Felipe Aguilar

• Collaborated with clients to determine need and devise appropriate software and hardware solutions.
• Relocated main office with all of its technology and onsite server room.
• Help design of new server room, networking closets and AV equipment.
• Experience with monthly on-call rotation, providing critical support 24/7/365 with minimal downtime.
• Worked directly with CIO to provide monthly system status and security reports.
• Automated tasks to reduce labor costs and increase productivity.
• Handled scripting tasks for debugging and automation using PowerShell, VBS, CLI.
• Reviewed and analyzed security logs to determine and alleviate network threats.
• Planned and implemented networking and server changes to meet client needs.
• Diagnosed issues by monitoring system logs and quickly repaired flaws to maintain functionality.
• Configured, installed and upgraded MSSQL and MySQL databases.
• Installed, configured, tested and maintained operating systems, application software and system management tools.
• Improved and deployed existing systems including billing automation, accounting, real-time reporting and analytical capabilities.
• Completed technical reviews of existing systems and suggested updates or changes, resulting in better performance, availability and security.
• Resolved issues related to LAN, WAN and voice systems.
• Built and maintained network infrastructure consisting of Windows, Linux and virtual products.
• Wrote and maintained custom scripts to increase system efficiency and performance time.
• Managed and monitored all installed systems for highest level of availability.
• Advocated for aggressive testing and problem analysis for server, desktop and IT infrastructure work.
• Implemented network security equipment, including firewalls, layer 3 switches, and antivirus software for networks supporting 350 users.
• Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation.

• Recruited, trained and supported help desk technicians.
• Conducted in-depth product and issue resolution research to address customer concerns.
• Used PowerShell, VBS and CLI scripting skills to contribute to internal technical tools.
• Managed help desk consisting of 4 employees and conducted performance evaluations.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Assisted customers with product selection based on their needs, proposed use and budget.
• Identified and solved difficult technical issues using a variety of diagnostic tools and tactics.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Documented all transactions and support interactions in the system for future reference and as well as adding to our knowledge base.

• Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
• Provided day-to-day support to system users, educating employees on troubleshooting and problem-solving protocols.
• Completed technical reviews of existing systems and suggested updates or changes.
• Communicated status updates to affected parties when issues arose.
• Reviewed and analyzed security logs to determine and alleviate network threats.
• Manage Nortel Meridian Option 11C phone system.
• Designed proactive preventative maintenance schedules to prevent unnecessary downtime and hardware faults.
• Oversaw file system, storage and other digital asset upgrades while safeguarding data integrity and redundancy.
• Mentored and trained new staff to build highly-productive group of Help Desk Technicians.
• Monitored rack-mount hardware metrics such as temperature, power draw and more to immediately detect faults, failures and vulnerabilities.
• Provided second-level support for all server class systems.
• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
• Automated nightly batch using Active Batch scheduler and created nightly jobs for database backups.
• Spearheaded inventory control measures to replenish and maintain IT equipment, supplies, tools and replacement parts.

• Broke down and evaluated user problems, using test scripts, personal expertise and appropriate questions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Trained and supported end-users with software, hardware and network standards and use processes.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
• Collaborated with vendors to locate replacement components and resolve advanced problems.