RESUME

Luis M Guadalupe

LinkedIn 413-330-4998 agsportswear2020@gmail.com My WebSite

Skills ____________________________________________________________________________________

Experience________________________________________________________________________________

IT Engineering / Owner CEN COMPUTER ENGINEERING 01/2006 to Present

This has been my own business since 2006. When a contract ends, I run the business to avoid any gap.

Network & Desktop support Specialist and consulting.

Web Design and maintenance using Word press, Google site, JavaScript, etc.

Consulting many aspects of security, sales, and configuration in home or business.

SOHO networks including Google Cloud storage. Android and iPhone mobile devices support including repairs, config and maintenance.

On site repairs and troubleshooting all aspect related to IT. 75% of the work done remotely using TeamViewer or any other remote app.

Service Desk Agent GALAXE / CIGNA - Hartford, CT 11/2021 to 05/2022

Trained and prepared in ITIL framework procedures and processes as a part of the tasks.

Operate on multiple computer applications to assist customers contact resetting, activating and unlocking passwords in Active Directory.

Working an average of 20 tickets per day with a resolving average of 80%, 20% for escalation.

Use of Citrix Xendesktop and Director Console to Troubleshoot VDI's.

Provide a level 1 troubleshooting support to work at home users through remote tools such as Bomgar, Skype for business, VNC Viewer or Webex.

Work proactively in Service Now ticketing system, resolving, status calls or escalating to L2 or L3 when need it.

Actively working in a daily basis with MS Office suite, cloud technologies, web-based applications, active directory, OKTA/ RACF / RSA/ LDAP software and technologies. Support different hardware such as Thin Clients, Laptop's, Desktop's, Aruba and Cisco modems and strong support to Avaya phones resetting and configuring.

Proven exceptional customer-oriented capabilities with excellent communication skills.

Actively share knowledge and assistance to team members through technical chat in Webex or Zoom.

Follow KB's guides when creating tickets in Service now. VPN's Troubleshooting in all aspects.

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions

Service Desk Engineer (Bilingual) Triveni IT / AON – Remotely 06/2021 to 11/2021

Deploy Win 10 images to Win 7 laptops to over 60,000 users in Europe and USA following a scheduling agenda of daily migrations using SharePoint.

Report imaging results in trackers applications such as SharePoint and support teams in Webex.

Remote in a daily basis using LogMeIn, to users in schedule. Data backups and restore using OneDrive cloud or a network sharedrive (UK users).

Configuration and troubleshooting of VPN’s, setting and resolving MFA OKTA and RSA.

Troubleshoot Endpoint Configuration Manager and setting up SCCM agent to let the system finish.

Desktop Support Analyst II LanceSoft, Inc / Liberty Mutual, Inc 06/2019 to 10/2019

Short term assignment in Windows 7 to Windows 10 migration to a call center of 150 users.

Support, diagnosis, and develop resolution for Work at Home agents.

Under general direction, provides consultation to business area management and staff at the highest technical level for all aspects of end user

computing and PC/Workstation based LAN systems software and hardware.

Provide an extensive support in a Citrix virtualization environment using Director console and Xendesktop.

VDI’s user profiles rebuild and resetting, deploy apps packages using Citrix Virtual apps.

Collaborates with level three support staff in troubleshooting, diagnosis and developing resolutions for complex issues; coordinates staff testing and

implementation of solutions.

Deploy Win 10 images via VMware. Support other Depts and apps as requested.

Act as technical resource for L2 staff in troubleshooting, diagnosing and resolving complex incidents for all aspects of end user computing and network-

based PC/Workstation systems software and hardware.

Actively use of Remedy ticketing system and escalate to L3 when necessary. Troubleshoot based Linux OS IGELS terminals. Collaborates with level three

support staff in troubleshooting, diagnosis and developing resolutions for complex issues; coordinates staff testing and implementation of solutions.

Desktop Support Technician Wipro / Columbia Gas of Massachusetts 08/2018 to 06/2019

Use of ServiceNow ticketing system in a daily basis for resolving, escalating or creating incidents or requests.

Troubleshoot desktops, printers, laptops, and other peripherals in a call center environment of 100 users. Perform technical support for hardware problem of any IT device.

Support to Win OS’s and actively working with Active Directory, creating or deleting users accounts, modifying, and setting up group policies. Deploy

Images and configurations to MDT laptops using SCCM for field technicians. Maintain and deploy the latest Microsoft product updates in PC’s using

WSUS.

Support, repair, install SCCM Agent to PC's. Work with deadlines and complete tasks on-time.

Support to shipping and receiving MDT portable laptops. Support to but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers,

switches, racks, cabinets and multi-port data termination panels.

Avaya telephony support.

Technical Support Engineering MGM RESORTS INTERNATIONAL 05/2017 to 07/2018

First Computer Engineering in the property. Troubleshooting software and hardware, identifies and troubleshoot network issues to personal PC’s &

devices.

Deploy laptops, desktops, configured tablets to VIP's.

Create/Update documentation as necessary. CA Service Desk ticketing system.

Provide Tier1, 2, 3 level support to VIP's end users and escalation when necessary, including resolving and completing remedy tickets. Receive Images

PCs from warehouse to setup and install them locally.

Multifactor authentication support in OKTA/RSA. Troubleshoot and setting up Avaya VoIP phones.

In charge of setting up MGM local main warehouse IT devices including PC's, Laptop's, labels, impact, and lasers printers. Setting up Net cabling in

switches for each device and assigning a static IP's. Deploy Imaging of Win 7, 10 through SCCM and keeping them updated with patches from Microsoft

SUS(Now WSUS) management tool.

User's support, installation and setting up of mac’s configuration devices.

Installation and support of mobile apps to Android and iPhone Smartphone's including MFA and Office 365 configs.

Config and in some cases repair SCCM agent in pcs.

Deploy Software's and updates through SCCM.

Education_____________________________________________________________________________

Bachelor In Information Technology w/ Programming EDP University of Puerto Rico

Certificate Data Processing w/ Accounting MBTI – Business Training Institute

Associate in Business Administration w/ Computer Science International College of Business and Technology

Certifications__________________________________________________________________________

Google Cloud Certified Professional Engineering Google.com in Progress

Google IT Support Professional Certificate Coursera.com 2022

CompTIA Network + PR Certified Association 2003

Continue Education Online_______________________________________________________________

Database Design with MySQL Udemy.com 2022

Complete 2022 Web Development Bootcamp Udemy.com in Progress

Mastering Group Policy: Win Server 2019 & 16 Udemy.com 2022

Google Cloud Digital Leader Learning Path Google.com 2022

AWS Cloud Practitioner Essentials: Cloud Concepts Amazon Web 2022

Cisco ASA VPN Configuration Udemy.com 2017

CCNA Security 210-220 Course: All about VPN's Udemy.com 2017

Kali Linux, Ethical Hacking and Penetration Udemy.com 2016

Wi-Fi Password Penetration Testing Udemy.com 2016

Active Directory & Group Policy 2012 Udemy.com 2016

Windows Server 2012 System Administration Udemy.com 2016

Introduction to Windows Server 2012 & Linux Udemy.com 2016

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