Howard Zapata

Canton, GA. *****

630-***-****

ad2z0t@r.postjobfree.com

Summary

Results-driven IT professional with over 20 years of hands-on experience in desk-side support, coupled with 5 years of successful team leadership. Proven track record of providing exceptional technical assistance to end-users, troubleshooting complex issues, and ensuring seamless IT operations. Adept at managing and motivating teams, driving process improvements, and fostering collaboration to achieve organizational goals. Committed to delivering top-notch service and driving efficiency in IT support environments.

Skills

•Expert in desk-side support for hardware and software troubleshooting, maintaining a 99% issue resolution rate.

•Proficient in Windows and macOS environments, with hands-on experience in OS installations, updates, and configurations.

•Skilled in diagnosing and resolving network connectivity issues, including TCP/IP configurations and DNS troubleshooting.

•Adept at managing Active Directory accounts, permissions, and group policies to ensure secure user access.

•Strong knowledge of Microsoft Office Suite and collaboration tools like SharePoint and Teams.

•Demonstrated ability to lead and mentor IT teams, facilitating knowledge sharing and promoting skill development.

•Familiar with ITIL framework, contributing to streamlined incident, problem, and change management processes.

•Proven track record of implementing security best practices, including antivirus solutions, firewalls, and data encryption.

•Solid understanding of hardware components and peripherals, with expertise in hardware upgrades and replacements.

•Led a team of 7 IT professionals for 5 years, achieving a 50% improvement in ticket creation and resolution time.

•Demonstrated strong communication skills by effectively conveying technical concepts to non-technical stakeholders.

•Fostered a collaborative team environment, promoting knowledge sharing and cross-training to enhance team members’ skills.

•Successfully managed team schedules, ensuring coverage during peak support hours and maintaining high service levels.

•Provided mentorship and coaching to junior team members, resulting in their professional growth and improved performance.

•Facilitated regular team meetings to discuss challenges, share insights, and brainstorm solutions for process improvements.

•Leveraged strong problem-solving abilities to address escalated issues, working collaboratively with team members to find resolutions.

•Effectively liaised between technical teams and management, providing updates on team performance and project progress.

•Implemented performance metrics and KPIs to track team productivity and provide actionable insights for continuous improvement.

•Acted as a liaison between IT and other departments, fostering cross-functional relationships and understanding of IT needs.

Experience

April 2022 - April 2023

Epsilon Inc, Chamblee GA - Sr. Help Desk Engineer

Epsilon is a full-service information technology partner, offering services ranging from compliance and cybersecurity to cloud management and call center support.

• SR Deskside Support Tech for IRS (Contractor)

o Led Remote onboarding sessions, insured new hires had correct access to VPN, PC and encryption. Granted users access if they hadn’t. Walked users through basic tasks to insure they could work properly.

o Part of Customer New Hire call center (Customer Experience Center) which I fielded calls from newly onboarded users to help them get started in their roles

o Managed, updated and created new users tickets using Kisam ticketing software.

February 2015 - April 2021

Ernst & Young LLP, Alpharetta GA - Site Lead

Global Advisory, Assurance, Tax and Audit Firm; 2B Revenue; 300k employees, 150 countries

• Onsite Technical Services Site Lead / Sr Associate

In addition to day-to-day tech responsibilities, supporting an office of 1500 end users. Met with and collaborated with Global Team Leaders to ensure teams properly equipped. Regular meetings with leadership regarding headcount and hiring of team members. Was escalation point for end-users and my own team for problem resolution and any workplace situations

o Attended weekly meetings with local leadership regarding upcoming IT initiatives, projects and progress reports

o Resolved end users’ issues and requests based on available knowledge along with my ability to explain the resolution to the end user making them more self-sufficient

o Established strong customer relations with outside vendors such as Insight and Dell

o Raised tickets in Service Now with the relevant information from users and applied templates when needed.

o Hired several technicians to ensure the IT support team was properly staffed with knowledgeable team members.

o As Site lead Increased ticket numbers and resolution of said tickets

o Provided assistance to globally dispersed technicians

o Track software licenses to ensure that the firm does not violate its agreements, and work with Purchasing and Contracts departments regarding software licensing and maintenance issues

o Led weekly staff meetings with local team members

o Make recommendations to management regarding update and maintenance processes

October 1999- February 2015

Ernst & Young LLP, Chicago, IL- On-site Support Engineer

●Onsite Technical Services Technician / Associate

Orchestrated day-to-day tasks, assigning ServiceNow cases to the IT Support Team. Assisted with ServiceNow cases in person and walk-ups

o Insured the team had the proper equipment to do their jobs completely

o Maintained printer stock including scheduling maintenance and repair

o Assist with the equipment and set-up for conference/meeting facilities, as directed

o Handle minor functions such as moves, adds, changes, etc. Respond to customer inquiries concerning support requests, systems status, and network connectivity

o Supported local and global projects

o Assist with off-site support for client functions/meetings.

o Under direct supervision, provided after-hours service for escalated issues from the National Help Desk or supervisor.

o Assisted with hardware and software deployments

o Operated a local help desk to support any walk-ups

o Communicated with partners on global accounts to ensure their teams had the needed support

o Met with Engagement Partners (Quarterly) to establish a relationship and discuss upcoming IT products that may help the team

Education

Computer Learning Center, Chicago - Degree

Completed Computerized Business Systems course involving MS Office, Windows OS and CNA Networking

Columbia College, Chicago - Course work

Studied 2-D design and Graphic Art

Awards & Projects

Received High Impact National IT Tech Award for going above & beyond in normal day-to-day tasks, 2010 – 2012

Supported move to new building in 2010, responsible for lowering printer stock from 126 to 23 for better printer management and cost effectiveness.

Upgraded printers to HP OnePrint 2012, acted as liaison between HP and EY team

Chosen to pilot SmartCube pilot in US, became global escalation point for others who would later receive the hardware

Helped with design of new office in Alpharetta 2018, imaging new Welcome and Hospitality PCs, printers and testing Wi-Fi working with heat maps

Wi-Fi upgrade project in Alpharetta offices, worked with designers to install and order the proper equipment on time and on budget

Contact this candidate