Summary
Overview
Work History
Education
Skills
Timeline
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George (Leo) Cayetano

Triangle,VA

Summary

Computer Engineer with technical and troubleshooting repair expertise. Team player who is flexible, reliable and adaptable to dynamic fast-paced working environments. Initiative to seek out and learn new and upcoming technologies in both computer and mobile systems to provide the fastest and most efficient resolution possible; while maintaining a customer first mentality

Overview

6
6
years of professional experience

Work History

Data Center Ops Analyst

NTTD Ser Fed Govt, Inc
06.2023 - Current
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks primarily Asset Management.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
  • Reduced errors in data entry, instituting rigorous quality control checks.
  • Collected, arranged, and input information into database system (ServiceNow)
  • Managed daily operational workflow (Ticket management)
  • Maintained database systems to track and analyze operational data.
  • Conducted regular reviews of operations and identified areas for improvement in regard to Asset Management

SERVICE DESK TECHNICIAN IV - USAID - Fed/Civ

NTT DATA Services
06.2021 - 06.2023
  • Provided base level IT support to non-technical personnel
  • Identified and solved technical issues with a variety of diagnostic tools
  • Active Directory Management
  • Ticketing System: Service Now
  • Laptop Deployments and Remote Troubleshooting
  • Assisting Corporate and Contract end-users with troubleshooting IT related issues
  • Data recovery/Image deployment of Microsoft Windows Operating systems
  • New User account creation/Departures
  • Google Platform (chat, Email, Hangouts)
  • Inventory tracking of deployable GFE devices
  • Monitored systems in operation and quickly troubleshot errors.

Desktop II Technician, DoS CA/CST

Perspecta
09.2019 - 05.2021
  • Provided solutions to operations issues for users of Windows 7/10 and Microsoft Office/O365, working closely via phone, email, and live chat with end users
  • Removed and replaced malfunctioning components to correct hardware problems
  • Configured hardware, devices and software to set up work stations for employees
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • TASK FORCE operations 24/7 support environment in correspondence to Crisis management
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution

Education

Bachelor of Science - Network Systems Management

DeVry University
Arlington, VA
05.2019

Skills

  • ACTIVE SECRET CLEARANCE
  • Google Suite
  • Analytical and critical thinker
  • Experienced with Windows Operating Systems - 7, 8, 81, 10
  • Remote support
  • Skilled in TCP/IP and WAN
  • Computer Systems Engineer (Hardware)
  • Experience with Windows Servers 2008,2012rt - Active Directory, Users, Groups etc
  • Video/Phone Conference Experience
  • Microsoft Exchange
  • RSA/Two-form Authentication Troubleshooting
  • SCCM & other remote troubleshooting applications
  • Ticketing systems (ServiceNow)
  • Remedy
  • Asset management
  • Microsoft Teams

Timeline

Data Center Ops Analyst

NTTD Ser Fed Govt, Inc
06.2023 - Current

SERVICE DESK TECHNICIAN IV - USAID - Fed/Civ

NTT DATA Services
06.2021 - 06.2023

Desktop II Technician, DoS CA/CST

Perspecta
09.2019 - 05.2021

Bachelor of Science - Network Systems Management

DeVry University

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George (Leo) Cayetano