Guillermo A Pierluissi4415 Hector Ct Apt 7 ● Orlando, FL 32822

407-952-0320 ● guillermopierluissi@gmail.com

SUMMARY

Bi-lingual (Spanish and English) IT Technician with a vast expertise installing and maintaining a wide range of computer hardware, software and operating systems.

Highly motivated, organized and resourceful professional with 10 years of experience performing system checks and troubleshooting, imaging, virus and spyware removal, computer diagnostics and repair, hardware and software support.

EDUCATIONInteramerican University of Puerto Rico Aguadilla, Puerto RicoBachelor of Science: Computer System Installation and Repair July 2007Cum Laude

TECHNICAL PROFILE Certifications:

CompTIA A+, Network+ Networking:

Firewalls, Routers, Switches, Active Directory, TCP/IP, DNS, DHCP, TELNET, SSH, TFTP,FTP, Traffic/Bandwidth management, PPTP, L2TP, IPSec

Operating Systems: Windows: XP, Vista, 7, 8.1, OS X, Linux: Fedora, Ubuntu

Virtualization and Cloud Technologies: Citrix XENServer, VM-Ware ESXi, Microsoft Hyper-V, Oracle VirtualBox

Support Tools: TeamViewer, LogMein, Acronis True Image, Cerberus Helpdesk, Gparted, Memtest86+

Software Applications: MS Office 2003-2013, Wireshark, Nmap, Nessus

Hardware: Desktops, Laptops and Servers, Cisco routers, Switches, Wireless routers, Network Printers

SKILLS

Technical Support Install, configure, and troubleshoot desktop equipment for new users. Data migration. Assign user accounts on servers and granted permissions to shared resources. Provide telephone and remote technical support. Document support issues and resolutions in Help Desk software. Follow up with end users on resolution satisfaction. Consolidated operational efficiencies by creating networks for testing purposes, completing diagnostic

tests and repairing malfunctioning hardware and software. Increased leadership skills and employee confidence by performing firewall assembly and

troubleshooting of networking hardware for department personnel. Provided oversight on the daily performance of computer systems to eliminate equipment downtime and

diminishing and preventing repeated user-errors.

Troubleshot operating systems and ran hardware and software system diagnostics to report data analysis to senior leadership teams to aid with executive decision-making.

Instructs user on how to perform basic functions on PC.

Computer Competency Enhanced lead times and developed departmental rapport by installing motherboards, processors and

RAM for personnel. Set up, tested and configured networks, desktops, field team laptops and printers for department to ensure

all project deadlines were being met for IT department. Eliminated equipment downtimes by providing user password resets and preventative maintenance and

configuration for all print servers. Perform data migration to new machines.

Customer Service Raised customer satisfaction ratings by resolving technical issues for clients through phone and email to

better streamline the process for customers. Implemented best practices by creating employee training materials and procedures to educate personnel

on proper software and hardware protocols. Write internal Wiki pages. Entered orders and delivered product and promotion information to customers on time to meet company

CS protocol. Built client satisfaction ratings by ensuring a high quality of service is maintained, whilst ensuring

compliance to established operational procedures and processes. Pro-actively channeled client feedback to the appropriate departments within organization to help affect

change and increase customer satisfaction.

WORK HISTORY

Firewall TechnicianGlobal Technology Associates, Inc. - Orlando, FL September 2007 –Present

Computer SpecialistAuto Mart - Rincon, Puerto Rico July 2002 – December 2006

Intern Computer TechnicianInteramerican University of Puerto Rico. Aguadilla, Puerto Rico August 2006 – October 2006

Intern Computer TechnicianComputech – Mayaguez, Puerto Rico January 2004 – May 2004