ROLANDO C. TORRES

216 Raven Drive (316) 253-3068

Clovis, New Mexico 88130 torro4000@yahoo.com

 

SUMMARY OF QUALIFICATIONS

Results-driven IT professional with proven success optimizing technical PC operations to support seamless business operations; excellent analytical and problem solving skills; ability to handle multiple projects in a fast-paced, deadline-oriented environment; areas of expertise:

Project ManagementIT Inventory                     Storage Management

Satellite Office PC SupportData Integrity                    Help Desk Ticket Management

IT SecurityNetwork Monitoring         Back-Up & Disaster Recovery

 

PROFESSIONAL EXPERIENCE

Sys/Admin, Cannon AFB via Ironclad Technology Services, Clovis, NM, 2013 – Present

§ Deliver IT support for the whole base with over 4,000 personnel in support of US Air Force Special Operations Command missions.

§ Administers TACLAN (Tactical Local Area Network) systems for CAFB.

§ Install, troubleshoot, service, and repair personal computers, network "thin client" terminals related PC software, VoIP telephones, cables, and connectors across multiple networks.

§ Provide support for base VIP and DV (distinguished visitors).

§ Provide support for Iphone and Blackberry devices.

§ Manages servers for Windows OS reimaging and deployment.

§ Perform workstation remediation to maintain security compliance.

§ Support for video teleconferencing suites.

§ Install and maintain baseline software configurations. 

§ Connect personal computers, terminals, printers and mobile devices to existing data networks. 

§ Maintain network diagrams and connectivity records. 

§ Instruct users in the use of personal computers and networks.

§ Maintain DOD 8570 Information Assurance requirements by taking continuing education courses and gaining additional industry certification beyond the minimal requirement.

IT Library Sys Admin, Offutt AFB via Computer Sciences Corporation, Bellevue, NE, 2009 – 2013

§ Participated in training and mentoring new team members.

§ Provided Level I and II support with a focus on Windows for staff of up to 4,000.

§ Identified, prioritized, assigned, and resolved end user trouble tickets and service requests including tracking, coordination, and configuration of PCs.

§ Delivered remote support for software issues including installation and configuration.

§ Trained and educated users in various computer processes, providing explanations for technical matters in easy-to-understand terms.

§ Wrote selected SOPs (standard operating procedures) for best practices.

§ Researched and wrote instructions for accessing government email remotely on a Mac computer and provided instructions on a disk to end users.

§ Served key role in major software rollout, resolving numerous issues in a brief time period.

§ Resolved help desk tickets passed to 2^nd level team members and identified major issues.

§ Modified active director user/group account properties and administered active director tasks including password resets, account unlocks, and file/folder/group permissions.  

§ Earned consistently high rankings in client satisfaction surveys and positive feedback from multiple staff members for quality work as well as dependability.

§ Received On The Spot Awards for “exceptional work” – four separate times (required nomination from team member to be eligible for awards.

 

Computer Assistant, Department of the Army, McConnell AFB, KS, 2008 – 2009

§ Delivered help desk/computer support for 300+ staff on base including visits to team members’ desks to perform extensive troubleshooting.

§ Conducted follow-up with customers to ensure quick resolutions; escalated issues requiring immediate attention. 

§ Reviewed, prioritized, and addressed customer’s incidents, requests, and complaints on scanners, network printers, telephones, and software issues.

§ Ensured timely resolutions and positive relationships with internal customers.

§ Provided one-on-one problem resolution through phone, remote desktop and in-person support.

§ Named as Equipment Custodian to fix inefficient inventory system and warehouse filled with unused equipment; turned in all unused equipment and filled warehouse with up-to-date inventory prior to departure.

§ Replaced 100+ computers in preparation for major software upgrade, upgraded computers within the call center, and configured software to ensure compatibility with new Avaya software.

§ Wired large rack with network cables to support 24 laptops and drawers.

Benefits Administration Assistant, Social Security Administration, Boyers, PA, 2007 – 2008

Multichannel Radio Transmission Maintainer, Department of the Army, Fort Bragg, NC, 1999 – 2006

 

EDUCATION

BS in Information Technology, Bellevue University, Bellevue, NE, Nov 2012

 

TECHNICAL KNOWLEDGE & SKILLS

Operating Systems:  Windows Server (2008, 2003), Windows (7, Vista, XP)

Server/Hardware:  Active Directory, CISCO Routers/Switches, Printers, MS

Exchange Server, Raid/Mirror, Routers, Switches, TCP/ICP

Technical Support:  Installation, Configuration & Troubleshooting of Hardware & Software

Software:  Adobe Acrobat, Microsoft Office (Access, Word, PowerPoint, Publisher, Outlook, Excel),

Remedy Action Request System, Approve It, Navfit 98, Adobe Connect

 

CERTIFICATIONS

§ Systems Security Certified Practitioner (SSCP)

§ Cisco Certified Network Associate (CCNA)

§ ITIL V3 Foundations

§ Microsoft Certified Systems Administrator (MCSA)