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    Epam CV

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    David Arreola
    - David Arreola Garcia has over 10 years of experience in technical support and help desk roles, supporting users with a variety of hardware, software, and networking issues. - He has skills in Windows, Linux, mobile device management, Active Directory, virtualization, and remote desktop support and has worked with companies across several industries. - This document lists his work history, roles and responsibilities, tools and technologies used, and education and certifications to demonstrate his qualifications and competencies in IT support.

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    Epam CV

    Uploaded by

    David Arreola
    75 views3 pages
    - David Arreola Garcia has over 10 years of experience in technical support and help desk roles, supporting users with a variety of hardware, software, and networking issues. - He has skills in Windows, Linux, mobile device management, Active Directory, virtualization, and remote desktop support and has worked with companies across several industries. - This document lists his work history, roles and responsibilities, tools and technologies used, and education and certifications to demonstrate his qualifications and competencies in IT support.

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    EPAM CV

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    - David Arreola Garcia has over 10 years of experience in technical support and help desk roles, supporting users with a variety of hardware, software, and networking issues. - He has skills in Windows, Linux, mobile device management, Active Directory, virtualization, and remote desktop support and has worked with companies across several industries. - This document lists his work history, roles and responsibilities, tools and technologies used, and education and certifications to demonstrate his qualifications and competencies in IT support.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    75 views3 pages

    Epam CV

    Uploaded by

    David Arreola
    - David Arreola Garcia has over 10 years of experience in technical support and help desk roles, supporting users with a variety of hardware, software, and networking issues. - He has skills in Windows, Linux, mobile device management, Active Directory, virtualization, and remote desktop support and has worked with companies across several industries. - This document lists his work history, roles and responsibilities, tools and technologies used, and education and certifications to demonstrate his qualifications and competencies in IT support.

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    EPAM Systems, Inc.

    41 University Drive, Ste 202


    Newtown, PA 18940
    267 759 9000 Phone
    267 759 8989 Fax
    www.epam.com

    DAVID ARREOLA GARCÍA

    SUMMARY
     This experienced Technical Support/Help Desk Analyst offers comprehensive skill set covering
    areas like Active Directory, mobile technologies, Windows OS, virtualization tools, remote
    support, and hardware/software troubleshooting.
     Proven track record of delivering IT solutions for clients across North America and Europe,
    managing service tickets, equipment delivery, and service levels as part of the PWC project.
     Demonstrates proficiency with authentication apps, VM management, and network account
    authentication.
     Combines technical acumen with problem-solving, teamwork, responsibility, and analytical
    skills to achieve superior IT support results.

    SKILLS
     Programming languages: PowerShell.
     OS: Windows (7, 10), Android, iOS.
     Other: Active Directory, Tablets, Mobile devices, Office 365, Symantec, Access, SEP Mobile,
    Microsoft Authenticator, VM, Citrix, BitLocker, VPN, CMS, Microsoft Exchange, Command
    Prompt, Remote Desktop, Citrix based virtual desktops, Agent 2.0, AirWatch, RSA, McAfee,
    Encryption, McAfee ePO Console.

    WORK EXPERIENCE
    Jan 2023 – Nov 2023 TIER 2 TECHNICAL SUPPORT - MARSH MCLENNAN
    Project:
    Tasks performed:
     Provide local assistance to the users with issues with hardware and software on their local,
    virtual, and remote computers, provide solutions with their corporate phones, password resets
    and unlock accounts, visualization of accounts using Active Directory, troubleshot applications
    using software center, remote support to Canada, United States and Europe.
    Tools:
     Windows, macos, remote desktop, Active Directory, office, Powershell, servicenow,
    salesforce

    Confidential | January 2024 1


    Dec 2019 – Jan 2023 HELP DESK ANALYST/ LOCAL IT - OMNITRACS
    Project:
    Tasks performed:
     Provide local assistance to the users on the PWC project with issues with hardware and
    software on their local, virtual and remote computers, provide solutions with their corporate
    phones, password resets and unlock account, visualization of accounts using Active Directory,
    Coordination of the tickets assigned to Service Desk Mexico, Assistance of the tickets in Service
    Desk Mexico, Monitoring SLA of the group Service desk Mexico, Working on the Mexico NHO
    since January 2020, Provisioning equipment, Assistance on the NHO sessions, Respond to
    requirements on the request tickets on Service Desk Mexico Coordinate deliver and shipping of
    additional equipment and tablets to Mexico employees.
    Tools:
     • Windows, macos, Linux (fedora and red hat) remote desktop, teamviewer, Active
    Directory, office, Powershell, servicenow, jira, confluence

    Nov 2018 - Sep 2019 LOCAL IT - DEUTSCHE BANK


    Project:
    Tasks performed:
     Provide local assistance to the users on the PWC project with issues with hardware and
    software on their local, virtual, and remote computers, provide solutions with their corporate
    phones, password resets and unlock account, visualization of accounts using Active Directory,
    troubleshoot applications using Software Center and DMC7.
    Tools:
     Windows, macos, remote desktop, teamviewer, Active Directory, office, Powershell,
    servicenow

    Jul 2017 - Oct 2018 AGENT/ CHAT AGENT - TECH MAHINDRA


    Project:
    Tasks performed:
     Providing tech support to users with Windows 7, Windows 10; mobile devices with Android OS
    and iOS using apps for corporate environment access, office 365 environment management and
    security authentication apps such as Symantec VIP Access, SEP Mobile and Microsoft
    Authenticator (MFA); Citrix based virtual machines (VM) management and; Citrix Receiver web
    platform; Microsoft BitLocker, Cisco AnyConnect VPN Client and Avaya VPN Phones; Avaya One-
    X Agent and CMS for agent IDs management and monitoring; shared drives/folders; Microsoft
    Exchange accounts; password resets and account unlocks via AD Help Tool.
     Handling of Windows Command Prompt (CMD) for system command lines entries and remote
    desktop connections, Remote Terminal System (RTS) for remote desktop connections and
    workstation management and diagnostic, Garancy Identity Manager for network accounts
    authentication, multiple Citrix based virtual desktops for multi-domain tools management.
    Tools:

    Confidential | January 2024 2


     Windows 7, Windows 10, Android OS, iOS, Office 365, Symantec VIP Access, SEP Mobile,
    Microsoft Authenticator (MFA), Citrix, Microsoft BitLocker, Cisco AnyConnect VPN Client, Avaya
    VPN Phones, Avaya One-X Agent, Microsoft Exchange, AD Help Tool, Windows Command Prompt
    (CMD), Remote Terminal System (RTS), Garancy Identity Manager, Citrix Receiver web
    platform.

    Jan 2015 - Dec 2016 AGENT 1.5 - COMPUCOM


    Project: Gallo Winery
    Tasks performed: level 1 and level 2 support. Night shift supervisor

    Tools:
     • Windows 7, Windows 10, Android OS, iOS, Office 365, Symantec VIP Access, SEP
    Mobile, Microsoft Authenticator (MFA), Citrix, Microsoft BitLocker, Cisco AnyConnect VPN
    Client, Avaya VPN Phones, Avaya One-X Agent, Microsoft Exchange, AD Help Tool, Windows
    Command Prompt (CMD), Remote Terminal System (RTS), Garancy Identity Manager, Citrix
    Receiver web platform.





    Ago 2013 - Dec 2014 AGENT/ QUALITY AGENT - AMERICAN EXPRESS BANK SERVICES
    Project: authorizations
    Tasks performed: customer support for authorization deparment, Monitoring and make quality
    assesments for incoming calls

    Tools:
     Avaya

    EDUCATION
     Bachelor in Business Administration - Universidad Autónoma Metropolitana.

    CERTIFICATIONS AND COURSES


     A+ Certification (220-1001); Linux; Microsoft Teams.
     Linux Mastery: Master the Linux Command; MD-100 Windows 10 Microsoft Instructor Led
    Training Course.

    Confidential | January 2024 3

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