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Miguel Leno

Miguel Leno

AVP, Systems Support

First Guaranty Mortgage Corporation

Centreville

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Carfax, Inc.

Desktop Administrator

Patched, updated and deploy software across the enterprise to target security vulnerabilities and user uptime. Attend and resolve to Service Desk Plus trouble tickets to meet company SLA. Provide guidance and a strong work leadership with less-experienced technicians. Participated in special projects as required. Example: created a Service Desk SharePoint site for Carfax staff.

Mobile Administrator
Technical troubleshooting and hands-on experience with iOS, Android and Blackberry devices. Administered Active Sync, BES and GOOD management applications. Assist end users via telephone, e-mail and visits with a wide range of questions, problems and requests with their device connectivity. Maintain mobile device inventory, such as iPhones, iPads, Android, Blackberry, Broadband Cards and Mobile Hotspots. Train end users on mobile device technology.

Carfax, Inc.

Help Desk Analyst

Maintain an inventory of hardware, software, purchase dates, warranty and registration information. Provide accurate and creative solutions to customer’s hardware and software problems to ensure user productivity. Research, resolve, and respond to questions received via telephone calls, visits and email. Maintains current knowledge of relevant technologies as assigned. Installs, configures, and upgrades computer hardware and software. Assist with the ordering of hardware and software.

Resolvit

IT Support Specialist

Provide level I, II, and III support to internal and remote users. Image, configure and setup new PC’s and laptops. Troubleshoot connection problems. Mapping network drives. Install and update programs. Maintain inventory of company equipment.

First Guaranty Mortgage Corporation

Help Desk Coordinator

Implemention of the Dell Kace systems management & deployment appliance. Configure and support enterprise ticketing system, patch management, asset management, and provide level 2 help desk support.

First Guaranty Mortgage Corporation

AVP, Systems Support

Oversee Service Desk operations and tasks. Provide leadership and guidance to my staff in efforts to drive team success and meeting FGMC business goals.
Manage the company's enterprise ticketing and management solutions and keeping up with user demand. Support all desktop support levels in resolving end user technical issues.

Perot Systems Government Services

Automated Liaison

Provide level II support in the configuration of hardware and software on approximately 4 – 5,000 workstations within the Library of Congress. Monitor and track incidents and trouble calls in Remedy ticketing system in support of the incident and problem management process; recognize high priority tickets and take action within the expected response time Blackberry technical support for the LOC executive and senior branch.
Audio visual multimedia support technician. Setup A/V equipment for conferences, seminars and training sessions.

Tampa Technical Institute (TTI)

Associates Degree, Electrical Computer Engineering Technology

Managing and maintaining computer hardware.
Basic Electronics, Semiconductors, Digital, and Communications

Learning Tree International

Certificate of Completion

A Comprehensive Introduction to Networking (2013)
TCP/IP Comprehensive Introduction (2011)
Windows Server 2003/2008 (2006 - 2008)
Windows XP (2005)
Managing and Troubleshooting Workstation and Laptops (2004)

Manage Engine

IT Certification, Desktop Central