Summary
Overview
Work History
Education
Skills
Timeline
Generic

Samuel Cortes

Upland,CA

Summary

Technology-inclined professional, possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

13
13
years of professional experience

Work History

Helpdesk Administrator

Sumitomo Rubber North America
06.2023 - Current
  • Manage and resolve technical issues for end users, ensuring prompt and efficient resolution.
  • Provide excellent customer service by effectively communicating with users to understand and address their needs.
  • Install, configure, and maintain hardware and software systems to ensure optimal performance and security.
  • Create and maintain documentation, including user guides and troubleshooting manuals, to assist end users and fellow team members.
  • Create and manage user accounts within Active Directory and Exchange environments.
  • Configure, image, repair, and upgrade laptops.
  • Support Microsoft exchange, Office 365 accounts, and create Sharepoint sites.
  • Configure mobile devices with Intune MDM and Sophos MDM.
  • Maintain VoIP systems within 8x8 communication platform.
  • Gained experience using company software like Manage Engine (ADManager), EndPoint Central, and Darktrace email spam filtering.

I.T. Support Technician

The Gilbert Company
02.2023 - 06.2023
  • Diagnosed and repaired computer problems onsite or via phone calls, email, and remote support tools.
  • Diagnosed and repaired Handheld RF devices.
  • Tested hardware and software, setup, and installation.
  • Supported Office 365, VMware, Windows OS and Server, MAC OS.
  • Scheduled and performed routine maintenance.
  • Documented issues with (Service Desk) company ticket system.
  • Created SOP documents when needed and provided onsite support to 5 different facilities throughout the Inland Empire.

I.T. Helpdesk Technician

Honeyville
05.2017 - 02.2023
  • Provided Helpdesk support via phone calls, email, and onsite assistance.
  • Configured, imaged, repaired, and upgraded desktop computers, laptops, iPads, and cell phones (android and iOS).
  • Managed help desk tickets through Zendesk, prioritizing and ordering them for issues related to Active Directory, Network connectivity, physical hardware, and file backup/restore problems.
  • Supported Microsoft Exchange, Office 365 accounts, Intune, and share folder permissions, as well as managed print server.
  • Set up users in active directory, implemented group policies, disabled users, and created email groups.
  • Repaired, configured, and troubleshot label printers (Zebra, Datamax, Sato, HP, Kyocera).
  • Configured and reloaded Rf guns.
  • Collaborated with vendors for software upgrades, parts, or projects.
  • Gained knowledge of Windows Server environments (2012-2019), Meraki Networking, Veeam backup systems, and Network upgrades.
  • Acquired experience with company accounting and WMS systems (Sage MAS 100, WOScan, and Scanco).
  • Performed network line runs, made and patched ethernet cables, and installed security cameras.
  • Assisted in projects and served as a resource for additional networking knowledge, skills, or hands-on work, including travel to Corporate Headquarters in Ogden, UT.

Desktop Support Technician

NFI Industries
02.2012 - 05.2017
  • Provided onsite and remote support via phone and remote support tools.
  • Installed, configured, and deployed computers, printers, desk phones and other peripherals.
  • Assisted in advanced desktop troubleshooting and incident resolution of hardware, OS, applications, printing, network/vpn connectivity, voicemail, and anti-virus.
  • Responsible for maintaining computer system images.
  • Answered clients' help desk phone calls and emails, then properly documented requests and created tickets.
  • Timely and accurately updated tickets with all relevant details to properly document work done, and follow-up needed.
  • Created documentation of specific procedures in general and those unique to a client's installation.
  • Accessible to less experienced technicians to help resolve problems beyond their skill levels and took responsibility for escalated issues.
  • Created, managed, and maintained user accounts within Active Directory and Exchange environments.
  • Installed and expanded facilities, including punching down Ethernet jacks, patch panels, etc.
  • Maintained business telephone systems and VoIP systems.
  • Performed on-site analysis, diagnosis, and resolution of complex desktop/hardware problems for end-users, and recommended and implemented corrective solutions, including off-site repair for remote users as needed.
  • Coordinated with manufacturers/vendors to resolve equipment or software issues.
  • Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Gained experience supporting multiple types of printers (zebra, cannon, Kyocera, Printronix, HP, Oki data, Sharp).
  • Imaged and configured RF Scanning Devices with WMS system.

Computer Support Technician

The Gilbert Company
09.2010 - 02.2012
  • Deployed computers, configured networks, installed cabling, and performed hardware installations.
  • Created and maintained computer images for efficient deployment using Ghost software.
  • Managed user accounts in active directory for seamless access and security.
  • Implemented software installation, support, and security protocols in adherence to company policies and procedures.
  • Contacted hardware vendors to promptly address and resolve issues with defective products.

Internship

City Of Riverside
07.2010 - 09.2010
  • Installed hardware for computer systems.
  • Loaded software including XP professional and Windows 7.
  • Re-imaged computers to enhance performance.
  • Set up users in active directory for seamless access and management.

Education

Associate of Science - Computer Support Specialist

Kaplan College
Riverside, CA
12.2009

Skills

    Troubleshoot (advance)

    Networking

    Printer Support (Experienced)

    Customer Service

    Computer Repair

    Software Installation

Timeline

Helpdesk Administrator

Sumitomo Rubber North America
06.2023 - Current

I.T. Support Technician

The Gilbert Company
02.2023 - 06.2023

I.T. Helpdesk Technician

Honeyville
05.2017 - 02.2023

Desktop Support Technician

NFI Industries
02.2012 - 05.2017

Computer Support Technician

The Gilbert Company
09.2010 - 02.2012

Internship

City Of Riverside
07.2010 - 09.2010

Associate of Science - Computer Support Specialist

Kaplan College

Similar Profiles

CREATE PROFILE
Samuel Cortes