Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
Generic

JOSE ALCALA ORNELAS

La Palma

Summary

Obtain a specialist position to utilize and enhance current experience. Team Player Practice hands-on experience with all classes of PC compatible computer systems, from 8088 through Dual Xenon, and peripherals along with win 7 and Apple systems. 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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals while sharing experience and training any staff when needed.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Parts And Sales Manager

AutoZone
04.2022 - 05.2025
  • Always deliver exceptional customer service.
  • Support store managers to drive store execution and performance.
  • Maintain an engaged, productive store through personable strong leadership.
  • Demonstrate initiative and leading by example.
  • Support store manager in the overall operation of the store to include retail/commercial management, supervision and policy implementation.
  • Assist in employee staffing, training and personal development.
  • Inventory management.
  • Demonstrating customer service leadership and training.
  • Maintain satisfactory performance by consistently progressing and sharing training material with team.

Chromebook Deployment Lead

CompuCom/Robert Half
04.2021 - 06.2021
  • Unbox and review chrome books to be deployed.
  • Run tasks meeting every morning with team to coordinate daily tasks.
  • Assist teammates when and if issues or questions come up.
  • Coordinated with schools’ staff at end of each day progress of student’s chrome books.

Owner

Alcala Auto Restore&Fix Auto
01.2018 - 12.2020

Product Support Engineer

Rovi Corp/Now Tivo
03.2010 - 11.2017
  • Work side by side with Development team and Quality Assurance team in pre-new software launch performance consistency and reporting of inconsistency bugs.
  • Every morning review 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 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 cases once received confirmation from customer 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 customer's 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.

System Analyst

Allergen Pharmaceutical
08.2007 - 03.2009
  • Provide excellent customer 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 worldwide 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 be 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

FAA Western Terminal Area Office
06.2001 - 12.2006
  • 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 CPUs, laptops, and servers by using ghost imaging from our master server.
  • Participated in hard drive partitioning, with newly acquired computers 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 disks 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, PDAs 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, AV, and 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.

Education

AA Degree - Science of Business Management

Cypress Community College
01.2004

High School Diploma -

John F. Kennedy High School
01.2000

Skills

  • Customer Needs Assessment
  • Project Management
  • Systems Analysis
  • Documentation and Reporting
  • Technology Implementations
  • Work Planning and Prioritization
  • Documentation Management
  • Customer Service
  • Data Analysis
  • MS Office

Certification

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

Accomplishments

  • Documented and resolved [Issue] which led to [Results].
  • Achieved [Result] by completing [Task] with accuracy and efficiency.

Languages

Spanish
English

Timeline

Parts And Sales Manager

AutoZone
04.2022 - 05.2025

Chromebook Deployment Lead

CompuCom/Robert Half
04.2021 - 06.2021

Owner

Alcala Auto Restore&Fix Auto
01.2018 - 12.2020

Product Support Engineer

Rovi Corp/Now Tivo
03.2010 - 11.2017

System Analyst

Allergen Pharmaceutical
08.2007 - 03.2009

Desktop Support Technician

FAA Western Terminal Area Office
06.2001 - 12.2006

AA Degree - Science of Business Management

Cypress Community College

High School Diploma -

John F. Kennedy High School

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