Edward Poveda

Help Desk Engineer at WCA Technologies
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Contact Information
us****@****om
(386) 825-5501
Location
New York, New York, United States, US
Languages
  • Spanish -
Skills

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Bio

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Credentials

  • Microsoft 365 Fundamentals
    Microsoft
    Feb, 2023
    - Oct, 2024
  • MCPS: Microsoft Certified Professional
    Microsoft
    May, 2014
    - Oct, 2024
  • MCTS: Windows 7, Configuration
    Microsoft
    May, 2014
    - Oct, 2024
  • Microsoft Certified Professional
    Microsoft
    May, 2014
    - Oct, 2024
  • Windows 7, Configuring
    Microsoft
    May, 2014
    - Oct, 2024
  • Cisco Certified Network Associate
    Cisco
    Dec, 2014
    - Oct, 2024
  • CompTIA A+
    CompTIA
    Oct, 2014
    - Oct, 2024
  • CompTIA Network+
    CompTIA
    Oct, 2014
    - Oct, 2024

Experience

  • WCA Technologies
    • United States
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Help Desk Engineer
      • Jul 2022 - Present

      • Troubleshoot issues and tickets remotely using Connectwise Automate, ScreenConnect, LogMeIn and on sites when necessary • Administrate remote end users using Office 365, on-prem Active Directory, Microsoft Azure AD, Intune, DUO and other technologies • Documented and updated tickets on the Connectwise Manage portal • Updated documentation and instituted new standards in IT Glue • Monitor alerts from RMM tools such as LionGuard and Vijilan • Updated documentation and instituted new standards in IT Glue • Reviewed Datto and Veeam backups, confirmed functionality and performed restores as needed • Managed email spam policies in Mimecast • Contribute to projects involving servers, workstations and network upgrades • Worked as a dedicated technician for a single client on an as-needed basis Show less

  • NAN
    • United States
    • Computer and Network Security
    • 1 - 100 Employee
    • IT Consultant
      • Jul 2017 - Present

      - Provided consulting system support and assistance for engineers regarding Opera POS system - Provided consulting system support and assistance for engineers regarding Opera POS system

  • Frontline Managed Services
    • Legal Services
    • 400 - 500 Employee
    • Systems Administrator
      • Feb 2022 - Jun 2022

      • Administrated remote end users using Office 365, Active Directory, Microsoft Azure, AWS Cloud Servers and WatchGuard Cloud and other technologies • Troubleshoot issues and documented work performed in Connectwise ticketing system • Escalate issues to managers and higher-level technicians in a timely manner • Provide lateral support to other IT Technicians • Updated documentation and instituted new standards for multi factor authentication • Administrated remote end users using Office 365, Active Directory, Microsoft Azure, AWS Cloud Servers and WatchGuard Cloud and other technologies • Troubleshoot issues and documented work performed in Connectwise ticketing system • Escalate issues to managers and higher-level technicians in a timely manner • Provide lateral support to other IT Technicians • Updated documentation and instituted new standards for multi factor authentication

  • DeepTech, Inc.
    • United States
    • Information Technology & Services
    • 1 - 100 Employee
    • Head of Provisioning
      • Aug 2021 - Jan 2022

      Working on the processes and procedures of provisioning equipment for our clients. Building and maintaining client applications for both physical and virtual client systems. Updating the documentation to reflect more modern best practices

    • Systems Administrator
      • Nov 2018 - Aug 2021

      • Coordinate and perform both onsite and remote fixes and troubleshooting using ScreenConnect• Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.• Resolve issues relating to hardware and software in Windows and Mac environment• Implement and maintain operational documentation and procedures for technicians in IT Glue• Update tickets and submit time sheet in Connectwise system• Generate monthly security reports for clients based on server logs, antivirus logs, backup logs andunusual sign ins and acted upon alerts as needed• Provide lateral support to other technicians as needed• Conducted routine and emergency maintenance of assigned data center equipment.• Orchestrated integration and communication of software upgrades Show less

  • ContangoIT
    • Systems Administrator
      • Jan 2017 - Nov 2018

      • Set up, installed and repaired PCs, laptops, printers and Mac Devices • Provided on-site and remote troubleshooting using LogMeIn for PCs, laptops, Macs and cell phones • Administrated users in Active Directory, Office365, GSuite and Dropbox • Utilized a custom ticketing system to keep track of time • Created recommendations and scoped out projects based on clients' needs • Set up, installed and repaired PCs, laptops, printers and Mac Devices • Provided on-site and remote troubleshooting using LogMeIn for PCs, laptops, Macs and cell phones • Administrated users in Active Directory, Office365, GSuite and Dropbox • Utilized a custom ticketing system to keep track of time • Created recommendations and scoped out projects based on clients' needs

  • Sorbis
    • Greater New York City Area
    • Network Administrator
      • May 2015 - Jan 2017

      • Provided on-site, remote, and over-the-phone troubleshooting for PCs and laptops using Bomgar remoting software • Updated time and tickets using the TigerPaw ticketing system • Set up, installed and performed fixes for PCs, laptops and printers • Troubleshot issues with OPERA Hotel Propery Management Solutions • Utilized Windows Server Active Directory and Office 365 to administrate users • Managed and monitored off-site servers and computers using management software • Developed a working knowledge of various vendor switches and routers such as Juniper Cisco and Fortinet Show less

  • ASI System Integration, Inc.
    • United States
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • IT Technician
      • Feb 2015 - May 2015

      • Set up and installed PCs, laptops, printers and Mac devices for NYC Public Schools • Provided troubleshooting and on-site repairs on PCs, laptops, Mac devices and printers • Researched part numbers in order to properly resolve tickets • Delivered detailed reports regarding fixes and set ups • Set up and installed PCs, laptops, printers and Mac devices for NYC Public Schools • Provided troubleshooting and on-site repairs on PCs, laptops, Mac devices and printers • Researched part numbers in order to properly resolve tickets • Delivered detailed reports regarding fixes and set ups

  • Brooklyn Job Corps Academy
    • Brooklyn, NY
    • IT Technician Trainee
      • Jul 2014 - Apr 2015

      - Installed and repaired Windows based operating system - Provided configuration support for Windows 7 - Set up and installed printers and other hardware, including drivers - Built computers to specification out of supplied components and parts - Researched and repaired common software issues - Installed and repaired Windows based operating system - Provided configuration support for Windows 7 - Set up and installed printers and other hardware, including drivers - Built computers to specification out of supplied components and parts - Researched and repaired common software issues

  • MajorWorld
    • Long Island City
    • Business Development Representative
      • Jul 2013 - Apr 2014

      -Provided support that facilitated the sales process between the customer and sales associate -Answered and interacted with customers via phone in an expedient manner -Determined priority of customers due to business needs -Maintained schedule of appointments for sales associates -Provided support that facilitated the sales process between the customer and sales associate -Answered and interacted with customers via phone in an expedient manner -Determined priority of customers due to business needs -Maintained schedule of appointments for sales associates

  • CCP Solutions, LLC
    • United States
    • Retail Office Equipment
    • 1 - 100 Employee
    • Solution Specialist
      • Feb 2013 - May 2013

      - Built a client base in regards to selling and leasing multi-function printers - Generated my own leads and conducted cold calls to potential clients - Conducted research on leads to create a proposal to meet their projected needs - Completed proper documentation related to the sale and lease of the sold products - Managed time effectively in order to meet customer requirements - Provided excellent customer service to ensure customer retention - Built a client base in regards to selling and leasing multi-function printers - Generated my own leads and conducted cold calls to potential clients - Conducted research on leads to create a proposal to meet their projected needs - Completed proper documentation related to the sale and lease of the sold products - Managed time effectively in order to meet customer requirements - Provided excellent customer service to ensure customer retention

Education

  • New York University - Polytechnic School of Engineering
    2009 - 2011
  • LIU Brooklyn
    2007 - 2009
  • Long Island City High School
    2003 - 2007

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