Samuel Díaz Díaz

787-975-2186 / 787-975-2896 https://pr.linkedin.com/in/samueldiaz1 diazsx376@gmail.com

Senior Technology Support and Management

Senior IT with 19-year background in technical support and management. Broad knowledge of computer systems and services. Interest in pursuing an IT management position. Fluent in English and Spanish, fast learner and team player.

P R O F E S S I O N A L E X P E R I E N C E

WorldNet TelecommunicationIT Technician Consultant (May 2016 – Present):Responsible for the support of analytical equipment. Help Desk Support using remote and diagnostic program, preparation

of documentation and inventory of hardware and software. Working with the Enterprise Administrator Domain (EA) to 23create user account and integrate PC to the Domain.

Responsible for all the installation, relocation and/or modifications of new equipment/workstation including software configuration.

Eduk Group: Education Industry Leader in Puerto Rico/USA with more than 40 campuses, 3,200 employees and 23K+ students.IT Manager (December 2013 – February 2016) : Responsible of all the technology basis on 21 campuses at Insituto de Banca & Comercio around of Puerto Rico to give

the best experience to the students. Help drive and implement IT Corporate Strategy ensuring the voice of the client is heard at Corporate IT. Meet with Business Unit Leadership to discuss system requirements, specifications, costs and timelines. Plan and oversee the computer systems budgets, expenditures and make recommendations about purchase of technology

resources. Maintain current and accurate inventory of technology hardware, software and resources. Lead planning, coordination, execution and implementation of IT projects. Improve team performance by building team cohesiveness, leading, mentoring, training and motivating in order to

facilitate cooperation, ensure project efficiency and boost morale.

Technology Support Specialist Level II (April 2011 – November 2013) : Responsible for tracking software licensing and the use of software on site in accordance with corporate policy. Give support directly to the Senior Leadership TeamKept inventories and maintained a database of technical equipment and submitted recommendations to management in the

selection for new workstations, software and other technical equipment needed.Responsible for all the installation, relocation and/or modifications of new equipment/workstation including software

configuration.Provided technical support for computer hardware and software applications to users. Tasks included: Diagnoses,

troubleshooting, tracking, solving hardware and software problems; escalated irresolvable issues to the appropriate department for resolution.

Abbott Pharmaceutical, Barceloneta, PR (August 2007 – April 2011) PC Helpdesk Support Technician Level I, II: Provided support for the analytical equipment. Help Desk Support Leve I, II using remote and diagnostic programs,

preparation of documentation and inventory of hardware and software. Work with the Active Directory to create users account and integrate PC to the Domain, configuration and

troubleshooting for PC Hardware, supporting in AS/400, SAP, Lotus Notes, Purchasing Applications, Laboratory and Print Server Applications.

Schering Plough Products, LLC Manatí Operations (September 2003 - January 2006):PC Helpdesk Support, Land Administrator) Level II, III:

Responsible for the support of analytical equipment. Help Desk Support using remote and diagnostic program, preparation of documentation and inventory of hardware and software. Working with the Enterprise Administrator Domain (EA) to create user account and integrate PC to the Domain. LAN Guard Software to deploy security Patches and Antivirus Update.

Migration NT user to Active Directory Environment. Responsible of the AS400 client configuration, Oracle, User Files Backup and Millennium (laboratory environments) database backup (using arc server program).

Supporting windows environments. Working in a consent degree auditing area. Responsible for the validation and installation procedure following the protocol standard of the FDA.

Team leading group help desk and 21 CFR Part 11 documentation.Pfizer Pharmaceuticals – Arecibo, PR (January 2002 - September 2003)HELP DESK IT, LAN ADMINISTRATOR ASSISTANT: Migration from Win NT to Win 2000, configuration and troubleshooting for IT Department and LAN Administrator’s

Assistant and cGMP documentation 21 CFR Part 11 Knowledge. Provide Help Desk support to Pfizer’s employees. Tasks included provide technical support over the phone, remote

support using HEAT (Remote and Inventory software) and in person. Configuration of new PC’s, Validation and execution documentation of required SOP’s (Standard Operating Procedures)

and Acknowledge AS/400 environmental & backup the data of the user (Using Veritas program).

Lockwood Green/LG Scott, - Guaynabo, PR (October 1997 - October 2001)HELP DESK IT, LAN ADMINISTRATOR ASSISTANT: Installation, configuration and troubleshooting for PC Hardware, Designer Software (AutoCAD, Microstation,) MS

Office software, client server platforms, exchange server database and domain user manager. Performed technical auditing reviews to ensure business areas comply with IT policies standards and procedures

documentation, configuration and setup AutoCAD drawing for the clients. Installation, configuration troubleshooting, support and maintenance of Local Area Network and documentation at Pfizer

in Barceloneta Project.E D U C A T I O N / T r a i n i n g : BBA & MBA in Management Information System Associate Degree in Computer Programing cGMP Training (FDA Regulations) Computer Validation and Software Validation TrainingSPECIAL SKILLS

Extensive knowledge in: Windows XP, 7, 10, Lotus Notes, Computer Validation, Email products such as Outlook, Exchange Server, Active Directory, Ticket system as Heat, Remedy, Service Support, Inventory Software & Remote Support) as Dameware, VNC, MS Lync, Log me In. Microsoft Office Products 2007, 2010, 2013, 2016, Office 365, GoToMeeting, Internal Auditing, LAN administration and Helpdesk Support, Backup programs such: Arc serve “Veritas, Computer Validation & Printer Server Configuration, SharePoint, Security and Inventory Software as McAfee agent and Antivirus.ACHIVEMENTS Transition all the POS (Point of Sale) system from analog line to IP bases to all IBC (Insituto de Banca & Comercio) on

time and budget. Successfully collaborate on technology implementation, on time and budget, in the new corporate learning management

system program which included LMS Platform (CANVAS), bilingual programs development and Web presence platforms in National Collage Online.

Reduced $10K of expenses by implementing cost reduction in a project of printer optimization program for all 21 Instituto de Banca & Comercio campuses in Puerto Rico.

Successfully collaborate on technology bases the implementation of Google AdWords Certification online platform on target and budget. The estimated business revenue growth calculated in $240K in National Online Collage.

Help on the transition of the IT corporate organization (people, process and technology) from a premises infrastructure and operations model into a Cloud driven/managed solution (Office 365 / Private Cloud / AVPN). Became the first full cloud implementation in Puerto Rico and showcase for Microsoft and AT&T in Edukgroup.

Successfully implement the Standardization of the entire IT equipment for all the Business Unit in IBC, NUCO, NUC and POPAC campuses.

Drove the project implementation for the Claro Wireless Hot Spot for all business units: IBC, NUCO, NUC and POPAC campuses.

Improved paper cost and process reduction by implemented DOCU-Sign initiative to replace manual signature process in FTC Kissimmee Campus.