Raul Coto
North Bergen,USA
Summary
IT professional with over 12 years of experience in technical support and Windows administration, excelling in diverse corporate environments. Demonstrates strong diagnostic skills, consistently resolving issues independently while minimizing escalations. Known for outstanding customer service and the ability to collaborate effectively with all levels of management. Committed to professional development and contributing to team success through motivation and a strong work ethic.
Overview
23
23
years of professional experience
Work History
FRANKLIN TEMPLETON INVESTMENT
New York, NY
05.2023 - Current
- Company Overview: Is a Privilege and great Responsibility working for this Investment Firm a White Glove User Support, providing High level of Service in the Technical World bringing resolution to their daily hurdles and challenges that Technology Can surprise us with
- Supporting Employees one at one and Remotely on a daily basics
- Working on tickets and Projects
- Imaging Laptops and Workstations
- Dealing with Windows auto pilot devices
- Setting up Hand held Devices
- Working with Service Now Ticketing System
- Microsoft Azure auto pilot device Enrollment and Management
- Active Directory configurations and Users Support
- Experience in Global Protect VPN
- Working with OKTA Security Identity cloud
- Troubleshooting Applications
- Supervising and Maintaining all Hardware and Software-
- With Logic Tech systems on Conference Rooms
- Daily check-ups early Mornings before Meetings take place-
- Helping, Assistant, Supporting Employees and Clients during meetings
- 365 Management and Support
- Working together with other teams to deliver Resolutions
- Experience on Cloud based video conferencing such as-
- Microsoft Teams and Zoom Applications
- Maintaining Computer Systems and Networks -
- Patches, Updates, Upgrades, configurations
- Escalating Issues and SLA Tickets with proper procedures
- Working with Beyond Trust remote access application
- Acting as a single point -of-contact for Managing and Assistant the
- Network Team on technology Services and Installations
- Server Room Upgrades, Updates and Physical Structure
- Creating Documentation for better Productivity and Efficiency
- Following Proper steps to Escalate Incidents to corresponding teams
- Regularly Monitors Computer Systems for potential security Threats
- Administer all Aspects of Microsoft Azure cloud Platform Support for-
- Devices, Systems, User Accounts, Decommissions and maintenance
- Understanding and Configuring Bit-Locker Encryption
- Provide Users with Information on Available Updates and changes on-
- Our Systems and Applications for better Productivity
- Installing all kinds of Hardware Such as Monitors, Laptops, Cameras-
- Workstations, Printers, USB & Bluetooth Devices etc
- Repaired Emergency Network, WIFI and any application Issues-
- To avoid any Information or Data loss
- Supporting all Users on the trading floors on all their-
- Systems Applications, Hardware and Software needed
- Setting up Devices, Installing equipment, Hardware, Peripherals etc
- Managing Windows Imaging for all Laptops and Desktop
- Troubleshooting all Aspects of Windows systems and Issues
- Constantly keeping myself updated with Documentation, and changes on-
- All Technology to better help our Employees
- Is a Privilege and great Responsibility working for this Investment Firm a White Glove User Support, providing High level of Service in the Technical World bringing resolution to their daily hurdles and challenges that Technology Can surprise us with
HCLTECH / PPL ELECTRIC
03.2022 - 05.2023
- Company Overview: HELP DESK & APPLICATIONS SUPPORT L1/L2/L3
- Supporting and Assistance Users on a daily basics
- In a High Security and Compromise Environment
- Working with ticketing system Cherwell Service Management
- Cooperating with other Teams on L1/L2/L3 INCS
- Assistance to Users with their Applications problems
- Supporting MS Windows Platform
- Working daily on INCS
- Priority Response on SLA tickets
- Supporting Active Directory Users and Groups
- Managing Systems Vulnerabilities in Qualys
- Dealing with updates and Patches
- Working with SRS Security Request System
- By Managing credentials and accesses
- Managing SEP Symantec End Point
- Assistance with Office 365 products
- Dealing with Network Issues
- Remote Assistance and Access Control
- Joining Teams on investigation to resolve an specific Issues
- Managing more than 10k workstations via Cherwell System
- Managing, Installing and Uninstalling if needed more than 200
- Applications that Users work with on this Environment
- Escalation of Issues with Proper Documentation and follow through
- Provide Licenses for products and Applications
- Proper Review of Documentation for Sharing or Storage
- Working with ZSCALER VPN- NET MOTION-
- Supporting Citrix and VD
- Dealing with Network and WIFI Connectivity
- Also Supporting clouding applications
- Troubleshooting Incidents that cause mass disruptions
- With the proper Teams and follow directions
- P1 and p2 situations-
- Power Outages disrupting Services on many Levels, Applications -
- Access to Accounts, Network Connections, Devices not being seeing-
- In AD, Unable to see platforms and services, critical data being compromised, this is just a few examples of addressing when
- Major events occur that need to be address
- Escalating Issues to another team with proper Documentation and detail
- Managing, Updating and Upgrading Windows Platforms
- Working with Applications such as- Share point, Oracle Client, Field Smart
- Office 365, Teams, Zoom, Process Book, Pi-data link, Cisco Any connect, Cascade, CYME, EU Rating, Visual Basics, Adobe, Symantec
- Citrix Workspace, Microsoft Power BI, Auto Cad, Inventor, MDT Docs
- Case ware, data bases, and many more Applications just to mention a few
- HELP DESK & APPLICATIONS SUPPORT L1/L2/L3
Help Desk Support
Bridge Investment Group NY
09.2021 - 02.2022
- Remote and Proximity one on one support
- Windows troubleshooting Issues and relative problems
- Equipment installation and setup-such as Monitors, Scanners
- Printers, Laptops, UPS Backups, etc
- AV Support- on all equipment and Software dealing with
- Skype, Microsoft Teams, and Zoom
- Setting up and monitoring all Meeting Rooms
- Applications Support, Troubleshooting and Fixing
- Using Active Directory to create Accounts, deleting users
- Resetting passwords, creating Groups and more
- Dealing with Hand held devices such as Android and I phones
- I pads, Samsung Tablets, HP Tablets, and others
- Microsoft 365 support- Creating Accounts, Emails
- Troubleshooting, fixing and correcting all aspects of Word
- Outlook, Access, Power point etc
- One Drive backing cloud structure
- Virus software installation and Support
- Network connectivity Issues
- Remotely support to users in house or other locations
- Preparing, setting up Desktops and laptops for new users
- Updates, patches, firmware on Windows and multiple applications
- Bit locker encryption setup and manage
- Working with different applications
- Windows accounts – creating, deleting, given rights to users
- Keeping Inventory of all equipment in and out of it DPT
- VPNS management and installation for users working abroad and at home
- Hardware support on all equipment, dealing with vendors and contractors
Technology Systems Engineer
Care One LLC
Fort Lee, NJ
09.2020 - 08.2021
- Company Overview: CARE - ONE is a Healthcare Home Company with Many Locations around the USA
- Support to Corporate Locations and Users in all facilities
- Face to Face, Remote, and via Telephone Assistance
- Windows and Kodiak System Platforms Interactions, connections
- Synchronicity for Users to be able to launch their applications
- Application deployment, Testing and Troubleshooting
- Imaging Laptops and Desktop using DMT tools
- Installing complex applications and configuring them-
- For Nurses and Corporate people to work with
- Resetting passwords, creating and deleting accounts
- Managing Kodiak portal to manage Settings-
- For all devices in all locations to have not only an inventory
- But to have control over them for better Service
- Setting up I phones and android devices for users
- Troubleshooting hardware for all equipment
- Working with Windows 7 and 10 as well in all aspects-
- Such as fixing problems, installing devices, printers
- Dealing with third party software, Updates, patches
- Preparing and Installing dell and Wyse dumb terminals
- For users and other staff for all locations of Care one
- Working with office 365 setting accounts, Skype
- Installing switches, hubs
- Routers, WIFI Devices, and others
- Helping users Remotely with Windows 10, or Kodiak
- Preparing Chrome Books Laptops with accounts and other apps
- Working with BITLOCKER and SYMANTEC encryption
- CARE - ONE is a Healthcare Home Company with Many Locations around the USA
IT Tech Engineer
CAREPOINT- CHRIST HOSPITAL
Jersey City, NJ
01.2020 - 07.2020
- Support all Equipment applications and systems for the medical Christ Hospital
- Technical support on hardware and software
- One on one support with more than 200 users
- Support on many medical applications and programs
- Diagnostics and troubleshooting on Windows XP/7/8/10
- Hands on Desktops, laptops, other devices
- Setting up phones /I phones/ Samsung for users
- Dealing with ticketing system
- Meeting projects on time such as updates, system updates-
- Medical application updates, firm wares, Upgrades, Patches
- Hands on printers like HP, Brother, and Ricoh printers
- Working on other devices such as scanners, special data-max medical-
- Label printers, and other devices that the medical field required
- Setting up meeting rooms for Doctors, Managers, Field experts
- Support on viruses, infiltrations, hacks, Spyware, Fishing emails
- Running patches, updates, to all Microsoft products
- 365 Microsoft installations and configurations for all users
- Installing and setting up network printers
- Working with switches, hubs, routers, Racks ,Cable cat 6/5 , Connection, DVI, HDI, VGA, special adapters-
- Patching and terminating cat 6/5
- Understanding and troubleshooting applications such as-
- MEDITECH, EC, HEALTHTOUCH, AVASYS System
- Centricity , Quick-books, SKYPE, MS Office
- Data production, EM, INFINIT PACS
- EMR, ECW, SETNTINAL ONE
- Microsoft System Center SCCM
- Track IT System
- One Drive setup, install, and backing up data
- Work with Active Directory creating accounts, users, passwords-
- Reset, removing users, and more
- Migration from Windows 7 to Windows 10
- Deploying Equipment to offices and locations
- Worked on equipment and Systems in the Pharmaceutical area
Senior Field Tech Engineer
CPR COMPUTER SERVICES
New York, NY
01.2006 - 11.2018
- Technical support on hardware and software more than over 100 type of businesses and environment
- In charge of many contract accounts and Responsible for trouble-shootings, repairing and correcting Problems on hardware and software
- Provided remote technical support in applications, programs, third party software, hardware, email
- Updates, Patches, Setting up accounts and information systems
- Worked with staff in the Merging of Microsoft Systems from one version of windows to another
- Provided also technical support out in the field on hardware and software and peripherals, responding to
- Emergency calls requested by users and their needs
- Provide Remote VPN troubleshooting and connectivity support for end users
- Assure hardware and software agreement with all internal policies and procedures
- Troubleshoot I phone, black berries, smart phones android system
- Password Resets and User login error issues modify through Active Directory
- Solved Issues with systems infected with high risk viruses and spyware
- Experience and worked with different type of applications for many programs according to their field
- Perform proper maintenance of desktops, laptops and peripherals
- Worked on Data Centers in many different Units
- Worked on trading rooms in deploying Desktops, applications and Network settings
- In charge preparing new Desktops, Laptops of many brands for Users
- Removed Network viruses and infiltrations on security systems and Desktops
- Data Recovery and restored
- Quick-books installations management and restore of data and profiles
- Outlook PST recovery and Microsoft exchange setup
- Worked on Data Centers equipment cloud domains
- Knowledge of Data storage systems hardware of many models and units
- Solved issues and conflicts on applications and programs
- 12 year experience on laptops disassemble, peripherals, hardware issues and software related
- Setup new offices/ ran cables cat 5/6, installed and computers and configured
- Network and Desktop infrastructure support
- Extra plus skills- expert on HP color and black and white printer hardware and software
- Provided assistance and many technical areas to more than 1000 users
- Understanding in voice over IP communication
- Also was in charge of the laptop part of the business/ disassembling, updating, repairing, and software
- Needs, reloading, and backing up data
- Type of businesses supported; Architects businesses, law firms, schools, designers, medical offices
- Banks, restaurants, fashion companies, toys departments, investments firms, and many more
- Mac experience- setup up labs for students deleted and created profiles, reloaded applications such as Photoshop, upgraded, updated Systems as Mavericks, Yosemite, El Capitan, Sierra, High Sierra, just to mention a few
- Setup network printers and share files for distributions, replace hardware parts as well such as hard drives, memory, main board systems, created images and back up data
- Cleaned viruses
Hudson County Community College
01.2002 - 01.2006
- Manage and maintain school labs software and hardware for student needs
- Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; make repairs and corrections where required
- Upgrades on windows 95/98 on every lab and office staff
- Provided telephone-based technical support for clients, going on-site if necessary
- Provided support for all hardware/software related issues
- Installed/configured and deployed all Microsoft Office applications
- Managed, installed, configured, monitored and troubleshoot Symantec and McAfee Antiviruses
- Replaced and ran network cable rj45 cabling for Ethernet Networks
- Network Printer configurations
- Replace hardware equipment on site/ labs and offices
- Worked with IT team in new technology to better service the student campus
Education
Computer Network Systems and Technology -
DEVRY UNIVERSITY
01.2003
Hardware tools and peripherals -
COMPUTER LEARNING CENTER
01.2000
Skills
- Hardware and software
- Video conference setups
- Imaging
- Deploying and installing Desktops
- LAPTOPS
- Tablets
- Dealing with switches
- Hubs
- Routers
- Racks
- Cable cat 6/5
- USB connections
- DVI
- HDMI
- VGA
- Special adapters
- Patching and terminating cat 6/5
- Understanding and troubleshooting applications
- MEDITECH
- EC
- Health-touch
- AVASYS
- Centricity
- Quick-books
- Skype
- MS-Office
- Data production
- EM
- INFINIT
- EMR
- ECW
- SENTINAL ONE
- Active Directory
- Microsoft System Center SCCM
- Track IT System
- One Drive setup
- Install
- Backing up data
- Installation
- Configuration
- Troubleshooting of Windows Server 2003
- 2008
- 2012
- 2016
- Windows
- XP
- Vista
- 7
- 8
- 10
- Microsoft Office 2003/2007/2010/2012/2016 suite
- Symantec Ghost
- Symantec PC Anywhere
- Virtual PC
- Apple Systems
- Microsoft Exchange
- Remote access Software
- AUTOCAD
- SHOWMYPC
- LOG-ME IN
- Backup system
- Cloud software
- McAfee security
- Antivirus
- Microsoft outlook
- Exchange server
- Acer
- Desktops
- Peripherals
- Troubleshooting
- Photoshop
- All Microsoft products
- Printer
- Type
- Ethernet
- All Microsoft
- Printers
- Upgrades
- Apple
- Fashion
- Access
- Ghost
- Exchange server
- Raid
- Video Backup
- Hard Drives
- RAM
- VPN
- Tape Backup
- Help desk
- Microsoft Office
- Repairs
- Cables
- HP
- Office applications
- Repairing
- Voice over IP
- Cable
- HP LASERJET Printers
- MS Office
- Routers
- Windows Server
- Cabling
- HP servers
- Office
- Scanners
- Wiring
- Cat 5
- Hubs
- Servers
- Word perfect
- Cat5
- IBM
- Outlook
- Switches
- Color
- IDE
- Symantec
- HARDWARE
- Windows 95
- Tax
- Hardware
- Information systems
- 98
- Technical support
- Investments
- Windows XP
- MS office
- Good Telephone Etiquette
- Cultural awareness
- Microsoft office
- Planning
- Organization and time management
- Written communication
- Organization
- Computer skills
- Multitasking Abilities
- Supervision and leadership
- Maintenance & repair
- Collaboration
- Teamwork and collaboration
- Customer relations
- Interpersonal communication
- Verbal communication
- Flexible and adaptable
- Self-Directed
Timeline
FRANKLIN TEMPLETON INVESTMENT
05.2023 - Current
HCLTECH / PPL ELECTRIC
03.2022 - 05.2023
Help Desk Support
Bridge Investment Group NY
09.2021 - 02.2022
Technology Systems Engineer
Care One LLC
09.2020 - 08.2021
IT Tech Engineer
CAREPOINT- CHRIST HOSPITAL
01.2020 - 07.2020
Senior Field Tech Engineer
CPR COMPUTER SERVICES
01.2006 - 11.2018
Hudson County Community College
01.2002 - 01.2006
Computer Network Systems and Technology -
DEVRY UNIVERSITY
Hardware tools and peripherals -
COMPUTER LEARNING CENTER
Similar Profiles
BANSI GANDHIBANSI GANDHI
Risk-analyst at Franklin Templeton InvestmentsRisk-analyst at Franklin Templeton Investments
ARPITA VIJAY DAMERAARPITA VIJAY DAMERA
Procurement Analyst at Franklin Templeton InvestmentsProcurement Analyst at Franklin Templeton Investments
Manasi Bhushan SukenkarManasi Bhushan Sukenkar
Assistant Manager at Franklin Templeton Asset Management India Pvt Ltd.Assistant Manager at Franklin Templeton Asset Management India Pvt Ltd.