Summary
Overview
Work History
Education
Certification
Timeline
Generic

Louis Velazquez

Riverbank,CA

Summary

Dedicated System Engineer with a strong technical background and excellent client service record. Adept at explaining complex technical concepts and processes to clients and non-technical staff in a clear and understandable manner. Able to multitask effectively. Expertise includes installing, configuring, and monitoring complex systems and infrastructures. Offering successful career history comprising more than 18 years.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Systems Engineer – Field Services / Premier Support

E&J Gallo Winery
08.2018 - Current
  • Uses technical knowledge to understand product issues, propose solutions, and execute repairs. Works from specifications to design, develop, test, and modify computer hardware and peripheral equipment, as well as implement and support software operating systems.
  • Provides white glove onsite and remote support for all VPs, C Suite, family members, and their Secretaries. Troubleshooting computer, mobile device, telephony, printer, and network hardware and software issues. Not limited to Windows 10, macOS, iOS, iPadOS.
  • Experience with Remote Desktop, SCCM, TeamViewer, BeyondTrust, Apple Screen Sharing, and Quick Assist remote support tools.
  • Admin experience with Active Directory, Microsoft Intune, Microsoft Azure, Microsoft O365, MDM software such as Apple Business Manager, and Tangoe One Managed Mobility Solutions. Also provided admin support for AT&T, Verizon, and AT&T FristNet cellular providers.
  • Providing network support for all residents of VPs, C Suite Officers, and Gallo family members. Supporting hardware and software such as Cisco Meraki and Netgear Orbi,
  • Provides Level 2 and 3 technical assistance and support to resolve problems related to computer hardware and software use for end users.
  • Troubleshot technology problems and coordinates resolution with appropriate internal groups and vendors.
  • Evaluates, installs, and configures 3rd party utilities to support the operating systems and hardware management.
  • Participates in developing training manuals for the use of new or modified equipment, operating systems, and software. Maintain and contribute to Gallo’s existing knowledge base.
  • Accurately records, updates, and documents requests using the IT service desk system, such as ServiceNow. Performs in compliance with policies and guidelines and within time frames as defined in the team SLAs and/or project requirements.
  • Applies current technology or research, acquires new technical knowledge to complete moderate to complex projects, and may advise others on current issues and designs.
  • Participates in department and interdepartmental project teams and may work cross-functionally to improve organizational processes.
  • Responsible for troubleshooting Help Desk support requests and routing help desk tickets when needed.
  • Maintains satisfactory attendance, including timeliness.

Desktop Support Engineer

California Natural Products
11.2017 - 08.2018
  • Solve a broad range of day-to-day onsite technical issues on network infrastructure and internal desktop systems
  • Setup, configured and repaired all hardware for desktop, laptops and printers
  • Installed, configured and repaired all software for desktops and laptops
  • Active Directory Administrator of Users and Computers
  • Microsoft O365 Administrator (Creating, Removing and Managing users accounts)
  • Knowledge to include the support and administration of Unified Communications Systems to include WebEx, Jabber and TPX VOIP telecommunication devices
  • Ordered, procured and imaged desktop, laptops
  • Setup, configured and repaired software and hardware for mobile devices on and off network, not limited to iPhones, iPads and Blackberry devices. Troubleshoot mobile OS’s to include mail, contacts and calendar issues

Desktop Support Analyst / Remote Support

CompuCom System Inc
09.2007 - 04.2017
  • While working for CompuCom, I supported the Gallo Admin building with years of experience supporting VPs, Executives, and their assistants. I can provide white glove support to all users at any level
  • 4 years of Gallo onsite support and 5 years of remote support for all sales personnel
  • Solve a broad range of day-to-day onsite technical issues on network infrastructure and internal desktop systems
  • Set up, configured, and repaired all hardware for desktops, laptops, and printers
  • Installed, configured, and repaired all software for desktops and laptops
  • Setup, configured, and repaired software and hardware for mobile devices on and off network, not limited to iPhones, iPads, and Blackberry devices
  • Experience with MobileIron MDM in an enterprise environment
  • Knowledge and experience in working with Clearvision and Service Now ticketing systems

Education

Bachelor of Science - IT Business Management

Western Governors University
Salt Lake City, UT
01-2027

Associates - Computer Networking

Institute of Technology
Modesto, CA
01.2002

Certification

  • CompTIA A+, CompTIA

Timeline

Systems Engineer – Field Services / Premier Support

E&J Gallo Winery
08.2018 - Current

Desktop Support Engineer

California Natural Products
11.2017 - 08.2018

Desktop Support Analyst / Remote Support

CompuCom System Inc
09.2007 - 04.2017

Bachelor of Science - IT Business Management

Western Governors University

Associates - Computer Networking

Institute of Technology

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