Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

RICHARD GOMEZ

Remote/Hybrid / Wiling To Relocate,CT/NY

Summary

Experienced and knowledgeable information technology professional seeking to contribute training and acquired skills within a senior help desk support role. Well-versed in SAP and Windows Active Directory. Works well independently or in a group setting, providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing customer and end-user help desk support. Easily identifies and resolves technical issues and concerns. Excellent verbal and written communication skills.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Computer Field Technician

WorldWide Tech Services
08.2023 - Current
  • Field Technician resolving onsite hardware repairs and installations on laptop and desktop units.
  • Call volume varies, typically between 4-7 calls per day.
  • Completing hardware part replacements for Dell and Lenovo warranty services.
  • Reliable form of transportation to run these calls.
  • Access to a computer and the internet to log onto your portal daily.
  • Tickets are run Monday through Friday. You must be able to log into your tech portal every workday by 9 am to accept, code (update status), and map out route for your calls.
  • Responsible for contacting your customers and confirming a window to go onsite to complete the service.
  • Parts provided by the manufacturers. They are typically held at FedEx for pick up in the morning. You will be provided with shipping labels and materials to return the removed parts.

Desktop Support

CompuCom Systems Inc.
09.2018 - 05.2023
  • Clients: Cigna Health, Saint-Gobain, Game Stop, CIT Bank
  • Maintained detailed documentation on all issues handled using ITSM systems (Service Now, Jamf Pro or HPService Manger).
  • Troubleshooting computer software, hardware & network/systems issues in an environment with a mix ofPC, MACs & Virtual Desktop thin clients.
  • On-site and off-site support for all technology-related needs.
  • Configuration and troubleshooting of laptops, desktops, telecommunications and printing equipment. andother related technology devices on both MACs & PCs.
  • Provide timely, creative, and alternative solutions to meet business needs.
  • Escalating unresolved issues in a timely manner.
  • Actively share knowledge and help teammates.

IT Consultant

O&R Services
01.2018 - 09.2018
  • Oversee deployment, configuration and repair of network systems, desktops, laptops, telecommunications,and printing equipment.
  • Maintained, updated and supported business LAN network cabling, fiber optics, switches, routers, servers and various network devices.
  • Facilitated workflow, re-allocate resources, decrease project cycle time and ensure attainment ofdevelopment goals.
  • Oversee creation of documentation (Words, Excel, PowerPoint) used as manuals or guides for internalsystems or external reports.
  • Coordinated with third party support service providers for vendor support.

IT Co-Worker

IKEA
01.2010 - 10.2017
  • Responsible for LAN and WAN network operations including all servers and equipment in Server Room;provide 24/7/365 uptime.
  • Ensured business continuity with full responsibility for 100% uptime, full data backup, recovery, and system redundancy.
  • Managed projects (weekly, seasonal and yearly) without impacting the ongoing sales process.
  • Level 1/2 Support - Acted as escalation point for troubleshooting advanced network/systems issues in an environment with a mix of PC & Virtual Desktop thinclients.
  • Established and maintained performance needs & security. Utilizing information to aide in yearly budget plans for ITequipment.
  • Planned and managed the installation process of all equipment. This included 20 Dell Servers, 50 Cisco Routers/Switches, NEC Digital & Wireless Phone Systems, APC Symmetra UPS, Macs, PC's, Laptops, Tablets, Printer, Multifunction Copiers, POS Equipment.
  • Established working relationship with vendors and contractors to better assist in getting sufficient support to help provide developed solution to all projects.
  • Ensured that all server hardware, operating systems, software, and procedures aligned with organizational global standards and strategic business plan.
  • Trained employees across multiple sites & departments on IT security to ensure procedures on how to protect the customer information, company assets and their personal information.
  • Physical onsite support to any of the 7 North East location this includes remote & phone support to any of the other IT Admins at the other 40 US sites.

Network Administrator

West Side Federation For Senior And Supportive Hou
06.2007 - 10.2009
  • Led server infrastructure development, quality assurance, staging and production systems.
  • Managed a network of 16 sites with 350+ clients.
  • Optimized server performance by conducting regular audits, identifying areas for improvement, and implementing necessary upgrades.
  • Installed, setup and maintained Servers at all 16 sites.
  • Setup Domains, Active Directory, DHCP, DNS, Security Policies and Remote Desktop.
  • Setup 3com PoE switches, Cisco IP phones, wireless points, routers, firewalls, bridges, switches, printservers, printers, scanners (scan to file or email) and handheld mobile devices.
  • Maintained HP Servers, Dell Computers & Cisco routers.
  • Implemented custom login/logoff scripts based on user’s AD security setting upon login.
  • Setup and implement different backup solutions utilizing software hardware and off-site storage.

Senior Technical Analyst/Network Administrator

IS Systems, Inc.
02.2005 - 04.2007
  • Installed and maintain proprietary SQL based software, “Resource Tracking”. Managed a team of 4 during all project roll outs of new versions on a bi-monthly average.
  • Supplied complete IT support to various size companies (ranging from 3 users to 100 users with remote sites in the city and across the country). Support onsite, over the phone or remotely using Citrix or remote desktop through VPN.
  • Consulted on software and hardware upgrades and needed purchases.
  • Setup VPN, Active Directory, DHCP, DNS, Security Policies and Remote Desktop.
  • Installed, setup and maintain servers (Server 2003/2000, Exchange, Small Business)
  • Setup video conferencing, wireless points, routers, firewalls, switches, print servers, printers, scanners, timeclocks and handheld mobile devices.
  • Rebuilt networks and servers’ setups to implement new ideas and improved security protocols.
  • Performed data recovery from damaged systems or accidental deletions.
  • Implemented custom login scripts to map drives folders create shortcuts and added printers.

Education

Bachelor of Science - Computer Science

Lehman College of The City University of New York
The Bronx, NY

Skills

  • Clients - Windows OS (XP/7/10), Mac OSX, HP Thin Clients
  • Servers - Windows Server, Exchange, Small Business
  • IT Service Management – ServiceNow, Jamf Pro, BMC Remedy, HP Service Manager Services
  • VPN, DHCP, DNS, Active Directory, Login Scripts, VoIP, VMware Suites - Microsoft Office, Adobe Creative, SymantecEndpoint Protection

Certification

COMPTIA EXAM CERTIFICATIONS

A+ certification (needed for IBM and Dell support) Network+ (needed for IBM and Dell support)

IBM Laptop and Desktop repair certification Dell Laptop and Desktop repair certification

Timeline

Computer Field Technician

WorldWide Tech Services
08.2023 - Current

Desktop Support

CompuCom Systems Inc.
09.2018 - 05.2023

IT Consultant

O&R Services
01.2018 - 09.2018

IT Co-Worker

IKEA
01.2010 - 10.2017

Network Administrator

West Side Federation For Senior And Supportive Hou
06.2007 - 10.2009

Senior Technical Analyst/Network Administrator

IS Systems, Inc.
02.2005 - 04.2007

Bachelor of Science - Computer Science

Lehman College of The City University of New York

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