Armando Christian
Kissimmee
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
16
16
years of professional experience
Work History
Senior Technical Support Specialist
Medically Home- Remote
03.2022 - Current
- Promote strong security practices within Medically Home through policy enforcement and end user training
- Be a key troubleshooting resource for our nursing and physician teams to ensure they can provide care 24/7
- Manage JAMF MDM platform for Apple devices, and Active Directory/Exchange for Windows devices
- Develop and document procedures for IT Service Management areas such as service fulfillment, incident response management, change management, etc
- Develop onboarding materials to assist new hires with equipment, tools, and accounts used at Medically Home
- Provide Cloud platform (e.g
- AWS) administration and support as necessary
- Configure and manage help desk ticketing system; set up workflows, track asset inventory and change / release management
- Become a subject matter expert on our primary internal applications, Cesia
Senior Technology Support Engineer
Sallie Mae
09.2016 - 03.2022
- Configure, deploy, maintain, troubleshoot and support computer terminals, laptops, printers, and Polycom phones
- Installation, configuration, and the deployment of iPads and iPhones
- Work with Tangoe and support company mobile phones, orders and billing
- SCCM for PC imaging and software deployment
- Keep inventory of loaner pool and new peripheral’s
- Provide support for Office 365,Teams Windows 10 environment
- Provide technical assistance and one-on-one support to remote users
- Support Genesys phone environment and engage vendor if needed
- Maintain and support all Audio Visual equipment including video conferencing
End User Support Lead
Estee Lauder
11.2015 - 09.2016
- First point of contact for all Desktop support and Line of Business (LOB) applications questions and issues
- Install, configure, troubleshoot and maintain all hardware, software and peripherals
- Work directly with end users to understand requirements of specific business strategy/goals and provide effective, strategic solutions
- Lead and mentor desktop support technicians in service delivery methods for desktop services
- Ensures team of desktop support technicians are maintaining their competence in areas related to desktop support by planning and overseeing training as needed along with follow up and coaching
- Communicate with staff in the hardware and/or software teams to resolve more complex installs and repairs
- Assist off shore network team in resolving network outages.
Desktop Support Engineer
Barclaycard
05.2014 - 11.2015
- Provide technical support for business computers, laptops, printers and mobile devices
- Blackberry Enterprise Server for account creations, deletions and maintenance
- Provide software support for industry standard applications, operating systems, end-user databases and utilities
- Build new computer images and participate in the yearly replacement of various departments' computers
- Work with vendor support to resolve hardware and software issues
- Provide advice and assistance to the department in the planning, implementation, and evaluation of modifications to existing policies, standards, and procedures
- Categorize and prioritize end user support requests and service requests by utilizing a Remedy ticketing system to track tickets and provide up-to-date status and information.
Desktop Support III
Computer Sciences Corporation
05.2012 - 05.2014
- Provided Level III support to over 600 hundred users
- Provided support to VP and Executive Directors
- Supported Active Directory issues like password resets, assigning users to the correct directory and adding/deleting users as needed
- Remedy Ticketing System, SCCM software delivery
- Supported HP, Lenovo laptops and Desktops
- Set up & configured blackberry Z10, iPhone and IPADS
- Supported HP, monarchs and zebra printers
- Set up desktop and laptop environment for new users and data migration
- Provided Windows XP /7 support
- Assisted network team in troubleshooting with Dell and Cisco switches
- Took lead on team and assigned projects
Desk Support Specialist
Connexion System & Engineering
11.2011 - 05.2012
- Provided Level II/III basic hardware, software, and network support to approximately 500 users including some Corporate VIP support
- Set up and maintained user desktop environments; relocate and set up peripherals
- Managed trouble tickets from inception to closing using Remedy software
- Data discovery using SCCM tool
- Migrate users using USMT
- Provided Windows XP/7 support and troubleshooting
- Support all MS Office 2007/2010 applications including Excel, Access and PowerPoint
- Maintained and troubleshot office printers
Project Field Technician
Sullivan & Cogliano
08.2011 - 09.2011
- Short-term contract to perform PC hardware upgrades throughout multiple Sovereign bank branches in the Philadelphia area
- Project involved 100+ PCs
- Upgraded Hard drives and memory in User PCs
- Reformatted/reimaged hard drives and redeploys desktops
- Installed & Configured hardware at desktop or peripheral location
Field Service Engineer
WINCOR-NIXDORF, Wells Fargo
06.2010 - 06.2011
- Provided first and second level support for PCs located in ATMs at bank sites or remote locations for, and Susquehanna Banks throughout the Philadelphia Region
- Fielded incoming hardware and software support requests via phone and ticket system
- Responsible for the installation of Windows XP, configuration of desktop computers, peripheral equipment and software for ATM users
- Performed software upgrades, reimaged corrupted software if needed, corrected registry issues
- Configured to specified IP addresses for network connectivity
- Troubleshot network failure
- Calibrated, adjusted, tested, and maintained equipment such as cash dispensers, card readers, printers, disk drives and all components within the ATM
- Maintained good customer relationships with all banking personnel
- Demonstrated professional and courteous communications towards customers at all times
Technician
KIDDIE KANDIDS
03.2007 - 01.2010
- Provided Level I/Level II support to a network of 15+ photography studios throughout the Philadelphia region
- Deployed Windows 2000, XP, MAC OSX to all PC and Apple Desktops
- Implemented virus protection utilizing MacAfee
- Troubleshot all PC and Apple hardware and software incidents
- Utilized remote tools to remotely manage and configure PC and Apple desktops
- Utilized Active Directory to setup user accounts and permissions; establish remote logins, and delete users as needed
- Maintained/troubleshot Network connectivity, Internet access and email
- Disassembled, assembled, troubleshot, and repaired Noritsu photo printer
- Calibrated all digital photo cameras and lighting systems.
Education
Bachelor of Information Technology - Network Administration
American InterContinental University
Skills
- Creative Issue Resolution
- Formatting Knowledge
- Data Connectivity
- Desktop Support
- Remote Assistance
- Bug Fixes
- Training Material Development
- Client Relationships
- Application Support
- Technical Implementation
- Service Desk Team Management
- Support End-Users
Timeline
Senior Technical Support Specialist
Medically Home- Remote
03.2022 - Current
Senior Technology Support Engineer
Sallie Mae
09.2016 - 03.2022
End User Support Lead
Estee Lauder
11.2015 - 09.2016
Desktop Support Engineer
Barclaycard
05.2014 - 11.2015
Desktop Support III
Computer Sciences Corporation
05.2012 - 05.2014
Desk Support Specialist
Connexion System & Engineering
11.2011 - 05.2012
Project Field Technician
Sullivan & Cogliano
08.2011 - 09.2011
Field Service Engineer
WINCOR-NIXDORF, Wells Fargo
06.2010 - 06.2011
Technician
KIDDIE KANDIDS
03.2007 - 01.2010
Bachelor of Information Technology - Network Administration
American InterContinental University