Erik Miranda

Experience

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  American Express Co.

  Mar 1991 - Jun 1995

  Emergency Card Replacement Analyst

  Professional experience• Interacted with card members, representative office, and internal units to provide quick and efficient replacement of lost, stolen, or non-received credit cards.• Activities required meticulous analysis of customer accounts as well as assessment of customer situations.• Directly responsible for all departmental workflow, schedules, reports, filing and customer service.• Practiced excellent communication and customer relation skills to alleviate stressful customer related situations.• Rendered prompt and efficient service in expediting cards to card members in a self-directed environment.• Increased productivity by implementing new workflow methods with a limited staff.• Directly involved in the training of approximately ten individuals in the newly established NROC Latin Division card replacement unit.• Handle and distribute large volume of customer files for open case disputes.• Sorted and distributed media and noted customer account accordingly.• Utilized unit resources such as microfiche, unidentified checklist, and terminal database to facilitate information related to customer service cases Show less

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  Dole Food Company

  Mar 1998 - May 2000

  I.T. Computer analyst

  Professional experience• Responsible for managing and administrating internal network, hardware, software, blackberry devices and users. Provided computer and technical support to all employees, remote, via email, phone or at their desks. Provided help-desk support including software/hardware installation, maintenance, upgrades, and troubleshooting of network printers, personal computers, laptops and Blackberry devices.• Organized and setup computer workstation area for transferred or newly hired employees including installation of company standard software application.• Set up and install company network, local, and label printers. Also expedite any upgrades or repair needed accordingly.• Established data drop communication lines or patch cables to data closet to link new workstation setup.• Responsible for company employee’s password, system accessibility and restrictions.• Technologies and applications in use included Windows 2000/XP/Vista, Windows server 2K, 2003/Exchange, Blackberry Server, and Citrix Meta Frame.• User rights (Active Directory). CitrixFarm for internal and external web users, configured VPN for external users to access network.• Interacted and assisted with AS-400 system in resolving error messages encountered by company employees. Show less

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  Palmetto General Hospital

  Jun 2000 - Apr 2003

  Technical Support Analyst

  Professional experience• Directly responsible for setting up and notifying new employees with their company profiles and security rights; including Novell, HBO Smarterm, AS-400, MS Outlook, Kronos, On-Demand, Pharmacy Pyxis system, Teleradiology web base application, Visual Info and Soft-Med.• Maintained, placed and received all IT related product from numerous vendors including software, licenses, switches, hub, PC, Network printers, bar code scanners, image scanners or any other IT requirements needed by various departments. • Conducted problem resolution over the phone for all desktop issues including software, hardware, and printers within an established service level. • Assisted in configuring all newly received workstations with Novell environment application and installation of standard hospital software application. Also any workstation installation and configuration; including any peripheral devises setup.• Provided onsite help-desk support to include software/hardware installation, maintenance, upgrades, and troubleshooting of network printers, personal computers, and mobile devices. Maintained a detailed inventory for hardware and mobile devices• Responsible for troubleshooting any hardware failure on workstations, laptops, printers, and scanners. • Handle any issue related to the audiovisual conferencing and training setup. Including overhead digital projectors, TV and web conference• Actively and independently pursued additional responsibilities that required cross training to increase company knowledge. Show less

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  Acero Systems Co.

  Apr 2003 - Dec 2006

  Filed System Technician and Analyst

  Professional experience• Interface with small, medium and large business level Corporations to provide network support and analytical troubleshooting skills as a Filed System Technician and Analyst. These businesses included corporations such as, Lennar Homes Co., Lexus car dealership, small retail stores, doctor’s offices, law firms, accounting firms, and other newly establish business.• Responsible for daily activities associated with building, installing, and configuring network infrastructures including: servers, router, switches, hubs, CSU/DSU, wireless networks, VPN, database configuration, backups, and data media installation such as Cat5e cabling and fiber optics. Also workstation support and installation and configuration; including any peripheral devises and telecommunication setup.• Assisted corporations and branch offices in converting, imaging, and configuring all workstation from a Novell environment to Windows Active directory environment. Also provided first and second level support for desktops, servers, phones, wireless devises and numerous applications at several corporations.• Directly involved in setting up, configuring and deploying small and medium level business workgroup infrastructures. Show less

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  MTV Networks Latin America

  Dec 2006 - Apr 2015

  Technical Support Senior System Analyst

  • Interact directly with end users from all business level to provide system support and logical troubleshooting skills as a technical support system analyst. This include PC Laptop/Desktop, Mac Books/Mac Desktop, all peripheral devises such MFP Printers, Wireless connection, and rage of wireless devise such iPhone, iPad, Blackberry, Web Conferencing and A/V support and setup for Polycom, Telepresence and other newly establish hardware including audio and video A/V Edit Suites.• Responsible for daily activities associated with hardware and software rollout including building, installing, and configuring newly establish PC/MAC system with corporate images with applications and network configuration.• Assisted and supported international and domestic office remotely including Mexico, Brazil, Argentina and Canada branch offices in imaging, and configuring all PC/MAC workstation. This included providing 1st and 2nd level support for server, desktops, printers, Wi-Fi routers, wireless device and numerous applications.• Directly involved in setting up, configuring and deploying small and medium size production venues and offsites for domain users and samll workgroup infrastructures. Work direclty with 3rd party vendors to support our network and phone system including music and video equipment. Troubleshot all PC/MAC desktop, phones, printers and network connections including numerous applications support.• Worked with 3rd party vendors for (PC rentals, cabling, A/V Setup, office furniture, ISP vendors)• Configured wireless smart phones including blackberry (enterprise activation, backup and restore) Show less

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  Bayview Asset Management, LLC

  Jul 2015 - Dec 2018

  Sr. Desktop Support Lead | Windows Desktop Engineer | Microsoft (MDT) Windows Deployment Architect

  • Sr. Desktop Support Lead Tech and Microsoft (MDT/WDS) Windows Image Deployment Eng. and Architect• Implemented and executed new imaging technology and procedures including managing all Imaging servers and setup across the organization• Maintain, update and replicate all MDT Imaging Servers including all Microsoft software and third- party application updates as well as BIOS, drivers, firmware and revising corporation master image• Coordinated and responsible for all evaluations and benchmarking for new systems to replace legacy hardware in our environment• Oversaw all end-to-end new imaging technology implementations including assessment, identification, testing, deployment, and documentation procedures for all desktop, laptops, tablets image and procedures• Perform compatibility application testing and troubleshooting for all new desktop/laptop/tablet hardware revision• Knowledge and understanding of Active Directory, Local and Global Group Policies, Domain Controller, DNS/DHCP functionality and Networking• Proficient with MDT/WDS Image Deployment Tools and Hyper-V Servers environment • Performed and achieved root cause analysis and advance resolutions for desktop/laptop endpoint issues when they arise• Managed and built application packages, configurations and deployment including maintain and update the standard corporate desktop/laptop and tablet master image• Proficient in all Microsoft Windows OS Deployment process including architect new installations; automate silent incremental and full updates utilizing software management and deployment tools• Assisted with advance troubleshooting issues and provided support to the desktop team including end users• Deployed, configured and setup end user’s desktop hardware including software and peripherals devises• Provide hardware and network technical support for desktop, printers, phone, switches and wireless devise• Utilized Service Now/BMC Ticketing System to document incidents and tasks requests Show less

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  Ryder System, Inc.

  Nov 2019 - Apr 2024

  Microsoft (MDT/WDS) Windows Deployment Architect | Windows Desktop Engineer | Senior Desktop Support

  • Microsoft (MDT/WDS) Image Deployment Engineer • Revamped and improved all existing Microsoft (MDT/WDS) Image deployment servers and Hyper-V across the organization by standardizing all office/vendor location setup including image process and procedures • Implemented, built and maintained all new setup and acquisitions including managing all current and new MDT Image Deployment server across the organization and multiple vendor locations• Routinely update/maintained and replicated all MDT Servers and all Microsoft software and third-party applications, including BIOS, drivers, firmware and updates to corporation master image and replications achieving a uniform solution across the imaging environment• Collaborated with various enterprise department to ensure compatibility and security compliance standards• Managed all hardware evaluations and benchmarked methods for new systems to replace legacy hardware in our environment• Collaborated with cross-functional enterprise teams including vendors and internal departments in designing, developing and implementing their specific needs and requirements for new imaging process resulting in increased productivity and image timeline• Knowledge and understanding of Active Directory, Local and Global Group Policies, Domain Controller, DNS/DHCP and network functionalities• Responsible for end-to-end ownership of new imaging technology implementations including assessment, identification, testing, deployment, and documentation of all standard desktop, laptop and tablet images & procedures • In-depth knowledge and proficient in PC images, application packages, configurations and deployment. Engineer, maintain and update the standard corporate desktop/laptop and tablet master image and application deployment with strong understanding of all Microsoft Windows operating systems• Assisted the Desktop Team and end-users with advance troubleshooting steps and provide technical support for desktop, laptop, tablet and wireless Show less