Darius Cerezo
Pittsburgh,USA
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Help Desk Support (Full-Time)
Fragomen Del Rey
04.2013 - 10.2024
- Provide tier 1 Windows OS, network, Citrix and Outlook support for 3000+ Fragomen worldwide users
- Self-motivated, with strong sense of personal responsibility to manage and close approximately 15-20 tickets per day using ServiceNow ticketing software
- Worked effectively in a fast-paced environment to solve company proprietary applications called Connect and Manage
- Diagnosed source of problems (software, infrastructure, user knowledge, access, etc.) and determine appropriate action (technical/configuration fix, user instruction, escalation) to fix issues immediately
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Provide on-the-job training to new staff members
- Proven ability to learn quickly and adapt to new situations.
- Point of contact for HR Department for onboarding/offboarding requests (Active Directory, Group Policy, Proofpoint, Billing, CWA, Efax, Webex, Intercal, RSA, Lotus Notes, Account administration for in-house applications)
- Worked flexible hours across night, weekend, and holiday shifts.
IT Technician – Disconnect\Reconnect (Part-Time)
Proactive Business Solutions
05.2015 - 07.2018
- Proficiently disconnect/reconnect PC workstation and peripherals (mouse, keyboard, webcam, laptop dock, and etc.) in a timely manner per supervisor’s direction and the specific job requirements
- Install monitor arms
- Un-box and mount monitors
- Accurately inventory and document layout of technical equipment including port connections
- Capture the existing workstation layout at the customer site and ensure the new setup is placed the same
- Perform cable management on standard and sit-stand office desk
- Label all the IT assets/inventories to ensure there is no missing items during the moving
- Provides verification of successful workstation setup through step-by-step instructions
- Work in a Team environment
Desktop Support Engineer
Robert Half Technology
03.2012 - 04.2013
- Managed Tier2 level desktop support for hardware and software issues across various platforms such as Cisco VPN, Microsoft Office, Windows OS, macOS, Citrix, Outlook, and ticketing system
- Diagnosed and resolved desktop-related problems efficiently to minimize downtime for clients.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Managed corporate software upgrade deployments and installs
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Provided 24x7 On-Call support
Desktop Support Engineer(Contract)
Compucom Inc.
11.2009 - 03.2012
- Provide excellent helpdesk and desktop support to over 1000 Informatica Inc. end users
- Proficient in mobile devices support (Blackberry, Iphone, email, activation, etc)
- Active Directory, VPN Crypto-card token and remote Cisco VPN support
- Backup, Reimage, and Configure laptop and desktop using Altiris Imaging software
- Update and reinstall Symantec Endpoint Protection software
- Quickly fix end users computer software issues and LAN problems
- Create documentation for fixing various Desktop Support pc issues
- Prepare new hire laptops and provide induction to Windows 7 and Office 2010
Help Desk Support (Full-Time)
BC Networks
03.2008 - 06.2009
- Provide excellent helpdesk support to over 600+ remote users with Vista and XP operating systems
- Resolve email Outlook, printer and scanner issues quickly
- Proficient in working with Active Directory for user and computers – resetting passwords, setting permissions, creating accounts and groups, enabling and disabling accts
- Quickly fix end users computer software issues and LAN problems
- Assisted remote users with computer or Cisco VPN issues using Remote Desktop Connection application
- Backup, Reimage, and Configure laptop and desktop using Acronis software
- Clean virus and spyware on user’s computers using Spybot and MalwareByte’s Anti-Malware software
Helpdesk Support (Contract)
Robert Half Technology Inc.
08.2007 - 03.2008
- Provide excellent helpdesk support to over 100 Cycle Gear Inc. stores
- Provide excellent desktop support to local end users in Head office
- Quickly assist end users with computer hardware, software, and LAN problems
- Quickly assist stores with computer hardware, software, and LAN problems
- Support store software and hardware - Retail Pro, enginico pin pads, hand scanners, tag printers
- Setup and configure new servers and cash registers workstation
- Complete assigned projects
- Clean virus and spyware on user’s computers
- In charge of asset mgmt of new computer equipments for new stores
Desktop Support Engineer (Full-Time)
Kaiser Permanente
12.2003 - 01.2007
- Provide excellent desktop support to 5000+ company employees
- Close approximately 5-10 trouble tickets per day
- Performed KP Tech refresh to upgrade client pc to current Microsoft OS
- Quickly assist end users with computer hardware, software, and LAN problems
- Setup and configure new desktop and laptop for new employees
- Complete assigned projects
- Assist users in backing up or restoring their data
- Clean virus and spyware on user’s computers
- In charge of asset mgmt of new computer equipments
Helpdesk Support (Contract)
Silicon Graphics Inc.
05.2002 - 08.2003
- Provide excellent helpdesk and desktop support to 3500+ company employees
- Open and close approximately 10-15 trouble tickets per day
- Quickly assist end users with computer hardware, software, telephone, and LAN problems
- Complete assigned projects such as create documentation for website FAQs and group procedures
- Assist users in backing up or restoring their data
- Manage user accounts by using server manager, user manager, and third party software
- Train new Windows System Administrators
Computer Customer Support (Full-Time)
Versata Inc.
04.2000 - 05.2002
- Provide LAN/WAN technical support
- Plan, execute, and complete telephony and network projects
- Support and maintain corporate application, development and production servers
- Configure and administer Cisco and Foundry Networks routers and switches, PIX firewall
- Administer NT network using server manager, user manager, and third party software
- Perform telecommunication programming duties
- Responsible for configuring and maintaining server backups; archiving and disaster recovery
- Apply VPN technology and solve VPN technical issues
- Reimage, configure, and deploy laptop or desktop to end-users
- Create system images and upload files to imagecast server
- Follow-up with users via phone and email and update trouble tickets
Information Technology Instructor (Contract)
Lanop Corporation
11.2000 - 03.2001
- Instruct MS Office products, DOS, PC Hardware, Net Essentials, Win NT Workstation and Server 4.0
- Setup networking labs in preparation for networking classes
- Troubleshoot defective PCs and repair them
- Motivate and teach students how to better prepare for the A+ and Microsoft certification exams
PC Technician (Full-Time)
Kaiser Permanente
08.1999 - 04.2000
- Quickly resolve network trouble tickets in a Lotus Notes/Novell/Win NT environment
- Complete software upgrades, configurations and preventive maintenance
- Troubleshoot and resolve desktop/laptop or printer problems
- Interact daily with client users and network administrators to solve network issues
- Perform rollout duties and reimaging of desktop/laptop units
- Setup, create, and troubleshoot user Notes email and archives
Systems Administrator (Contract)
Graebel Van Lines
04.1999 - 08.1999
- Responsible for computer installations, software/hardware upgrades, and maintenance
- Desktop support on 60+ departmental Win95/NT workstations and windows terminal
- Perform Y2K inventory and remediation on all workstation hardware and software
- Administer Win 95 local area network and perform daily data backup
- Set-up computer training room and conduct introductory computer workshops
Computer Technician (Full-time)
Fry’s Electronics
05.1996 - 04.1999
- Troubleshooted Windows 3.x, Windows 95/98/NT
- In-house desktop support on departmental workstations, demos and printers; audio/video, software, component, and computer department
- Interviewed and trained new service technicians
- Managed daily, eight technicians in service department
Education
Bachelor Degree - Business Finance
Cal Poly State University
San Luis Obispo12.1995
AA Degree - Liberal Arts
De Anza Community College
Cupertino06.1992
Skills
- 15 years experience in helpdesk/desktop/laptop support: 2 year LAN/WAN administration
- Excellent problem-solving and customer service skills
- Strong knowledge of Windows OS (Network design, implementation, support and administration)
- Teamwork and collaboration
- Working knowledge of network protocols and services
- Quickly troubleshoot hardware failures/conflicts and software problems
- Proven experience of supporting users and systems locally and remotely
- Calm under pressure
- Great organizational skills and time management
- Friendly, positive attitude
Certification
- Cisco Certified Network Associate (CCNA)
- Microsoft Certified Systems Engineer in NT 4.0 (MCSE)
- Microsoft Certified Systems Administrator in Windows 2000 (MCSA)
- A+ Certified Technician, Hardware and Software
Timeline
IT Technician – Disconnect\Reconnect (Part-Time)
Proactive Business Solutions
05.2015 - 07.2018
Help Desk Support (Full-Time)
Fragomen Del Rey
04.2013 - 10.2024
Desktop Support Engineer
Robert Half Technology
03.2012 - 04.2013
Desktop Support Engineer(Contract)
Compucom Inc.
11.2009 - 03.2012
Help Desk Support (Full-Time)
BC Networks
03.2008 - 06.2009
Helpdesk Support (Contract)
Robert Half Technology Inc.
08.2007 - 03.2008
Desktop Support Engineer (Full-Time)
Kaiser Permanente
12.2003 - 01.2007
Helpdesk Support (Contract)
Silicon Graphics Inc.
05.2002 - 08.2003
Information Technology Instructor (Contract)
Lanop Corporation
11.2000 - 03.2001
Computer Customer Support (Full-Time)
Versata Inc.
04.2000 - 05.2002
PC Technician (Full-Time)
Kaiser Permanente
08.1999 - 04.2000
Systems Administrator (Contract)
Graebel Van Lines
04.1999 - 08.1999
Computer Technician (Full-time)
Fry’s Electronics
05.1996 - 04.1999
AA Degree - Liberal Arts
De Anza Community College
Bachelor Degree - Business Finance
Cal Poly State University
TECHNICAL EXPERIENCE
- Hardware – Desktop and laptops, Printers, Iphone, Andriod
- Software - Windows OS and macOS, Citrix AppCenter, MSOffice365, Active Directory, Microsoft Edge\Chrome Browser, Email (Outlook, Lotus Notes), Anti-Spyware, McAfee and Norton Anti-Virus, Remote Apps (RDC, Gen Control, Networkview, SimpleHelp, Remote assistant), Reimage Apps (Ancronis backup and reimaging, Ghost Image, Alteris)