Omar Pacheco Email & Phone Number

Westborough, Massachusetts, United States

I am a results-driven IT professional with a passion for leveraging technology to drive business success. With over 17 years of experience as an IT professional, I have honed my skills in team leadership, project management, and technology implementation.- Provide expertise and support during systems upgrades, installations, conversions, and file maintenance. - Oversee systems development and enhancement and the integration of new systems with existing systems.- Manage, maintain backups and recovery systems.- Develop standard operating procedures and best practices, including providing written protocols and guidance to IT staff and to end-users.

Westborough Ma

- Provide expertise and support during systems upgrades, installations, conversions, and file maintenance. - Oversee systems development and enhancement and the integration of new systems with existing systems.- Manage, maintain backups and recovery systems.- Develop standard operating procedures and best practices, including providing written protocols and guidance to IT staff and to end-users. - Keep current with the latest technologies and determine what new technology solutions and implementations will meet business and system requirements.- Supervise and provide end-user services, including help desk and technical support services.- Manage financial aspects of the IT Department, including purchasing, budgeting, and budget review.- Responsible for monitoring and oversight of daily, monthly, and quarterly reports from Network vendors. - Develop and implement all IT policies and procedures, including those for security, disaster recovery, purchasing, and service provision.- Manage servers, security solutions, network hardware and equipment.- Manage telecommunications infrastructure and development plans, projects, policies, and procedures. - Negotiate and administer vendor, outsource, and consultant contracts and service agreements.- Investigate, analyze, and resolve complex hardware problems on bank computer systems; perform advanced hardware repairs, maintenance, technical assistance, and support on a range of PC computers and peripherals.

Andover, Ma

- Process calls, or e-mail submissions, on technical, application, networking, or server related support calls from end users.- Responsible for visit company customers, and to do the general maintenance to the servers, workstations, and other network devices which include printers, wireless devices, mobile devices, computers, laptops, backups and servers.- Record, update, and close tickets, follow up general IT issues within the ticketing systems (AutoTask).- Responsible to escalate and/or fix hardware and software problems during the visits.

Lynn, Ma

- Fielded trouble and information request calls from over 75 users.- Resolved user problems on initial call over 98% of the time.- Notified users of system status whenever there is an anticipated outage or when unscheduled downtime occurs.- Reviewed outstanding problem list to assure that problems are addressed appropriately as their severity. - Monitored trend analysis and & exception activity by reviewing call tracking information.- Working closely with the principal on a daily basis to ensure the smooth overall systems operation in general of the school.- Maintained Customer Service Desk manual keeping procedures and information current.- Completed special projects as assigned by the Operations Manager.

Wakefield, Ma

- Recommended departmental policies and procedures, and reinforce that standards protocols and best practices are in place in network environment.- Reviewed and evaluated network systems, recommended changes in current and future network configurations that met organizational needs. - Provided phone system support (Nortel BCM).- Monitored backup jobs and update departmental paper work for the IT audits.- Maintained Customer Service Desk manual keeping procedures and information current.- Completed special projects as assigned by the Operations Manager.