Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
SoftwareEngineer
Gabriel Rebolledo

Gabriel Rebolledo

Computer Systems Administrator - Information Technology
Baltimore,MD

Summary

Driven Systems Administrator with 10 years of experience in software implementation and maintenance. Proven history of managing complex infrastructures and data center operations. Expert in solutions-oriented business application problem-solving and dedicated to providing best-in-class service. Skilled at troubleshooting, communication and collaboration. Flexible with positive work attitude focused on producing results under tight deadlines.

Overview

10
10
years of professional experience
3
3
Languages

Work History

IT Systems Administrator

Acquisition Workforce, INC
Baltimore, MD
05.2020 - Current
  • Contractor for the Maryland State Highway Administration.
  • Configured hardware, devices and software to set up workstations for 600+ employees.
  • Provided Tier 1 and Tier 2 IT support to non-technical internal users through desk side support services.
  • Setup and maintenance of LAN printers.
  • Configuration and management of virtual machines on VMWare Horizon Console.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Created patches and solutions to fix bugs in existing applications.
  • Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
  • Disassembled computers to perform diagnostics, repairs and preventive maintenance.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
  • Conducted remote and onsite testing and troubleshooting for various software for multiple server sets to maintain operational readiness.
  • Spearheaded inventory control measures to replenish and maintain IT equipment, supplies, tools and replacement parts.

Service Desk Specialist

TEKsystems
Catonsville, MD
06.2018 - 03.2020
  • Contractor for The Bureau of National Affairs, Bloomberg.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Handled a daily average of 40 - 80 daily incidents, included but not limited to phone calls, emails, support tickets and remote technical support sessions.
  • Supported new employees' onboarding process (Domain account creation, Active Directory management and software licenses deployment)
  • Supported leaving employees' offboarding process (User accounts deactivation, equipment retrieval, exit interview retrieval and submission)
  • Troubleshooting and installation of software like (but not limited to) WebEx, Salesforce, Salesforce for Outlook, Bloomberg Professional, Microsoft Office suite, Citrix virtual environment, Atlassian suite.
  • Support and troubleshooting of Android and iOS devices.
  • Management and deployment of licenses for tools like Microsoft Office 365 Apps and Microsoft Exchange
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Resolved common user concerns by running test scripts and personal expertise on tools like Windows Command Prompt (CMD) and Windows Powershell.
  • Excellent reading comprehension and research skills applied to specific issues resolution.
  • Train and teach users on how to perform specific tasks, based on the software they are using.

Technical Support Associate

AFFINITY GLOBAL INC
Panama City, Panama
04.2017 - 07.2017
  • Home and business internet technical support
  • Modem and router configuration, onsite technician assistance
  • General telecommunications network knowledge.

Customer Service Agent

SITEL
Panama City, Panama
12.2015 - 04.2016
  • Service agent for a third-party bank, assisting 40+ daily callers with issues regarding in-house products, billing, service, and general concerns
  • Provide accurate bank account information and relevant advice about different products
  • Responsible for fostering a relationship with customers, as well keeping a high level of professionalism to build positive rapport.

Research Analyst

THOMSON REUTERS
Panama City, Panama
12.2014 - 02.2015
  • Researched, compiled, and prepared due diligence reports on entities located in different regions
  • Such reports consisted of background and reputation checks related to social and economic information
  • Conducted media database checks and translations for other offices
  • Interaction with databases such as Lexis Nexis and ATLAS
  • Report elaboration within Microsoft Word, Microsoft Excel and Microsoft PowerPoint.

Client Technical Support Sr. Associate

DELL
Panama City, Panama
03.2014 - 11.2014
  • Help desk support provided to 6 different campaigns, with an average of 30 to 60 calls per day.
  • Delivered positive client service experience according to the industry standards.
  • Troubleshooting knowledge of MS Office Suite (Word, Excel, Publisher, PowerPoint, etc.)
  • Remote support to end-users via LogMeIn and TeamViewer.
  • Active Directory management.

Customer Solutions Representative IV

HP HEWLETT-PACKARD
Panama City, Panama
04.2013 - 02.2014
  • Service desk support provided to end users of a Europe based third-party company
  • Managed 20 to 40 incidents per day.
  • Mentoring and training to new and existing employees.
  • Troubleshoot and use of MS Office Suite (Word, Excel, Publisher, PowerPoint, etc.).
  • MS Outlook and MS Exchange Support.
  • Remote support via LogMeIn and TeamViewer.
  • Active Directory management.

Client Technical Support Senior Associate

DELL
Panama City, Panama
01.2012 - 03.2013
  • Help desk support provided to 6 different campaigns, with an average of 30 to 60 calls per day.
  • Delivered positive client service experience according to the industry standards.
  • Troubleshooting knowledge of MS Office Suite (Word, Excel, Publisher, PowerPoint, etc.)
  • Remote support to end-users via LogMeIn and TeamViewer.
  • Active Directory management.

Education

Associate of Applied Science - Cybersecurity

Community College of Baltimore County
Baltimore, MD
01.2020 - 12.2021

Bachelor of Science - Computer Systems Engineering

Universidad Tecnologica De Panama
Panama City
01.2014 - 01.2017

Skills

    MS Office management

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Work Availability

monday
tuesday
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thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Don't gain the world and lose your soul; wisdom is better than silver or gold.
Bob Marley

Timeline

IT Systems Administrator

Acquisition Workforce, INC
05.2020 - Current

Associate of Applied Science - Cybersecurity

Community College of Baltimore County
01.2020 - 12.2021

Service Desk Specialist

TEKsystems
06.2018 - 03.2020

Technical Support Associate

AFFINITY GLOBAL INC
04.2017 - 07.2017

Customer Service Agent

SITEL
12.2015 - 04.2016

Research Analyst

THOMSON REUTERS
12.2014 - 02.2015

Client Technical Support Sr. Associate

DELL
03.2014 - 11.2014

Bachelor of Science - Computer Systems Engineering

Universidad Tecnologica De Panama
01.2014 - 01.2017

Customer Solutions Representative IV

HP HEWLETT-PACKARD
04.2013 - 02.2014

Client Technical Support Senior Associate

DELL
01.2012 - 03.2013

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Gabriel Rebolledo Computer Systems Administrator - Information Technology