desk Technician:-Provide on-site field support to customers. Perform installations, repairs, upgrades, and maintenance on hardware and equipment. Provide on-site I.T. field support to customers including installation, servicing, and repairing computer systems and equipment. Technical Support:-Verifies and approves operational quality of system equipment. Resolve customer issues in the areas of hardware installation, repair, upgrade, and maintenance. Assists in investigating and resolving complex installations and maintenance matters of significance. Instruct customers in the operation and maintenance of systems/equipment. Resolve hardware and equipment problems, Office environment, Windows 7/10 experience, and Network Business Operations in Service NowCustomer Service:-Work with customers and other unit personnel with analytical and problem-solving skills. Utilize Teams Management communication skills. Provide time management and organizational skills as a Tier 1 IT Consultant in Technical Services.

-Measurement equipment Identify problems and troubleshoot data/equipment. Ensure collection and transmission equipment is properly installed and configured. Respond to calls from data assigned ensure equipment is maintained and operating effectivelyPrioritize. - Analyze Information System software. Monitor Network Operation of equipment. Maintain PC measurement, portable video, and Devices. Technical Service Operations in Network Communication to collect and analyzes data.-Primary customer service contact, addressing household concerns, answering questions and ensuring long-term and accurate usage of equipment. Meets outbound and inbound call metrics. -Analyze device information via outbound and inbound calls to ensure quality of the data.Uses recruitment resources effectively and is able to present full disclosure of participation guidelines to panelists. Investigates and resolves proprietary system generated panelist performance issues.

-Install Security Systems for Network Security Devices for multiple Electronic Equipment. Monitor Technical Devices to be secure for safety protocols. -Log into ticketing system daily for scheduled work. Diagnose and repair electronic and mechanical issues.-Ensure compliance as required by client agreement and / or scope of work. Communicate escalations to District Manager.-Complete a detailed onsite survey upon completion of work. Provide upcoming availability weekly to District Manager.

ITISM Skills:-Monitor and respond to operating and error messages. Enter commands at a computer terminal and set controls on computer and peripheral devices. Disconnect computers in such a way that no equipment is damaged. -Reconnect computers in such a way that no equipment is damaged and all equipment connected correctly. Monitor network to ensure network availability to all system users and may perform necessary maintenance to support network availability.-Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Monitor and respond to operating and error messages on computer terminal and peripheral devices.Network Administration: -Install, configure, and support an organization's local area network (LAN), wide area network (WAN), and Internet systems or a segment of a network system. Professionally manage cables. Monitor and test Web site performance to ensure Web sites operate correctly and without interruption. -Assist in network modeling, analysis, planning, and coordination between network and data communications hardware and software. Monitor and control electronic computer and peripheral electronic data processing equipment to process business, scientific, engineering, and other data according to operating instructions.

•Perform basic computer operator commands and report any issues to Shift Lead/Supervisor. Minor to moderate problem determination. Provide assistance to all operations personnel to ensure that the highest level of customer satisfaction is maintained. Perform minor to moderate operator commands on systems. Understand all mount/system messages.•Query system for outstanding mounts and/or print jobs and other latent information and provide interpretation and resolution as appropriate. Monitor scratch pools and outstanding tape mount messages.•Recognize minor to moderate hardware malfunctions and be able to resolve most problems under direction/supervision of lead personnel. Understand and utilize communication and work tools (phone, e-mail, turnover tools, fax, client training tools, other client specific work tools, etc.)•Initiate detailed search for misfiled media when required. Use appropriate work tools available to provide resolution. Provide constructive input for shift turnover to management and teammates. Remain current with all procedures and provide input as appropriate.•Understand and utilize tape library and/or print tools to assist with basic computer operator functions. Perform Floor sweeps searching for media as needed which may include searching under/on top of equipment, under raised floor tiles etc. Network Management monitoring Floor Sweeps, Alarm Maintenance, above ceiling and under floor tile audits, Sprinkler audits. Alarm Maintenance or any water leaks to management's attention immediately.

Desktop Support Roles: Diagnosed and repaired computer systems while managed peripherals in computer network systems. Provide Desktop Support roles in imaging 100+ computers using SCCM 2012.Network Administration: Provide Administrative Rights to user’s accounts for Windows 7 on Group Policy Objects and Login accounts. Deployed computers using Remedy updating Ticket Queues while managing database system on upgraded computers.Help Desk Roles: Monitored Network Systems on packet sniffers and Desktop Network Operations. Assisted on Network Systems to deploy computers from Computer Networks to Printer Communications.Customer Service and Network Communication Roles: Maintained security level of trust, was given highest level of security badge. Patrol United Airlines Facilities for Desktop Support and Network Printer Operations Support. ITSM

Help Desk Roles:•Create Break/Fix Tickets in Remedy 7 for Help Desk Technical Support to remote agents. Manage in help desk ticket in Trackit BMC Software. Analyze Hardware and Software as a Technical Support Operation Agent. Managed Trackit BMC software as a Technical Analyst assisting with cleaning up high volume of out of scope tickets in the help desk. Technical Analyst in ITIL help desk environment utilizing Windows 7,8,10 environment in Networking, Application and Hardware Technical Support.Customer Service and Network Communication Roles:•Participated Security Administration accounts creating authority request for System Administration accounts. Take role in Email and Phone Communications in Network Administration supporting Software Installs and Hardware Installs. •Provide assistance in shipping equipment in Database Administration for Hardware and Software support in via Bomgar support when necessary. Assist in troubleshooting Network Communications for IP/TCP, IE, Web Support, Database Administration for Active Directory accounts. ITSM Skills:•Additional responsibilities in general maintenance and upkeep of the IT area and other projects considered necessary by the IT staff. Utilized IT-Service Management skills work as part of a team and take directions from upper IT-Management Directors. Assist the senior help desk analyst with daily administrative duties in Active Directory Management Console in IT-Human Resource Employee Onboard Distribution Lists.

Network Administration: -Includes installation of network cards, software drivers, new fiber network media, and installation and update of workstation Network Security Systems and software. Provide ongoing upkeep of computer inventor. Install enterprise class servers and the UPS hardware that support them in the network operations center. Help Desk Support: -Assist in computing Performance Improvement, computer relocation as assigned and other support functions. Assist in the assembly, installation, and relocation of computers for volume purchases. Participated in 50 units are ordered, and need to be assembled, loaded with software, and located in Workstations. Desktop Support-Win 7 MCSA Administration: -Win 7 Activation, Windows Easy Transfer-Data Migration, Map Network Drive, Group Policy Object, DHCP/TCIP Networks, Device Driver install/reinstall, -Services Management Tool, Device Management, MS-Config, GPUPDATE Install, Printer Network Connectivity for HP and Xerox.Customer Service: -Provide Desktop Support to end users including network connectivity. Prepares state computers for end users, including formatting hard drives, installing operating systems, and loading software. Provides phone support to remote users as well as after hour support during network modifications.

-Provide full time, on-site, experienced system Administrator(s) to maintain all servers, LAN and other automated systems to include, but not limited to, system security, backups, and user accounts.-Control and monitor network activity and server processes to include LAN process status, priority settings, process terminations, and other processes as required. Maintain a System/Network Administrator (SA) Log for each system to document all action, i.e., additions, changes, deletions, affecting the computer system. -Monitor network activities using available software management programs and maintain records of the network to allow for maximum audit capabilities of activity on the LAN. Add and /or remove system hardware as needed and install devices and drivers when required by user activities. Load additional software as determined necessary by the COR. -Assure that network addresses and routing schemes are working efficiently to maintain communications internally, as well as remotely. Monitor network for collision, errors, or inefficient paths.

• Utilize Application of defined practices, procedures and company policies to triage, troubleshoot, resolve issues and address routine customer questions on above segments. Utilize Sales Force and Information System leveraging Application tools, Network Applications, and Remote Screen Share for trouble shooting case tickets. Investigate and researching in KB Articles and online references to seek out and deliver the right answer to the customer. • Assist in provide assistance to customers with tax related questions and concepts on federal and state returns, (1040) demonstrating empathy for the customer, empowering and partnering with the customer, personalizing the experience, and providing them the confidence that they can do their own taxes.• Trouble Shoot in Apple Mac and Windows computers troubleshooting abilities in a Desktop and Online environment. Assists customers with basic PC navigation including downloads, saving files, program installation, folder / directory navigation. Assist in Windows 7/8 and Apple/Mac products such as such as iPod, smart cell phone, PDA's, etc.• Utilize Database Information System in modifying customer account passwords and data of their personal information. Pay attention to detail to properly document and create customer call notes in an Apple Mac environment while utilizing sensitive secure data on various screens.

•Assisted with Server Configurations in Computer Networking using TCP/IP Print Configurations on XP Professional. Install Definitions on printing and O/S configurations. Utilize BIOS configuration CD/DVD and other Reboot Installations from workstations on HP and Dell. Data Migration on a PXE Boot to manage information from PC to PC Network Operations. •Managed Computer Networks on work stations utilizing Data Migration Installs from XP Professional to Windows 7. Applied Data Transfer skills after Windows 7/Vista Operating Systems to be configured to Lotus Notes E-Mail. Analyzed Network System Configurations in DOS Commands while troubleshoot and installing Memory Chips.•Replaced Hardware networking with TCP/IP configurations from computer configurations for Customer Service Operations on workstations. Re-image screens from Server 2000/XP Professional to Windows 78/Vista on all PC Towers utilized Store Vision Re-image Software CD Installations.

•Analytical: Provided Network Communications in Service NOW in rudimentary Root Cause Analysis steps. Guide an end user from a broad problem to a detailed solution or workaround/next-steps. Attention to detail when diagnosing, documenting, transferring, and/or resolving incidents and process improvement with facts, data and documentation. Drive to update/improve SD knowledge base and scripts.•Technical: Overall knowledge of Service Desk and Call Center operations. Utilized Call Center technologies such as IVR, ACD, Contact Center, etc. IT Service Management (ITSM) tools, such as Remedy, Service Now, CA. Successfully complete and test through SD training and subsequent refresh trainings to obtain/maintain knowledge of Nissan processes, organizations services, and applications. Process, route and resolve incoming, internal customer calls, via CaaS system and using ITSM tools•User Provisioning: Utilize MACD requests in MS Exchange or Active Directory consoles. Apply previous MACD provisioning experience into NNA support systems and applications. Perform password reset for services and/or applications that are in-scope for the SD and Network ID, email address, network file share permissions•Roles and Responsibilities: Respond to end user calls in English and Spanish. Utilize ITSM, provisioning and support systems in English. Respond to end users via phone, online chat, and email. Use ITSM tools to create/update incident per SD scripts and route to resolution groups as required. Provided “warm-transfer” of incidents that can’t be resolved by the SDA, between the SD and EUC. Perform Modify, Add, Change, Disconnect (MACD) provisioning tasks. de-escalate and resolve tense/difficult/escalated issues, to agreeable resolution.

Utilize in Bilingual Spanish kills as an Interpreter in Translation work for Domestic, Criminal, and Legal Prosecution issues in Cross Cultural Communications among with minority groups in Social Communications to assist in Private Criminal Investigations Conducted services for Radio Communications in Multi Media-Communications in Translations answering and responding questions about Private Criminal Investigations Providing assistance and inquiries issues in communicating with prospective clients for Private Investigations among The Hispanic Community.

• Create, Add, Modify, Delete User ID Shared/Accounts in Network Server 2008 for updated User Accounts in Active Directory using Remedy Ticket System. Analyze Computer Network Communications providing service on Network Administration Servers utilizing Linux Server commands, Unix Server commands.• Manage Mainframe Servers providing Network Administration in Network Security Systems utilizing VPN using LAN/WAN Network Communications in Server 2003/2008• Email Communications to provide ID Administration Provisioning supporting Users in System Administration for Network Management in AIX/AS400 Server Accounts to be Disable/Enable in Computer System Administration

* Provides basic hardware, software, and network support relative to customer IT environment.Troubleshoot desktop operating system, application errors and PC hardware issues. * Troubleshoot minor server-hardware issues. Manage trouble tickets from inception to closing, includes tracking resolution progress and updating customers on ticket status. Provide OS and database maintenance. Set up and maintain user desktop environments; relocate and set up peripherals as may be required. Order, inventory, and return IT parts and equipment as needed. * Maintain printers; troubleshoot issues. User desktop setup Windows, UNIX, and/or Linux OS HP and/or Dell server hardware Active Directory or Novell networking. Identify and fix software issues on desktop or laptops

•Utilizing Pitney Bowes Management System updating Information System for Hardware parts providing Tier 2 Technical Service Operator troubleshooting Printer Solutions•Managing Network Printers on Network Server System analyzing color and toner cartridges as a E2E Customer Service Representative maintaining paper images and Printer Network Operations •Utilize Database Systems ordering parts, Network TCP/IP Printer Configurations, while providing Technical Support Operations as a Computer Network Management Assistant.

-Provide Technical Support for end users on Data Base Administration for Government Grants in Multi-Media Applications assisting in Web Links, Audio Samples, and Photo Images, and Video uploads-Assisting with Information Systems in Data Base Administration using Excel Spread Sheets, Microsoft Access, verifying client contacts and updating Data Base System on Remote Desktop Network Communications, while providing Scheduling Phone Call Support for Technical Assistance in Web Admin Support-Give Technical Support to onsite Contractors/Interns on MAC PC in Web Administration and Troubleshooting Hardware and Software Support for Technical Operations.

Boulder,CO IS-DBA Management (Queue Manager):IT-Technical Communications and Network Printer Support•Queue Manager: Distribute and Mange Queues while monitoring new tickets assigning to agents.•Vendor Support Coordinator: Source and engage vendor/contractor for specific geography from list having hardware parts to be sent to Network Printer Field Agents on Information Management System Software in [Navision] while using Data Base Portal to provide Customer Service Request Orders•Manage Information Systems and Data Base Administration updating information and details keeping ticket current using the FMS Portal Data Base System•IT-Technical Communications: Providing Technical Support for Printer Network Configuration and Hardware installations for Troubleshooting printer related issues regarding to toner and Network Connectivity in CSR/TSR Out Bound Call Remote Support

Customer Service Support in Information Security and Information Management Systems in Computer Network Services in VPN utilizing Active Directory and verifying User’s Accounts in Data Base Management Services VM-WARE COMM in Remote Access Support configuring System Drives and providing Network Communications for Desktop Support Operations for LAN/WAN COMMUNICATIONS Computer Network Technician Services troubleshooting TCP/IP for Hardware/Software Support managing Information Systems through Service Calls on End User Support

•Provide Customer Service through Web Portal Systems utilizing Network Communication Administration as a Technical Support Representative and servicing through Email, Inbound and Outbound calls through Course Management Systems•Providing Information Systems utilizing Database Administration and sensitive info with Login Credentials, and IS-Networking on Program Administration Systems for online courses•Desktop Operations trouble shooting online Software Applications to assist end user with Web Platforms for System Administration for online courses utilizing Talisma and Data Bases Case Management verifying information through Software-as-a-Service (SaaS)

•Servicing customer Inbound Calls for Pass Word Resets in Active Directory Domain Accounts on a Global Organized Network in Remote Access Operations•Providing customer support on LAN/WAN environment for Network Communication Operations in Remote Computer Management on a TCP/IP Network Business Operations•Basic PC Troubleshooting on Hardware/Software creating Service Requests on Ticket System Operations on a Global Communication Networks for System Operations•Assisting in Bilingual/Spanish Communications with clients from Latin America/Spain in Business Communication Operations taking in Network Security Inbound Calls

•Replace Hardware networking with TCP/IP configurations from computer configurations for Customer Service Operations on workstations•Reimage screens from Server 2000 to install XP Professional on all PC Towers using Store Vision Reimage Software CD Installations•Assist with Server Configurations in Computer Networking using TCP/IP Print Configurations on XP Professional. Install Definitions on printing and O/S configurations•Utilize BIOS configuration CD/DVD and other Reboot Installations from workstations on HP and Dell computers

•Accessing Administrative rights to employee badges and other security entrances•Utilize Computer Security Audit/Log analyzing security employee badges•Monitor Cyber-Security Cameras analyzing Security measures for the safety employees•Patrol Building Facility and secure the welfare of staff /employees• Assist with Customer service for Vendors and other employee/staff facility privileges• Utilize Spanish/Bilingual skills in customer service relations breaking barriers of communication

•Utilize Intelligence Business Information Systems (IBIS) for Database Management as a (NOC) Network Operations Communications Technician validating customer’s information•Validate Information from Oracle-Database Systems on work queues updating Information in Web Format-CSHTML and Form View-CS Support Engineer Data Base Case Management Systems using Work Flow-Work Instructions for proper Service Requests Cases•Manage Information Systems reviewing ticket to dispatch to a route queue to Field or Technical Engineers. Review data from DEA and Entitlement-Address locations to be verified for appropriate dispatch destinations regarding to Service Requests (SR’s) and other update changes.•Use Information Systems for Product Information before routing ticket to the exact location for (Sun Micro) System Administrators. Update correct location of H/W and S/W parts from IBIS.

-Act as a Bilingual (Spanish) representative troubleshooting with TCP/IP connectivity and other basic usage of a PC. Troubleshoot PC H/W and S/W issues in the (LE).-Utilize NG Admin as an Active Directory to setup scheduling class sessions with user’s accounts while giving PC Technical Support Creating Tickets.-Utilize Remote VPN VOIP COMM Software; X-Lite, Pidgin, NG Admin, VPN Client, Avaya, (LE) Learning Environment, NG Admin, Remote Desktop

•Utilize Active Directory Server 2003 adding Security Permissions on server as a System Admin and accessing other Administrative rights to users on Domain Network. Act as an Assistant IT-Management settling IT-Cost Accounts with Accounting Department. •Trouble Shoot User’s computer’s from Hardware/Software: Configure IT-Computer Networking System solutions. Utilize Remote Connectivity to configure Aspen-Loft-Ware Scale issues on VNC networked from the Domain Network Server•Configure Print Labels on Data Max utilizing Serial/COMM programming scanners networked from the Computer Server. Utilize Spanish-Bilingual skills as an interpreter acting as an IT-Consultant to Hispanic employees on computer functions.

•Utilize Bilingual/Spanish skills with customers and PC trouble shoot with clients Fire Wall installations regarding to any error installation messages •Walk with clients to run a Sweep/Clean up for Viruses and Mal-ware messages or slow PC connectivity and instruct them to report error •Utilize Remote Access to assist with Fire-Wall configurations and other Technical Issues•Utilize removal tool uninstall other Anti-Virus Products and re/install Web Root Software to customer

•Provided call-center Customer Service Support for Active Directory/ Citrix Bo Meta Frame; VPN-Wireless Connectivity/PKI-Token; Outook/MS Word/Excel; Virtual Machine; and LAN/WAN and TCP/IP Configurations.•Assisted users with account profile creation, account lockouts, and password resets.•Used the Picasso ticketing system, along with Remote Access/Remote Connectivity, to better serve the end user.

Used Dreamweaver to help develop and maintain library webpages.Installed and configured Windows XP and printers for patron use.Assisted in configuring and maintaining the library LAN and Wireless networks.Provided general support, in both English and Spanish, for library desktop applications such as Microsoft Word and Excel.

Door to Door Sales Negotiate Cable, Digital Voice/Phone, and Internet Services to customers Technical Installs in customer homes Utilize Bilingual (Spanish) skills among Hispanic CommunityMet standard quota of 10-15 sales/installations per week

Used remote computer connections to help troubleshoot PC issues.Helped configure LAN/WAN and TCP/IP network settings for end users.Worked with the Remedy ticket tracking system.

Using Data Base to search Terrorist Names. Distribution for clients. Basic Data Entry for Information Systems Operations. Analyze Names using search engine Software/Operating Sysytems:XP Professional, Server 2003Excel, Power Point, Lotus Notes

Utilized multilingual skills in Spanish, Japanese and English, as a specialized tour guide in Hawaii’s Tourist Attraction while communicated with different people from different countriesAssisted with Translation and Interpretation in Languages for supervisors and co-workers (Spanish/Japanese/English)