Janie Saldana

• In my role as a Field Services Engineer at United Airlines in Houston, Texas, I had the opportunity to work hands-on with a variety of technology equipment, including desktops, and laptops. Support regional airports and all other United Airlines facilities.
• Analyze and resolve hardware issues with various kiosks, printers, and devices.
• Build spare parts & replacement for Kiosk Gen 3 with Filament & Resin 3D printers.
• Diagnoses & Troubleshoot & repair Kiosk Gen 3 devices.
• Experience with United Airlines applications & hardware.
• IMAC (Install Move, Add, Change)
• Experience in Break/Fix. Dell and HP Computers.
• Installation and configuration of Cisco Phones.
• Experience imaging Desktops, Laptops and Kiosk.
• Imaging and backup data and restore.
• Excellent Attitude and Excellent Customer Service.
• United Airline assigned projects to deploy.
• Plan and develop project scope.
• Create and order the equipment and software that is needed.
• Set up, configure, modify, maintain laptops, desktops, mobile devices, printer.
• Monitor project and set deadlines per user requires.
• I possess excellent organization and communication skills and excellent customer service skills.

• List of Projects: Coordinate numerous project at the same time
• Migration of Windows 7.0 to Windows 10
• Assigned daily migration schedules for all branches Desktop Technicians.
• Migrated over a 1000 computers.
• Global Protect
• Allscripts Compliance Advisor PCA Upgrade Updates Windows
• VDI Provisioning of Adobe Acrobat DC & Microsoft Office 365. Check admin console to determine if user is already provisioned for Adobe subscription & Microsoft Office 365 subscription.
• Use ServiceNow catalog item to provision Adobe product and Microsoft Office 365.
• Validation users for the following apps
• Zoom Horizon Plugin
• Cisco Jabber VDI 12.9
• VMWare
• Cisco Jabber 12.9
• Communicating with executives the status of migration
• Scheduled users for migration
• Serving as a point of contact for teams when multiple units are assigned to the same project.
• Time management skills
• Ability to delegate effectively
• Friendly and approachable to users
• Update Excel spreadsheets.
• Zoom
• Track equipment Inventory
• Coordinate hardware repairs with Self Maintainer
• Image Desktops & Laptops
• Remote in to users devices
• Provide computer support to local & remote users

• Various Short-term Projects between October 2019 - June 2020
• Part Time Projects to set up workstations consisting of Laptop or PCs, Dual Monitors, quad monitors for the trading group phone system and basic cabling.
• Heavy engagement with end users
• Followed aggressive workstation installation schedule, meeting all deadlines.
• Ensure successful installation on any hardware or software, and resolved related issues to include Windows 10 configuration.
• Excellent communication skills.

• One Day support for three precinct on election day (May 4, 2019).

Assist in the migration of the Multi-Factor Authentication

• Walk customers through the process of installing the software on their machines and starting up the program for the first time.
• Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem.
• Assume remote control over customers' computers when necessary to resolve problems.
• Install software, printer via Teams (software: Office 365)
• Mobile Device Management for iPhone and Android
• 1. Installed Microsoft Intune Company Portal
• 2. Installed Outlook Supported Office 365 during migration of Window 10 & Office 365

• Provide support troubleshooting service for hardware and software in addition to identifying and recommending new technology solutions.
• Travel to customer sites in order to assess functionality.
• Performed comprehensive migration to new computer and backup data and restore.

• Held security clearance and led IT teams in supporting multiple departments across a large campus.
• Ensured exceptional client service and resolved all issues promptly and professionally to maintain operational efficiency for all projects.
• Supervise three technicians.
• During the Apollo 13 incident I received a call from Ford Aeronautics to be on the standby team when Apollo 13 return back.
• I worked on the voice computers.

• Managed hands-on technical support in response to requests, ensuring that all requests are promptly documented and tracked for swift resolution.
• Setup and troubleshooting of conference room calls and Webex sessions.
• Provided support for Cisco telephony, Cisco VOIP, Microsoft Windows, Active Directory, Microsoft Exchange, and Citrix Xen App.
• Documented all IT policies, processes, and procedures and provided training and orientation for IT systems to ensure thorough staff knowledge of company technology.
• Maintained and repaired Thin Clients and laptops and created new images.
• Salesforce ticket system for processing Help Desk requests.

• Supervised and lead the migration process on user workstations and interviewed users after transfer to ensure successful migration of all applications and settings.
• IMAC Resolved user issues post-migration.
• Tracked and updated the migration project progress on the SharePoint.

• Analyzed trends and patterns in user data to identify areas for improvement.
• Created a database on different servers, models and components to analyze failure rates.
• Generated comprehensive reports to summarize findings.

• Managed all aspects of network operations including desktops, Dell Servers, security, infrastructure (LAN/WAN), and telecommunications systems.
• Designed technology curriculum and provide technical assistance to management teams, staff, teachers and students.
• Implemented a successful Self Maintainer program for HP equipment.
• Reviewed and enhanced existing technologies in addition to recommending new technologies.
• Generated documentation for software licensing, hardware inventory and department budgets.
• Worked with printers, scanners, laptops, desktops, software, security cameras, Sonic Wall firewall, Windows 2003 Server, and all network hubs, switches, and access points.

• Supervise and trained students to support Help Desk and hardware and software.
• Coordinate Summer Boot Camp for Help Desk students.
• Maintain Self Maintainer program for HP, IBM Toshiba.
• Troubleshooting and diagnosing break-fix all computers and laptops.
• Set-up Mac Lab and created images for lab (Ghost experience).
• Perform migrations on user workstations, Laptops to Windows XP.

• Troubleshoot, Installs, break-fix and repair any problems on hardware and software.
• Supported 80 users and Nurses in Windows NT 4.0 Server and Windows 95 environment.
• Maintained Meridian Mail system.
• Set-up Voice messaging for new user, deleted user.

• Supported 6000+ users.
• Configured and installed modems on Vax.
• Provided technical support for all clinic system users.
• Trained personnel, generated monthly reports, monitored performance and free space, designed implemented remote backup procedures; and performed operating system upgrades, including IDX system 7 days per week.
• Completed configuration, purchase and management of a VAX 11/785 System management activities included monitoring performance, troubleshooting.
• Consulted with users to configure and build PC systems installed hardware/software upgrades and patches, and provided troubleshooting and resolution of problems trained end-users.
• Negotiated Service Contracts with multiple college departments.
• Negotiated annual service agreements for X-Terminals.
• Supervised up to 3 field technicians for in-house support and consulting Department for campus.
• Assisted with migration of a Digital Vax 750 and Digital Vax 785 to Alpha System.
• Migrate from Eudora to Lotus Notes and Paradox to Microsoft Access.