Arnold Aguilar is an experienced IT professional with over 15 years of experience in various roles including healthcare, oil and gas, aerospace, and financial institutions. He holds a Bachelor's degree in Business Administration and an Associate's degree in Computer Systems Technology. He is seeking full-time employment as a desktop support engineer or helpdesk support technician. His experience includes desktop support, imaging, software deployment, Active Directory administration, and server support.

1. Arnold Aguilar
11206 Sageville Dr. Houston, Texas 77089
Phone: Home: 832-508-5466
Email address: Deno254@yahoo.com
Professional Summary
Experienced IT Professional with 15 plus years of practical experience in a variety of roles, including
over six years of Healthcare experience in a hospital environment, worked in the Oil Gas industry along
with experience in supporting Corporate Financial institutions, and Aerospace as a System Administrator
supporting flight operations for Boeing. I also have a Bachelors degree in Business Administration and
Associate Computer Systems Technology and years of experience needed to perform independently or in
a team environment. Ability to work in a fast pace setting while learning the companies processes and
procedures performing both desktop and helpdesk task. (Please Note: In 2015 after being laid off and
receiving unemployment and living off my retirement. I had taken time off for personal reasons during
such time I did take some training. In 2016 I tried to reenter the job market but due to the recession and
oil & gas layoffs made it difficult in finding work. I have devote half my life to my career and have not
given up on my career in IT so as a recruiter or HR person please do not give up on me either as everyone
has a right to work and be employed.)
Core Qualifications
Desktop Support Engineer
• Relationship building
• Team Collaboration
• Troubleshooting
proficiency
• LAN/ WAN aptitude
• Corrective Action
• Possesses great customer
service and analytical skills.
• Proficiency in PC
Hardware,Software,
Peripheral and Network
applications.
• Created images both 32bit
and 64 bit OS for windows 7
Enterprise and professional,
and windows 8 & 10
• Experience with Apple
OSX/iOS
• Imaging of laptops/desktop-
Ghost, Land Disk, SCCM,
WinPE, Windows
Deployment Services,
Acronis software.
• Hardware Installation –
Desktop and laptop dell,
Lenovo, HP,Toshiba, thin
clients, Wise Terminals, to
list a few. All models of
multi-function printers and
fax devices from Dell,
Lexmark, HP,and Cannon.
• Other Hardware:PDA,
Android, IPhone and IPad.
• Support wireless
configuration of wireless
device.
• Perform break/fix
• Backup of client data
• Internet support both
internal and external sites
• Application Support –
Proprietary and non-
proprietary
•Microsoft Dynamics SL
(Basic knowledge to support
application)
• Supporting Google Apps
for Business which includes
Gmail, Google Drive, Google
Hangouts, Google Calendar,
and Google Docs where this
was done using Google
Admin console.
• Knowledge of TCP/IP and
DNS protocols.
• Installing Cisco VPN client
and configuring RSA
encryption key for access and
training users how to use
both
• Knowledge of use with both
command line and power
shell commands.
• Knowledge of tools to
provided Security using
Symanta Endpoint
Protection, Malwarebytes,
Bitloker Encryption.
• Knowledge of working with
McAfee EPO to support
encryption/decryption/mbr
fix to recovery data or to
perform a system repair.
• Use of ticketing systems:
BMC, Remedy, Heat,
Unicenter Service Desk
(USD).

2. • Use of Remote Desktop
application: Windows
Remote Desktop Connection,
GoToAssist, Team Viewer,
LogMeIn, RealVNC.
• Support of Workstation on
wheels (WOWS in a hospital
setting).
• Support of all Microsoft
products past and current
Project Coordinator
• Superb time management
skills
• Vendor sourcing
• Process Research
• Critical Thinking
• Document management
• Managing and training all
team members.
• Completed spreadsheets for
equipment inventory.
• Familiar with book-keeping
software and basic
accounting.
• Multi-tasking: Able to
handle more than one project
simultaneously.
• Maintained and documented
reports on a daily basis
regarding the projects
assigned to various
departments.
• Coordinated with the
project supervisor in
additional assignments and
small projects.
• Change Management-For
new system or testing of new
software or Go Live project.
• Practicalexperience and
understanding of ITIL Best
Practices.
• Ability to motivate project
members; set achievable
objectives; maintain a
positive outlook; take
responsibility; make
decisions; and provide
constructive feedback.
• Know how to analyze and
define a problem, evaluate
alternatives, find a solution;
and understand how and
when to make a choice.
• Some Working projects
preformed:
• In charge refresh from
windows XP to Windows 7.
• Over saw the opening of
new Hospital Clinics for
Galveston County.
• Setup for new Help Desk
for the City of Houston.
• Assist with the transition
from cell phone carriers
Sprint to Verizon for the City
of Houston.
• Management of client site
for all information
technology needs and issues.
• Wrote operational guides to
help perform routine and
non- routine tasks on
operating systems.
System Administrator
•Vendor sourcing
• Experience with Exchange
Server 2003, 2007, 2010 &
2013/Office 365
(Supporting Office Products
for each version)
• Experience setting up user
accounts, resetting
passwords,and deleting
accounts using Active
Directory (2003, 2008&r2 &
2012r2).
• Placing users and
computers in the correct
Organizational Unit (OU).
• Setting up user security and
group policy.
• Perform system backup and
error checking.
• Basic Networking routing
and switching configuration.
• Use of telnet to access
remote servers.
• Voice over IP phone setup
using Cisco Unified
Communication Manager
Administration and Cisco
Unity Connection
Administration.
• Citrix Administrator-
Configure thin client or
workstation profiles.
• Server OS is from Windows
NT, Server 2000, 2003,
2008&R2, 2012R2.
• VMS operating system and
commands to perform such
tasks as clean ups of all disks
on the server’s operating
system.
• Perform restores from
archive for history retrieval.
• Change Management -
Performed shut downs of
entire system as scheduled.
• Wrote operational guides to
help perform routine and
non-routine tasks on
operating systems.
• Managed and configured
print and file servers using
server 2003 & 2008&2008r2.

3. • Knowledge of Landisk,
SCCM and Altiris for
deployment of software
packaging, imaging of
devices.
• Manage and supported
black berry server and client
setup.
• Lync Server Support
(Version 2010) and client
setup.
• Use of Altiris Console to
package software and
deployment of software.
• Windows Deployment
Services and Microsoft
Deployment Tool Kit for
image and setup of Virtual
Machines
Experience
IT Consultant
February 28 2015– Present 2016
Real Life Investments LLC
Work as an IT Consultant doing IT work for small businesses installing and configuring networks,
configuring computers/laptops, installing of software,order hardware as needed. I also perform computer
work for individuals who need repairs for their personal computers from installing printers, faxes and
scanners for their home or business where this business is done by word of mouth from previous clients
where I worked on site as a contractor. (Please Note:This is NOT full time work which is why I am
seeking full time employment.)
Desktop Support Engineer/ Helpdesk Support
June 2 2014 – February 27 2015
Lance Soft
 Worked as the only Analyst supporting three hundred fifty users workings in the Finical Industry
performing the following task:
 Respond to email and service desk tickets from client’s service desk ticket (BMC) agent.
 Assist with network support, application support, phone support (Cisco), Citrix and printing
issues.
 Use of tools to provide system security Symantac Endpoint Protection, Malwarebytes, Bitlocker
Encryption.
 Installing McAfee with support of encryption/decryption/mbr fix to recovery data or to perform a
system repair.
 Knowledge and use of ITIL best practices as it relates to the business needs of my client.
 Knowledge of working with McAfee EPO
 Configured and trouble shoot issue with PDA,Android, IPhone and IPad hardware
 Working with remote users providing helpdesk services (Client working from home and remote
sites) also helping other desktop support engineer at other sites where the company is a global
company where desktop engineers are emailed all issues so any desktop support engineer can
assist in resolving client issues not at their site.
 Worked in AD (Server 2003, 2008)and Exchange (Server 2007,2010) creating or removing
accounts, resetting client password, setting up share access folder request, group policies, and
resolving email issues.
 Use of SCCM for packaging and deployment of software.
 Created and deployed the following images depending on device 7 Enterprise and professional
(Desktop), and windows 8 & 10(Laptop) and supported all devices.
 Lync server support (Version 2010) and client setup so client can hold meetings on or off site
location.
 Unlock user accounts in Active Directory and setup security levels for user based on the client
group they are assigned place in correct OU.

4.  Perform all break/fix on both desktop (Dell environment) and laptop (Lenovo, Think Pad and
HP).
 Complete all projects: moves, new hire setup, imaging and refresh XP to Windows 7 (Working
overtime if needed to complete projects).
 Manage software server (Server 2008 R2), print server (2008 R2).
 Working with other support teams System Administers, Network, SOC, and Security Teams.
 Maintain inventory for all computer equipment for the Houston location.
 Working with vendors to process EOL equipment also in charge of inventory control performing
asset management.
 Also completed refresh from windows XP to Windows 7 and office 210 to office 365 for three
hundred plus users and new hires.
 Installing Cisco VPN client and configuring RSA encryption key for access and training users
how to use both
Senior Technical Analyst/ Help Desktop Support Technician
March 5 2012 – April 26 2013
Coban Technologies
I worked for Coban Technologies in Stafford as a Senior Technical Analyst. Most support is done via
remote access using Go To Assist working as a helpdesk technician. I support police agencies all
across the United States with some of the largest police departments in the country like LAPD,
Chicago PD, and New York along with smaller departments along with local agency support.
 Server support for server 2003 and server 2008.
 Refer to Event Viewer for errors to evaluate issues for troubleshooting.
 Update server software and some Sql server support.
 Perform data base backup to server.
 Support desktop workstations running windows XP and windows 7.
 Create images using ghost for windows Xp and winpe for windows 7.
 Create bootable thumb drives for clients remotely then transfer the image file to their workstation
then to their thumb drive to be used for in car imaging (Patrol car computers).
 Coban has four proprietary in car computer system of their design which I had to know both
hardware and software setup for all units to support these devices.
 Support wireless configuration for their in-car computers so when they drive into their station it
will automatically connect to their AP.
 Supported audio and visual equipment such as: body cams, in car cameras and audio devices, and
audio and visual equipment for interview rooms and cameras throughout their facility.
 QA testing before any new software release before it is given to any of our clients.
 Trouble shoot hardware and software issues
Desktop Support Analyst / Help Desk Support Technician
May 9 2011 – March 2 2012
Long View Systems
 Worked full time with Long View working as a contract employee at various sites (All Oil & Gas
Industry) as needed and part of team called the MITS group who support smaller Oil Base
Companies from server, networking and desktop support.
 Daily Work Involves:
 Complete New Employee request creating new user accounts in AD (Server 2003& 2008) and
Exchange (Server 2003& 2007).
 Supporting the reset of password for AD accounts.

5.  Voice over IP phone setup using Cisco Unified Communication Manager Administration and
Cisco Unity Connection Administration.
 Use of SCCM for deployment of software packaging and use to setup my clients Citrix profiles
for all location.
 Utilizing Ticket agent (Heat)to view problem and change tickets
 Resolving both hardware and software issues.
 Perform break-fix of desktop and laptops
 Setup Black Berry’s,I Phones IOS, PDA,Android and IPad hardware
 Perform Builds of new pc and laptops
 Create Images for current devices, laptop and desktop both 32 bit and 64 bit OS. Images are
upgraded to Win7 Enterprise
 Installing McAfee with support of encryption/decryption/mbr fix to recovery data or to perform a
system repair.
 Knowledge of working with McAfee EPO
 Use of Altiris Console to package software and deployment of software.
 Complete request for security changes to individual AD accounts.
 Write documentation for end user support and for our Information Systems Department.
 In charge of inventory control along with working with vendors to pickup EOL equipment.
 Support multiple applications such Office, Oracle E Business Suite, and Citrix.
 Manage Servers and Print Queues issues (Server 2003 and Server 2008).
 Manage server backups and review to confirm if they completed.
 Worked as a help desk technician assisting with issue for offsite clients located in the Texas
region and in Tulsa, OK.
Desktop Support Analyst
February 7 2011- May 6 2011
Pomeroy
Worked as a contract employee working in the Bayer Plant located in Baytown.
 Performing a migration from Windows XP to Windows 7 and Lotus Notes to Outlook 2010.
 Involves:
 Backing up clients data
 Imaging using Land Disk and for packing software deployment
 Supporting both laptops and desktops
 Installing Client Software
 Configure Clients Email Outlook/Lotus Notes
Project Coordinator / Help Desk Support Analyst
July 7 2008 – July 31 2009
MODIS
 Responsible for Desktop Support issues regarding problems and requests: Hardware issues,
desktop, laptops, printers, networks, internet, applications, imaging, PDA, black berry, Trio,
Iphone and Android phones.
 Responsible for opening new clinics off campus which included: Deployment and installation of
equipment, setting up networks, testing of all equipment and applications client will be utilizing.
 Utilized ITIL practices when planning of project and training of team members to help in
building client relations.
 In charge of departmental projects, completing them on time meeting (SLA) while documenting
procedures along with equipment being utilized.
 Performed a walkthrough of new site clinics for build outs to document number of devices
needed to complete the work.

6.  Managing other contractors to perform task as needed to complete project (Manage 7 Contract
employees or more depending on project).
 Completed spreadsheets for equipment inventory, along with IP address for each device
illustrating where computers are printing by location and IP along with device name, determining
which devices will be assigned with static address for mainframe printing
 Responsible for desktop re-imaging using Windows Deployment Services and Microsoft
Deployment Tool Kit.
 Used Citrix to configure profiles, giving rights based on person’s location (Department), job
they’re performing, or request submitted by client’s supervisor.
 Supporting applications such as: Epic, Microsoft, Health Quest, Citrix, Lawson, etc.
 Used Unicenter Service Desk (USD) as a tool to review problems and request to assist clients by
viewing their issues to determine the best course of action to resolve their problem
 Used Citrix to configure thin client or workstation profiles, single sign on clients and giving
rights based on persons location (Department),job they are performing, or request submitted by
client’s supervisor.
 Worked and trained at the Help Desk to respond to both calls and emails from clients to assist
them with their current issues. (This was done on rotation providing two weeks on the help desk
and two weeks working on my primary role.)
Desktop Support Analyst / Help Desk Support Analyst
October 4 2004 – July 4 2008
Memorial Hermann
Worked in severalfacets within the hospital system working at severaldifferent locations from
the
Corporate Office, Southeast, Southwest, Memorial City, Northwest, Sugar Land, etc
 Supported 5000 plus user throughout the hospital system using Remedy as our ticket agent to
resolve both
 problem reports and charge request in a timely manner as designated by departmental procedure
(SLA)
 Supported Microsoft applications, software applications: AMS, Cool6, Car4, Extra (Health
Quest),etc
 Imaged and configured computers and laptops in a Dell environment
 Replaced hardware when needed in computers, laptop and printers
 Troubleshot network, hardware,and application issues
 Supported severalapplications including Citrix, Care4, Lawson, Health Quest, Epic, EPSI, AMS
PFS, HIM, Extra, Watch Child, Chart Track, Microsoft products, and many more.
 Maintained asset tracking for inventory of devices being deployed, repaired, or placed as End of
life using remedy.
 All techs had to rotate in working at the help desk one week every month working different shifts
as need to support the hospital systems and also provide one week of on call ever month.
 Wrote several procedures since being employed, which had been approved for use to assist other
analysts
 Supported severalDell hardware models including OptiPlex, Dimension, C and D series Laptops,
Fujistu Laptop models
 Responsible for troubleshooting network issues including using telnet to get into switches to set
port speeds and locate problems, and the ASC server to setup wireless profiles, and for trouble
shooting issue
 Configured and troubleshot wireless devices such as wireless laptop, phones (Black Berry, Trio,
PDA), wireless carts (WOWS)

7. Education
Bachelors ofScience in BusinessAdministration, December 19,2009
Bellevue University - Bellevue, NE, USA
Graduated with honors and was placed on the Dean List where I was award a certificate for my academic
achievement.
GPA: 3.61
Associates of Occupational Studies Computer Systems Technology, February 28, 2001
MTI College of Business and Technology, Houston, TX.
GPA: 3.43
Professional Training
 Training at LANWAN Professional in LA and remotely at home. (All hands on network training
configuring routers and switches from the ground up from September 7, 2015 to October 30,
2015. - Not Certified)
Accomplishments
 Owner of Rose Ann’s Taqueria from 2006 to 2008 in Galveston, Tx. – Managed vendors,
Inventory, hiring and training of staff members, menu creation, advertising, handle all accounting
for the business and payroll.
 Owen of Rios Mexican Restaurant from 2008 to 2009 in Dickenson, Tx. - Managed vendors,
Inventory, hiring and training of staff members, menu creation, advertising, handle all accounting
for the business and payroll.
 Sergeant (Detective-Supervisor over Criminal Investigation Division) Galveston ISD Police
Department (Police Officer: 1994-2001).
In charge of all criminal investigations, report writing, crime scene investigator, worked closely
the District Attorney’s office, and wrote detailed reports to review with the Grand Jury to seek
indictments for case I worked for person already arrested.
 Grocery Manager for Randall’s (1986 – 1993) running a 20 million dollar store. In this position I
was responsible for daily store activities in charge of all managers from other department and
ordering of products for the entire store unloading two trucks a day with over 3 thousand pieces
per truck. Also in charge of a 15 person stock crew while also keeping up with daily finical
responsibilities where I was given a weekly budget not exceed this amount in order to make a
profit and to receive my quarterly bonus for my efforts.
 Route delivery driver for Rainbow Bread (1984 -1986), where I was responsible for inventory
and delivery of products to all stores within my given route while creating new business for sales
in my area.