Sergio Garcia
Albuquerque,NM
Summary
Detail-focused Computer Support Specialist with 11 years employing knowledgeable, research-intensive approach to computer hardware and software problem resolution. Expert at performing complex IT troubleshooting and resolution projects, including non-standard fixes. Thorough monitoring of equipment and application performance to meet organizational performance thresholds.
Overview
25
25
years of professional experience
Work History
IRM, IT Specialist
Department Of Veterans Affairs
06.2021 - Current
- Exceeding performance metrics established by the End User Operations Management.
- 100% success rate in disabling of Active Directory and Vista accounts that have 90 days of inactivity.
- Maintained a 99% accountability rating for all IT and none-IT assigned equipment by following all local and national directives when deploying, retrieving, or inventory of equipment.
- Provide technical support for 5000+ workstations, printers, and servers running various operating systems and other applications.
- Configured hardware, devices and software to set up work stations for employees.
- Successfully upgraded the critical contingency computer systems that provides a list of life saving medications for patients in the event of a network outage.
- Familiarity with VISTA, CPRS, CAPRI, BCMA, BMS and REEF
- Solved computer intricacies across network equipment including routers, firewalls, switches, and peripherals.
- Fiber run tracing and patching for 37 non-redundant switches for the core network upgrade project.
- Assisted in the monthly inventory scans.
- Configured, deployed, and prepared documentation for the Intermec printers installation.
IRM, IT Specialist
Booze Allen Hamilton
01.2021 - 06.2021
- ServiceNow Ticketing System.
- Help Desk and Remote Support.
- Laptop Imaging.
- Workstation Management Utilizing dBAT.
- NDPS (National Dynamic Port Security).
- VLAN Configuration.
- Termination of Ethernet Cable.
- Configured, Tested, and Maintained Cisco Network Equipment.
- Installation of WAP.
- Worked with users to determine areas of technology in need of improved usability.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Lead projects to install/uninstall equipment.
- Inventory.
Sr. Computer Technician Specialist
Prime Therapeutics LLC
06.2014 - 07.2020
- Solely maintained local IT needs for over 150 employees.
- Answered calls, emails, and walk-ins for employees with troubleshooting computer issues.
- Configured hardware devices and software to set up work stations for employees.
- Utilized McAfee ePO to maintain communications from McAfee Agent on encrypted device.
- Management of workstations using Microsoft Config Mgr/SCCM.
- Administered and maintained network physical topology made up of CISCO devices.
- Remote assistance using Dameware, CISCO Jabber, Bomgar applications.
- Managed profiles and permissions with Windows Active Directory.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Documented all transactions and support interactions for future reference and addition to knowledge base.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Monitored "Service Now" ticket system to meet SLA agreements.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Setup, installed, and configured computers in various business locations to support operations and reporting.
- Experience with migrating entire site to Windows 10 and Office 365
IT Engineer
Hewlett Packard Enterprise
05.2009 - 05.2014
- Performed and managed over 50 customer calls per day for HP Elite Products.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Provided remote helpdesk support.
- Coordinate tickets with field techs for onsite and offsite repairs.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Escalation Supervisor
Bank Of America
04.2000 - 03.2006
- Managed over 100 bilingual escalation calls per week.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Maintained up-to-date knowledge of product and service changes.
Cross-trained and provided back up for customer service managers.
Education
Associate of Science - Computer Networking
Central New Mexico Community College
Albuquerque, NM05.2010
Skills
- Help Desk Support
- Inventory Management
- Server Installation/Maintenance
- Server Virtualization
- Software Diagnosis
- Network Component Installations
- Network Device Monitoring
- Network Troubleshooting
- CISCO Equipment
- Hardware and Software installation
- Desktop and Laptop Installations
- Remote IT Support
- Ethernet Cable Termination
- Patch Panel Termination
- HIPAA
- Service Desk Ticketing System
Timeline
IRM, IT Specialist
Department Of Veterans Affairs
06.2021 - Current
IRM, IT Specialist
Booze Allen Hamilton
01.2021 - 06.2021
Sr. Computer Technician Specialist
Prime Therapeutics LLC
06.2014 - 07.2020
IT Engineer
Hewlett Packard Enterprise
05.2009 - 05.2014
Escalation Supervisor
Bank Of America
04.2000 - 03.2006
Associate of Science - Computer Networking
Central New Mexico Community College
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