Pedro Tejeda Email & Phone Number

Providence, RI, US

Providence, Rhode Island, US

Providence, Rhode Island, US

• Provide Tier I and II help-desk/desktop support to Citrin Cooperman
• Investigate end user inquiries regarding computer software and/or hardware operation to resolve problems.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications such as machine reimaging, printer set-up etc.
• Provide detailed descriptions of issues in trouble ticket system, escalate when necessary and follow up diligently to ensure swift resolutions.
• Administer password resets, performing or ensuring proper installation of cables, operating systems, and appropriate software/hardware.

Warwick, RI, US

• Managed CCRI IT Help Desk staff of two full-time employees and three part-time staff members.
• Analyzed the most common incident types to develop the beginnings of a IT Service catalog.
• Revised the current incident classification structure in the TrackIT system to meet IT services and to simplify ticket creation
• Developed internal Knowledge Base to standardized support and to identify missing documentation for IT Services
• Restructure the IT website and updated design to make it more customer focused and inline with IT as a service model
• Implemented a IT self-service tool for the CCRI website that provided customers with common answers and the ability to submit requests

Johnston, Rhode Island, US

• (Contract Assignment)
• Provide Tier I and II help-desk/desktop support to FMG employees and external clients
• Investigate end user inquiries regarding computer software and/or hardware operation to resolve problems.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications such as machine reimaging, printer set-up etc.
• Provide detailed descriptions of issues in trouble ticket system, escalate when necessary and follow up diligently to ensure swift resolutions.
• Administer password resets, performing or ensuring proper installation of cables, operating systems, and appropriate software/hardware.

New York, NY, US

• Managed six full-time employees and handled upper-tier support for complicated, unusual, or specialized technical issues.
• Hired and onboarded three employees over a three month period, acclimating them to the standards and policies of the Service Desk. Created professional development plans for all staff to increase their value to the.
• Developed a project plan for the deployment of Bomgar and Dell KACE as new system and remote support tools for the service desk. Took over the project after the previous associate director left, garnered bids, worked.
• Administered the Barnard ServiceNow instance for IT service delivery and became the lead developer for all ServiceNow change requests.
• Reached out to members of the college to identify business processes that would benefit from current and future technologies. Researched and built solutions from their requirements using workflows, catalog tasks, and.
• Connected Dell KACE to ServiceNow and used specialized sql queries to get accurate hardware data into our asset management system.

New York, NY, US

• Led College-wide migration of email and calendaring systems to Google Apps. Coordinated between Google, academic and administrative departments to deploy the new system. Worked with Operations team to develop a.
• Redeveloped the faculty and staff Windows 7 Image from the ground up to allow for clearer documentation, easier implementation of new technologies and increased updates by a factor of four.
• Lead on College’s Windows 7 and Active Directory Rollout. Identified machines that needed upgrades. Scheduled and tracked upgrades with various departments. Assisted in moving departments from the college’s failing.
• Implemented remote support and management software that allow us to track hardware assets, provide faster response and ticket closing times. Developed workflows for common support issues to increase technological.

New York, NY, US

• Improved internal resources for the technical support team by utilizing new technologies, developing documentation and leading staff trainings on new software, best practices, and customer services.
• Established mobile device support for Blackberries, Palms, Pocket PC and Apple Handhelds. Determined hardware and software needs based on user needs and specialized situations. Served as liaison between clients and.
• Developed individual and group user trainings for applications.
• Provided phone and on-site support for administrators and faculty. Specialized in Calendar and Email support, offered software and hardware support for both Windows and Mac OS X environments.

Avon, CT, US

• Built a scalable platform to deploy educational courses and quizzes. Developed Flash front-end that used Actionscript code to access course information stored in XML format and saved user information in a MYSQL.
• Worked with design team to implement client’s brand and vision into the platform

New York, NY, US

• Assisted Kaplan customers with technical problems regarding their online course components and CDs.
• Served as liaison between users and developers.
• QA of website copy, site navigation, functionality, Kaplan test courses and exams, new website features.

Chester, NY, US

• Created web sites and modules for Corporate Intranets and E- Business Marketing.
• Achieved mastery of the company’s proprietary language quickly and implemented it within the projects.
• Coordinated with Project Manager and mapped documentation to produce modules meeting their specific needs and specifications. Upgraded and edited pre-existing modules for further functionality and implementation.
• Promoted from Web Developer position, within six months, based on programming ability and quality assurance skills.
• Oversaw projects, created a timetable, assigned work to Web Developers, determined whether or not an existing project design required new modules or editing to improve the existing functionality, maintained.

Purchase, NY, US

• Provided phone and on-site software and hardware support for administrative, staff, and faculty in Windows and Mac OS X environments.
• Promoted from help support position, within a year, based on technical troubleshooting skills, positive work ethic, dedication to teamwork, and ability to communicate technical concepts to end users.
• Worked with several different departments with varying software configurations and needs. Installed hardware, replaced devices and drives. Set up workstations and laptops for new employees. Configured systems, ensured.