Technical Support Information Technology

Manuel Javier Garcia

***** ****** ******, *** *******, TX 78252 v 210-***-**** v *************@*******.***

Windows / Desktop System Admin, Technical Support Level II Analyst experience, seeks a long term and challenging position in the Information Technology field.

WORK EXPERIENCE:

Technical Support Level 2 Analyst (Temp Contract) – Pearson – San Antonio, TX - 01/2017 – 06/2017

Provided phone and email support/troubleshot: tablets, PCs, laptops, MacBooks, Chromebook, and web-based / client-server applications.

Monitored the ticket queue for open service requests and make required callbacks to assigned customer tickets

Used the following ticketing systems: HP Services Manager Ticketing, PARCC Ticketing, ACT Aspire Ticketing and Zen desk (eNaep) ticketing.

Remote accessed client equipment via TeamViewer and Join.me.

Troubleshot equipment/apps by: Verifying network connectivity, IP addresses, and Internet speeds. Configured Proctor Cache servers, ports, content filters, firewalls, and various software. Used: App Check and Query-Viewer. Recovered: SRF backup files and log files. Analyzed: user log files and response data.

Troubleshot network/software issues by monitoring Proctor Cache activity during live testing.

Used error-code solutions to troubleshoot single, to multiple, error code issues.

Worked with team members in-house, and offsite, via Slack Team Messaging, to resolve challenging client issues.

Generating daily and weekly report using program ACT aspire, PARCC. Upon upper management request

Coordinates with Support Center Supervisors to ensure operation satisfaction delivery of services.

Vocational Coordinator – One for Autism Academy. – San Antonio, TX - 01/2012 – Present

Performed all of the IT functions required by a facility. Set up and maintained the: company network, computers, printers, copiers, scanners, website, and online media accounts.

Provide Tech support facility members such as Apple/Windows/Android desktops, laptops, tablets,

Maintained and trained facility staff new various programs as required by organization.

Organized Vocational worksite and future employment for young adults with disabilities.

Assist in behavioral therapy and education programs to young adults with disabilities.

Design fundraiser program and implement for to the raise funds.

Handle confidential materials and matters with discretion and good judgment.

Follow up on action items raised from Incident escalation issues including safety.

Ensure that the program policies are followed and document any deviation of said policies.

As a Program Coordinator I assist with the project in a time sensitive manner as the project has a deadline.

Perform such administrative duties as may be required by the upper managements.

Program Coordinator – Brighton Center - San Antonio, TX - 02/2010 – 01/2012

Upheld all certifications on CPR, First Aid and Nurturing Program for Children with Disabilities and Health Challenges. Worked on wireless routers and switches and manual Windows migration.

Effectively managed Parents Alliance for Learning and Support Program helping children and young adults improve family support.

Counseling students with work behavior adjustment problems. Maintains accurate and up-to-date case files.

Serves as a resource to families, parents, and students in accessing transition services as well as providing information on transition topics.

Works in collaboration with guidance to provide effective transition planning and Responds to emergent situations.

Provides individual and family consultative services, as necessary and provides comprehensive needs assessment.

Provides ongoing supervision, monitoring, and follow-along to each students as required.

Coordinate staff meetings daily and weekly basis.

EDUCATION:

Bachelor of Information Systems University of Hallmark – San Antonio, TX

EXPERIENCE PROFICIENCE SKILLS:

Business Management, Information Systems Management, Database Design, Server / security Administration.

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