Aaron Garcia

Aaron J. Garcia PROFESSIONAL EXPERIENCE Archway Computer June 2018 - July 2021 Oversee 30+ client accounts and act as the primary liaison between the client and Archway. Strengthen and maintain client confidence through constant communication, quick escalation of critical issues, and trustworthy relations. On-boarding of new clients - Gathering of information, coordinating installation of software, creating projects and managing resources to rectify any outstanding issues as client is on-boarded Managed my clients' requests, answered any technical questions, and facilitated communication with my team when necessary. Cenetric August 2017 - May 2018 Remote Support Engineer MDT Administrator Managed a personal support queue. Responding to trouble tickets, requests, technical queries. Responsible for gathering relevant information, troubleshooting and resolving problems; escalation to the appropriate specialized resource as required. Acted as the security officer for the network; Investigate and resolve unsuccessful login attempts, intruder detection lockouts and compromised passwords; Add/delete/modify user account information; Reset passwords; Install, configure and support Outlook clients. Answered support calls from 20+ companies – provided over-the-phone support for Windows 10 and associated software. Administered Panorama 9, IT Glue, and Webroot. Created and maintained client images using Microsoft Deployment Tool Fresenius Medical Care January 2007 – November 2015 Desktop Support Managing a personal queue in Remedy. Responding to trouble tickets, requests, technical queries. Responsible for gathering relevant information, troubleshooting and resolving problems; escalation to the appropriate specialized resource as required. Providing technical support of Dell products including laptops, desktops, and other technologies such LAN/Wireless networking and Blue tooth. Providing printer configuration, troubleshooting, repair support escalation to Lexmark. Installation and support of Windows 7 and XP, Office, Notes, Toad, Business Objects, Accruent, Oracle, Internet Explorer; support and testing of Soarian Clinicals and Financials. Testing of IE configurations as related to Soarian. Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software. Assisting in special projects including building a testbed for a PC card to be installed in a next-gen dialysis machine. Writing of scripts to automate processes for Corporate Desktop Support including a script to install and configure Business Objects. Creating of documents for install procedures and break-fixes. i.e. A document on the procedure to set up multiple users on one install of Lotus Notes 7.x. IntePros for 3Com Systems Administrator April 2006 – November 2007 Administer, set up and configure active directory, DNS, DHCP, license servers, file servers and print servers. (Windows Server NT/2000/2003). Conduct and verify the validity of daily tape backups of the servers. Act as the security officer for the network; Investigate and resolve unsuccessful login attempts, intruder detection lockouts and compromised passwords; Add/delete/modify user account information; Reset passwords; Install, configure and support Lotus Notes and Outlook clients. Perform checks of systems/software; Apply operating system updates, configuration changes and patches; Document the configuration of the system; Perform system performance tuning; Perform testing and validation. Represent the “first line of support” for account holders on the network; Provide technical support to 300+ users; Deploy and configuring new hardware/software; Answer technical queries; Troubleshoot reported problems; Support of remote users’ VPN access, remote desktop and VNC connections. Set up, administer and maintain external raid array SCSI (SAN); Administer and configure security and maintenance of shared network drives. Nortel Networks Systems Administrator November 2004 - April 2006 Installed, configured and administered RAS, VPN, RIS, NAT, IP Sec, Microsoft Windows 2003 Servers operating system. Installed Active Directory and Exchange; Responsible for the administration of Web Server (IIS5.0 / 6.0), DHCP Server, DNS Server, FTP Server; Configured and setup of Firewalls; Configured and maintained Proxy server; Set up software and hardware Raid Configuration. Lead Desktop Support Specialist July 2002 – November 2004 Prioritized trouble tickets for a team of 5 desktop technicians. Provided technical information and assistance to the members of the team. Provided 2nd and 3rd tier technical assistance to customers and Help Desk associates in diagnosing, troubleshooting, repairing and debugging hardware, software, or networking equipment problems. Performed set-up and maintenance of PC’s including installation of Windows 2000/XP/Linux and user set-up, printer configuration, administration of Microsoft 2000/2003 Server. Maintained Equipment Inventory and PC Help Desk applications. Provided support for Blackberry devices and associated email functionality. Supported engineering lab hardware and related applications (Linux, ClearCase, VNC, et al.) Raytheon Sudbury, MA Computer Technician January 2001 – July 2002 Responsible for troubleshooting of printers/printer connectivity issues. Installation and configuration of newly leased computers. Provided troubleshooting support for Windows 2000 Professional, Windows NT, Novell Client/Server, Lotus Notes, and MS Office suite problems. Provided installation of peripherals and troubleshooting network connectivity issues. Polaroid Bedford, MA Computer Technician October 2000 – January 2001 Participated in rollout team for new RMV systems, which included installing and configuring workstations, servers, print servers, and printers. Project included use of Windows 2000 Professional, Windows NT and Novell networking. CompuTech St. Charles, MO Senior PC Technician January 1999 – September 2000 Provided troubleshooting of miscellaneous hardware and software problems. Orchestrated custom computer system builds designed to customer specifications. Facilitated installation of peripherals, cards, hard drives, etc. Installed and managed LAN networking software and hardware. Information Systems Technician July 1998 - January 1999 Operated and maintained web server for multiple customer web sites. Reconfigured and customized computers on-site for company needs. Provided maintenance and daily troubleshooting of software problems on Windows 95/98 operating system, and application software. Created web design and graphics for online sites.