Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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
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
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
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, IL
12.2023

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
  • Marine Corps, Net+ Certificate, 80 Hours
  • Marine Corps, Sec+ Certificate, 80 Hours
  • Marine Corps, Network on the Move (NOTM) Tactical Vehicle Certificate, 120 Hours
Daniel Mercado