Help Desk Service

Personal Data

Gregorio Ramos

-Residence: Edinburg, Tx. Mobile : 956-***-****. E-mail: ********.*****@*****.***

USA Work Authorization.

Employment Experience

Knowledge and extended experience in Microsoft 365 Basic Administration, Smartphone Support, VPN support, Remote Access, DUO Multifactor Authentication Support, User Setup and Access to Software.

Computer and Laptop imaging and setup, Computer desktop and Laptop hardware component replacements such as memory, drives, fans and keyboards, OS Support (Windows 7, Windows 10,Windows 11 and Mac) Outlook Support, Printer Support, User Account Maintenance, Active Directory, Internet browsers like Google Chrome, Microsoft Edge, Firefox.

Knowledge of TCP/IP protocol, network cable patch, wireless protocols, VOIP telephones and soft phone applications, ability to analyze problems, identify workable solutions, and follow appropriate course of action.

Excellent organizational skills with the ability to manage multiple tasks simultaneously without compromising quality.

Ability to troubleshoot basic network, software and printing issues, experience with corporate ticketing system, excellent customer service, phone and mobile support.

Work Experience

IT Service Desk Technician/ ACT Technologies

06/2024-Current

Help Desk Tech Responsibilities:

Answer Help Desk line and provide inbound and outbound assistance for end users.

Monitor business critical systems.

Update remote users with corporate antivirus software and any other software updates when applicable

Create, troubleshoot and resolve work orders

Troubleshoot user issues

Monitor Track IT ticketing system

Follow up on work orders with requestors

Follow up with IT staff on work orders that are overdue or close to being overdue to ensure prompt resolution

Check resolutions on closed work orders daily

Produce weekly reports as needed

Update critical documentation in a timely manner

Administer VPN Duo authentication tool

Freelancer-10.2023 to 05.2024

IT-Technical support services, attending calls to support personal computer issues, support to sw installation, printer configuration, email issues, etc.

Infrastructure System Administration IT & Strategy Area-Audio Visual Tech.06.2023-07.2023

Providing on-site support to AV equipment, including the setup and troubleshooting, perform daily monitoring and repair of AV system issues which are either reported by monitoring systems or by the users themselves, follow up, troubleshoot and solve Service Now assigned tickets.

Set up and install the new required meeting equipment, including big screens and sound devices.

IT Service Desk Technician/ Corporate -Kongsberg Automotive 03.2020-08.2022.

IT Service Desk Technician/ Attending and provide support to assigned sites as assigned and do basic troubleshooting and ticket completion for those assigned site(s) through AADM (Custom company ticket system) over the phone and via email, as well using other remote access options. Give support to alternate sites as assigned for coverage, including but not limited as follows User Account Administration, create, delete and administration of user resources using the ADMP web console this includes onboarding and off boarding process, assign software licenses as per ticket request and deploy such software, connect and configure printers to users computer equipment, provide and control user access permissions to file and print servers, do brief training for new users explaining about the IT procedures and the resources given to perform their duties according to the user’s role, assigning equipment or decommission according to the case, responsible for end user support on all software and hardware (laptops, desktops) that users may have regardless of origin.

Monitoring, create follow and close assigned tickets timely following the company established SLA’s, tracking issues for resolution and reviewing the ticket systems Queue, answer and respond to calls, messages, voice mail and emails in appropriate way, add/remove/change user accounts for all systems assigned to users.

Administer user server access permissions, create file folders and assign group policies, help to maintain IT documentation and create and update matrices, inventory list etc.

Support issues related to software, installation, remove, delete and configure software. Troubleshoot hardware issues, effect warranty repairs, image or repair as needed, configure devices and other assets including wiping or reimaging.

Purchase hardware and fulfill requirements as well to assign new equipment to users, having inventory control and registration on the company system, maintaining user assets records and performing periodic inventory reviews.

Coordinate and assign software licenses per ticket requirements, including removal due to transfers or termination.

Follow up other projects assigned by the manager, Experience in a Call Center Environment, Web application support/browser troubleshooting, Active Directory – User account management, Experience supporting Connectivity/Network, VPN/RSA (remote connectivity), LAN/WAN, Wireless, Skype/Voice/Video, MS Teams /Voice/Video

Home networking, Mobility Support, Android, iPhone, Hot Spots, Microsoft Technology, Outlook, Office suite MS Word, Excel, PPT, MS Windows 7,8,10 user desktop and laptops, SharePoint user access permissions, Peripherals installs, configure and remove, Printers, laser, barcode, plotters, Remote user support, Radmin, Bomgar, Team viewer, Logmein application, SCCM-Image deployment server web console, Software Center, Service Now ticket system.

Working as a freelancer and administering non-IT related business in Mexico- 06.2015 -03.2019

It technical support specialist · Rent-A-Center Corporate Mexico Operations S de RL de CV –Mexico.

04.2011 – 05.2015

Sector: Technical support / help desk · Industry: Retail

IT. Technical support / help desk. Administration and support of Windows operating systems, configuration and creation of images(*IMG/*GHO) of operating systems and applications according to the needs of groups of users, installation of images on Desktop computers and Laptops (Dell-brand), as well as on equipment POS (point of sales/ HP Thin Clients around 700 devices) network access settings, files shares, network drives, user support, local and remotely with BOMGAR remote tool, experience in use of application software to support via remote, configuration of VPN access to users accordingly to user permissions, experience in Altiris image server deployment, backup database, administration and access control for users of payroll system (APSI), configuration of access to wireless networks, configuration and troubleshooting hardware and software for 120 + users in the operations center(Corporate Offices) and users in the field(all of the 160 Mexico RAC’s stores), follow up and creation of tickets for user requests on Service Now system,

creation of SRS in the internal system (Service Request System) administration, installation and configuration of AirWatch applications for iPhone iPad and Android phones as well for RF Gun scanners, problem resolution for mobile devices, purchase and management and distribution of mobile devices and radio communication Nextel and Telcel devices, blocking and unblocking of users in Active Directory as well passwords set or reset, installation of updates and patches to operating systems for MS Windows desktops and Laptops, troubleshoot andresolve issues with MS Office applications, Managing IT vendors, to support printers operation for all stores in Mexico, checking the compliance of SLA’s according to times and/or escalation process, review and process all the invoicing for IT equipment.

06.2000 - 04.2010 Resortes K-L of Mexico S.A.de C.V., Mexico. Manufacturing. Head / supervisor / manager, supervisor of systems.

Technical support / help desk. Operating system Microsoft client/server support and management. Installation, configuration, upgrade and repair of hardware in pc s, servers and printers (laser, desk jet, and Datamax). Use and maintenance of desktop applications. Installation and configuration drivers for peripheral devices. Knowledge of network topology. Installation and maintenance of patches on pcs and servers, management asset (licenses), Supervision all users

in the network of the company, technical support, corrective and preventative computer maintenance accounts of computer, supervision and support in the use of software and basic system SAP MRP, creation and supervision of user accounts, access to data and email, server and MS Windows, MS Office, applications data, distribution of software (CA-DSM)

remote assistance, installing/uninstalling software and resolution of problems users via remote, key user and member of the implementation Team on logistics MM, PP, and SD modules of SAP- MRP system, Training and support for the implementation of the SAP-MRP system in the corporative manufacturing plants in Toledo, Oh., Pharr, Tx, Rio Bravo, Tam. Queretaro, Mx. And Toluca Edo. de Mexico subsidiaries plants as well completing training at the Headquarters facility located in Germany.

10.1999- 05.2000 Allied Benefit Systems, Inc., USA. Data Entry Clerk. Technical support / help desk.

Data entry Clerk, support end users with IT related issues, computing, printing, network connectivity, set up and install computer equipment, unloading and managing data via EDI.

Education.

09.1989 07.1991 C.B.T.I.S 73, México. Accounting / auditing. Technical accounting, graduate, tertiary. Average:

8.4. Accounting Technician.

Languages

English/Spanish. Advance oral level. Bilingual writing level. Bilingual reading level. Last applied: actually.

Other knowledge

Windows OS knowledge (Windows 7, Windows 8.x and Windows 10)

Microsoft Office 2007 to 2016 and Office 365

Able to support Outlook client.

Able to troubleshoot VPN access and configuration.

Support mobile users for network access, email support and troubleshooting.

Able to use SCCM to deploy images to client desktops and laptops.

Active Directory knowledge, create user accounts, Groups and manage GPO’s.

Desktop and laptop hardware knowledge

Printer hardware knowledge

Inventory and asset management

Able to use remote tools such as RDP, Team viewer, MS Teams, LogMeIn Rescue

Experience as a Help Desk, Help Desk IT support, Support analyst, Service Desk, or similar Customer Service Agent.

Job References

Daniel McDermott. A/V Media Lead Tech NHQ Madison, Wi.

Ph: 608-***-****

Email: ***.**********@*****.***

Juan Gomez. IT Service Desk Manager Americas at Kongsberg Automotive Inc. Ph:956-***-****

Email: ****.*****@**-*****.***

Https://www.linkedin.com/in/juangomez-12b52a75

Pablo Hernandez.IT Service Desk Team Lead at Kongsberg Automotive, Inc. Ph:956-***-****

Email: *****.*********@**-*****.***

Raul Vazquez.. IT Manager at Hammond Power Solutions SA de CV Ph: 81-1516-7343, ********@*********************.***.

Oscar Alvarado.. IT Asset admin. at RAC Mexico Operaciones S de RL de CV. Ph:818-***-****,

*****.********@***********.***.

Deloris Carroll. Client Service Representative. Allied Benefit Systems. Tel. 312-***-**** ext 270. ********@*************.***

Andreas Doedt. Logistiks Engineer. Kern-Liebers GmBh. Tel. (491*-*********.Email: ******@****-*******.**

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