OBJECTIVE
To seek challenging assignment and responsibility with an opportunity for growth and career advancement utilizing education and troubleshooting skills of network and computing technologies to ensure the availability and smooth-running infrastructure.
EDUCATION
College Associates Degree – Applied Science: Computer Network Administration | Aug 2008 – Aug 2010
- Graduated with a 3.75 GPA with Honors
- Obtained Perfect Attendance as well as Academic Merit Award for exemplary performance
High School Diploma | Aug 2004 – May 2008
EXPERIENCE
Managed Service Provider IT Help Desk Manager | Mar 2021 – Present
- Perform day-to-day monitoring of incoming calls, case creation, SLA, and time-to-resolve of cases.
- Deliver reports to Senior Management regarding chronic cases, performance reviews of direct reports, and forecasting needs of Help Desk to meet business needs.
- Perform monthly performance reviews to ensure technicians are following policies and procedures as well as SLAs.
- Mentor technicians to improve skillsets in addition to assisting with growth within the company to become assets.
- Assist Project Management and On-Site coordinators to ensure successful onboarding of new clients along with upgrading existing client office technology.
- Ensure all HIPAA compliance and regulations are followed for utmost discretion and protection for client and patient security.
Level 3 Support Technician | Jan 2018 – Mar 2021
- Provided remote over-the-phone or TeamViewer technical support for dental offices, dealerships, veterinary, general health, and optometrist offices.
- Resolved software-level issues involving Practice Management and Imaging software, as well as hardware troubleshooting.
- Resolved Tier 1 & Tier 2 escalated cases.
- Performed routine maintenance of office infrastructure to ensure secure and optimal performance of networks, workstations, and servers.
- Addressed backup and data redundancy issues.
- Assisted in evaluation of vendor products pertaining to hardware, software, and telecommunication to fulfill unmet needs or improvements.
- Provided assistance obtaining the best pricing with telecommunication and software vendors to maximize budget spending.
Best Buy Advanced Repair Agent (Part-Time) | Apr 2016 – Jun 2021
- Performed proactive diagnostics using proprietary software to diagnose suspected hardware issues and provide accurate, cost-effective repair recommendations to clients.
- Supported consulting agents for coverage as needed.
- Performed data recovery services when requested by clients to retrieve deleted data or data from formatted hard drives.
- Repaired damaged screens and internal parts for Apple devices in a timely manner and documented processes in detail according to SOP.
School District Field Service Technician | Aug 2016 – Nov 2017
- Performed on-site support for multiple school campuses.
- Supported a wide range of devices including laptops, desktops, peripherals, Chromebooks, iPads, Mac/iOS devices, printers, scanners, and projectors.
- Performed hardware, software, and network troubleshooting in a timely manner when issues arose.
- Replaced defective hardware and performed advanced unit breakdowns to replace internal components.
- Led Technology Audit and Inventory initiatives at assigned campuses and assisted additional campuses when support was requested.
- Participated in large projects involving new equipment deployment and installation.
SKILLS
- Bilingual (Spanish & English Fluent)
- Dynamic Customer Service Skills
- A+ Certified (Exp 2023)
- Quick Learner
- Apple Certified iOS Technician
- Team Player
- Project Management
- Server and Network Infrastructure
- ESXi, VMware
- Office 365 Azure AD
- Windows XP/7/8/10/11
- Windows Server 2008/16/19
