Rudolph Madrid
211 North Waverly
Alma, MO 64001
719-238-7432
Pramadrid@hotmail.com
RELEVANT EXPERIENCE
P@M Computer Services Computer Repair (Desktop and Laptop
Repair) Colorado Springs, Colorado 04/07- 03/09 hardware repair for 95, 98,
2000,Vista, software upgrades. Configuration and repair of OS, upgrades
replacement
Of Parts, New/Used Systems, Resolved end users installation issues with
supported hardware and software applications.
Progressive Insurance (Contractor) Emergency Response Team (Desktop and Laptop
Technician) ( Contractor), Colorado Springs, Colorado 12/06-02/07
Short term contract to assist with backlog of machine builds.
Desktop and Laptop support including set up: Received requests for Developer
machine builds and rebuilds. Duties included: OS imaging, utilizing Windows 2000
operating system, adding and removing specific application software and hardware
according to specification guidelines. Specifications include: configuration of
hardware and software in bios, adding additional memory as needed, configuration
of operating system and software includes: adding administrative rights,
services, email ( Lotus Notes), internet security ( IIS), error detection and
repair via application server. Setup includes: Transferring PC or Laptop, adding
peripherals and checking port connectivity. Additional duties included: Monthly
audit of all PC’s throughout out the building.
Hewlett Packard, Colorado Springs, Colorado, ( Contractor)
Global Service Desk Engineer, Service Tech II, 2003- 2006
Supported multiple companies with IS support: Johnson Controls, Dow Chemical,
Baxter Health systems, US Gypsum, Blue Cross Blue Shield, On–Semi Conductor, US
Postal Service, Microsoft. System Repair and Troubleshooting: Diagnosed and
repaired computer hardware and software, network problem diagnostic and support.
Establishing alternative repair procedures to meet customer needs. Windows XP,
Windows 2000, Supported multiple software applications, email support and chat
tool, Active Directory, Remedy, Clarify ticketing tools, Investigate and
troubleshoot Email issues with various Email clients, Utilized the Remedy
call-tracking systems to document work, establish trend analysis, and create a
troubleshooting database to shorten future repeat issues, resolve network
connectivity issues for internal end users.
• VPN supported various end user configurations for remote users via client
configuration tools and internet protocol tunneling procedures.
• Lotus Notes Client , supported client with connection to remote
Domino server and synchronization of supported email with correct
Configuration
• Active Directory performed password resets and characterization of schemas
when necessary.
• GPO reviewed and configured correct policies in active directory users and
computers schema.
• PDA supported configuration and synchronization of email and cradle connection
configuration.
• OVSD service desk client developed by HP, ticketing system, performed
escalation requirements via OVSD
Hewlett Packard, Colorado Springs, Colorado, ( Contractor)
Global Service Desk Engineer, Service Tech I, 02/07-03/07
Dow Chemical ( Back up support of main helpdesk that moved to Costa Rica)
Duties include: Diagnosed and repaired computer hardware and software, network
problem diagnostic and support, Active Directory, Maintained and completed follow
up actions on help desk tickets until internal end user problem was resolved
School District 11, Colorado Springs
LAN Support 06/2003 - 09/2003
Supported LAN department for short term contract:
PC hardware repair for 95, 98, 2000, XP, software upgrades, set up for
classrooms with new PC upgrades
MCI, Colorado Springs
National System Support Specialist, Manager level 1, Tier 2 support 2001 - 2002
Provided technical support for all customer service centers throughout the
country, focused on resolving most WAN issues.
Provided ON-Call Support for 24 hour coverage of all WAN issues that met
escalation criteria. Ability to work well under pressure.
Produced password creation and access for Remedy users, AS400 users, Regional
Access Facility users, Window NT 4.0 users.
Formulated Technical Summaries on each issue resolved by management.
Calibrated downtime calculations for senior Management.
Sustained system issues that included: Transaction Server, Citrix Server, Mosaic
Dialer, Desktop PC, Domain Controller, Back up Domain Controller, Registry
Mainframe and Midrange Applications, VMS, E-Mail and Upgrades.
Facilitated troubleshooting conference meetings
MCI, Colorado Springs
National Helpdesk Analyst, 2000 - 2001
Computer operator for MCI 1st level national operations team. Duties included:
password creation, password resets, troubleshooting access issues, ticket
assignment, Proactive backup support for 2nd level support teams.
Managed password creation for Racf users, AS400 users, Remedy Users, Windows NT
Users, Email and Customer Service Verizon GUI issues.
MCI, Colorado Springs
KnighHawk Industries, Apple Computer
Bench Technician 1994-1995
Performed hardware diagnostic and repair on all re-work Apple computer LC580's
in line to be shipped. Work performed included troubleshooting all motherboard,
hard drive, monitor, OS testing and all other failures from manufacturing floor
re-work labels.
EDUCATION
Air Academy High School, USAFA, Colorado
Adams State College 1990- 1991
Colorado State University 1992- 1993
SKILLS
Client Server
Windows 2000 Professional and Server, Windows 2000 Network Environment, Windows
2003 Network Environment, Active Directory, Group Policy
systems and office suite.
- Managed the daily operations of a network
Operating Systems & Software:
* Microsoft Windows 2000/ XP /
* MS-DOS, Microsoft Office Suite, OS system reliablity,
* TCP/IP, VPN,RAS, Backup Restore, Modem and Network hardware, DHCP, DNS,
Proxy configuration, Port configuration, Hardware Reliability, IPSEC,
Computer Management, System Log Monitoring and Alerts, OS process control,
registry maintenance, file management, printer administration, application
software maintenance, Security, MSDOS, Netbios, Boot sequence modification,
restage processes. IIS's local area network (LAN) via a dial-up and/or dedicate
connection to establish an Internet presence via IIS's WAN, webserver, Intranet
and Internet, GPO permissions and security, VPN, RAS and Wireless support.
Operating System
Windows 98, 2000 and XP
Applications:
Microsoft Office Applications, Clarify, Remedy, Lotus Notes Client, Internet
Explorer, Remote Access Utilities, Mainframe, VMS, Tivoli, Service Ware,
Hardware:
Experience in A plus, hardware and OS system repair
TRAINING
Microsoft Certified Technical Education Center, 2003. Certificate of
Achievement for successful completion of Microsoft Approved course 2126
Windows 2000 Network Environment
Microsoft Certified Technical Education Center, Colorado Springs, 2003.
Certificate of Achievement for successful completion of Microsoft Approved
Course 2152 Supporting Windows 2000 Professional Server
New Horizons Computer Learning Center, Colorado Springs, Colorado, 2002.
Certificate of Completion for Successful Completion of Network+
New Horizon Computer Learning Center, Colorado Springs, Colorado, 2002.
Certificate of Completion for Successful Completion of A+ Certification
REVIEWS FOR MONTHLY SURVEY RESPONSES, HP, Colorado Springs 02/2003-06/2006
HP quality scoring for technical skills and satisfaction averages 80-100
percent.-
Received a consistent survey average every month of 95% -100% for 3 years
serving.
Review by Johnson Controls for April -
JCI Helpdesk - Monthly Survey Feedback From 4/1/2006 To 4/30/2006
Feed back response , HP software , Professional 8, understood issue 8,
communicated effectively 8, technical knowledge 9, quality and affective solution
9, escalating process 9, service experience by agent 9, satisfaction 9.
REFERENCES
Available upon request
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