• Provide customer support for issues and if necessary escalate to the next support tier.• Review performance and error reports daily for supported applications and technologies.• Install, support and maintain a wide array of end user devices and IT infrastructure.• Monitor and respond to automated alerts.• Install, support and maintain desktop hardware and software.• Monitor and maintain daily work activity in corporate service tracking system.• Recognize situations requiring a service call escalation and follows proper escalation procedures.• Support Tideworks applications and ancillary third-party software.• Install, support, and maintain IT infrastructure.• Maintain all Tideworks controlled areas at customers facilities, including datacenters, computer and communications rooms.• Abide by all service level agreements and change management and compliance processes.• Produce appropriate documentation for all relevant activities.

• Troubleshoot and solve challenging operational issues.• Hands-on fixes at the desktop level, including installing and upgrading software, configuring systems and applications.• Equipment repair like laptops, desktops, printers, servers, and overall IT support.• Perform corrective maintenance.

• Installation and configuration of surveillance cameras, WIFI access points.• Directing third-party in network design, implementation, troubleshooting, and repair networking infrastructure.• Hands-on fixes at the desktop level, including installing and upgrading software, configuring systems and applications.• Equipment repair like laptops, desktops, printers, and overall IT support.• Conduct routine inspections of premises and equipment.• Perform preventative maintenance. Diagnose mechanical issues.• Ability to read complex blueprints, correct manuals, and parts catalogs as necessary.

• Led IT projects awarded to OK Computer. Some of the key projects during my tenure:o Design Data Center and Network implementation.o Installation of structured cabling and communication (running cable).o Implementation of computer centers.o Implementation of VoIP and wireless surveillance systems for commercial, federal, and state institutions.o Supervised multiple projects throughout all phases of their development.o Monitoring of work processes and adjusting schedules as necessary.o Work, as part of a multidisciplinary team, to achieve the different milestones of each project.o Collaboration in the development and planning of iterations.o Development of progress reports, cost estimates, and resource plans using MS Project.o The decision of vital issues, as well as the direction of the processes of taking them, throughout various projects.o Implementation and maintenance of best development practices.

• IT lead for a $30M project for the implementation of networks and computer centers, use of Internet of Things (IoT) to implement “SMART technology” (SMART boards, cameras, and respective cloud-based software), also used Platform as a Service (PaaS) and Software as a Service (SaaS).• Developing and preserving the security, privacy, and confidentiality of data and users. Local admin for SEACE (Federal Procurement System).• Technical verification of the necessary measurements for the execution of the items in each project. Counting of interactive digital whiteboards, personal computers, servers, computer centers, structured cabling, and installed software revision.• Supervise the execution of projects according to time, quality, and assigned resources.• Propose the solutions to the incidents and accidents presented in the execution of the projects. Verification of the field layout and in the liquidations of the work fronts. Inform the real cost of the projects. Approval of requirements.• Review of materials and technological equipment to be implemented on-site.• Compare the physical and assessed progress of the work. Valuation review.• Assured the correct execution of the project through frequent on-site supervision.• Project planning for contracting with the state. Review documentation for the contracts.• Led a team of five IT personnel. Resource planning, scheduling of dates and deadlines.• Resource provisioning, process improvement, negotiator, agile software development / Scrum.• Determination and security in decision making, collaborative leader, design and development knowledge.• Main activities of the team: maintenance of hardware and troubleshooting of software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of the issues. Directed the evaluation and testing of hardware, software, networks, and data communications.

• Managed the IT personnel, whose responsibilities included but not limited to:o Installation of Microsoft servers and desktops, computer hardware and software.o Configuration and maintenance (laptops/desktops, printers, MS Windows Server 2008, MS Windows and MS office suite, local applications).o Setup of user accounts and profiles.o Server maintenance to ensure that all security, auditing, patching, and restart/recovery functions are properly operating.• Designed and implemented PHP based web services to improve data sharing, effectiveness, and efficiency of the operations creating real-time collaboration across departments.• Created queries in MySQL and SQL-Server for statistical reports to improve the performance of the departments of IT, procurement, and finance.• Designed and implemented an integration project with PHP to integrate the governments specific software programs mandated by the federal government and other specific software used by the various departments, preserving the security, privacy, and confidentiality of data and users.• Managed server backup process and performed data restoration as needed.• Monitored end-to-end IT network (servers, networks, desktops, laptops, printers) using Windows Remote Connection, LogMeIn Pro, and TeamViewer.• LAN connectivity and maintenance (Internet connection and services, and devices configuration and maintenance).• Implemented wireless radio link connection and assigned IT personnel for maintenance.