ANGEL EDUARDO GAYTAN
Seffner
Summary
A career at the leading edge of computer technology using established skills in management, design, implementation, and troubleshooting.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
Sr. Desktop Support Analyst L2
USAA/HCL
07.2019 - Current
- Resolved incidents through ticketing system on ServiceNow, delivering remote support to USAA employees using Bomgar and MSRA.
- Staged hardware and software for USAA users, providing break-fix and remote support for all Xen apps and Citrix workspace.
- Windows 7 to Windows 10 Migration on virtual laptops and fully loaded laptops, Dell Micro PC's. Currently have updated all devices to Windows 11.
- Maintenance VM through director and troubleshoot primary VM & VM pools.
- Work with level 3 teams and escalate incidents to resolve user's incidents.
- Supported MacBook users by resetting passwords and assisting with applications on the Mac OS environment.
- Provide assistance with the Authenticators we have available like, Okta Verify, Google Authenticator & FIDO tokens. Verify End user with peer verification through my access.
Desktop Support Analyst L2
DTCC
01.2018 - 05.2019
- Request access for all contingent workers through ServiceNow to get contingent all necessary resources that they needed to complete daily task.
- Trained contingent workers on how to troubleshoot all basic hardware and software issues that would occur in their daily schedule.
- Experienced with multiple browsers including IE and Firefox with VPN, Wireless Networks, Air Cards, Verizon web portal, Routers VMWare, Cisco Jabber and general networking, desktop and server operating systems including Microsoft Office Outlook, Excel, PowerPoint, etc.
- Providing first tier end user technical support and customer service based on an internal help desk ticketing system.
- Mobile device configuration and deployment of mobile phones, tablets and laptops.
- Installs or assists in the installation of new or revised releases of software and national systems and advised on the use of the software.
- Proficiency in Microsoft Office 365, including collaboration tools such as SharePoint, OneDrive, OneNote and Skype for Business, as well as Active Directory and Windows 7/10, including installing and testing software update releases for compatibility with existing hardware and systems.
- Provided day to day IT backup and monitored daily operations of the equipment and systems, providing technical expertise in solving software and computer system problems.
- Maintained contact with IT staff in other divisions about development standards, techniques and user programs.
- Assisted in securing IT equipment and determining when applications require new hardware and recommended, inventoried and configured hardware for deployment as directed by IT management.
- Provided support for all IT related software and equipment and helped to maintain and support courtroom evidence presentation equipment.
- Prepared Request for Purchase, Purchase Orders or non-technical scopes of work to initiate facility procurement action as well as drafting technical documentation.
- Prepared, managed and supported client workstation experience, providing tier 1 and 2 support.
- Performed troubleshooting on share equipment (workstations, printers).
- Researched and developed the future technology plans for client, preparing project plans and schedule to include coordination requirements, tasks, work assignments and resource to ensure project integrity for customer support.
- Ensured client equipment meets or exceeded applicable compliance requirements (e.g. PCI or CJIS).
- Utilized industry standard tools to locate and remediate security vulnerabilities.
- Participated directly in project development as required and prepared and reviewed specifications for information systems for all client equipment purchases.
Help Desk Technician
Republic Voice and Data
12.2017 - 01.2018
- Assisted with installation of Toshiba and Samsung phone systems at job sites, ensuring proper setup and functionality.
- Attended job sites and assisted with digital phone equipment and installation of Toshiba and Samsung phone systems.
- Serviced clients throughout the Tampa Bay area by driving company work van to various locations, maintaining timely support.
- Provided phone support to clients in the office, coordinating with technicians to resolve digital phone errors and system failures.
Education
Associate of Science - Computer And Information Systems
San Diego City College
San Diego, CA 08.2010 - 09.2012
Skills
- Windows support
- Active Directory management
- Remote troubleshooting
- Network troubleshooting
- Software deployment
- Mobile device management
- Windows operating systems
- Hardware installation
Career Overview
A career at the leading edge of computer technology using established skills in management, design, implementation, and troubleshooting.
Timeline
Sr. Desktop Support Analyst L2
USAA/HCL
07.2019 - Current
Desktop Support Analyst L2
DTCC
01.2018 - 05.2019
Help Desk Technician
Republic Voice and Data
12.2017 - 01.2018
Associate of Science - Computer And Information Systems
San Diego City College
08.2010 - 09.2012