Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
Generic
Jose Alcala Ornelas

Jose Alcala Ornelas

La Palma,CA

Summary

  • Obtain an IT specialist position to utilize and enhance current IT experience.

Product engineer with proven ability to troubleshoot and resolve any product issues. Demonstrated strong product knowledge to quickly identify and correct problems. Resourceful with focus on prioritizing wide range of tasks while delivering quality support. Poised and professional in stressful and high-pressure situations.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Product Support Engineer

Rovi Corp.
Burbank, CA
03.2010 - 11.2016
  • Experience troubleshooting MS-Dos, Win 9x, Win 2000 Pro, Win 2000 - 2003 Server,Win XP and Vista.
  • Strong analytical abilities including diagnosis, troubleshooting and problem solving.
  • Ability to troubleshoot and repair network related problems.
  • Ability to lift 40- 80 pounds.
  • Good interpersonal and communication skills and customer service skills.
  • Hardware/Software Troubleshooting, procedures and tools knowledge.
  • Recognize common printer problems and techniques used to resolve them.
  • Intermediate-expert MS Office.
  • Responsible for the Day to Day activities for NOC Center.
  • Handling NOC escalations.
  • Working with groups to provide front line support for the company production sites and services.
  • Proactively monitor and troubleshoot production systems to identify discrepancies and potential problems using HP Open View and other monitoring tools.
  • Provide phone/email support to users.
  • Ticket queue management.
  • Training new employee.
  • Support over 600 servers, 30 productions sites, and 10 VPN sites.
  • Bilingual Spanish.
  • Work side by side with the Development team and Quality Assurance team in pre new software launch performance consistency and reporting of inconsistency bugs.
  • Every morning review my ticket/case queue to update case notes along with project time accordingly.
  • Review teams' queue for open cases as to assign cases to myself throughout the work day.
  • Keep consistent technical communication with customers in both Spanish and English via email, conference calls or direct calls.
  • Troubleshoot customers issue at hand via gathering logs from a set top box, IPG server, Showrunner server, RADD server, Impulse server APPS or CS1000 carousel server.
  • Close out my cases once received confirmation from customer the issue at hand has been resolved.
  • Add and update team technical docs in Spanish and English.
  • Troubleshoot customers server and set top box interactive communication for solution to missing guide data.
  • Performed On call 24/7 duty one to two weeks a month as the point of escalation if and when a customer called in with priority one issue after hours.
  • Attended and lead conference calls and in person meetings with customer along with our Rovi Sales Reps and software developer team to discuss product functions and software rollout at customer site.
  • Learned and assisted in writing procedures for our support engineering team escalating a customers case to our software developers team.
  • Translated in house technical documents from English to Spanish accurately to make these technical docs user friendly for our Latin America customer base.
  • Drafted clear technical documentation, detailing product design specifications.

System Analyst

Allergan
Irvine, CA
01.2007 - 03.2009
  • Provide excellent cust.
  • Service when assisting customers over the phone while transferring their call to the necessary service provider.
  • Perform hourly checks of our Windows, Linux and Unix servers, databases, backup programs such as veritas, autosys, dataprotector, citrix servers, rightfax and many other functions we utilize.
  • Troubleshoot and escalate MICROS system’s issues as they developed.
  • Utilize Active Directory and terminal services for various user and Noc Analyst services such as unlocking accounts.
  • Escalate urgent issues quickly and effectively to the proper group and management within a specific period of time.
  • Troubleshooting and assisting various user issues over the phone such as network connectivity, VPN, Server and Cisco Clean Access issues.
  • Perform server landscape recycles of all Unix, Linux and Windows servers we service on a weekly basis.
  • Perform individual server maintenance through commands to check for space or file system issues.
  • Monitor world wide server and website activity through many different monitoring tools such as OVOW, SAP,ITO & NNM then escalate and prioritize when a problem occurs.
  • Assist higher up Tier2 teammates in installing new servers by configuring the Cisco switch, DNS host record, assign it an IP address, image server and install it onto our monitoring tools.
  • Helped Tier 2 teammates combining sever hard disk into our newly imaged servers by utilizing RAID technology’s.
  • Updating and monitoring our ticket system Remedy often throughout my shift to keep each and every ticket updated.
  • Create and send out bulletin boards to all customers when a high priority issue occurs by sending an email in a professional matter explaining the situation and when it is expected to resolved.
  • Collaborate with other techs and management in a weekly meeting to discuss new methods of performing our duties the most effective way possible.
  • Rebooting servers both manually and remotely for our customers.

Desktop Support Technician

Federal Aviation Administration
Lawndale, CA
06.2001 - 01.2007
  • Working side by side with our users to help solve the problem at hand.
  • Troubleshooting software, server, hardware & VPN user issues through phone calls, on site support, email and remote desktop troubleshooting.
  • Imaging new devices such as CPU’s, laptops and servers by using ghost imaging from our master server.
  • Participated in hard drive partitioning, with newly acquired computer’s or hard drives.
  • Utilized hard drive/disaster recovery backup products such as FIRE and NTFS Reader to attempt recovering data for users.
  • Experience with RAID technology when combining several hard disk’s into a high communication used server.
  • Lead for ordering and keeping inventory of property such as computer hardware components, laptops, projectors, printers, fax machine and printer toner.
  • Assisted in periodic maintenance of our Windows, Unix, and Linux servers periodically to prevent memory leaks by installing patches.
  • Configuring and troubleshooting blackberries, PDA’s for The Area Office managers.
  • Troubleshooting all copier, fax machine, printer and scanner issues along with providing them periodic maintenance.
  • Configuring and troubleshooting telephone, telecom, AVand VOIP equipment.
  • Hands on problem solving on programs such as windows XP, Novell, Lotus Notes, Outlook Express, AITS program, Adobe, PCICS and Microsoft office programs.
  • Testing new software and hardware to implement throughout the regional office to make users computer usage more user friendly.
  • Updating our ticket log via Remedy system throughout my shift with any new information available for the ticket.
  • Collaborating with other techs.
  • To understand new concepts thoroughly and help solve major and minor user issues most effectively.
  • Handling major regional office projects such as migrating users to a new network, domain or mail system by backing up users data, creating DHCP pool and new IP Addresses.
  • Provided excellent customer service to users, teammates, customers and management.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Enhanced helpdesk ticketing system, resulting in [Number]% reduction in support call turnaround time.
  • Deployed [Type] devices across multiple facilities, connecting all hardware to central [Type] network hubs for multi-site interconnectivity.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and [Type] policies.

Education

Associate of Science - Science of Business

Cypress CommunityCollege
Cypress, CA
06.2004

High School Diploma -

John F. Kennedy High School
La Palma, CA
06.2000

Skills

  • Program management expertise
  • Field consulting
  • Pre-sales support
  • Project organization
  • Problem resolution
  • Relationship development
  • MS Office

Certification

Microsoft Certified Professional MCP Microsoft Certified Server MCP A + Certified Hardware A+ A + Certified Software A+ Network + Certified Net

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Product Support Engineer

Rovi Corp.
03.2010 - 11.2016

System Analyst

Allergan
01.2007 - 03.2009

Desktop Support Technician

Federal Aviation Administration
06.2001 - 01.2007

Associate of Science - Science of Business

Cypress CommunityCollege

High School Diploma -

John F. Kennedy High School

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Jose Alcala Ornelas