Eddie Oquendo

· Providing technical support for a wide variety of hardware and software issues, including identifying, researching, and resolving technical problems.

· Exceeding established business SLA's and ensuring timely resolution and communication of hardware requests.

· Analyzing, troubleshooting, and restoring various IT devices, such as PCs, Point of Sales, tablets, network devices, printers, phones, TVs, Wait Time Boards, and Virtual Line systems.

· Monitoring a large array of IT devices to ensure efficiency and proactivity.

· Consulting, completing requests, documentation, and providing follow-up.

· Imaging and deploying workstations throughout the resort and outside locations, as well as removing devices and preparing them for future use.

· Developing and maintaining documentation articles to assist with training future analysts and to address incidents in a timely and efficient manner.

· Running low-voltage data cables through conduits, repairing, terminating, and replacing as needed for POS, PC, and event locations

· Using Service-Now to create, receive, track, escalate and complete incident and request tickets.

· Accessing network switches to flip VLAN ports and gather Mac Address/IP Address/Ports information.

· Managing and sorting IT inventory assets and refurbishing devices to the extent of our parts inventory and abilities or requesting warranty for eligible products.

· Communicating effectively with team members, management, park managers, supervisors, leads, and attendants.

· Providing feedback to management on work objectives and attending meetings to communicate all contributions and issues

· Work to ensure timely resolution and communication of hardware requests.

· Understanding and actively participating in EHS responsibilities by following UO policy, procedures, training, and team member involvement activities

· Collaborating with different teams to achieve restorations of different level incidents/requests.

· Communication with park managers and supervisors, leads and attendants

· System administration for UKG, Accesso, Verifone, AppSpace, TMT, Galaxy, Clarity, AirWatch

· Perform many other duties as assigned.

• Responsibilities include: Maintaining backup library recording and securing media; Laptop and desktop distribution, re-imaging and training; Inventory management; Verizon aircards distribution and inventory; Friendly and accessible help desk support for over 1000 users; Environmentally-conscious disposal/donation of retired equipment; Presentation/Webinar setup and AV support; Active Directory (OUs, account procurement, password resets, account deactivation); Citrix Client install and troubleshooting; Distributing and maintaining fobs/key card security database; Printer/copier installation and troubleshooting; Windows/Allscripts password resetting and unlocking; Microsoft Office 2010 troubleshooting; Laptop encryption (BitLocker, TrueCrypt, Vipre); Site wiring (splicing coax/ethernet cables, terminating patch panels); Software/Application upgrades; VPN Connectivity and troubleshooting (Shrewsoft, Cisco); Support of remote offices (GoToAssist, DameWare); VoIP Phone configuration and diagnostics.