Michael VIncent Cruz

 Experience: Remote Desktop Engineer - Level 2 support XBS-Xerox Business Services Phil’s. - ATOS Formerly Affiliated Computer Services Phil’s Inc. 2015 - Present Level 2 technical Desktop / Software Support Handled tickets from Help Desk Technicians who need higher level support. Troubleshoot concerns outside Help Desk capabilities that may need administrative support, remote troubleshooting into Client Machines/Computers to perform additional troubleshooting required with admin access. Handled system analysis to check if the machine is infected by any Virus, using Malwarebytes or if any Antivirus software is already installed on user machine client provided. Handled printer Mapping and installation. Network Drive Mapping. Application installation/s. Application upgrade / Updates. Handled Exchange, Email Clients - internal client specific. Outlook Troubleshooting. Wireless Troubleshooting, VPN. CITRIX., Active Directory. PGP Installation client specific Basic MAC Troubleshooting, Printer Mapping, Drive Mapping, Software installation, etc…. Hand-Off tickets to Desktop On-site support if the issue cannot be resolved via Phone or if the issue is Hardware. IT Helpdesk Associate Affiliated Computer Services Phil's. Inc. 2011 - Present Answered calls from clients regarding computer related concerns, handled network, software and hardware related concerns. Handled applications that run under CITRIX and work with Active Directory, adding and removing user information related to the network for multiple clients.     Technical Support Associate Sutherland Global Services Inc. Receives calls from U.S, Canada and ANZ Clients Supporting Lenovo system troubleshooting Hardware and Software concerns. Assists Co-workers in Troubleshooting steps if needed and Processes CD dispatches for customers requesting Windows CD specific for their systems.     Technical Support Associate Dell Phil's Inc. Accepted inbound Calls from "ANZ" Australia, New Zealand clients, assisted customer with inquiries regarding Hardware and software of their Dell systems, Troubleshooting issues/concerns and provided resolutions and solutions for each Dell concern.   Technical Support Specialist SIEMENS Phil’s. Started as an agent taking in Technical Support calls for a Laptop manufacturer, did troubleshooting and basic customer service assistance. Was appointed to be an Acting Supervisor for a Team since the account is expected to be dissolved. Stayed until the account was closed from the company and never continued to be transferred to a different account. Technical Support Associate Dell Phil's Inc. Accepted Inbound Calls from U.S. Customers an assisted in giving Hardware and software support, Dell in-scope support, Assisted customers in Hardware related inquiries and software Dell related inquiries such as preinstalled Dell software and windows re-installation on Dell system if needed. Was trained by Dell in Windows XP, Vista Basics Troubleshooting, Dell tech-laboratories certified. Personal Information and reference will be provided upon request.