Rene Vega Email and Phone Number

• Configured services in support of providing highly configurable, multi-option, and customizable products.• Created and maintained IT asset inventory database to include tracking of hardware and software license.• Managed procurement of all local IT assets and remained within expected budget.• Installed, upgraded/imaged, configured and modified hardware and software to ensure optimal performance. • Supported on-site locations to diagnose and resolve various PC, server, and… Show more • Configured services in support of providing highly configurable, multi-option, and customizable products.• Created and maintained IT asset inventory database to include tracking of hardware and software license.• Managed procurement of all local IT assets and remained within expected budget.• Installed, upgraded/imaged, configured and modified hardware and software to ensure optimal performance. • Supported on-site locations to diagnose and resolve various PC, server, and network issues.• Resolved open service ticket requests and provided expertise for staff and faculty members.• Installed and supported Windows OS including command line & client support while troubleshooting devices and resolving network issues.• Ensured physical security & common attacks while securing the wired and wireless local network.• Detected various types of compromises and have an understanding of penetration testing and vulnerability scanning concepts. Show less

• Performed global software fulfillment installation requests as well as Blackberry management duties such as account deletions, activations and software pushes. • Assisted with queue management, filtering and assigning requests for various departments.• Identified severity of incidents and logged customer information into the help desk ticketing system utilizing the correct categorization, prioritization, and group assignment.• Performed remote troubleshooting through diagnostic… Show more • Performed global software fulfillment installation requests as well as Blackberry management duties such as account deletions, activations and software pushes. • Assisted with queue management, filtering and assigning requests for various departments.• Identified severity of incidents and logged customer information into the help desk ticketing system utilizing the correct categorization, prioritization, and group assignment.• Performed remote troubleshooting through diagnostic techniques and pertinent questions to resolve. Show less

• Contracted with USAA to perform helpdesk / system admin duties for all internal employees, including office users, work-at-home users, and field rep users.• Assisted callers in troubleshooting all hardware and software related issues (i.e. printers, vpn’s, routers, iPads/IPhones, tokens, MS Outlook, user accounts, VOIP phones, remote software installs, network connectivity).• Performed troubleshooting for over 2,500 proprietary applications as well as utilized Active Directory to… Show more • Contracted with USAA to perform helpdesk / system admin duties for all internal employees, including office users, work-at-home users, and field rep users.• Assisted callers in troubleshooting all hardware and software related issues (i.e. printers, vpn’s, routers, iPads/IPhones, tokens, MS Outlook, user accounts, VOIP phones, remote software installs, network connectivity).• Performed troubleshooting for over 2,500 proprietary applications as well as utilized Active Directory to maintain all user accounts.• Maintained an over 80% closed ticket ratio with minimum call handle time on phone and over 90% utilizing Click-to-Chat.• Handled additional roles and tasks, such as floor walking, clearing out QC buckets, and managed call queue while leads were out.Environment: Windows 7 Enterprise, XP Professional, Microsoft Exchange 2010, MSOffice 2007/2010, Active Directory, VMware Service Manager, Windows RDC, Citrix Show less

• Performed system admin work for current US Air Force AFNET domain and legacy domains, such as user account modifications, account provisions and de-provisions, unlocking and account suspensions. • Assisted callers in troubleshooting software and hardware related issues (i.e. printers, vpn’s, MS Outlook, user accounts, VOIP phones, remote software installs, network connectivity) with 80% closed ticket ratio.• Used Remote Desktop to log in directly to servers located at multiple US Air… Show more • Performed system admin work for current US Air Force AFNET domain and legacy domains, such as user account modifications, account provisions and de-provisions, unlocking and account suspensions. • Assisted callers in troubleshooting software and hardware related issues (i.e. printers, vpn’s, MS Outlook, user accounts, VOIP phones, remote software installs, network connectivity) with 80% closed ticket ratio.• Used Remote Desktop to log in directly to servers located at multiple US Air Force bases • Mentored new hires during OJT period. Environment: Windows 7 Enterprise, XP, Windows Server 2003/2008 Enterprise/Standard, Exchange 2003 / 2010,MSOffice 2007/2010, Directory Resource Administration, Remedy Ticket System, Windows RDC Show less

• Troubleshoot, setup hardware, provide network access, and maintained computer systems for campus via on-site or remote.• Resolved 90% - 100% of trouble tickets on a daily basis.• Troubleshoot projectors, SmartBoards, A/V equipment, etc.• Maintained users through Active Directory and GPO, and used Dell Ghost Imaging and Altiris servers to push images.Environment: XP, Vista, 7, Windows Server 2003 Enterprise/Standard/2008, Exchange 2003, Symantec, MS Office 2003/2007… Show more • Troubleshoot, setup hardware, provide network access, and maintained computer systems for campus via on-site or remote.• Resolved 90% - 100% of trouble tickets on a daily basis.• Troubleshoot projectors, SmartBoards, A/V equipment, etc.• Maintained users through Active Directory and GPO, and used Dell Ghost Imaging and Altiris servers to push images.Environment: XP, Vista, 7, Windows Server 2003 Enterprise/Standard/2008, Exchange 2003, Symantec, MS Office 2003/2007, Altiris. Show less

• Tier 1 and tier 2 troubleshooting for Verizon Wireless cell phones, including Blackberry’s, Windows phones and other smartphone as well as small form phone, sales in new activations and handle private customer account information.• Troubleshot broadband aircards and customer laptops as well as performed software upgrades to customer’s phones. • Created daily and weekly reporting for Regional managers, local technicians and Verizon Wireless store managers.• Responsible for… Show more • Tier 1 and tier 2 troubleshooting for Verizon Wireless cell phones, including Blackberry’s, Windows phones and other smartphone as well as small form phone, sales in new activations and handle private customer account information.• Troubleshot broadband aircards and customer laptops as well as performed software upgrades to customer’s phones. • Created daily and weekly reporting for Regional managers, local technicians and Verizon Wireless store managers.• Responsible for On-The-Job training and evaluation of new technicians as well as scheduling of local technicians Show less