Oliver R. Munoz
Remote Technical Support
Newton,NC
Summary
IT professional with proven track record in desktop support and technical troubleshooting. Known for efficiently resolving technical issues and ensuring optimal system performance. Reliable team player committed to achieving results and adapting to evolving technological needs. Proficient in hardware diagnostics, software troubleshooting, and customer service.
Overview
26
26
years of professional experience
Work History
Desktop Support Analyst
Stefanini
09.2019 - Current
- Provide 1st level support for ZF Chassis Systems LLC
- Windows 10 imaging and software deployment using SCCM
- Resolve technical problems and answer queries by telephone support of internal customers' computer hardware, software, network, and telecommunications systems
- Diagnose, identify, isolate, and analyze problems utilizing historical database records
- VPN and RSA support
- Data Analysis
- Manage hardware inventory
- Provide handheld scanner support
- Install and maintain network printers
- Support various workstations on the manufacturing floor
- Manage Hardware Replacement
Logistic Technician II
Volt
08.2019 - 09.2019
- Provide logistics management, equipment and spares database management, shipping, receiving, and tracking, and managing an operational spares program
- Perform immediate response activities
- Interact with work process systems such as SAP to conduct shipping and receiving tasks
- Manage large local IT hardware inventories
- Hardware and peripheral storage and accountability
- Lift, handle, and operate parts and equipment greater than 25 pounds in weight
Computer Support Analyst 2
MTA
03.2014 - 05.2019
- Resolve technical problems and answer queries by telephone support of internal and/or outside customer computer hardware, software, network, and telecommunications systems
- Diagnose, identify, isolate, and analyze problems utilizing historical database records
- Knowledge Base Creation, which includes documentation of hotfixes, workarounds, and problem solutions
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, and problems or respond to questions
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Enthusiastically participated in online job-related training to enhance skills and extend expertise in technology
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Installed and updated hardware, software, and applications on Mac and PC devices
Help Desk Analyst
Lockheed Martin Corporation
10.2011 - 12.2013
- Help desk support for Lockheed Martin worldwide
- Password reset, Outlook, and Office suite support
- VPN and RSA support
- IE 8 and Firefox browser support
- SCCM support
- Windows XP and 7 support
- Guardian Edge support
- Blackberry and BES support
- Alert management to recurring problems and patterns of problems
- Advertise predefined software package collections to remediate anti-virus and Windows 7 patches using the SCCM Console
- Provided Tier 1 IT support to non-technical internal user personnel through desk-side support services
- Resolved technical issues by troubleshooting
Help Desk Analyst
Edwards Lifesciences
06.2011 - 10.2011
- Provide 1st level support for the Puerto Rico, Dominican Republic and Brazil facilities
- Password reset, Outlook, and Office suite support
- VPN and RSA support
- IE 8 and Firefox browser support
- SCCM support
- Windows XP and 7 support
- SAP and Teamcenter support
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux, and Mac systems
- Managed customers' expectations of support and technology functionality to provide a positive user experience
- Engaged end users and answered questions via email, phone, website live chat, and forums
ITS Support Specialist
MTA Bridge and Tunnel Authority
08.2007 - 04.2010
- Provide 3rd-level onsite support for the Intelligent Transportation Division and their projects involving transportation management
- Systems include Queue Detection, Weather Systems, Travel Time and EZ-Pass toll collection systems
- Provide 24/7 off-hours support for all the various systems mentioned
- Helped streamline repair processes and update procedures for support action consistency
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Manage Hardware Replacement
- Data Analysis
Lead Deployment and Support Specialist
MTA Bridge and Tunnel Authority
06.2004 - 08.2007
- Provide 3rd-level onsite and remote PC desktop support for approximately, 3000 users at various facilities within a Windows environment
- Write standard operating procedures as well as knowledge base manuals for the help desk and the tech support staff
- Procurement, imaging, and deployment of PCs
- Provide technical support for the software development dept
- For new applications to be tested in various OS environments
- This included testing and reporting any potential flaws of new applications within various OS environments
- Prepare disaster recovery procedures
- Implementation, support, and training of Polycom video conferencing system
- Install and configure network printers
- Maintain inventory of computer equipment
- Assist in server administration
- Provide 24/7 off-hours support
- Removed malware, ransomware, and other threats from laptops and desktop systems
- Helped streamline repair processes and update procedures for support action consistency
- Configured hardware, devices, and software to set up new workstations for employees
- Worked with the software development team on reported errors and bugs on newly released software and assisted in the deployment of release fixes
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, and problems or respond to questions
- Manage Server\workstation Hardware Replacement
- Data Analysis
Consultant
Compuforce
08.2000 - 06.2004
- Provide 3rd-level desktop and network support
- Imaging and deployment of PCs
- Install and maintain network printers
- Provide Microsoft Office technical support
- Provide support for in-house applications
- Help Desk support
- Compiled research data and gave professional presentations highlighting findings and recommended optimizations
- Performed work according to project schedules and established quality standards
- Replaced old desktops and laptops with new devices
- Developed work plans to meet business priorities and deadlines
- Worked closely with software development and testing team members to design and develop robust software and hardware solutions to meet client requirements for functionality, scalability, and performance
Tech Support/Trainer
Computer Professionals of Kew Garden
08.1999 - 11.2002
- Provide training for students preparing for the A+ certification
- Assist other instructors with lab training
- Desktop/Laptop repair and maintenance
- Assisted customers with home PC setup and configuration
- Provided instructional handouts, texts, audiovisual aids, and other materials to facilitate learning
- Provided detailed instruction and role modeling for acceptable social and work-related behaviors
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
Desktop and Network Support
District Attorney's Office Bronx County
06.1999 - 08.2000
- Provide technical support for approximately 1,000 users
- Troubleshoot Hardware and software problems
- Assist the network administrator in the maintenance of NT and Novell servers
- Create and assign rights to new users on NT and Novell servers
- Installing and configuring PCs for new users attached to the network
- Provide technical support for the video conferencing equipment onsite and at various NYPD facilities
- Provide technical 24/7 support for 12 Police precincts in the Bronx using video conferencing equipment
- Install and maintain network printers
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, and problems or respond to questions
- Patched software and installed new versions to eliminate security problems and protect data
- Responded to customer requests via telephone and email and effectively answered questions and inquiries
Education
High School Diploma -
Cacique Agueybana
Bayamon, PR05-1984
Skills
- Technical support expertise
- Active Directory management
- Troubleshooting skills
- End user support
Languages
Spanish
Native or Bilingual
Timeline
Desktop Support Analyst
Stefanini
09.2019 - Current
Logistic Technician II
Volt
08.2019 - 09.2019
Computer Support Analyst 2
MTA
03.2014 - 05.2019
Help Desk Analyst
Lockheed Martin Corporation
10.2011 - 12.2013
Help Desk Analyst
Edwards Lifesciences
06.2011 - 10.2011
ITS Support Specialist
MTA Bridge and Tunnel Authority
08.2007 - 04.2010
Lead Deployment and Support Specialist
MTA Bridge and Tunnel Authority
06.2004 - 08.2007
Consultant
Compuforce
08.2000 - 06.2004
Tech Support/Trainer
Computer Professionals of Kew Garden
08.1999 - 11.2002
Desktop and Network Support
District Attorney's Office Bronx County
06.1999 - 08.2000
High School Diploma -
Cacique Agueybana
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