Carlos Mendez
Sanford
Summary
Expertise in Computer Network and Systems Administration with extensive experience providing technical hardware and software support installations, configurations, asset management and customer service in fast paced multi-end user environments. Adept at maintaining proper protocols and processes, facilitating security software and hardware solutions throughout entire networks. Demonstrated capacity for the support, deployment, and troubleshooting of a wide range of networking and sysadmin applications and hardware.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Desktop Support Technician
Unified Women's Healthcare
Boca Raton
07.2019 - Current
- Member of IT Operations Team providing desktop support and technical services in a fast-paced Corporate Enterprise sized environment to Associates at multiple locations Nationwide.
- Monitor/Assign IT Tickets/Cases in General IT Queue via ServiceNow, ManageEngine and Salesforce sites and adhere to SLA time frames.
- Setup and configure software, servers, laptops, desktops, and printers among with many other job duties and requirements.
Help Desk Desktop Support
AmTrust Financial Services, Inc.
Boca Raton
02.2018 - 07.2019
- Member of IT Operations Level II team providing desktop support and technical services in a fast-paced Corporate Enterprise sized environment to Associates at multiple locations Nationwide.
- Monitor/Assign IT Tickets in General IT Queue via Service Now site and adhere to SLA time frames.
- Manage Cisco Call MGR user accounts add/remove/edit/assign extensions and configure Cisco phones as needed or required.
- Setup and configure software, servers, laptops, desktops, and printers among with many other job duties and requirements.
Senior Desktop Support Technician
The Nature's Bounty Co.
Boca Raton
01.2017 - 01.2018
- Senior Member of IT Operations Level II team and provided desktop support and technical services in a fast-paced Corporate Enterprise environment to over 350+ Associates and 1000+ devices at 5 locations in Tri-County area.
- Manage/Monitor/Assign IT Tickets in General IT Queue via Service Now site and adhere to SLA time frames.
- Manage Cisco Call MGR user accounts add/remove/edit/assign extensions and configure Cisco phones as needed or required.
- Setup and configure software, servers, laptops, desktops, and printers among with many other job duties and requirements.
Help Desk Desktop Support
The Nature's Bounty Co.
West Palm Beach
01.2013 - 01.2017
- Member of IT Operations Level II team and provided desktop support and technical services in a fast-paced Corporate Enterprise environment to over 350+ Associates and 1000+ devices at 5 locations in Tri-County area.
- Manage/Monitor/Assign IT Tickets in General IT Queue via Service Now site and adhere to SLA time frames.
- Setup and configure software, servers, laptops, desktops, and printers among with many other job duties and requirements.
Education
Bachelor of Science - BS - Computer Engineering
Florida International University - College of Engineering & Computing
Skills
- Information Technology Infrastructure
- Computer Information Systems
- Remote Administration
- Desktop support
- Ticket management
- ServiceNow administration
- Cisco Call Manager
- Hardware troubleshooting
- Software installation
- Remote support
- Technical documentation
- Team collaboration
- Time management
- Problem solving
- Communication skills
- End-user account management
- Remote desktop management
- System administration
- Asset management
- Active Directory management
- Hardware diagnostics
- Advanced troubleshooting
- Group policy management
- End-user training
- Application support
- IT security protocols
- New system deployment
- Data transfer best practices
- Server maintenance
- Operating system expertise
- Virtualization technologies
- Incident management
- Support documentation generation
- Data backup and recovery
- Printer support
- Ticketing system oversight
- Patch management
- Mobile device management
- Technical support
- Remote desktop support
- Vendor relations
- Root-cause analysis
- User assistance
- User account management
- Troubleshooting & diagnostics
- IT security best practices
- Desktop diagnostics
- Network connectivity
- Operating systems
- System configuration
- Network hardware installation
- Performance testing
- Technical support expertise
- Desktop workstation repair
- Help desk experience
- Server administration
- Mobile device support
- Printer and peripheral support
- Training and mentoring
- Device configuration
- Virus and malware removal
- Problem-solving abilities
- System maintenance
- Microsoft windows and office
- Analytical and methodical
- Supply management
- User support
- Goal setting
- ITIL framework
- Optimize system performance
- TCP/IP
- Analytical skills
- Diagnostic testing
- Quality assurance
- Time management abilities
- Hardware and software configuration
Certification
- CompTIA Network+
- ITIL Service Operation
- CompTIA A+
- CompTIA Server+
Current Position
Information Technology Desktop Support at Unified Women's Healthcare
Timeline
Senior Desktop Support Technician
Unified Women's Healthcare
07.2019 - Current
Help Desk Desktop Support
AmTrust Financial Services, Inc.
02.2018 - 07.2019
Senior Desktop Support Technician
The Nature's Bounty Co.
01.2017 - 01.2018
Help Desk Desktop Support
The Nature's Bounty Co.
01.2013 - 01.2017
Bachelor of Science - BS - Computer Engineering
Florida International University - College of Engineering & Computing