| Candidate Information | | Title | Technical Support Customer Service | | Target Location | US-MS-Biloxi |
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Click here or scroll down to respond to this candidateSUMMARYResults-driven IT professional with extensive experience in providing Level 1, 2, and 3 technical support, including white glove service for high-level executives. Holds certifications in ITIL, A+, and MCP, with proven expertise in ServiceNow, Footprint, and Enable ticketing systems. Skilled in the installation, maintenance, and troubleshooting of desktops, laptops, peripherals, mobile devices, and corporate standard software. Adept at ensuring adherence to corporate standards, providing training and guidance to end users, and leading complex technical projects. Seeking to leverage leadership, technical acumen, and customer service excellence in a dynamic and growth-oriented companySKILLS AND COMPETENCIESLevel 1,2 & 3 Technical SupportWhite Glove Executive supportTechnical TroubleshootingITIL A+, MCP CertifiedServiceNOW, FootprintImaging and Deploying DevicesNetworking & Patching ManagementMobile device ManagementMicrosoft OS and ServerExcellent Customer ServiceCybersecurity AwarenessProblem-SolvingPROFESSIONAL EXPERIENCESecurro Group Houston, TexasTechnical Support Analyst Jul 2023 Jul 2024Provided 1st, 2nd, and 3rd level technical support for internal users and C-Class Executives, ensuring the seamless operation of desktops, laptops, mobile devices, TOIP phones, and video conference systems.Managed and resolved Client Service Incidents and Service Requests, ensuring timely escalation and reporting to meet customer expectations and Service Level Agreements (SLA). Led and participated in complex troubleshooting and transversal projects, delivering solutions that align with business objectives and enhance IT service delivery.Maintained and oversaw hardware and software inventories, ensuring accuracy, timely updates, and adherence to recycling and reporting standards.Implemented software installations, security patches, and OS updates using both automated and manual methods, ensuring systems remained up-to-date and secure.Provided comprehensive training and guidance to end users on corporate hardware, software, and security policies, enhancing user proficiency and compliance.Collaborated with global IT teams to implement and communicate TGITS global standards, processes, and solutions, ensuring consistency across regions.Developed and maintained PowerBI reports to support service delivery and provide actionable KPIs to the business.Maintained 95% customer satisfaction for standard users and 100% satisfaction for VIP users through exceptional service and prompt resolution of issues.American Woodmark, Inc. Anaheim, CaliforniaTechnical Support Analyst Feb 2018 Nov 2022Provided 1st, 2nd, and 3rd level support to over 2,000 internal users, managing desktops, laptops, mobile devices, and network peripherals with a focus on uptime and operational efficiency.Deployed and maintained imaging for Windows 7 and 10, ensuring consistent and secure configurations across the organization.Supported various hardware and software platforms, including Windows, Mac OS, and major software suites like Adobe, Microsoft Office, and specialized business applications.Maintained and managed user accounts, permissions, and security protocols within Active Directory, ensuring compliance with corporate policies.Provided expert guidance on cybersecurity best practices and worked closely with the IT security team to implement protective measures.Conducted preventive maintenance and repairs on printers, copiers, and other office equipment, minimizing downtime and maintaining operational efficiency.Uline Ontario, CanadaSystem Technician Feb 2017 Feb 2018Delivered 1st, 2nd, and 3rd level support to over 2,000 users, focusing on desktop, laptop, and peripheral management, as well as network and server infrastructure support.Managed and resolved complex technical issues related to hardware, software, networking, and security, ensuring minimal disruption to business operations.Led the deployment of Windows and Mac OS imaging, as well as mobile device configurations using Merika and other management tools.Developed processes to improve IT service delivery and support business objectives, including inventory management, incident resolution, and user training.Guidance Software, Inc. Pasadena, CaliforniaSenior Technical Support Analyst Dec 2011 Feb 2017Provided senior-level help desk support, managing complex technical issues for internal employees and executives across PC, Mac, and mobile platforms.Managed the deployment and configuration of Blackberry, iPad, and other mobile devices, utilizing tools like AirWatch and JAMF for administration.Supported AV systems, including Crestron, and managed networking issues, alarm panels, and security systems, ensuring reliable operation of all systems.Developed and maintained virtual environments using VMware, Fusion, and Parallel, ensuring robust and scalable IT infrastructure.City National Bank Los Angeles, CaliforniaField Service Technician Jun 2011 Oct 2011Provided 2nd level support for internal employees, resolving technical issues related to PCs, printers, and networking, while supporting bank-specific software.Managed work orders and ensured timely completion of all technical tasks, providing high-quality service to executives and staff.Best Buy Chino, CaliforniaTeam Lead Apr 2006 May 2011Led a team of 11 employees in providing technical support, repair services, and customer service excellence, driving team productivity and quality.Managed help desk operations, providing support for PCs, printers, and network issues, while controlling labor costs and optimizing repair processes.EDUCATION AND CERTIFICATIONSName of School: San Gabriel High San Gabriel, CaliforniaHigh School Diploma - 4.0 GPAName of School: CEI Pomona, California2 Year Degree Advance Computer and Networking |
