Objective
To obtain a long-term position within a company where I can utilize my current knowledge and continue to learn and grow within
Certifications
Network+, Sun Solaris Admin., CCNA, A+, SonicWALL, Series 7 and 63, MS Azure Fundamentals
Skills
Fluent in Spanish and English
Work Experience
MSP (2019-2024)
Level 3 Helpdesk
- Hands-on experience configuring, troubleshooting, and repairing Cloud-based networking, Windows servers and workstations, Firewalls, Microsoft 365, Active Directory and Azure
- Domain Services, In-House networking, DNS, VPN, DHCP, cyber security, virtualization environments
- Triaged incoming requests via phone and email.
- Determine priority, created, and tracked tickets in Help Desk Software system
- Assisted with training of junior engineers and documenting procedures and tasks
- Resolved tickets while meeting company specific SLA’
Travel Company (2014-2019)
System Administrator / Helpdesk Manager
- Installed, configured and managed software, hardware, networks, and Cloud environments
- Ensured security and optimized efficiency of IT infrastructure (VMware, Citrix)
- Set up accounts and workstations (Windows 10, 8, 7, XP; Apple; O365, Azure)
- Monitored performance and maintained systems according to requirements (Exchange, AD)
- Troubleshoot issues and outages (Windows Server 2008, 2012, 2016)
- Ensured security through access controls, backups and firewalls (SonicWALL, Cisco, Veritas)
- Upgraded systems with new releases and models (PC Repair)
- Built an internal wiki with technical documentation, manuals and IT policies (WordPress, Jira)
- Own projects, solutions, and key responsibilities within a larger business initiative
Wine and Spirits Supplier (2012-2014)
IT Analyst
- Contribution in training or orienting other staff on office policies and procedures.
- Initiated improvement in office operations, customer service and reduced costs.
- Oversaw computer upgrade to Windows 7 from a mixed environment.
- Provided helpdesk support over the phone, in office and on-site.
- Managed and administrated the wired/wireless network using Cisco Catalyst and Dell PowerConnect Routers.
- Installed and maintained Windows Server 2008, Active Directory, Windows Exchange 2010, and Citrix Presentation Server.
- Deployed and updated a security policy based on Barracuda Spam Firewall, Cymphonix Network Composer, and the SonicWALL appliance.
- Maintained and protected the company’s daily computer backup.
- Supported the Mac OSX server and desktops for the art department.
- Oversaw the installation and maintained the Avaya IP Office telephone system.
- Coordinated the modernization of the phone and data lines from a DSL modem/POTS to a dedicated T3.
