Oliver Munoz Email and Phone Number

• Provide 1st level support for ZF Chassis Systems LLC• Windows 10 imaging and deployment using SCCM• Resolve technical problems and answers queries by telephone support of internal customer's computer hardware, software, network, and telecommunications systems.• Diagnose, identify, isolate and analyze problems utilizing historical database records• VPN and RSA support.• Provide handheld scanner support• Install and maintain network printers.

• Assigned to Apple Data Center• Provide logistics management, equipment and spares database management, shipping, receiving, and tracking, and managing an operational spares program• Perform immediate response activities• Interact with work process systems such as SAP to conduct shipping and receiving tasks• Manage large local IT hardware inventories• Hardware and peripheral storage and accountability• Lift, handle and operate parts and equipment greater than 25 pounds in weight

• Resolve technical problems and answers queries by telephone support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. • Diagnose, identify, isolate and analyze problems utilizing historical database records. • Knowledge Base Creation, which includes documentation of hot fixes, workarounds and problem solutions. • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions. • Explained technical information in clear terms to non-technical individuals to promote better understanding. • Enthusiastically participated in Online job-related training to enhance skills and extend expertise in technology. • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution. • Installed and updated hardware, software and applications on Mac and PC devices

• Help desk support for Lockheed Martin worldwide. • Password reset, Outlook and Office suite support. • VPN and RSA support. • IE 8 and Firefox browser support. • SCCM support. • Windows XP and 7 support. • Guardian Edge support. • Blackberry and BES support. • Alert management to recurring problems and patterns of problems. • Advertise predefined software packages collections to remediate anti-virus and Windows 7 patches using the SCCM Console. • Provided Tier 1 IT support to non-technical internal users personnel through desk side support services. • Resolved technical issues by troubleshooting.

• Provide 2nd & 3rd level support for the Puerto Rico, Dominican Republic and Brazil facilities. • Password reset, Outlook and Office suite support. • VPN and RSA support. • IE 8 and Firefox browser support. • SCCM support. • Windows XP and 7 support. • SAP and Teamcenter support. • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems. • Managed customers' expectations of support and technology functionality in order to provide positive user experience. • Engaged end users and answered questions via email, phone, website live chat and in forums.

• Provide 3rd level onsite support for the Intelligent Transportation Division and their projects involving transportation management. • Systems include, Queue Detection, Weather Systems, Travel Time and EZ-Pass toll collection systems. • Provide 24/7 off hours support for all the various systems mentioned. • Helped streamline repair processes and update procedures for support action consistency. • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. • Collaborated with vendors to locate replacement components and resolve advanced problems.

• Provide 3rd level onsite and remote PC desktop support for approximately 1,000 users at various facilities within a Windows environment. • Write standard operating procedures as well as knowledge base manuals for the help desk and the tech support staff. • Procurement, imaging and deployment of PCs. • Provide technical support for the software development dept. • for new applications to be tested in various OS environment. • This included testing and reporting any potential flaws of new application within various OS environments. • Prepare disaster recovery procedures. • Implementation, support and training of Polycom video conferencing system. • Install and configure network printers. • Maintain inventory of computer equipment . • Assist in server administration. • Provide 24/7 off hours support. • Removed malware, ransomware and other threats from laptops and desktop systems. • Helped streamline repair processes and update procedures for support action consistency. • Configured hardware, devices and software to set up new work stations for employees. • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes. • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.

• Provide 3rd level desktop and network support. • Imaging and deployment of PCs. • Install and maintain network printers. • Provide Microsoft Office technical support. • Provide support for in-house applications. • Help Desk support. • Compiled research data and gave professional presentations highlighting finds and recommended optimizations. • Performed work according to project schedules and established quality standards. • Replaced old desktops and laptops with new devices. • Developed work plans to meet business priorities and deadlines. • Worked closely with software development and testing team members to design and develop robust software and hardware solutions to meet client requirements for functionality, scalability and performance.

• Provide training for students preparing for the A+ certification. • Assist other instructors for lab training. • Desktop/Laptop repair and maintenance. • Assisted customers with home pc setup and configuration. • Provided instructional handouts, texts, audiovisual aids and other materials to facilitate learning. • Provided detailed instruction and role modeling for acceptable social and work-related behaviors. • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

• Provide technical support for approximately 1,000 users. • Troubleshoot Hardware and software problems. • Assist the network administrator in the maintenance of NT and Novell servers. • Create and assign rights to new users on NT and Novell servers. • Installing and configuring PC's for new users attaching to the network. • Provide technical support for the video conferencing equipment onsite and various NYPD facilities. • Provide technical 24/7 support for 12 Police Precinct in the Bronx using the video conferencing equipment. • Install and maintain network printers. • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions. • Patched software and installed new versions to eliminate security problems and protect data. • Responded to customer requests via telephone and email and effectively answered questions and inquiries.