PHONE:- |EMAIL:- linkedin.com/in/Tara-Gould-Nieves |
Tara A. Nieves
EXPERIENCE
IT Manager| BH Tech Connection | San Francisco CA
August 2021 – Present
May 2022 – Promoted to IT Manager
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Manage information technology and computer systems for clients.
Plan, organize, control, and evaluate IT data operations.
Recruit, train, manage and mentor staff using excellent leadership and people management skills for a
team of 5
Maintaining internal and external knowledge base articles within Halo PSA
Plan, organize, control, and evaluate IT data operations.
Develop and implement systems, policies, and procedures
Identify problematic areas and implement strategic solutions
Ensure security of data, network access, and backup systems
Assisted in creating Compliancy Group HIPAA documentation and certification completion
August 2021 – May 2022: IT Consultant / Help Desk
Installing, maintaining, and troubleshooting:
• Antivirus software
• Backup software
• Maintenance Tools and RMM Software
• Security and Cybersecurity tools
• Password management software
• Client Onboarding and Offboarding
• Manage, create, and maintain internal documentation, processes, procedures, checklists, and reports to
improve internal workflows
Technology Experience:
• Ninja RMM
• Connectwise RMM
• Halo PSA Ticketing System
• Google Workspace Administration and Migrations
• Ironscales Phishing and email training
• SentinelOne
• Backup solutions - Backblaze, Acronis, Google Vault, and Office 365 Spanning
• Microsoft Office 365 Administration, Migrations, Licensing, Intune, and Azure
• Lastpass and MYKI Password Administration and training to clients
• Compliancy Group HIPAA
Helpdesk Manager | Atomic Technology Solutions | Irvine, CA
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March 2013 – August 2021
Provided onsite support at a 5-Star Hotel to support users and maintain their network. Maintained server
room, servers, and POS MICROS Systems.
PHONE:- |EMAIL:- linkedin.com/in/Tara-Gould-Nieves |
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Remotely managed other technicians and perform reviews as needed, while managing our phone systems
and ticketing queues.
June 2013- August 2022 - Promoted to Help Desk Supervisor.
• Oversaw dispatching technicians onsite as needed, Help Desk phone queue, technician’s schedules, and
Ticket Queue.
• Recruited, trained, managed, and mentored staff for a team of 10
• Worked on Social Media Updates and advertising.
• Assisted the internal IT team with administrative and licensing purchases (Office 365 MPN, PAX8, etc.)
• Ensured all tickets and Service level agreements (SLAs) were met.
• Compiled SLA reports for clients
• Recommended services and equipment to clients.
Application Experience:
• ConnectWise ticketing system
• Microsoft Office and Outlook Applications
• Spyware, Malware, and Virus removal
• Application software installations
• Office 365 Licensing and administration
• Active Directory management on servers and Microsoft 365 Azure AD
• SentinelOne
• Connectwise Ticketing System
• Connectwise RMM / Labtec
• VIPRE Antivirus
• KnowB4 Phishing and Spam
• Compliancy Group HIPAA
Support Desk – Level 2 | EMC | Worcester, MA
Oct 2005– April 2007
Worked in the IT Global Support Desk department for internal EMC employees and executives. Worked with the
Peregrine ticketing system and telecom logging systems.
March 2006- Promoted to Level 2 Support
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Promoted to Tier 2.
Trained in Blackberry and Blackberry Admin work.
April 2006- Joined eRoom Project
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Certified in the eRoom Coordinator/Community Admin program
Technology experience:
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Peregrine ticketing system
Microsoft Office applications
Outlook troubleshooting
Internet Explorer issues
Removal of spyware/viruses
Blackberry Support
Blackberry Admin work
eRoom support
Company application software installed.
PHONE:- |EMAIL:- linkedin.com/in/Tara-Gould-Nieves |
Internal Help Desk | Advantage ESM | Needham MA
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Oct 2005 – April 2007
In-house help desk. Assisted users in the office with any IT issues they had.
Help Desk | SNiP | Pennsauken, NJ
Sept 2000– March 2005
Internet Service Provider (ISP) provided technical support to clients. Assisted customers with using dialup
services, email, Browsing, routing, and troubleshooting their computer issues.
Technology experience:
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Windows 95/98/ME/XP
Mac OS 8-X
Browsers (Chrome, Firefox, Safari, Netscape, etc.)
Outlook / Outlook Express / Thunderbird
Removing spyware / malware / viruses
VOIP Software and hardware
T1 and ISDN troubleshooting
Routers / Hubs / Switches troubleshooting and setup
Wireless network setup and troubleshooting
Jan- – Promoted to Overnight Manager
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Worked the overnight shift monitoring T1/ISDN/VOIP customers, and any overnight calls coming into
the Helpdesk.
Trusted with admin access to all computers, and to maintain/upgrade them.
Maintain Helpdesk night shift department and ticketing queue.
Recruited, trained, managed, and mentored staff for a team of 12
Customer Service Specialist | ETI | Berlin, NJ
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April 1998– Sept 2000
Worked in the Customer service department and assisted potential new clients in signing up for services.
Assisted with website design for the company.
Maintained Filing system, answered phones, and assisted users with information on DSL, ISDN, NT, Unix,
and Microsoft applications.
Experience:
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30-40 call volume per day
Microsoft Word, and Excel
Assisted users with basic troubleshooting on Dial-Up Issues
Qualified and quoted customers for DSL services
ADDITIONAL EXPERIENCE / VOLUNTEER WORK
Volunteer Webmaster | Monterey Bay Spouse Club | Monterey, CA
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Volunteer Webmaster - http://mbosc.net/
2020-present
PHONE:- |EMAIL:- linkedin.com/in/Tara-Gould-Nieves |
EDUCATION
MBA Information Technology Management | Western Governors University, UT
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Sept 2021 –Present
Anticipated Graduation: June 2023
Bachelors in Computer Science | Brandman University, Irvine, CA
Sept 2011 –June 2014
Associates in Computer Science | Olympic College, Bremerton, WA
Sept 2009 –June 2011
High School Diploma
Winslow High School (Edgewood) | Atco, NJ
Graduated: June 2000
