Ruben Armas

• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Walked individuals through basic troubleshooting tasks.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Monitored systems in operation and quickly troubleshot errors.
• Provided basic end-user troubleshooting and desktop support.
• Provided on-call support for critical issues related to software and hardware.
• Configured hardware, devices, and software to set up work stations for employees.
• Diagnosed and troubleshot hardware, software and network issues.
• Installed and configured operating systems and applications.

• Administering helpdesk duties in a helpdesk environment where delays or system failures are critical and escalate appropriately to on-call or to management staff during business hours, as well as, on overnight shifts.

• Mission life critical and escalate appropriately to on-call or to management staff during business hours, as well as on overnight shifts.

• Use of a ticketing system prioritizing and implementing workflow in a timely manner, Work in tandem with various departments throughout the hospital to implement repairs and upgrades to current outdated system and applications. Experience diagnosing, troubleshooting, and resolving client issues with hardware maintenance, installations and upgrades.

• Resetting passwords in Active Directory.

• Providing desk side support.

• Perform new build for Sarcom/Chase bank

• Perform Active Directory Migration project for CompuCom/Ameriprise at 3 locations

• Install, troubleshoot, and support Windows 7

• Perform Windows 7 computer rollout to 250 workstations

• Troubleshoot and resolve issues with MS Office

• Perform eMar software rollout. Helpdesk Analyst (Electronic Medication Administration Records)

• Provide desktop/laptop support for various customer

• Reimage PC's, transfer files, install and re-install, set up wireless networks, installing hardware and software and providing support for various software including off the shelf applications

• Install virus protection, Anti spyware and malware virus protection

• Treat various PC's and laptops that were infected with malware viruses and clean-up programs by uninstalling applications and hardware then reinstalling applications and clean hardware

• Install memory, mother boards, new CD Rom's DVD's, Hard Drives

• Provide technical Desktop support for internal users in a fast paced customer service environment.

• Monitor and manage the Service Centre trouble ticket queue.

• Handle 150 plus tickets per month and distribute them to the techs.

• Coordinate and implement desktop hardware/software installation projects and resolved problems related to the implementation of Active Directory to the Desktop.

• Troubleshoot and resolve technical issues with Windows XP.

• Tested Windows 7 on several workstations for rollout.

• Troubleshoot and resolve technical issues with MS Office 2000

• Conduct systems analysis, troubleshooting, and customer support

• Utilize Symantec Antivirus and Norton Ghost

• Update and set up POS systems.

• Install new computer and peripherals.

• Executive support with break/fix and new installs.

• Image and prep new systems for deployment using Norton Ghost.

• Install and configure Symantec Anti-Virus and Mcafee Anti-Virus software.

• Run daily and monthly reports for all refresh computers

• Report to upper management on all issues related to any ongoing problems.

• Improve total output by about 80% for the refresh team and about 75% for the Break/Fix and New Install team.

• Supervise and train a team of Break/Fix, New Installs, and Refresh techs for 4000 plus users at Disneyland.