Louis R. Reyes ________ __________ ________ _ 173 Tonnelle Ave. NJ 07306 C: (201) 978-2400 • E: reyelouis@gmail.com

SENIOR TECHNICAL SUPPORT SPECIALIST

• Bilingual quality-focused IT professional with 10+ years of successful experience as Senior Technical Support • Proven ability to create and deliver solutions that meet corporate objectives tied to business performance

• Comfortable operating in a wide range of platforms and environments with a strong grasp of technical

opportunities and development of creative technical solutions

• Excel in high pressure environments and impossible deadlines with a demonstrated track record in staff

management, training, recruitment, motivation and integration of high-performance teams

• Establish performance goals and control, while monitoring results to meet strategic objectives

CORE COMPETENCES

Network Connectivity Issues Testing & Troubleshooting Application AdministrationProblem Identification/Analysis

Systems & Network Upgrades Disaster Recovery Planning User Training & Support Tools Client Needs Fulfillment

Systems Integration/Migration Business Process OptimizationWindows & Mac Platforms New Emerging Technologies

TECHNOLOGY SUMMARY SUM

SOFTWARE: Windows, MS Office, MAC OS, Outlook, Lotus Notes, IE, Firefox, Safari, Symantec Antivirus Corp/Endpoint, Oracle & Sybase clients, Java runtime, Citrix, ScheduALL, Novell Client VMware Infrastructure Client, GHOST. Remote: LANDesk, RA, RDP, NetMeeting, Dameware. Network: TCP/IP, DHCP, DNS, Active Directory, proxy configuration & mainframe terminal emulation

HARDWARE: PC’s and Laptops (Dell/HP/Lenovo/IBM/MAC Pro), Bloomberg, Blackberry (BES), and DELL, HP Network Printers/scanners

PROFESSIONAL EXPERIENCE

PR Newswire Association Senior Technical Support – NY, NY Oct. ’99 – present

Direct hands-on responsibility for leading and assisting the Technical Support staff and function as Help Desk Analyst for global financial news service provider with remote support for bureaus in the United States, Central America, South America, Europe and Asia. Work with all business units to design and develop new applications to meet business needs. Manage various bureaus domestic; and international. Travel to Asia, Europe, Central America and Latin America to coordinate and schedule projects, property acquisitions and routine maintenance. Maintain standards for all desktops, laptops and servers. Manage various areas of support including broadband connectivity, account provisioning, email (Lotus Notes, Outlook, Outlook Express, Mac email) and Windows installation, configuration, and upgrade issues. Maintain and monitor support for all TCP/IP network configurations. Personally responsible for 100+ blackberries and 20 servers, personal support to executive team, including home network setups and remote standards for all desktops, laptops and servers.

KEY CONTRIBUTIONS AND ACHIVEMENTS:• Implemented Windows Active Directory. Resulted in uniformed infrastructure

• Upgraded all Data Circuits. Resulted in faster office interactivity

• Upgraded Notes Client 8.5.1 to all desktops companywide

• Isolated network performance problems and implemented solutions to upgrade Cisco switches (3560,

3750) and improve network performance and uptime

• Replaced all aging infrastructure; including servers, and backup devices

• Documented backup and recovery procedures for disaster recovery

• Standardized VPN solution on Cisco concentrator eliminating insecure remote connections

• Customer Support & Satisfaction – Achieved high level of customer satisfaction through

methodical approach to problem resolution; and standardized desktop solution including hardware and

software packages

• Worked with vendors to assess needs and centralized all IT ordering and software requests

• Order faster data circuits and implemented dedicated point to point MPLS circuit; reduced traffic

between the offices and increase redundancy should there ever be an issue with the circuits;

documented process for upgrade and communicated to users

PR Newswire Association Technical Support – Jersey City, NJ March ‘97 – Oct. ‘99Managed broad range of installations, upgrades, roll-outs, and troubleshooting projects for Windows-based networks, with a focus on computer/network systems. Identified problems, logged in problem, created trouble tickets and/or escalated to Tier 3 Technicians. Call screening, routing and tracking of all incoming external and internal requests for support received via telephone, email, and/or network from domestic and international PRN users within incident-tracking database.

KEY CONTRIBUTIONS AND ACHIEVEMENTS:• Systems Upgrade – Improved stability and performance of system and network by upgrading

Windows 98 to Windows XP Professional; saved all customer data on existing PCs, built new

computers, migrated existing applications, and customized configuration settings

• Application Implementation – Enhanced remote access through installation and configuration of

VPN, LANDesk, Remote Desktop, Remotely Anywhere PC Anywhere, VNC, and NetMeeting

• Disaster Recovery – Reversed prior history of single-drive data protection by implementing use of

Ghost software to replicate image from primary to secondary hard drive. Implemented disaster

recovery procedures using Retrospect Pro, and Ghost

PR Newswire Association System Integration Specialist – Jersey City, NJ April ‘94 – March ‘97Developed and tested new prototype systems to implement them into production; tested new software and hardware for multiple Operating Systems; documented new projects including installation and configuration instructions.

EDUCATION

Saint Peter’s College – Jersey City, NJ B.A. in Computer Science Graduation: 1992