Roman Alvarado
Albuquerque,NM
Summary
Experienced network and computer systems manager with a track record in troubleshooting, software installation, and IT infrastructure maintenance. Recognized for exceptional problem-solving skills and optimizing system performance. Proven ability to implement security measures for data and network protection. Achieved significant enhancements in system reliability and user satisfaction through strategic planning and effective communication.
Overview
19
19
years of professional experience
1
1
Certification
Work History
System Administrator II
Department of Homeland Security
Santa Fe, NM
12.2023 - Current
- Configured and maintained system hardware, software and network components.
- Monitored system performance to ensure optimal operations and identified potential issues.
- Identified and resolved application errors, delivering exceptional technical support to end-users.
- Implemented security measures such as firewalls, antivirus programs.
- Provided expert advice on system administration procedures.
- Deployed operating systems upgrades and security patching in accordance with IT policies.
- Successful resolution of complicated problems in adherence to service level expectations.
- Managed inventory of servers, laptops and desktop hardware assets.
- Worked collaboratively with different departments to develop and implement effective strategies for various initiatives.
- Collaborated with third-party vendors in incident resolution and service provisioning.
- Set up user accounts, permissions and passwords and defined network policies and procedures.
- Set up, optimized and managed network equipment.
- Implemented and managed VPNs, enabling secure remote access for employees.
- Installed, configured, and updated software and hardware components, ensuring system integrity and compatibility.
- Coordinated with vendors and support teams to resolve technical issues and procure necessary equipment.
- Collaborated with project teams to plan and execute various IT infrastructure projects, delivering results within designated timelines while adhering to allocated budgets.
- Safeguarded systems by effectively administering user accounts, permissions, and access controls to ensure optimal security and compliance.
- Managed and maintained servers across multiple platforms, ensuring high availability and performance.
- Partnered with IT colleagues to design and optimize network architecture, contributing to improved performance and reliability.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
- Submitted recommendations regarding infrastructure overhauls.
- Analyzed equipment performance records to determine need for repair or replacement.
IT END USER SUPPORT SUPERVISOR
STATE OF NEW MEXICO | MILITARY AFFAIRS
01.2022 - 12.2024
- Manage and supervise the personnel and activities with a team of 6 technicians
- Maintain budget and purchasing for contract
- Provide technical support to staff and users
- Oversee installation and maintenance of hardware, software, and network
- Train and guide personnel on IT systems
- Coordinating with vendors and other IT personnel to resolve technical issues and maintain relationships.
IT END USER SUPPORT II
STATE OF NEW MEXICO | MILITARY AFFAIRS
11.2020 - 01.2022
- Image computer in the DL lab
- Replace hardware on classroom laptops and desktops
- Map printers for the classrooms
- Manager computers in active directory
- Maintain the mobile classrooms with the virtual machine admin software
- Are a backup desktop tech for the national guard service desk using remedy ticketing software.
DESKTOP TECHNICIAN
ALLIED DIGITAL (PNM)
04.2019 - 11.2020
- Image and deploy computers
- Troubleshoot and resolve computer issues
- Replace hardware in laptop and desktop computers
- Equipment installs
- Data transfers and backups
- Drive and printer mapping
- Case management for user issues
- Manage users in active directory
- Train new desktop techs
- On call for service desk support after hours
- Back up lead technician that managed a team of 5 employees
- Remote support for end users.
TECH SUPPORT COORDINATOR
VERIZON WIRELESS
05.2006 - 06.2019
- Support tech reps by taking their tech escalations
- Support customer care and technical support in the internal chat engine
- Take tier 3 escalations for customer relations reps, credit negotiations and problem solving for win-win resolutions
- Provided technical support and customer service to both internal and external customers
- Troubleshoot network and device issues, customer education, device setup, and basic home network technical support
- Monitored calls for connection and closings while providing real time feedback
- Filing of various trouble tickets types, delivering different ticket resolutions, and closing follow ups
- Present analysis of projects to center leadership and consultants
- Produce Daily Stats and run service level reporting
- Lead multiple tech related projects.
Education
Security + through CompTIA -
2021 to 2021
Management courses – Interpersonal Communication, 5 choices to extraordinary, Productivity, Leading Change, Presentation Advantage, Increasing Your Emotional Intelligence -
2012 to 2015
Verizon Wireless Albuquerque, NMBachelors in business management -
2009 to 2012
University of Phoenix Albuquerque, NMManagement courses – Interpersonal Communication, 5 choices to extraordinary, Productivity, Leading Change, Presentation Advantage, Increasing Your Emotional Intelligence -
2009 to 2012
Verizon Wireless Albuquerque, NMMCDST /Windows -
2006 to 2007
University of New Mexico Albuquerque, NMA+, Net+, and MCP Windows certifications -
2004 to 2004
Western New Mexico University Silver City, NMSkills
- Project management
- Leadership
- Change Management
- Negotiation
- Reporting
- MS Office/G-Suite
- Data Diver
- Troubleshooting & Problem Solving
- Technical Assistance & Support
- Software & Hardware Systems
- New program installations
- Hardware and software installation
- Vendor coordination
- Active Directory
- Technical specifications
- Server Management
- Equipment management
- Patch management
References
Available upon request
Certification
- Security +
- A+
- Net+
References
References available upon request.
Timeline
System Administrator II
Department of Homeland Security
12.2023 - Current
IT END USER SUPPORT SUPERVISOR
STATE OF NEW MEXICO | MILITARY AFFAIRS
01.2022 - 12.2024
IT END USER SUPPORT II
STATE OF NEW MEXICO | MILITARY AFFAIRS
11.2020 - 01.2022
DESKTOP TECHNICIAN
ALLIED DIGITAL (PNM)
04.2019 - 11.2020
TECH SUPPORT COORDINATOR
VERIZON WIRELESS
05.2006 - 06.2019
Security + through CompTIA -
2021 to 2021
Management courses – Interpersonal Communication, 5 choices to extraordinary, Productivity, Leading Change, Presentation Advantage, Increasing Your Emotional Intelligence -
2012 to 2015
Bachelors in business management -
2009 to 2012
Management courses – Interpersonal Communication, 5 choices to extraordinary, Productivity, Leading Change, Presentation Advantage, Increasing Your Emotional Intelligence -
2009 to 2012
MCDST /Windows -
2006 to 2007
A+, Net+, and MCP Windows certifications -
2004 to 2004
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