Arnold Aguilar

11206 Sageville Dr. Houston, Texas 77089Phone: Home: 832-508-5466

Email address: Deno254@yahoo.com

Professional Summary

Experienced IT Professional with 15 plus years of practical experience in a variety of roles, including over six years of Healthcare experience in a hospital environment, worked in the Oil Gas industry along with experience in supporting Corporate Financial institutions, and Aerospace as a System Administrator supporting flight operations for Boeing. I also have a Bachelors degree in Business Administration and Associate Computer Systems Technology and years of experience needed to perform independently or in a team environment. Ability to work in a fast pace setting while learning the companies processes and procedures performing both desktop and helpdesk task. (Please Note: In 2015 after being laid off and receiving unemployment and living off my retirement. I had taken time off for personal reasons during such time I did take some training. In 2016 I tried to reenter the job market but due to the recession and oil & gas layoffs made it difficult in finding work. I have devote half my life to my career and have not given up on my career in IT so as a recruiter or HR person please do not give up on me either as everyone has a right to work and be employed.)

Core Qualifications

Desktop Support Engineer• Relationship building• Team Collaboration• Troubleshooting proficiency• LAN/ WAN aptitude• Corrective Action• Possesses great customer service and analytical skills.• Proficiency in PC Hardware, Software, Peripheral and Network applications. • Created images both 32bit and 64 bit OS for windows 7 Enterprise and professional, and windows 8 & 10 • Experience with Apple OSX/iOS • Imaging of laptops/desktop- Ghost, Land Disk, SCCM,WinPE, Windows Deployment Services, Acronis software. • Hardware Installation –Desktop and laptop dell, Lenovo, HP, Toshiba, thin

clients, Wise Terminals, to list a few. All models of multi-function printers and fax devices from Dell, Lexmark, HP, and Cannon. • Other Hardware: PDA, Android, IPhone and IPad.• Support wireless configuration of wireless device.• Perform break/fix• Backup of client data• Internet support both internal and external sites• Application Support – Proprietary and non-proprietary •Microsoft Dynamics SL (Basic knowledge to support application)• Supporting Google Apps for Business which includes Gmail, Google Drive, Google Hangouts, Google Calendar, and Google Docs where this was done using Google

Admin console.• Knowledge of TCP/IP and DNS protocols.• Installing Cisco VPN client and configuring RSA encryption key for access and training users how to use both• Knowledge of use with both command line and power shell commands. • Knowledge of tools to provided Security using Symanta Endpoint Protection, Malwarebytes, Bitloker Encryption.• Knowledge of working with McAfee EPO to support encryption/decryption/mbr fix to recovery data or to perform a system repair.• Use of ticketing systems: BMC, Remedy, Heat, Unicenter Service Desk (USD).

• Use of Remote Desktop application: Windows Remote Desktop Connection, GoToAssist, Team Viewer,

LogMeIn, Real VNC.• Support of Workstation on wheels (WOWS in a hospital setting).

• Support of all Microsoft products past and current

Project Coordinator• Superb time management skills• Vendor sourcing• Process Research• Critical Thinking• Document management• Managing and training all team members.• Completed spreadsheets for equipment inventory.• Familiar with book-keeping software and basic accounting.• Multi-tasking: Able to handle more than one project simultaneously.• Maintained and documented reports on a daily basis regarding the projects assigned to various departments.

• Coordinated with the project supervisor in additional assignments and small projects.• Change Management-For new system or testing of new software or Go Live project.• Practical experience and understanding of ITIL Best Practices.• Ability to motivate project members; set achievable objectives; maintain a positive outlook; take responsibility; make decisions; and provide constructive feedback.• Know how to analyze and define a problem, evaluate alternatives, find a solution; and understand how and when to make a choice.

• Some Working projects preformed: • In charge refresh from windows XP to Windows 7. • Over saw the opening of new Hospital Clinics for Galveston County.• Setup for new Help Desk for the City of Houston.• Assist with the transition from cell phone carriers Sprint to Verizon for the City of Houston.• Management of client site for all information technology needs and issues.• Wrote operational guides to help perform routine and non- routine tasks on operating systems.

System Administrator•Vendor sourcing• Experience with Exchange Server 2003, 2007, 2010 & 2013/Office 365(Supporting Office Products for each version)• Experience setting up user accounts, resetting passwords, and deleting accounts using Active Directory (2003, 2008&r2 & 2012r2).• Placing users and computers in the correct Organizational Unit (OU).• Setting up user security and group policy.

• Perform system backup and error checking. • Basic Networking routing and switching configuration.• Use of telnet to access remote servers. • Voice over IP phone setup using Cisco Unified Communication Manager Administration and Cisco Unity Connection Administration.• Citrix Administrator- Configure thin client or workstation profiles.

• Server OS is from Windows NT, Server 2000, 2003, 2008&R2, 2012R2.• VMS operating system and commands to perform such tasks as clean ups of all disks on the server’s operating system.• Perform restores from archive for history retrieval.• Change Management - Performed shut downs of entire system as scheduled.• Wrote operational guides to help perform routine and non-routine tasks on operating systems.

• Managed and configured print and file servers using server 2003 & 2008&2008r2.• Knowledge of Landisk, SCCM and Altiris for deployment of software packaging, imaging of devices.

• Manage and supported black berry server and client setup.• Lync Server Support (Version 2010) and client setup.

• Use of Altiris Console to package software and deployment of software.• Windows Deployment Services and Microsoft Deployment Tool Kit for image and setup of Virtual Machines

Experience

IT Consultant February 28 2015– Present 2016 Real Life Investments LLC Work as an IT Consultant doing IT work for small businesses installing and configuring networks, configuring computers/laptops, installing of software, order hardware as needed. I also perform computer work for individuals who need repairs for their personal computers from installing printers, faxes and scanners for their home or business where this business is done by word of mouth from previous clients where I worked on site as a contractor. (Please Note: This is NOT full time work which is why I am seeking full time employment.)Desktop Support Engineer/ Helpdesk SupportJune 2 2014 – February 27 2015Lance Soft

Worked as the only Analyst supporting three hundred fifty users workings in the Finical Industry performing the following task:

Respond to email and service desk tickets from client’s service desk ticket (BMC) agent. Assist with network support, application support, phone support (Cisco), Citrix and printing

issues. Use of tools to provide system security Symantac Endpoint Protection, Malwarebytes, Bitlocker

Encryption. Installing McAfee with support of encryption/decryption/mbr fix to recovery data or to perform a

system repair. Knowledge and use of ITIL best practices as it relates to the business needs of my client. Knowledge of working with McAfee EPO Configured and trouble shoot issue with PDA, Android, IPhone and IPad hardware   Working with remote users providing helpdesk services (Client working from home and remote

sites) also helping other desktop support engineer at other sites where the company is a global company where desktop engineers are emailed all issues so any desktop support engineer can assist in resolving client issues not at their site.

Worked in AD (Server 2003, 2008)and Exchange (Server 2007,2010) creating or removing accounts, resetting client password, setting up share access folder request, group policies, and resolving email issues.

Use of SCCM for packaging and deployment of software. Created and deployed the following images depending on device 7 Enterprise and professional

(Desktop), and windows 8 & 10(Laptop) and supported all devices. Lync server support (Version 2010) and client setup so client can hold meetings on or off site

location. Unlock user accounts in Active Directory and setup security levels for user based on the client

group they are assigned place in correct OU.

Perform all break/fix on both desktop (Dell environment) and laptop (Lenovo, Think Pad and HP).

Complete all projects: moves, new hire setup, imaging and refresh XP to Windows 7 (Working overtime if needed to complete projects).

Manage software server (Server 2008 R2), print server (2008 R2). Working with other support teams System Administers, Network, SOC, and Security Teams. Maintain inventory for all computer equipment for the Houston location. Working with vendors to process EOL equipment also in charge of inventory control performing

asset management. Also completed refresh from windows XP to Windows 7 and office 210 to office 365 for three

hundred plus users and new hires. Installing Cisco VPN client and configuring RSA encryption key for access and training users

how to use bothSenior Technical Analyst/ Help Desktop Support TechnicianMarch 5 2012 – April 26 2013Coban Technologies

I worked for Coban Technologies in Stafford as a Senior Technical Analyst. Most support is done via remote access using Go To Assist working as a helpdesk technician. I support police agencies all across the United States with some of the largest police departments in the country like LAPD, Chicago PD, and New York along with smaller departments along with local agency support. Server support for server 2003 and server 2008. Refer to Event Viewer for errors to evaluate issues for troubleshooting. Update server software and some Sql server support. Perform data base backup to server. Support desktop workstations running windows XP and windows 7. Create images using ghost for windows Xp and winpe for windows 7. Create bootable thumb drives for clients remotely then transfer the image file to their workstation

then to their thumb drive to be used for in car imaging (Patrol car computers). Coban has four proprietary in car computer system of their design which I had to know both

hardware and software setup for all units to support these devices. Support wireless configuration for their in-car computers so when they drive into their station it

will automatically connect to their AP. Supported audio and visual equipment such as: body cams, in car cameras and audio devices, and

audio and visual equipment for interview rooms and cameras throughout their facility. QA testing before any new software release before it is given to any of our clients. Trouble shoot hardware and software issues

Desktop Support Analyst / Help Desk Support Technician May 9 2011 – March 2 2012Long View Systems                

Worked full time with Long View working as a contract employee at various sites (All Oil & Gas Industry) as needed and part of team called the MITS group who support smaller Oil Base Companies from server, networking and desktop support.

Daily Work Involves: Complete New Employee request creating new user accounts in AD (Server 2003& 2008) and

Exchange (Server 2003& 2007). Supporting the reset of password for AD accounts. Voice over IP phone setup using Cisco Unified Communication Manager Administration and

Cisco Unity Connection Administration.

Use of SCCM for deployment of software packaging and use to setup my clients Citrix profiles for all location.

Utilizing Ticket agent (Heat)to view problem and change tickets Resolving both hardware and software issues. Perform break-fix of desktop and laptops Setup Black Berry’s, I Phones IOS, PDA, Android and IPad hardware Perform Builds of new pc and laptops Create Images for current devices, laptop and desktop both 32 bit and 64 bit OS. Images are

upgraded to Win7 Enterprise Installing McAfee with support of encryption/decryption/mbr fix to recovery data or to perform a

system repair. Knowledge of working with McAfee EPO Use of Altiris Console to package software and deployment of software. Complete request for security changes to individual AD accounts.          Write documentation for end user support and for our Information Systems Department. In charge of inventory control along with working with vendors to pickup EOL equipment. Support multiple applications such Office, Oracle E Business Suite, and Citrix. Manage Servers and Print Queues issues (Server 2003 and Server 2008). Manage server backups and review to confirm if they completed. Worked as a help desk technician assisting with issue for offsite clients located in the Texas

region and in Tulsa, OK.  Desktop Support Analyst  February 7 2011- May 6 2011Pomeroy    

Worked as a contract employee working in the Bayer Plant located in Baytown. Performing a migration from Windows XP to Windows 7 and Lotus Notes to Outlook 2010. Involves: Backing up clients data               Imaging  using Land Disk and for packing software deployment Supporting both laptops and desktops Installing Client Software Configure Clients Email Outlook/Lotus Notes

Project Coordinator / Help Desk Support AnalystJuly 7 2008 – July 31 2009     MODIS

Responsible for Desktop Support issues regarding problems and requests: Hardware issues, desktop, laptops, printers, networks, internet, applications, imaging, PDA, black berry, Trio, Iphone and Android phones.

Responsible for opening new clinics off campus which included: Deployment and installation of equipment, setting up networks, testing of all equipment and applications client will be utilizing.

Utilized ITIL practices when planning of project and training of team members to help in building client relations.

In charge of departmental projects, completing them on time meeting (SLA) while documenting procedures along with equipment being utilized.

Performed a walkthrough of new site clinics for build outs to document number of devices needed to complete the work.

Managing other contractors to perform task as needed to complete project (Manage 7 Contract employees or more depending on project).

Completed spreadsheets for equipment inventory, along with IP address for each device illustrating where computers are printing by location and IP along with device name, determining which devices will be assigned with static address for mainframe printing

Responsible for desktop re-imaging using Windows Deployment Services and Microsoft Deployment Tool Kit.

Used Citrix to configure profiles, giving rights based on person’s location (Department), job they’re performing, or request submitted by client’s supervisor.

Supporting applications such as: Epic, Microsoft, Health Quest, Citrix, Lawson, etc. Used Unicenter Service Desk (USD) as a tool to review problems and request to assist clients by

viewing their issues to determine the best course of action to resolve their problem Used Citrix to configure thin client or workstation profiles, single sign on clients and giving

rights based on persons location (Department), job they are performing, or request submitted by client’s supervisor.

Worked and trained at the Help Desk to respond to both calls and emails from clients to assist them with their current issues. (This was done on rotation providing two weeks on the help desk and two weeks working on my primary role.)

Desktop Support Analyst / Help Desk Support Analyst October 4 2004 – July 4 2008Memorial Hermann

Worked in several facets within the hospital system working at several different locations from theCorporate Office, Southeast, Southwest, Memorial City, Northwest, Sugar Land, etc

Supported 5000 plus user throughout the hospital system using Remedy as our ticket agent to resolve both

problem reports and charge request in a timely manner as designated by departmental procedure (SLA)

Supported Microsoft applications, software applications: AMS, Cool6, Car4, Extra (Health Quest), etc

Imaged and configured computers and laptops in a Dell environment Replaced hardware when needed in computers, laptop and printers Troubleshot network, hardware, and application issues Supported several applications including Citrix, Care4, Lawson, Health Quest, Epic, EPSI, AMS

PFS, HIM, Extra, Watch Child, Chart Track, Microsoft products, and many more. Maintained asset tracking for inventory of devices being deployed, repaired, or placed as End of

life using remedy.  All techs had to rotate in working at the help desk one week every month working different shifts

as need to support the hospital systems and also provide one week of on call ever month. Wrote several procedures since being employed, which had been approved for use to assist other

analysts Supported several Dell hardware models including OptiPlex, Dimension, C and D series Laptops,

Fujistu Laptop models Responsible for troubleshooting network issues including using telnet to get into switches to set

port speeds and locate problems, and the ASC server to setup wireless profiles, and for trouble shooting issue

Configured and troubleshot wireless devices such as wireless laptop, phones (Black Berry, Trio, PDA), wireless carts (WOWS)

Education

Bachelors of Science in Business Administration, December 19, 2009

Bellevue University - Bellevue, NE, USAGraduated with honors and was placed on the Dean List where I was award a certificate for my academic achievement.GPA: 3.61Associates of Occupational Studies Computer Systems Technology, February 28, 2001MTI College of Business and Technology, Houston, TX.GPA: 3.43Professional Training

Training at LANWAN Professional in LA and remotely at home. (All hands on network training configuring routers and switches from the ground up from September 7, 2015 to October 30, 2015. - Not Certified)

Accomplishments

Owner of Rose Ann’s Taqueria from 2006 to 2008 in Galveston, Tx. – Managed vendors, Inventory, hiring and training of staff members, menu creation, advertising, handle all accounting for the business and payroll.

Owen of Rios Mexican Restaurant from 2008 to 2009 in Dickenson, Tx. - Managed vendors, Inventory, hiring and training of staff members, menu creation, advertising, handle all accounting for the business and payroll.

Sergeant (Detective-Supervisor over Criminal Investigation Division) Galveston ISD Police Department (Police Officer: 1994-2001).In charge of all criminal investigations, report writing, crime scene investigator, worked closely the District Attorney’s office, and wrote detailed reports to review with the Grand Jury to seek indictments for case I worked for person already arrested.

Grocery Manager for Randall’s (1986 – 1993) running a 20 million dollar store. In this position I was responsible for daily store activities in charge of all managers from other department and ordering of products for the entire store unloading two trucks a day with over 3 thousand pieces per truck. Also in charge of a 15 person stock crew while also keeping up with daily finical responsibilities where I was given a weekly budget not exceed this amount in order to make a profit and to receive my quarterly bonus for my efforts.

Route delivery driver for Rainbow Bread (1984 -1986), where I was responsible for inventory and delivery of products to all stores within my given route while creating new business for sales in my area.