Summary
Overview
Work History
Skills
Timeline
Generic

Miguel Lucca

Medellin

Summary

To obtain a position that will enable me to utilize my strong organizational skills, military/ Restaurant Operations background, and abilities to work well with people.

BILINGUAL IT Professional ITIL Certified Over the past 8 years I have had the opportunity to be a part of several large and small scale deployments specializing in SCCM environments. In 2012 when working for Teksystems Global Services I was part of the Windows 7 migration team where we started with a test group of 600 users and eventually completed the migration to 5000 + users using SCCM . During my time at Partners Fed Credit Union I requested and was given the green light to create an Asset Tag system for maintaining IT Asset inventories for all current equipment and newly purchased equipment via SCCM. Most recently in my Position with Darden Restaurants Information systems team I have had the opportunity to work very closely with the Restaurant Operators, Restaurant Operation / Culinary teams during our Digital Platform transformation. As part of the Digital Platform Transformation I helped support the launch of the Online Togo tool, Web Ahead seating, as well the new Darden Service Management tool for Online Support across all Darden Restaurant concepts which include: Capital Grille, Seasons 52, Eddie V’s, Yardhouse, Bahama Breeze, Olive Garden and Longhorn Steakhouse totaling 800+ Restaurants.

Overview

19
19
years of professional experience

Work History

Field Service Engineer

LaserStar Technologies
10.2018 - 09.2019
  • Periodically work on an on-call rotation that involves a 24/7/365 operation
  • Responsible for direct customer contact both on site and via telephone/e-mail
  • Traveled three to five days a week nationwide providing direct support and engineering solutions
  • Perform installation, configuration, migration, upgrading and maintenance of desktop PC/laser CAD software and related peripherals
  • Review and provide input to team members and managers on issues related to patching, integration, application delivery, and on-line documentation
  • Create build specifications to ensure proper direction during testing, and implementation of the life-cycle of laser production
  • Laser hardware trouble shooting included internal electrical circuits with electrical diagram

Desktop & Sccm Engineer Global IT Helpdesk

Tupperware Brands
01.2018 - 10.2018
  • Desktop & Sccm Engineer for the Global Executive Leadership team to include specific area of responsibility for Central and South America
  • Installation, configuration, and deployment of SCCM 2012 and SCCM 2016 for imaging and deployment of applications and Operating Systems across enterprise environments
  • Created SCCM Packagers for 3 commonly used Software via SCCM 2016 in a 2 week period
  • Responsible for providing 1st level / 2nd level/ 3rd level support to end-users in troubleshooting and resolving PC/Server problems
  • Perform installation, configuration, migration, upgrading and maintenance of desktop PC/Server, software and related peripherals
  • Review and provide input to team members and managers on issues related to patching, integration, application delivery, and on-line documentation
  • Create build specifications to ensure proper direction during testing, and implementation of the life-cycle of PC
  • Migration of Outlook PST's to Office365 for 20+ Executive Team Leaders using PowerShell
  • VMware Support for all Central and South America Environments

IT Service Desk / Desktop Engineer

CNL Financial Group
01.2017 - 01.2018
  • Provide first and second level support functions for all company associates
  • Configure and deploy new PCs for associates Windows 7 and Windows 10
  • Backup and restore systems utilizing imaging software LanDesk
  • Created custom SQL queries and reports to assist with Microsoft licensing reconciliation
  • Provide functional and technical support for approximately 40+ applications to include MS Office
  • Maintained and support all IT-related equipment including (but not limited to) user PCs, printers, telecommunications equipment, etc
  • Document all calls/service requests within the Service Desk tracking system SALESFORCE
  • Migration from Office 2010 to Office 365 for 300+ Associates using PowerShell
  • Completed Migration from Mass 360 MDM to Microsoft Intune (EMS) for 300+ associates
  • Admin for all mobile devices to include Android and Apple devices managed via Intune
  • Completed Migration from Office Communicator 2005 to Skye for Business 2016 300+ users

Systems Administrator

Darden Restaurants Inc.
04.2014 - 12.2016
  • Windows XP to Windows 7 Migration for 1,500 + POS PC’s in 6month period via SCCM
  • Supported migration of all Darden restaurant’s Circuit/Frame equipment from Cisco 1800 series routers & Catalyst switches to Juniper SRX240 Routers with Juniper Switches
  • Developed an OS deployment task sequence to assist with the upgrade of branch servers from Server 2008 R2 to Server 2012
  • Remote Windows Server 2010 migration and Virtualization for all 700 Olive Garden Back of House Servers in 6-month period via SCCM (subsequently migrated 1200+ Restaurant’s)
  • Supported Rollout of Ziosk Tablets to 700+ Olive Garden Restaurants Nationwide & Canada, eventually approved and Rolled out to all Yardhouse and Bahama Breeze
  • Supported DineTime Software migration for 500+ Longhorn Restaurant locations
  • Supported and participated in the 'Darden Digital Platform' transformation team for All Darden Restaurants 800+ locations working with a 3-million-dollar budget over 2 years
  • Supported and participated in roll out and training of the new 'Darden Service Management' (DSM) tool (Remedy) creating 1 tool, 1 process, 1SPOC and 1 source for our Restaurant Operators
  • Attended ITIL Certification Training provided by 'BMC' to support the new Darden Service Management Remedy tool rollout and implementation
  • Work 40 + hours per week 7 days a week 24 hours a day on call at times to ensure Restaurant Information systems are working as designed
  • Engaging with system tools such as SCCM, QSR Automations, Equiview, Microsoft Services, Microsoft Event Viewer, CMD, DASH Master, Dish, Krowd, ikitchen, ParPull, Remedy

Computer Systems Analyst Level 2

Wyndham Vacation Ownership
10.2013 - 03.2014
  • Windows XP to Windows 7 Migration with Citrix Receiver and Citrix Xen Desktop Virtualization
  • Citrix Virtualization included install, configuration and support for Thin PC’s using Citrix Xen Desktop (Virtual Machines)
  • Providing user support for over 4,000 Windows 7/Citrix users after migration
  • Primary for all Local Wyndham Corporate and Sales offices Windows XP to 7 Migrations responsible for team of 5 to 10 Techs responsibilities included: Providing level 2 support for any technical problems during migration, verifying post migration work for all techs (20 to 40 PC’s per shift), inventory reports for pre and post migration, as well as reporting any issues during migration to Implementation Manager Carlos Lugo
  • Active Directory, adding users, editing profiles, resetting passwords
  • Travel 90% of project to all Wyndham Resorts that included: New Orleans 50 Pc’s Migrated, Pompano Beach 40 Pc’s Migrated, Washington DC 60 Pc’s, Fairfield Bay Arkansas 25 Pc’s Migrated, Atlantic City New Jersey 18 Pc’s Migrated

Help Desk Analyst Level 2

Partners Federal Credit Union
Orlando
04.2013 - 09.2013
  • As a Help Desk Analyst with the Partners Federal Credit Union Help Desk responsibilities include logging, tracking, and resolving an average of 25-30 customer interactions per day using TrackiT ticketing software
  • Specific responsibilities include acting as the customer advocate for problem resolution L2, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, resolving and attending Deskside visits for end user calls in a single point of contact help desk environment
  • Daily responsibilities also include aiding other members of the team

Systems Engineer Level 1

Teksystems Global Services
11.2011 - 04.2013
  • As a Systems Engineer with the Teksystems Global Services Help Desk responsibilities include logging, tracking, and resolving an average of 25-30 customer interactions per day
  • Specific responsibilities include acting as the customer advocate for problem resolution L2, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment
  • Daily responsibilities also include providing assistance to other members of the team

Help Desk Level 1

Early Retiree Reinsurance Program
Baltimore
07.2010 - 06.2011
  • Company Overview: The Early Retiree Reinsurance Program (ERRP) was included in the Affordable Care Act (ACA) to provide financial assistance to employment-based health plan sponsors
  • The Early Retiree Reinsurance Program (ERRP) was included in the Affordable Care Act (ACA) to provide financial assistance to employment-based health plan sponsors

Tier 1 Support

POLYCOM / e4e Business & IT Solutions
Hunt Valley
11.2009 - 06.2010
  • Provided network administration support to include, LAN troubleshooting and resolution
  • Support, maintain back-end and front-end systems, as well as LAN and WAN connection at remote site
  • Recommend hardware and software solutions and upgrades using established procurement processes
  • Established and processed quotes, requisitions and purchase orders for all networking and video conferencing equipment
  • Provided support for end-users with computers, video conferencing, Pots and VoIP phones, network systems and peripheral devices
  • Provided end user support for all Polycom equipment
  • Managed the configuration of all PC systems, and video conferencing units as well as telecommunications units
  • Maintained passwords, data integrity and file system security for the desktop environment

Level 2 Customer Account Executive / Technical Support

COMCAST CABLE CORP.
Baltimore
08.2006 - 11.2009
  • Job responsibilities included promoting, planning and administering Call Center metrics, & guidelines for Customer Account Executive’s career promotion
  • Provided second level support to Technical Support Center and guidance to CAE’s for successful resolution of customer inquiries
  • Review work processes and procedures and make recommendations for improvement to upper management

Bilingual Enrollment Broker

POLICY STUDIES INC.
Baltimore
02.2006 - 08.2006
  • Serve as a Customer Service Representative for a national corporation providing high quality level of customer service for the medical assistance program (Medicaid) of the state of Maryland
  • Interface on a daily basis with both Spanish and English speaking customers to identify needs, field questions, and assist in enrollment into the Maryland Health Care Choice program

Team Leader Inbound Call Center

DIRECT RESPONSE SOURCE - CASIANO COMMUNICATIONS
Santurce
01.2003 - 01.2006

Parachute Rigger/ Parachute Warehouse Operator

UNITED STATES ARMY
Fort Bragg
07.2000 - 12.2002

Skills

  • Software/ Hardware repair/ Installation
  • SCCM
  • PowerShell
  • Microsoft Windows XP
  • Microsoft Windows Vista
  • Microsoft Windows 7
  • Microsoft Windows 8
  • FileSite
  • CaseMap Legal Software
  • Printer Repair
  • Troubleshooting
  • Data Encryption

Timeline

Field Service Engineer

LaserStar Technologies
10.2018 - 09.2019

Desktop & Sccm Engineer Global IT Helpdesk

Tupperware Brands
01.2018 - 10.2018

IT Service Desk / Desktop Engineer

CNL Financial Group
01.2017 - 01.2018

Systems Administrator

Darden Restaurants Inc.
04.2014 - 12.2016

Computer Systems Analyst Level 2

Wyndham Vacation Ownership
10.2013 - 03.2014

Help Desk Analyst Level 2

Partners Federal Credit Union
04.2013 - 09.2013

Systems Engineer Level 1

Teksystems Global Services
11.2011 - 04.2013

Help Desk Level 1

Early Retiree Reinsurance Program
07.2010 - 06.2011

Tier 1 Support

POLYCOM / e4e Business & IT Solutions
11.2009 - 06.2010

Level 2 Customer Account Executive / Technical Support

COMCAST CABLE CORP.
08.2006 - 11.2009

Bilingual Enrollment Broker

POLICY STUDIES INC.
02.2006 - 08.2006

Team Leader Inbound Call Center

DIRECT RESPONSE SOURCE - CASIANO COMMUNICATIONS
01.2003 - 01.2006

Parachute Rigger/ Parachute Warehouse Operator

UNITED STATES ARMY
07.2000 - 12.2002
Miguel Lucca