Sam Munoz Email & Phone Number

Suwanee, Ga, Us

Pewaukee, Wisconsin, United States

Wisconsin, United States

- Engaged as a key member of a dynamic IT support team, providing assistance for IT-related issues, balancing between remote and on-site support to ensure seamless IT infrastructure performance across multiple locations.- Contributed significantly to the user onboarding process, coordinating hardware/software setups, and managing access through SailPoint, Azure/Intune, Active Directory, and other proprietary and enterprise tools such as Beyond Trust, Acronis, Veeam, Wyse Management, HelpOne, and Cisco Meraki.- Automated and optimized IT operations by developing advanced PowerShell scripts for efficient troubleshooting and management of 800+ Dell devices, including laptops, desktops, HMI Units, and Wyse Terminals.- Played a crucial role in infrastructure reliability by collaborating with internal teams on system maintenance, including switch and router replacements, VLAN migration, AP replacements, and ensuring redundancy within network systems.- Actively involved in maintaining a robust IT infrastructure through regular maintenance and strategic upgrades of servers, network systems, printer fleets (Lexmark and Konica Minolta), and end-user devices to achieve high reliability and performance.- Managed and troubleshoot RF scanners across various sites, coordinating with 3rd party vendors for repairs and conducting troubleshooting as necessary.- Supported budgeting and ordering processes by communicating site needs, ensuring timely device replacement within the IT budget allowance, and liaising with vendors and internal teams for software licensing maintenance, renewals, and reviews.- Managed site server rooms with multiple server cabinets and network racks, responding to outages and engaging with onsite personnel and vendors to resolve issues promptly.- Worked closely with diverse IT teams (LAN/WAN, Telecom/Voice, Cybersecurity) to address and resolve a broad spectrum of IT challenges, enhancing the overall IT security and infrastructure posture.

- Provided pivotal support and guidance to both new and experienced technicians, enhancing team capability.- Excelled in delivering specialized on-site technical support, adeptly addressing and resolving diverse field service requests.- Implemented scripting into workflow, automating tasks and increasing overall efficiency for ticket work.Leveraged scripting to allow performing of mass onboarding AND offboarding of new and old users alike. Tasks that could average 5-10 minutes per user onboarded reduced to an average of 2-3 minutes. While offboarding tasks reduced from an average of 10-15 minutes to an average of 5 minutes.- Successfully maintained an unparalleled 100% customer/client satisfaction (CSAT) rating consistently across my tenure, from the role of Support Agent to Lead Support Technician.

- Elevated IT solutions as an IT Support Technician, specializing in resolving advanced technical issues and imparting crucial knowledge to team members.- Contributed to the implementation of robust security measures, including MFA/2FA and complex password protocols, fortifying client system security.- Skillfully managed client systems in cloud and hosted environments, maintaining optimal uptime and performance.- Methodically documented client systems and procedures in HUDU, establishing a comprehensive knowledge base for streamlined IT management.- Played a key role in mentoring and training new support agents, facilitating their transition to the support technician role.

- Delivered first-line support and effectively troubleshooting a variety of basic IT issues.- Successfully handled on-site service requests and deliveries, demonstrating a keen ability to meet client needs promptly.

Pembroke Pines, Florida, United States

- Develop new and existing customer relations, averaging 60-70 clients a day- Run daily sales reports and cash balancing- Receive, process, and breakdown incoming and outgoing inventory such as marketing materials, contracts, and computer hardware.- Assist with standard troubleshooting, basic networking, and installation of hardware/software.

Miami-Dade County, Florida, United States

- Led a team of 10 visual merchandiser and warehouse associates.- Received and processed freight truck inventory averaging 50-60 pallets daily, totaling 180 pallets weekly.- Merchandised over a thousand varied products to visual standards before opening of business day.- Processed and shipped defective or recalled merchandise to corresponding distribution centers.- Served as a cashier backup and assisted with customer sales as needed.- Maintained a safe and clean stockroom through proper organization and thorough safety audit inspections.- Ensured proper training of new employees in forklift/pallet jack usage and safety protocol.

Pembroke Pines, Florida, United States

- Coordinated specialized and large-volume sales for small and large businesses.- Assisted a team of 6 business salesmen daily in the aforementioned sales, averaging $25,000 to $500,000 of added revenue per business salesman monthly.- Scheduled IT/Service Support technicians for residential and business consultations and installations.- Processed returns and exchanges of hardware and merchandise.- Maintained business accounts via IMS terminal software.

Associate Of Science - As, Information Technology - Software Development

Bachelor Of Science - Bs, Information Technology