Miguel Duran
Kissimmee,FL
Summary
Verstatile support specialist skilled handling data, technical issues and personnel support task. With experience in managing data, resolving technical issues, and providing personnel support in a distributed environment, I am a versatile Support Specialist. My self-motivated and attentive approach enables me to excel in interpersonal communication and problem-solving. I have expertise in efficiently handling diverse tasks, ensuring smooth operations and customer satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
MSP Help Desk Support Team Lead
PriorityOne Group
201 State RT 17 N Rutherford, NJ 07070
11.2012 - 01.2022
- Worked on intensive, from the ground up projects, New server builds (VM included), Server racks installation, Firewall configuration, workstation setups. Assisted in over 100 new surgery center builds in the nothern NJ / NYC area.
- Managed the entire network infrastructure for Garden State Urology group (A client of Priority One Group) Main office with 10 servers and 50 workstations (Printers, scanners, Wireless AP and other surgery equipment that would need support from time to time) and 6 satelite offices which were on the same domain. Managed a total of 25 servers (Virtual servers included) and over 200 workstations. Managed their backup disaster recovery system and supported all of their EMR software needs.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Assisted in development of system security protocols.
- Developed and implemented preventive maintenance procedures.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Tested new software and hardware prior to deployment.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
MSP Help Desk Support Managing 70 Different Client
Baroan Technologies
Elmwood Park, NJ
11.2009 - 11.2012
- Provide on-site, off-site, and remote troubleshooting services
- Technical support for numerous business venues throughout NYC and northern NJ using Kaseya management software and Connect Wise ticketing system
- Work in a helpdesk environment, using Kaseya to remotely access workstations and servers to troubleshoot various types of issues
- Work with Agent Procedures, Patch Management, Remote Control, Antivirus installations, and Backup modules
- Worked exclusively on Sonicwall firewalls
- My work included initial setups, configuration of adding port forwarding, NAT translation and VPN setup
- I managed several backup solutions, such as Symatnec Backup Exec, Symantec Backup Exec System Recovery, Shadowprotect for BDRs
- Monitor workstations and servers through alerts received from the Kaseya platform
- Logged my time spent on help desk calls and other troubleshooting work in Connectwise platform
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
Sales Associate
Home Depot
Hackensack, NJ
04.2008 - 06.2008
- Assist customers with their purchases
- Assist clients carrying their purchases to their cars
- Inventory Control
- Responsible for maintaining a clean and safe environment.
Sales Associate I Cashier
Toys R Us
Paramus, NJ
09.2007 - 06.2008
- Assist customers with their purchases
- Ensuring that all transactions were entered into the register accurately
- Maintain the sales floor
- Inventory Control
- Assist Manager with opening and closing the store.
Customer Service Rep.
Sirius Satellite Radio
Santo Domingo, DR
06.2005 - 09.2007
- Assist customers with phone calls, activate radio, troubleshoot, conflict resolution, process payments, Sales, and database account entries for statement information.
Education
Intensive System Administrator Program -
Lincoln Technical Institute
Paramus, NJ10.2009
Skills
- Windows XP
- Windows 7
- Windows Server 2008
- Shadowprotect for BDRs
- Microsoft Office
- Experience with Active Directory
- Configuration of Routers, switches and Firewalls
- Troubleshooting Lan/Wan issues
- VPN configuration
- NAT policy configuration
- Printer, Scanner installation
Certification
- Windows XP: 70-270 MCP
- Windows 7: 70-680 MCTS
- Certified Sonicwall Security Administrator: CSSA
- CompTIA A+: 220-602 -IT Technician,CompTIA A+: Essentials 220-601
- Windows Server 2008 Active Directory Configuration: 70-640
- Windows server 2008 Networking: 70-642
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
MSP Help Desk Support Team Lead
PriorityOne Group
11.2012 - 01.2022
MSP Help Desk Support Managing 70 Different Client
Baroan Technologies
11.2009 - 11.2012
Sales Associate
Home Depot
04.2008 - 06.2008
Sales Associate I Cashier
Toys R Us
09.2007 - 06.2008
Customer Service Rep.
Sirius Satellite Radio
06.2005 - 09.2007
Intensive System Administrator Program -
Lincoln Technical Institute