Ivan Rigual Plaza

  • IT&S Help Desk Analyst (full-time)
  • Orlando, Florida Area
  • Oct 19, 2018
Full time CIO, VP of IT/IS Help Desk/Customer Training

Personal Summary

Ivan Rigual Davenport, FL 33897 ivarplaza@gmail.com (407) 900 5092 Bilingual (Fluent in English and Spanish) Authorized to work in the US for any employer
Work Experience Tier 2 Technical Support Support.com - Davenport, FL January 2018 to Present Provided first and second level technical assistance for remote clients in support of residential internet service.    • Specialized on troubleshooting HSI connections.    • Analyzed and tuned network components to optimize connection performance.    • Partnered with field techs to troubleshoot signal strength degradation.    • Assisted end users with installation, activation, update and configuration for gateway, modem, and router equipment.    • Supported computers and devices based on Android OS, iOS, Windows XP, Windows Vista, Windows 7, and Windows 8.    • Documented troubleshooting information into ticketing system, and assigned incidents to other supporting departments as needed.    • Provided end users with email account support, client software setup and troubleshooting. Computer Systems Analyst TransCore - Orlando, FL January 2015 to January 2018 Responsible for remotely monitoring multiple client tolling systems, analyzing system data and generating frequent system health reports. Prevent or detain revenue loss due to system failures by partnering with other supporting departments to detect, troubleshoot, and fix technical issues throughout the different systems.    • Analyzed system generated data to diagnose the health status, and address existing or future technical issues that could be of revenue impact to the company.   
• Counseled management on methodical procedure implementation, in order to increase service quality and system efficiency levels.    • Completed high priority tasks in a timely manner, as well as complied with customer contract guidelines and agreements.    • Assisted with hardware installation and testing of "Dell PowerEdge R610" server rack blades.    • Documented troubleshooting information into "TMC" ticketing system, and assigned incidents to other supporting departments as needed.    • Dispatched, and partnered with field technicians after all remote troubleshooting was performed and equipment had to be physically troubleshot.    • Configured, domain joined, and added admins to groups after image deployments for Windows based computers.    • Tested software for bugs, crashes, errors, and discrepancies. Generated quality assurance reports for the development team before software deployments.    • Operated Linux based computers to perform system restarts, and move files to other locations. Help Desk Support Lockheed Martin - Orlando, FL May 2013 to January 2015 Responsible for successfully resolving technical problems and answering queries via telephone in support of internal and/or external customer computer hardware, software, network, mobile devices, and telecommunication systems.    • Awarded certificate for highest "KST" call taker for the year of 2014. Successfully contributed to the substantiation of good SLA's by working a daily average of 68 trouble tickets.    • Served as first point of contact for computer and mobile device security incidents. Provided technical assistance to executive travel teams and company VIP's.    • Provisioned, and removed user security privileges as requested by management.    • Used AirWatch to enroll users and configure mobile devices.    • Supported enterprise mobile, tablets, handhelds devices and applications.    • Utilize knowledge-based system to deliver accurate troubleshooting, and resolve complex technical issues before escalating to other tiers.    • Documented troubleshooting information into "ITSM" ticketing system, and assigned incidents to other supporting departments as needed.   
• Installed proprietary software on company assets, and configured computer settings to meet network requirements.    • Performed user password resets for AirWatch, GFE, Windows, Linux, Mainframe, SAP, SecureID, SEE, and McAfee Full Disk Endpoint Encryption. Technical Support CenturyLink - Altamonte Springs, FL October 2012 to May 2013 Provided first and second level technical assistance for remote clients in support of residential internet service.    • Specialized on troubleshooting asymmetric digital subscriber line internet connections.    • Analyzed and tuned network components to optimize connection performance.    • Partnered with field techs to troubleshoot signal strength degradation, as well as perform Redback server and DSLAM provisioning testing.    • Assisted end users with installation, update and configuration for gateway, modem, and router equipment.    • Supported computers and devices based on Android OS, iOS, Windows XP, Windows Vista, Windows 7, and Windows 8.    • Documented troubleshooting information into "ITSM" ticketing system, and assigned incidents to other supporting departments as needed.    • Provided end users with email account support, client software setup and troubleshooting. Web Developer The Voyage Institute - Altamonte Springs, FL June 2012 to October 2012 Volunteer as a website designer/developer in a non for profit science educational organization.    • Guided and educated the organization through the different development stages, and the tools and services required to accomplish their project goals.    • Conducted information gathering and gained a solid understanding of the organization and its goals.    • Designed two website graphical mockups for presentation using Adobe Photoshop CS5.5.    • Developed a fully functional search engine optimized website using HTML, PHP, CSS, and Java programming languages.    • Tested, optimized, and validated website code for cross browser compatibility.   
• Achieved the organizations expectations, and was able to accomplish those with hardly any impact to their budget. Desktop Support Technician Maybella's Designs - Lake Mary, FL March 2010 to June 2012 Provided technical support for local office assets in a timely and accurate fashion. Served as a first point of contact for technical related issues after normal business hours.    • Responded as an on-call when technical related emergencies surfaced.    • Performed updates, troubleshooting, installations, and configurations for all computer hardware, peripherals, and software used by the business.    • Maintained inventory asset logs for all computer/hardware, software, network components, and peripherals.    • Conducted Windows XP to Windows 7 migrations for all business owned computer assets.    • Created and deployed "ISO" images for Windows operation system based computer assets.    • Executed frequent computer data backups to local storage devices, and remote storage servers.    • Developed website pages using programming languages such as HTML, PHP, CSS, and JavaScript.
Education Bachelors in Computer Programming Everest University - Orlando, FL 2010 to 2018 Associate in Computer Science Florida Metropolitan University - Orlando, FL 2004 to 2008
Skills
Windows, Power Point, Microsoft Office, SQL, Computer Help Desk, Computer Desktop Support, HTML, CSS, jQuery, Computer Systems Analyst, VMware, RSA, AirWatch, Remedy, RDC, Software Testing, Windows Server 2008, phpMyAdmin, Remedy, Ensemble, ITSM, SLA, iOS, GFE, Linux, Mainframe, SAP, Symantec Encryption (SEE), McAfee Encryption Software, DSLAM, Visual Studio, SQL Management Studio 2016

Work Experience

Tier 2 Technical Support
Jan 2018 - Support.com

Provided first and second level technical assistance for remote clients in support of residential internet service.  • Specialized on troubleshooting HSI connections.  • Analyzed and tuned network components to optimize connection performance.  • Partnered with field techs to troubleshoot signal strength degradation.  • Assisted end users with installation, activation, update and configuration for gateway, modem, and router equipment.  • Supported computers and devices based on Android OS, iOS, Windows XP, Windows Vista, Windows 7, and Windows 8.  • Documented troubleshooting information into ticketing system, and assigned incidents to other supporting departments as needed.  • Provided end users with email account support, client software setup and troubleshooting.

Analyst
Jan 2015 - TransCore

Responsible for remotely monitoring multiple client tolling systems, analyzing system data and generating frequent system health reports. Prevent or detain revenue loss due to system failures by working with other supporting department to detect, troubleshoot, and fix technical issues throughout the different systems. • Analyzed system generated data to diagnose the health status, and address existing or future technical issues that could be of revenue impact to the company. • Counseled management on methodical procedure implementation, in order to increase service quality and system efficiency levels. • Completed high priority tasks in a timely manner, as well as complied with customer contract guidelines and agreements. • Assisted with hardware installation and testing of “Dell PowerEdge R610” server rack blades. • Documented troubleshooting information into “TMC” ticketing system, and assigned incidents to other supporting departments as needed. • Dispatched, and partnered with field technicians after all remote troubleshooting was performed and equipment had to be physically troubleshot. • Configured, domain joined, and added admins to groups after image deployments for Windows based computers. • Tested software for bugs, crashes, errors, and discrepancies. Generated quality assurance reports for the development team before software deployments. • Operated Linux based computers to perform system restarts, and move files to other locations.