Daniel Mercado
Chicago,United States
Summary
Energetic Data Systems Administrator and Help Desk Technician ready to undertake challenging technical support triage duties in demanding environments. Cognizant of when to go hands-on with issues and when to delegate support calls to appropriate personnel. Eager to apply personal technological expertise to support tasks and keen technical judgment to fast-paced personnel delegation. Talented at maintaining, analyzing and troubleshooting computers and peripherals. Offering 5 years of progressive experience in end-user support and help desk management.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Help Desk Lead
Marshall Gerstein & Borun LLP Patent & IP Law Firm
Chicago, IL
11.2022 - Current
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Resolved network connectivity issues.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Created configuration guides for deploying new desktops, laptops and mobile devices.
- Coordinated with third-party vendors for resolution of incidents or provisioning services.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Conducted onboarding sessions to orientate new staff members about company policies, procedures, and provided IT training to present best IT practices and to help familiarize with software utilized.
- Configured security settings or access permissions for groups and individual users.
Data Systems Administrator
Combat Logistics Battalion - One, US Marine Corps
Camp Pendleton, United States
08.2018 - 10.2021
- Oversaw and provided help desk support for a battalion of over 500 Marines
- Processed over 200 support requests weekly for technical assistance on a wide range of issues related to system access, Microsoft Exchange, Microsoft Office, and general troubleshooting issues
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Documented transactions and support interactions in system for future reference and addition to knowledge base
- Conducted monthly inventories and performed preventive maintenance inspections on data and networking equipment totaling over 3 million dollars
- Built, monitored, and maintained military tactical servers and networks
- Patched software and installed new versions to eliminate security problems and protect data
- Devised solutions to operations issues related to data systems and networking devices working closely via phone and email
- Performed tests of functionality, security, and performance of different workstations and devices
- Configured hardware, devices, and software to set up workstations for employees.
Chief Data System Administrator
Logistics Combat Element, SPMAGTF US Marine Corps
Ahmad Al-Jaber Air Base, Kuwait
09.2020 - 04.2021
- Ensured the proper cyber awareness training and account creation of 300 Marines and Sailors
- Responsible for overseeing the transportation of over $70,000 worth of unclassified and classified data and networking assets
- Conducted cable maintenance and management, maintained stable network connectivity, assisted planning network diagram architecture
- Established network specifications and analyzed workflow, access, information and security requirements
- Created patches and solutions to fix bugs in existing applications.
Education
Associate of Applied Science - Cyber Security
City Colleges of Chicago - Wilbur Wright College
Chicago, IL12.2023
Certificate: Data Systems Administrator Course -
Marine Corps Communication- Electronics School
MCAGCC, Twentynine Palms, California 07.2018
Skills
- End-User Support
- User Training
- Ticket Tracking
- Call Management
- Technical Documentation
- Account Administration
- Issue and Resolution Tracking
- Technical Troubleshooting
- Attention to Detail
- Collaborative Team Player
- Strategic planning
- Customer Service
Certification
- Marine Corps, Net+ Certificate, 80 Hours
- Marine Corps, Sec+ Certificate, 80 Hours
- Marine Corps, Network on the Move (NOTM) Tactical Vehicle Certificate, 120 Hours
Timeline
Help Desk Lead
Marshall Gerstein & Borun LLP Patent & IP Law Firm
11.2022 - Current
Chief Data System Administrator
Logistics Combat Element, SPMAGTF US Marine Corps
09.2020 - 04.2021
Data Systems Administrator
Combat Logistics Battalion - One, US Marine Corps
08.2018 - 10.2021
Associate of Applied Science - Cyber Security
City Colleges of Chicago - Wilbur Wright College
Certificate: Data Systems Administrator Course -
Marine Corps Communication- Electronics School