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David Yanes

IT Tech Support

ad2tox@r.postjobfree.com• 626-***-****

LinkedIn • San Gabriel, CA

Su

Dedicated, systematic professional offering concrete experience providing high-level technical support across fast-paced clinical environment to ensure top-notch service delivery. Tech savvy IT manager with credible track record of driving end- to-end information technology process improvement initiatives, as well as installing, configuring, and monitoring various software and hardware peripherals. Expert problem solver with proven success successfully troubleshooting critical technical faults pertaining to escalated clients, system performance, viruses and spyware, as well as spam related issues with focus on reduction of computer crashes and malfunctioning. Outstanding leadership skills with demonstrated ability to develop and direct as well as train and mentor high-performance staff for maximum performance and productivity. Articulate communicator; proficient at effectively liaising with contracted cloud hosted vendors to enable continuous hardware and connectivity functionality.

Technical Proficiencies

Software: Microsoft Office 365, Server 2008/2012, SQL 2008/2012, SharePoint, Power BI Hardware: Lenovo, HP, Dell, MAC

Career Experience

Nttdata/Centene Senior Helpdesk Associate 2021-2022 Providing telephone/email and remote diagnostic technical support of hardware, systems, sub-systems and/or. applications for customers. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation.

* Responds to customer technical problems/issues related to hardware, software and networking via e-mail and phone

* Assists customers by diagnosing problems and providing resolutions for technica I/Iil service issues

* Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts

* Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions

* Identifies and provides input on unique or recurring customer problems

* Focuses on delivering a positive customer experience Page 2 3

LAUSD Help Desk Analyst I. 2021-Current

Analyzes user input to create and assign Help Desk tickets to themselves or to the appropriate technical resource for resolution. Troubleshoots desktop or laptop computer problems to the hardware component or application access level and resolves any issues found in a timely manner. Updates their open Help Desk tickets daily keeping customers informed of the progress. Document problem resolutions in the Help Desk application software. Setup and configure desktop or laptop computers as needed.

Collect customer requests and data

Attend to customer phone calls

Respond to user emails and social media messages

Conduct basic troubleshooting using questionnaires to find out the level of support needed

Create tickets for Level 2 support

Provide product information

Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup. Children’s Los Angeles Hospital 2019 – 2020

Manager, Technology Support Services

Own control over various PMG technical support services as well as managerial duties, including team coaching and leadership as well as monitoring of point of escalation, ticket resolution, time schedule, project coordination, while reporting to CHLA/PMG TSS management team. Provide expert-level assistance on various user functions, including software, hardware, network, and active directory account issues. Ensure fulfilment of SLAs by monitoring iTrack ticket queues and resolving user ticket escalation. Administer weekly PMG technical updates on back log cases by actively collaborating with team.

• Successfully completed projects within assigned deadline.

• Leveraged expert-level problem solving skills to provide technical mentoring as well as promptly and effectively resolve all escalated customer issues to maximize satisfaction of both CHLA/PMG users.

• Showcased technical competencies to troubleshoot critical issues pertaining to system performance, viruses, spyware, and spam related issues along with diminishing computed crashes as well as network and connectivity issues.

Pediatric Management Group 2010 – 2019

IT Manager, Planning & Integration Support

Spearheaded, coordinated, and monitored IT and electronic data operations for seamless workflow. Formulated and implemented policies and procedures to strategize decision making. Safeguarded security of data, network access, and backup systems. Enabled effective implementation of organizational policy through alignment of routine operations with user needs and system functionality. Ensured smooth operations through investigation of problematic areas and timely implementation of strategic solutions. Assessed internal compliance through coordination of systems audits. Exceled at cost effectiveness by administering annual budget.

• Exercised strong leadership skills to recruit, train, and coach, while communicating job expectations and appraising performance.

• Provided robust assistance to staff members with IT issues through development of departmental policy and composing of procedures manuals.

Additional Experience

IT Desktop Support Lead, Pediatric Management Group Certifications

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Rio Hondo College Server/Desktop Certification Mount Sierra College Server/Desktop Certification MSCA, MCSE, CCNA, SQL Admin Certifications

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