Work History

Work History

Desktop Support Specialist


*Assisting in project to upgrade 500 Windows XP workstations to Windows 7 Enterprise

*Introduced Problem Steps Recorder tool to Aetna corporate IT team

*Providing support for 500 users in Windows XP environment

*Troubleshoot network, software, hardware and printer issues

*Setup and configure HP desktops and laptops for end user

*Use Norton Ghostcast server to image computers

Jan 2010 - Mar 2010

Technical Analyst (Contract)

Memorial Healthcare System

*Supported 1200 Dell desktops, laptops and Lexmark printers

*Setup, configured desktops and laptops for end user

*Installed software using group policy and SMS server

*Used Norton Ghost to upgrade 250 Windows 2000 workstations to Windows XP

*Acted in first line of defense against user’s system outages and provided system maintenance

*Familiar with many clinical applications and hospital setting

Apr 2007 - Mar 2009

Software Support Engineer

ScriptLogic, a Quest Software Company

*Supported 10 complex network and server management software for over 10,000 clients

*Used virtual servers to conduct analysis, gather information, and resolve complex customer problems

*Installed Windows Enterprise/Standard 2003/2008 servers either as a member or domain controller, configured users, Organizational Units, global/local groups, group policies, setup Domain Name System, forest/trees and two-way trusts

*Installed SQL server 2005/2008, setup maintenance plans, created basic SQL queries, configured server/database security and backup/restore databases when necessary

*Installed Office SharePoint 2007, created collection sites, and configured security roles

*Installed Exchange 2003 server, configured mail users and created email addresses

*Troubleshot client’s reports that were on Crystal Reports 9 or 10 and directed complex reporting issues to Crystal Report writers

*Participated in implementation of tactical resolutions for customer problems

*Maintained solid customer relationships by handling complex concerns

*Actively contributed to a growing knowledge network that improves the effectiveness of team

*Evaluated customers’ constant software issues and created a detailed report that was given to the President of company

*Have done some pre-sales over the phone and quality assurance testing

May 2003 - Jan 2007

Computer Support Specialist

*Troubleshot software issues, Gateway & Dell computer hardware issues, HP printers and scanners *Oversaw network connectivity, implementation, and troubleshooting of problems for 800 workstations/10 servers *Assisted System Administrator with the migration of NT domain to Windows 2003 Active Directory Domain- Setup domain controllers, member servers, print servers, DNS, and DHCP *Setup new accounts on Active Directory, created new folders with NTFS or share permissions, mapped drives, assigned Local and Global group memberships, created Organization Units, and maintained hardware for 10 Windows 2000/2003 servers *Made recommendations for technology improvements and upgrades for example, recommended a virus server (Mcfee Orchestrator) that prevented 60% of viruses and spy ware on the network *As a Coordinator, supervised three field technicians as well four part-time Federal work study students
Apr 2001 - Feb 2003

Technical Support Lead

*Provided Level 1 & 2 desktop support – troubleshoot hardware and software problems with end user *Logged onto airport’s reservation systems to troubleshoot reservation software issues as well as their UNIX systems, Cisco routers, and Frame Relay devices to troubleshoot network problems *On one occasion, troubleshot airport‘s network devices and reservation system as airport’s network was down; I was able get the airport back up within hours



North Miami Beach Senior High
Apr 2011

Certificate in General Management

American Managament Association



VMware workstation

Installed and configured six workstations and servers.

Office Sharepoint 2007

Installed and created collection sites, setup security roles and manage site.

SQL server 2005

Installed and configured database security, maintenance plans, detach/reattach databases and setup backups. Also, know some T-SQL queries.  

Windows 2003 Server - Active Directory

Configured users,/accounts created Organizational Units, global/local groups, user/computer group policies, setup Domain Name System, forest/trees and two-way trusts.