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
Windows Server
Active Directory (LDAP) management
Multiple ticketing systems experience
VPN (Virtual Private Networks)
Planned system upgrades
VMWare
Cloud applications
TCP/IP
Enterprise WiFi management
Hardware and software monitoring
SCCM
Work Availability
monday
tuesday
wednesday
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