William Jorge Higareda

**** *. **** ** #***, Seattle, WA 98103 206-***-**** ac1rlp@r.postjobfree.com Objective

To apply my skills in IT and customer service to support a dynamic organization. Qualifications Summary

Self starting professional with extensive customer service and IT expertise in an ITIL framework providing helpdesk support, project coordination, troubleshooting. and network experience. Education

AA IN NETWORK SERVER/ADMIN NORTH SEATTLE COLLEGE 2014-2016

Related coursework: CISCO Routing and Switching, Linux/Unix for Sys Admins, Perl, MySQL, PC Repair, ITIL, Security +, Windows Server 2008, Windows Server 2012, etc.

Skills & Abilities

COMMUNICATION

Customer support is key for any institution and what I bring to the table is an excellent track record of bringing people together and keeping them happy. Coming from a background in direct sales and customer support I understand the importance of communication within an organization. I apply this skill set on the helpdesk by listening and acknowledging the technical concerns of the person I’m speaking with, and meeting their needs in the most efficient way possible.

LEADERSHIP

I founded the North Seattle Cyber Stars, an I.T. club for students at North Seattle College. As the club founder, my responsibilities included; gathering the signatures necessary to start a club at NSC, working with the Student Advisory Board and Club Coordinator, drafting Club bylaws, organizing club meetings and events, nominating club members for administrative positions (Secretary, Treasurer, etc.) and working directly with the faculty club adviser for overall promotion of the NSC Cyber Stars.

HARDWARE & SOFTWARE FAMILIARITY

PC, Mac, MS Office (2010-2016), MS Sharepoint, OS X(Yosemite, El Capitan, OS Sierra), Windows (XP, Vista, 7, 8, 10), Adode Creative Cloud Suite, Spiceworks, Service Now, Altiris, Putty, Fiddler2, Kali Linux, Filezilla (FTP), Wordpress, Salesforce, Highfive (video conferencing), Infocaster Manager (IP TV Systems), Xerox Workcentre, Symantec Ghost, TeamViewer, VNC Viewer, Rufus, Barcloud ASAP (Inventory), Symantec Ghost,. NETWORKING AND SYSTEMS ADMINISTRATION

Routers & Switches (Cisco, Juniper) Hubs, Wireless(Wi-Fi 802.11 a, b, g, N, AC), Ethernet, Server 2008, Server 2012, Citrix (XenServer, XenClient), Active Directory, Wireshark, Microsoft Deployment Toolkit, Slackware 14.1, Experience

Computer Support Technician II/Desktop Support University of Washington (Athletics) 2/28/16-Present Live Events:

- Provide Game Day tech support for all UW Sporting Events

- Coordinate and Schedule student workers for live events

- Oversee all aspects of the patch bay coordination for broadcasters in support of events at the stadium and event center.

- Interface directly with UW Video, PAC-12, ESPN, and other broadcasting personnel for the successful outcome of game- day A/V production operations.

- Develop and implement policies and operational procedures in relation to stadium and event center technical services best practices.

Hardware & Software Support:

- Provide 1st and 2nd tier support for UW Athletics, assist IT Staff in providing support for MS Windows and Macintosh desktop systems.

- Construct, repair, and troubleshoot PCs and MACs. Install and configure workstations with department software.

- Supporting the UW Connect (Service Now) ticketing system, delegating tickets to students, and handling escalations when other staff and students cannot solve the problem.

- Support Active Directory, exchange server, sql server, MS server 2000-2012, and provide technical support to computer users in the use of a variety of application measures. Train users on specific software applications.

- Respond to users as soon as possible and resolve requests via Service Now.

- After hour support of the Student Academic Services lab.

- Maintain IPTV equipment.

- Maintain accurate and complete files, inventories of hardware and software.

- Administer documentation of changes made to all systems.

- Develop and implement preventative maintenance techniques and procedures for all technical services and programs.

- Provide network support for Wireless Access Points (WAPS)

- Submit purchase requisitions for management approval; recommend, justify, and manage the purchasing of new equipment.

- Provide server, switch, and controller support. Liaise with network engineers to configure ports.

- Other job responsibilities as requested.

IT HELPDESK/NET ID SUPPORT NORTH SEATTLE COLLEGE 9/14/14-2/28/16

Supporting Students, Faculty, and Staff with account setup and configuration and troubleshooting.

Lab monitor for 45 seat open computer lab providing support, and maintaining systems.

Assisting students with technical questions, and providing limited support for their devices.

Call Center/Customer support, triaging helpdesk queues, drop ins, and over the phone.

Escalated and coordinated work orders for Tier 2 and Tier 3 IT Support team.

Classroom A/V, Desktop Computer, and laptop support.

Data entry for inventory surplus

Provide support for various events on campus

References

Lucas Reber – 206-***-****

Don Ankney – 206-***-****

Sean Trader – 206-***-****

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