Customer Service Technical Support

Jose Luis Porres

Ashburn, VA ***** • 703-***-**** • ***********@*****.***

IT Technician

Workflow & Workstation Support Specialist with 10+ years’ experience in high-volume, multi-platform environments

Motivated, resourceful and dynamic professional with strong analytical and critical thinking skills as well as an aptitude for communication, customer service, and building collaborative relationships. Diverse technical knowledge and passion for continuous improvement ensures complete resolution to complex problems in timely manner to minimize operational interruptions.

Technical Support • User Training and Support • Help Desk Management • Diagnostics & Testing

Incident Management • Troubleshooting & Issue Resolution • Preventative Maintenance

Remote Administration • Regulatory Compliance • Security Management • Project Management

TECHNICAL PROFICIENCIES

Platforms:

Windows Vista/XP/7/8, 10, Mac OS

Software:

Publisher, Picture-it, Novell Group Wise, ZenWorks, Work Perfect, Remedy, Heat, Opas Lotus Notes, Altiris, Tivoli, Veritas Backup, HP OpenView, BMC-Patrol, NetCool/ISM, DreamWeaver, Flash, HTML, XML, Photoshop/Premiere/Pro/Encore/After Effects, Windows Movie Maker, Desktop Video Editing, TCP/IP, Telnet, FTP, SSH, PUTTY, Active Directory, Exchange, SQL, VMware, Virtualization, Citrix

Hardware:

Desktops, Laptops, Scanners, RAM, Motherboards, Switches, Routers, Printers, NIC Cards, CPU

PROFESSIONAL EXPERIENCE

Senior IT Support Specialist (04/2013 – Present) Qbase– Herndon, VA

Control of Border Patrol Conract

Deliver comprehensive technical support, maintenance, problem solving, and incident management for hardware, software, networks, and telecommunications systems with emphasis on maintaining consistent business operations. Support Help Desk teams with resolving and documenting complex problems. Manage Active Directory Domain administrative tasks. Maintain accurate inventory of all personal computers, printers, faxes, and peripheral equipment. Perform preventative maintenance of systems and equipment as well as hands-on repairs, updates, and installations at desktop level.

Proactively identify issues or risks with functionality, perform analysis, and implement corrective actions to eliminate problem.

Collaborate with IT teams, development staff, and users to evaluate and resolve recurring problems with applications or products.

Serve in key user-facing role as initial Point of Contact for troubleshooting all IT problems including hardware and software, passwords, and equipment.

Successfully utilize diagnostics, remote administration, and help request tracking tools to resolve diverse range of issues while maximizing operational readiness.

Continued…

Analyst, User Technical Support (12/2012 – 03/2013) George Washington University – Ashburn, VA

Provided technical supports for users in managed and unmanaged desktop environments such as installation and maintenance of networks, software, and end-user tools as well as set-up of computer hardware. Completed imaging and deployment of PCs and laptops in alignment with user requirements. Enabled clients to connect with all key systems such as file servers, email applications, and administrative systems. Assisted in planning and organized special events related to users or computers.

Ensured prompt technical solutions and excellent customer service in analysis of requests, both by phone and in person, to resolve hardware and software issues.

Led training of IT staff and end users on basis of hardware, software, and remote access, achieving optimal efficiency for technical support teams by empowering users to make simple repairs.

Performed identification, troubleshooting, and analysis of all issues or errors to determine course of action and complete resolution.

Established status as Go To IT person through positive relationships with users and support personnel.

IT Technical Support Specialist, Contract (11/2012 – 12/2012) Lockheed Martin – Washington, D.C.

Played active role in project to install new PCs and printers in Congressional offices on Capitol Hills including set-up and take down of various systems and hardware components, creation of workstation images, and organizing equipment for move to establish reconnection in new office locations.

Launched on-site analysis, identification, and resolution of complex desktop problems and first line user support response for technology-related incidents, problems, or questions.

Provided post-migration desktop support for all users, minimizing lingering technical issues or future issues by empowering end-users to understand and troubleshoot their systems.

ITS Help Desk Technician (7/2011 – 6/2012) SAIC – McLean, VA

Delivered first and second level support for global IT infrastructure supporting +5K global Library of Congress employees. Performed Active Directory Domain administrative activities, directed Security Administration process for email systems, and support Audio-Visual systems. Conducted in-depth diagnostics and troubleshooting of system issues and accurately documented all tickets and resolutions.

Successfully provided timely resolution to complex problems in support of mission-critical applications.

Leveraged patient, methodical approach to problem solving with strong communication and customer service skills to resolve most calls within 15 minutes and establish relationships with users.

Delivered 24x7 support to minimize system downtime during internal or external outages and peak enrollment periods.

Senior Computer Technician (9/2007 – 6/2010) Medstar/Washington Hospital Center – D.C.

Serve as key resource at Network Operations Center in support of state’s largest private hospital, monitoring network connectivity between 7 hospitals, training new computer operations, and launching rapid resolution to any issues or problems. Oversaw installation of various hardware and equipment as well as accurate tracking and ticketing of problems in database to create and deliver system status reports. Enhanced center efficiency during peak times by answering Help Desk phones as needed.

(Medstar, Continued)

Led high-performing and well-equipped team to deliver comprehensive support and strong customer service, consistently minimizing open tickets and eliminating any unresolved tickets.

Developed and implemented inventory database to accurately track equipment and hardware including automated spreadsheets to count number of onsite and offsite backup tapes.

Collaborate directly with support teams and users at all levels, building relationships with Help Desk and support teams as well as users, hospital management, and executive IT management staff.

EDUCATION AND TRAINING

Bachelor of Science in Computer Information Systems, Strayer University, 2011

Professional Development

Active CBP Full BI Clearance

Computer & Electronics Technician Training, Test Electronics, 1993

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