Jose Antonio Matias Jr200 Chelsea Street, Apartment 2, East Boston, MA 02128 (617)981-9727 JMatiasJR@gmail.com

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Help Desk and Desktop Support____________________________________________________________________________________________________________________________________

PROFILE: I am a seasoned Help Desk Support Technician. Customer Service is my #1 priority. I believe that a One-Call-Is-All-Resolution is the best way to work. If you start the call, you should be aware when it is over.

Being raised in a military family and then joining the military has instilled upon me many things. For one, I am as reliable as they come. I am also a timely person. I always apply my work ethic and high quality standards in everything I do and everything I am involved in. If I see something that needs to get done, I do it or find someone that is qualified to do it. 

I am very positive and motivated. If I see the team start to crumble, I do my best to pull them back together and become cohesive again. We all have the responsibility of making sure that the client is happy with the outcome. Capabilities in the following:

*Networking *Windows (all platforms) *Remote Desktop Connection*Computer Assembly *TCP/IP *Internet*System Upgrades (Roll-Outs) *Software & Hardware Installation *Commitment & Reliability*RSA Secure ID *MS Office 97 - 2013 *End-User Training*Bilingual - English/Spanish *Leadership *Cisco VPN*Customer Service *High Quality Standards *Active Directory

EDUCATION:

ITT Technical Institute, North Boston, MA 03/14 - 09/14Computer Networking Systems HIGH HONORS STUDENT

Stone Academy, Waterbury CT 12/03 - 06/05Integrated Computer Technology Program HIGH HONOR STUDENT

ITT Technical Institute, Framingham, MA 01/97-12/97Degree program in Electronics HIGH HONORS STUDENT

RELATED EXPERIENCE:

Level 2 IT Specialist – Boston Consulting Group 03/13 – Present Manage yearly laptop roll-out for 400 in-house / 500 remote users Arrange for outside company to pick up expired warranty laptops Arrange for vendors to repair broken laptops and desk phones Resolve issues from trouble tickets created via email or ticketing system Activate iPhone or Blackberry for users Manage inventory for Laptops, iPads, Printers, Monitors Install or Move users equipment on desks Create/add/update security profiles for Users and Laptop via Active Directory Create security groups in Active Directory for folders on the network Create phone extensions and voicemail via HiPath and Expressions Program Siemens phones for new or transferred users Troubleshoot network printer issues Set-up Conference Rooms for meetings with either Video Camera or Video Tele-Conference (VTC) Image and update laptops for new and existing users using SCCM Oversee appointment scheduling for all conference rooms Issue RSA Tokens (Software or Hard) for employees and contractors Monitor health of laptops and resolve any issues that may arise Order accessories for users Orientation for New Hires on IT Equipment Offsite support for Case Teams Train New IT Specialists IT Support of World Wide Town Hall Meetings for all Executives and Partners IT Support of Regional Partner Committee Meetings Assist in hiring process for new IT Specialists Test new software to be deployed Participate in projects where IT will need to be involved

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Help Desk / Desktop Technician – USDA/FNS 12/10 – 03/13 Received calls, emails or walk-ins for 300 in-house / 2000 remote customers Average weekly call volume was 50-60 calls Assisted the company in starting a National Help Desk Help desk / Desktop ratio was 50/50 Supported Microsoft Office 2007 & 2010, Adobe, Citrix & many other common programs Supported Dell & HP laptops and printers, Apple iPhone4/4S/5 and iPad 2/3 and Motorola Droids Supported In-Home Networking, both wired and wireless Troubleshoot issues with Cisco VPN and SoftPhone connectivity in-field and in-house Troubleshoot issues with Verizon USB and MIFI wireless Re-imaged and repaired damaged laptops Returned calls from clients that left problems on voicemail and email Filled out problem tickets for each call, email and walk-in using Alloy Ticketing Used Microsoft Office Communicator (Lync), TeamViewer and Remote Desktop to help users Installed and upgraded software packages – i.e. Java, Adobe Flash Player, Adobe Acrobat Set-Up Remote Workstations during renovations and New Cubicles after renovations Tested new equipment and software for compatibility before roll-out to public Assisted in creation of Win7 image for new laptops & upgrade roll-outs Conducted 2 different Roll-Outs – XP to Win7 using Ghost and a Laptop warranty upgrade Conducted Roll-Out of local and network printers Achieved in being the top technician in ticket closures and in receiving calls Created, Updated and Deprovisioned accounts in Active Directory Created Distribution List for Outlook in Active Directory Set-Up Conference Room for meetings with either Overhead Projector (Live Meeting) or Video Tele-Conference (VTC) Managed documentation for all IT equipment

Help Desk – Boehringer-Ingelheim 04/09-04/11 Received calls from 3,500 remote sales force of Boehringer-Ingelheim, both English and Spanish speaking Average call volume is 40-60 calls per day Highest call volume taken was about 125 calls Returned calls from clients that left problems on voicemail and email Filled out problem tickets for each call using HP OpenView Service Desk or infraEnterprise Service Manager and a Knowledge Base

called Knova Troubleshot issues with Avaya phone systems Used Proxy Master, Net Meeting, WebEx, SAP, ACE RSA management, Active Directory to assist clients with problems Supported Microsoft Office 2003 & 2007, Siebel, Update.Seven, Adobe, & many other common programs Supported HP/Compaq laptops, tablets & printers, Linksys router, RSA SecurID, Blackberry and other peripherals Supported of In-Home Networking, both wired and wireless Troubleshoot issues with Cisco VPN, iPass dialing connectivity in-field and in-house Troubleshoot issues with AT&T USB wireless connectivity Created Events on HP Service Desk and infraEnterprise Service Manager when there is an outage Shipped computer accessories to sales force when they report missing, lost or broken parts Helped in the rebuild of damaged laptops that are returned to company  Created new hire package of accessories and shipped accordingly Assisted users with conference calls using Avaya phone and Avaya Polycom device Trained and shadowed new helpdesk employees

Help Desk – Saint Francis Hospital         06/08-10/08 Receive calls and emails from 5,000 employees of Saint Francis Hospital Average call volume is 60-80 calls per day Create/Modify/Disable accounts and assist users with passwords resets on Active Directory Call clients back that leave problems on voicemail and email Fill out problem tickets for each call/voicemail/email using Magic Ticketing and direct the tickets to appropriate departments Use DameWare, IDX Remote Control & Remote Desktop to assist clients with problems Assist clients with installation and use of Cisco VPN Support MS Office 2007 and a wide variety of medical programs Support numerous types of printers in network and local aspects

Help Desk – Boehringer-Ingelheim 06/06-07/08      Received calls from 3,500 remote sales force of Boehringer-Ingelheim, both English and Spanish speaking Average call volume is 40-60 calls per day Highest call volume taken was about 125 calls Returned calls from clients that left problems on voicemail and email Filled out problem tickets for each call using HP OpenView Service Desk or infraEnterprise Service Manager and a Knowledge Base

called Knova Troubleshot issues with Avaya phone systems Used Proxy Master, Net Meeting, WebEx, SAP, ACE RSA management, Active Directory to assist clients with problems Supported Microsoft Office 2003 & 2007, Siebel, Update.Seven, Adobe, & many other common programs Supported HP/Compaq laptops, tablets & printers, Linksys router, RSA SecurID, Blackberry and other peripherals

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Supported of In-Home Networking, both wired and wireless Troubleshoot issues with Cisco VPN, iPass dialing connectivity in-field and in-house Troubleshoot issues with AT&T USB wireless connectivity Created Events on HP Service Desk and infraEnterprise Service Manager when there is an outage Shipped computer accessories to sales force when they report missing, lost or broken parts Helped in the rebuild of damaged laptops that are returned to company  Created new hire package of accessories and shipped accordingly Assisted users with conference calls using Avaya phone and Avaya Polycom device Trained and shadowed new helpdesk employees

Level 2 Technical Support (Recovery) - IBM 10/05-05/06 Receive calls from Support, Customers or Help Desk for IBM Level 2 Technical Support Determine what kind of problems they are calling in for and fill out appropriate paperwork for each problem Make trouble tickets for Support teams and Managers using Remedy Ticketing System Unite Support Teams and Managers either by Online Chatrooms or Conference Calls

Field Technician - DCMA 10/2005 Participated in PC Migration for DCMA and Pratt & Whitney Set-up both network and local printers on the new PC Installed & Troubleshoot programs on the new PC

Field Technician - CVS 07/05-10/05 Participated in a rollout project to for CVS Pharmacy through Getronics Travel to various sites to accomplish installation of computer equipment Communicated by phone and by paper various findings with multiple companies dealing with the upgrade project Set-up new network systems when project called for it Install and configure new Server/Workstations/Printers/Scanners Test and troubleshoot new hardware

Field Technician – Ford Motor Credit 09/2005 Participated in laser printer rollout project for Ford Motor Credit Corp. through HP Received, inventoried, installed and configured new printers Inventoried, packed and shipped old equipment

MILITARY:

Massachusetts Army National Guard Secret Clearance/Honorable Discharge 12/96-11/07Communications Sergeant/Water Purification Specialist -

U.S. Army Secret Clearance/Honorable Discharge 02/92-05/94Communications Specialist

Army Commendation Medal: 2004 Army Achievement Medal: 1993, 1999, 2003 Certificate in Combat Lifesaver Training: 2003 Achieved Top Secret Clearance, U.S. Army: 2002, 1992 Certificate of Appreciation, Army National Guard: 2002 Certificate of Achievement: U.S. Army 1994

Utah Army National Guard 2002

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