Joe Oliveira

Work experience

Massachusetts Institute of Technology (MIT)

• Field Service Engineer

To support the departmental computing environment of one or more Service Level Agreement (SLA) clients (i.e., MIT departments) in a way that ensures client satisfaction, and is consistent with MIT IS&T departmental computing framework, including HW and SW standards.

Volpe Center

• IT Support Specialist

Decision Resources

• IT Support Specialist

  • Work with internal employees over the phone, in-person and via remote desktop technology to solve computer issues
  • Perform ghost imaging on systems that are being converted, upgraded or backed-up
  • Utilize Sata to USB to ensure appropriate files get transferred
  • Work with Active Directory to reset passwords, group policies, and manage users
  • Set-up new employees with appropriate hardware including PC, Vo/IP phone, Mouse, Keyboard, and Monitor
  • Migrate data including Outlook, signatures, data files and bookmarks from IE from old to new systems
  • Map and manage the adding of files to and from shared drives/folders
  • Add new hardware to network for TCP/IP and WLAN recognition
  • Format workstations and servers utilizing G-Disk Server and Workstation Decommission to remove important files
  • Conduct software upgrades and installs for Microsoft, Adobe, and custom desktop and networking software
  • Work with Cisco phone systems to assign personal identification for new or existing employees
  • Troubleshoot and configure workstation computers and printers
  • Setting up Audio and Visual in conference rooms
  • Creating FTP, Guest WiFi and WebEx Accounts
  • Created MS Visio diagrams for floor charting.

Apex Systems

• Break-fix Field Technician

  • Achieved Top 5 Technicians
  • Handle client needs in-person and over phone and consult with issues and needs
  • Utilize time-management and organizational skills to ensure tickets is processed
  • Repairing Dell/Alienware Desktops and Laptops
  • Service delivery; delivering/repairing Dell parts to Home users, Companies, Government agenesis
  • Going to FedEx daily to pick up and drop off parts
  • Printing and reading and adding additional notes to daily tickets
  • Test, troubleshoot, and document test results for clients Desktops and Laptops
  • The ability to effectively prioritize and execute tasks in a high-pressure environment while maintaining a strict attention to detail based on SLA
  • Diagnosing and solving complex desktop software issues
  • Working independently and manage multiple tasks
  • Written and verbal communication skills, and maintain a positive attitude, with great customer service
  • Answering, analyzing, tracking, escalating and resolving end user issues of varying technical difficulty

Hewlett-Packard

• Level One Technician

One of the technology world’s biggest providers of hardware, software, and services.

Level One Technician:

• Deploying computer hardware of employee workstation computers
• Migrating personal Outlook folders, signatures, data files, and bookmarks from IE
• Managing shared drives of adding files to and from shared drives/folders; Mapping drives
• Troubleshooting and configuring workstation computers and printers
• Extensively familiar working with networking TCP/IP and WLAN
• Work with G-Disk Server and Workstation Decommission to remove important files
• Updating and managing software such as Microsoft Outlook and Microsoft Office
• Handle client needs in-person and over phone and consult with issues and needs
• Utilize time-management and organizational skills to ensure paperwork is processed

Freelance IT Work

• Freelance PC Technician

Providing IT services to individuals for their home PC computers and other related equipment

PC Technician:

Maintain, troubleshoot, isolate, and repair faulty component due to virus infections, hardware failures, or software issues

Education

ITT Technical Institute-Woburn Associates Computer Network Security