Elmer Velez: IT Manager in Denver, CO

Maintains operations of Management of Information Systems Department. Coordinates with other departments on computer needs and computer related projects. Administers and manages computer, network and telecom systems. Provides consultation, support and management for in house projects and needs, and also provides support and consultation for clients as required.

Provides first and 2nd-level helpdesk diagnosis and resolution on a wide variety of Network-related problems, Email problems, PC hardware issues, operating system problems and features, Microsoft Office applications and 3rd party software applications. Documents verbally and in writing a variety of IT solutions. Configures, delivers, upgrades, troubleshoots and maintains PCs, Laptops, and PC peripherals, such as scanners, fax machines, copiers, desktop and network printers, and mobile devices, Troubleshoots CAT5 cabling, and provides PBX moves, adds and changes. Ensures rigorous application of information security/information assurance policies, principles and practices in performance of customer support services. Assists in inventory tracking of software and hardware systems.

Working with ticketing system, assists on-site Puerto Rico and remote branch offices and manufacturing sites in: Australia, New Zealand, Mexico and Canada with computers, laptops, printers and software issues. Perform computers images; restore images, resolves network issues, configure and installed wireless systems. Work with Microsoft Office 2007 and 2010, MS Outlook, Lync. Basics of AD, Exchange. Create, configure and manage users and computers in Active Directory. Install and configure Avaya IP phones.

Provide service of technical support and maintenance of the equipment of computers and printers. Install software updates, patches, new versions of products and reinstalling existing applications, install computer images in the new computers, under the contract between Computer Paradise and Departamento de Salud de Puerto Rico.

Monitors, supervises and coordinates the activities of employees, both internal and contracted, who provide IT customer support services. Responsible for managing all trouble reports received by the IT Help Desk, ensuring that the issues are correctly assigned to the appropriate analyst. Also responsible for creating and managing escalation procedures and ensuring service levels are maintained. Communicates frequently with IT management to apprise them of problems and adjustments necessary for maintaining consistent service levels. Assist in the PBX replacement project, replacing Coral PBX for a new Avaya BCM. Being the contact with the outside Project Manager, contractors and suppliers, coordinating the process. Attend to the BCM and VM administrator training.

On-Site Service Desk HP technician in Eli Lilly Hato Rey and Guayama sites. Resolves software and hardware issues received from the Service Tickets system. Assists users with systems problems like laptops, printers, cellular phones. Configure new user laptops and peripherals. Repair computers replacing damaged parts. Update tickets status, Hewlett-Packard service ticket system. Install, Configure and troubleshoot software like MS Office, email system Lotus Notes.

Management of computer systems, LAN and telephone technology used in the Cooperativa, which included but are not limited to: Accounting Applications, Meridian PABX Telephone, Human Resources and Payroll System, Kronos and Application software such as Windows 95/98, XP, Microsoft Office 97/2000, 2003, Microsoft Outlook e-mail systems, Windows 2000 Server . LAN, TCP/IP configuration, installation, monitoring and troubleshooting. Establish and lead the goals, policies and strategic procedures for short and long term. Work with the Executive President to prepare the annual Department Job Plan, Department Budget, to meet the goals. Evaluate and recommend updates for actual and future requirements to resolve systems necessities. Implement and monitor information systems standards. Develop and implement new programs and systems including the integration of existing system to improve services, operation and profitability. Schedule, coordinate, perform and install updates, upgrades or new software and hardware. Install, delete and monitor computer access codes for all staff joining and leaving the company. Analyze and work with all departments supervisors to identify systems necessities, establish priorities to develop and implement new data processing systems. Prepares systems documentation and emergency procedure instructions. Work as project manager during the implementation of new systems, that’s include all hardware and software, installing new servers, PC’s, switches, migrate the data to a new software. Supervise the systems installation in a new branch.

Management of computer, LAN and telephone technology used in the hotel which included but are not limited to: Oracle and SUN Accounting Applications, Meridian and Avaya PABX Telephone, Call Quest and MDR Call Accounting System, AP Computer and HR Sense Systems Human Resources and Payroll System, Kronos, Engineering Systems and Application software such as Windows 95/98, Microsoft Office 97/2000, Lotus cc:mail, Lotus Notes and GroupWise e-mail systems, HI WAN, Windows 2000 Server and Professional, Microsoft Proxy Server and Novell Netware 3.20 and 5.1. TCP/IP configuration. Fidelio Front Office system, Fidelio GEM Catering and Banquets system, Micros Food and Beverage POS system. Install, configure, monitor and troubleshoot computer, printers, telephone system and LAN, including cabling, hubs and switches. Create a departmental budget, develops and recommends policy for backup storage and security of records. Develop and implement new programs and systems including the integration of existing system to improve services, operation and profitability. Schedule, coordinate, perform and install updates, upgrades or new software and hardware. Install, delete and monitor computer access codes for all staff joining and leaving the company. Also liaised with other departments ensuring communication and the solutions of problems, prepares systems documentation and emergency procedure instructions, trains computer users on system applications and minor equipment systems problems, resolves users problems and system processing errors, monitors current systems productivities to plan for new equipment or systems, minimize downtime. Reviews IT technical publications and attends trade shows to keep up with new products and technology.

I was responsible for the maintenance, configuration, monitoring and troubleshoot the LAN including PC’s, Printers, Cabling, Switches, HUBs. Coordinate Telephone system maintenance and service with local company PRTC. Support and assist the Computer Operator position.

I was responsible of coordinate, schedule and perform the PC’s and printers repairs in the company workshop or visit the clients. Also we did network cabling drops for small LAN’s.

Responsibilities included perform daily backups procedures, run a daily close procedure and reports for accounting and production department. The position was 1st, 2nd and 3rd shift. Also support the LAN administrator.

Management of computer, LAN and telephone technology used in the hotel which included but are not limited to: Accounting Applications, Meridian PABX Telephone, Call Quest and MDR Call Accounting System, AP Computer and Human Resources and Payroll System, Application software such as Windows 95/98, Lotus cc:mail, Front Office system, Catering and Banquets system, Micros Food and Beverage POS system. Install, configure, monitor and troubleshoot computer, printers, telephone system and LAN, including cabling, hubs and switches.