Eduardo Galvez
Woodbridge
Summary
Meticulous Field System Engineer with 13 year of experience maintaining highly functional hardware and digital systems for uninterrupted workflows and consistent productivity. Oversees routine maintenance checks and software update schedules to reduce network downtime and likelihood of security compromises. Loves collaborating with customers and teammates to develop and implement creative technical solutions to challenging problems.
Overview
14
14
years of professional experience
Work History
Field Systems Engineer
OTG Management Inc.
06.2024 - 03.2025
- Answering, prioritizing, and responding to incoming telephone, tickets, and e-mail requests for assistance from users experiencing problems with hardware, software, networking.
- Networking troubleshooting or new setup on Meraki dashboard on Cisco switches.
- Appetize AD management included but not limited to user creation or password reset.
- Ensuring that all tickets requiring follow up work and/or calls receive appropriate attention
- Escalating issues to the appropriate channel quickly to avoid losses in efficiency
- Provide weekend support as required
- Deployed iPads and Mac minis. Managed devices through Cisco Meraki MDM
- Deploying software updates via Apple Configurator, iTunes and troubleshooting iPads via physical inspection/ remotely through LogMeIN.
- POS (Elo Kiosk) setup, configuration and maintenance.
- Configuring and troubleshooting employees Laptop, Desktop, Mobile devices and printers.
- Trained computer users to operate provided software and systems.
- Maintained daily performance of computer systems and user accounts.
- Provided all necessary documentation for IT Solutions
- Assisted in the development of company-wide best practices for field support services, contributing to overall operational excellence.
- Camera surveillance system configuration and maintenance.
IT Operations Analyst II
Moneygram International
01.2022 - 03.2024
- Support and verify function ability from multiple platforms.
- Monitor multiple environments responding to system requests and outstanding replies.
- Create/Update incident/change ServiceNow/Salesforce lighting dashboard.
- Support changes as needed (System maintenance.
- Research and respond to batch processing delays and escalate as needed.
- Handle Ad Hoc Requests.
- Windows 11/10/7 troubleshooting and reinstallation.
- Follow established escalation procedures reporting any delays or problems to the lead or manager.
- Enhanced team collaboration by developing and maintaining comprehensive documentation for IT procedures and policies.
- Promoted adoption of best practices within the team by providing training sessions on new tools, technologies, and methodologies relevant to IT operations analysis.
- Handling SEV1/2 bridge calls analyzed network, application, APIs setup from client and resolved issues in order to keep revenue/productivity in timely manner.
- Optimized IT operations by implementing effective monitoring and incident management processes.
- Setup PC peripherals through remote sessions for onboarding or troubleshooting processes.
Tech Support Tier3
TELUS / Moneygram
02.2020 - 12.2021
- Support and verify function ability from multiple platforms.
- Monitor multiple environments responding to system requests and outstanding replies.
- Create/Update incident/change ServiceNow/Salesforce lighting dashboard.
- Support changes as needed (System maintenance.
- Research and respond to batch processing delays and escalate as needed.
- Handle Ad Hoc Requests.
- Windows 11/10/7 troubleshooting and reinstallation.
- Follow established escalation procedures reporting any delays or problems to the lead or manager.
- Enhanced team collaboration by developing and maintaining comprehensive documentation for IT procedures and policies.
- Promoted adoption of best practices within the team by providing training sessions on new tools, technologies, and methodologies relevant to IT operations analysis.
- Handling SEV1/2 bridge calls analyzed network, application, APIs setup from client and resolved issues in order to keep revenue/productivity in timely manner.
- Optimized IT operations by implementing effective monitoring and incident management processes.
- Setup PC peripherals through remote sessions for onboarding or troubleshooting processes.
Remote Helpdesk Support
Motiva Network Long Island
02.2019 - 01.2020
- Ensured data security with regular system maintenance tasks including patching, updates, backups, and antivirus scans.
- Coordinated with vendors for hardware/software upgrades or replacements when needed for optimal system functionality.
- Boosted end-user productivity through effective remote assistance using various tools such as Connectwise, Labtech, Remote Desktop, and VPN connections.
- Administrate, update and setup Active Directory Servers, O365 Admin, Microsoft Exchange Servers.
- Windows 10/7 troubleshooting and reinstallation.
- Proactively identified potential IT issues through routine audits of systems'' logs, alerts, and reports.
- Troubleshoot and fixed issues in Mac/Apple devices.
- Use of Connectwise to documented knowledge base with technical issues and solutions to enable tracking history and maintain accurate logs.
- O365 and OneDrive setup, training and walkthrough to clients.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone.
Tech Support Tier1
Concentrix / Microsoft
08.2016 - 02.2019
- Evaluated potential software applications for compatibility with current systems, recommending effective solutions when appropriate.
- Windows 10/8/7 troubleshooting and reinstallation.
- Peripheral setup.
- Use of LogMein to performed various task.
- Organized and facilitated workshops to teach peers about trending technologies and industry best practices.
- Mentored new Teen Tech Members, providing guidance on program goals and expectations.
- Continuously improved professional skills through training, certifications, and participation in relevant industry forums, ensuring up-to-date knowledge on emerging technologies.
- Use of ticketing system improvements that led to more accurate tracking of support requests and faster response times.
- Managed high call volumes, prioritizing tasks to ensure timely responses and resolutions for all inquiries.
- Diagnosed and troubleshot hardware, software and network issues.
Tech Support Tier2
Concentrix / Dell/Alienware
08.2011 - 07.2016
- Patched software and installed new versions to eliminate security problems, protect data and enhance equipment performance.
- Windows 10/8/7 troubleshooting and reinstallation.
- Peripheral setup and troubleshooting in remote sessions using Logmein.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Diagnose PC/laptop through various test and sent part with onsite technician to fix issues.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Streamlined helpdesk processes by creating detailed documentation and updating knowledge base articles.
- Implemented an automated ticketing system that streamlined helpdesk workflow while improving response time metrics.
- Provided after-hours support to ensure continuous IT service availability during critical business periods or outages.
Education
Cloud Switching And Wireless Implementation
Cisco Meraki
12-2024
Certificate -
CompTIA
10.2022
Associate of Arts - Culinary Arts
ITCA FEPADE
2006
Skills
- Network Troubleshooting
- Incident Management
- POS Setup and Maintance
- Printer Support
- Remote Technical Support
- Customer Service Expert
- Hardware Troubleshooting
- Hardware Repair
- Cloud technology
- Mobile Device Management
- Team Collaboration
- Ticket Management
Languages
Spanish
Native or Bilingual
Timeline
Field Systems Engineer
OTG Management Inc.
06.2024 - 03.2025
IT Operations Analyst II
Moneygram International
01.2022 - 03.2024
Tech Support Tier3
TELUS / Moneygram
02.2020 - 12.2021
Remote Helpdesk Support
Motiva Network Long Island
02.2019 - 01.2020
Tech Support Tier1
Concentrix / Microsoft
08.2016 - 02.2019
Tech Support Tier2
Concentrix / Dell/Alienware
08.2011 - 07.2016
Associate of Arts - Culinary Arts
ITCA FEPADE
Cloud Switching And Wireless Implementation
Cisco Meraki
Certificate -
CompTIA
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