Normand Echeverry
Melbourne,FL
Summary
Experienced IT help desk professional with strong technical skills and a proven track record of resolving complex technical issues eciently. Exceptional problem-solving abilities and excellent customer service skills.
Overview
30
30
years of professional experience
Work History
IT Field Support Technician
Healthfirst
Melbourne, Florida
10.2024 - 02.2025
- Scheduled routine maintenance activities such as disk defragmentation.
- Provided training to end-users regarding how to use newly installed software applications.
- Implemented antivirus solutions to protect against malicious code threats.
- Installed and configured computer hardware operating systems and applications.
- Created user accounts and managed user profiles in Active Directory environment.
- Resolved software related issues on both desktop and laptop computers.
- Carried out research into emerging technologies in order to recommend upgrades or replacements.
- Troubleshot network connectivity problems for local and remote users.
- Collaborated with external vendors when necessary to resolve complex technical issues.
- Assisted with server administration tasks such as patching, upgrades.
- Provided technical support to users with diverse range of IT issues.
Network Operation Center Technician
L3Harris
Melbourne, Florida
06.2024 - 09.2024
- Implement solutions that allow remote access to corporate networks from outside locations securely.
- Resolve hardware and software related problems reported by users via phone or email.
- Monitored server performance metrics such as CPU utilization, memory usage, disk space availability.
- Perform routine maintenance on network equipment to maintain optimal performance.
- Troubleshoot network issues and ensure resolution for customers.
- Configure and install various network devices and services.
- Conduct quality assurance checks on all new configurations prior to deployment.
- Test new software applications before deployment into production environment.
- Maintain accurate documentation of all changes made to the network infrastructure.
- Create user accounts and configure access rights according to customer requirements.
- Coordinate with vendors for installation and troubleshooting of hardware components.
- Investigate any suspicious activity detected within the corporate networks.
- Ensure that the latest security patches are installed on all servers in a timely manner.
IT Help Desk
RGNext
Patrick Space Force Base, USA
06.2023 - 05.2024
- Collaborated with team members to resolve technical challenges efficiently and effectively
- Provided technical support for hardware and software issues for end users
- Troubleshooted network connectivity problems and assisted with remote access solutions
- Created and maintained documentation for IT processes and procedures
- Collaborated with cross-functional teams to implement new technologies and improve processes
- Conducted software installations, upgrades, and system configurations for optimal performance
- Managed IT helpdesk tickets and resolved issues efficiently within established SLAs
- Assisted users with troubleshooting technical issues and provided timely solutions
- Provided timely troubleshooting and resolution for software and hardware issues
- Conducted software installations and upgrades for various operating systems and applications
- Diagnosed network connectivity issues and escalated to appropriate departments as needed
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Identified needs of customers promptly and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Conducted testing of software and systems to ensure quality and reliability.
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Recognized by management for providing exceptional customer service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Technical Support Specialist
Manpower
Melbourne, USA
01.2020 - 01.2023
- 3+ years of experience processing mortgage applications and ensuring data accuracy
- Proficient in reviewing income and credit documents for loan approval
- Skilled in communicating with clients, underwriters, and loan officers
- Familiar with loan programs, regulations, and providing excellent customer service
Mortgage Processor
Source Point
Melbourne, USA
01.2012 - 01.2019
- Developed and maintained strong relationships with clients to effectively sell insurance policies
- Met and exceeded monthly sales targets by utilizing strong communication and negotiation skills
- Conducted thorough needs assessments to recommend appropriate health insurance options to clients
- Acquired in-depth knowledge of various health insurance plans and industry regulations
LCPL/3531 Motor Transportation/3534 Semitrailer Refueler Operator
United States Marine Corps
, USA
04.1995 - 04.1999
- Operated various military vehicles, including trucks and Humvees, in tactical environments
- Conducted regular maintenance and inspections to ensure optimal vehicle performance and safety
- Transported personnel and equipment to various locations through challenging terrain
- Demonstrated proficiency in navigating and adhering to military protocols and procedures
Education
Bachelor's Degree - Business Administration
Eastern Florida State College
Melbourne, Fl01.2016
Associate Degree - Internet Communications
New England Institute of Technology
Warwick, R.I.01.2001
Skills
- DevOps Administration
- Vulnerability Assessment and Penetration Testing
- Deployment Pipelines and DevOps Toolchains
- Test Strategy Planning and Implementation
- Risk Evaluation
- DevOps Architecting
- Change Management
- Incident Management
- Audit
- Data Loss Prevention (DLP) Controls
- Data Handling
- Data Normalization
- Log Ingestion and Analysis
- Requirements Gathering
- Prototyping
- Critical Thinking
- Problem-Solving Skills
- Network Vulnerability
- IT Infrastructure Security
- Active Directory
- Wireless / Virtual Private Networks
- STIG Compliance
- Microsoft System Center Configuration Manager
Languages
Spanish, Advanced
Certifications Courses
- CompTia Security Plus
- Certified Ethical Hacker
- A.W.S. Cloud Practitioner
Timeline
IT Field Support Technician
Healthfirst
10.2024 - 02.2025
Network Operation Center Technician
L3Harris
06.2024 - 09.2024
IT Help Desk
RGNext
06.2023 - 05.2024
Technical Support Specialist
Manpower
01.2020 - 01.2023
Mortgage Processor
Source Point
01.2012 - 01.2019
LCPL/3531 Motor Transportation/3534 Semitrailer Refueler Operator
United States Marine Corps
04.1995 - 04.1999
Bachelor's Degree - Business Administration
Eastern Florida State College
Associate Degree - Internet Communications
New England Institute of Technology