Armin

Lacsamana

Contact

Address

*** ******** ***

JERSEY CITY, NJ, 07305

Phone

+1-201-***-****

E-Mail

ad4bj4@r.postjobfree.com

Skills

Customer Service, Technical

troubleshooting, Managing

service-level agreements,

Project Management,

Training and Mentoring

Technical Skills

OS: Windows 7 to 11, macOS,

Android

Software: MS Office 365

Administrations, MS Office,

Teams, SharePoint, VPN, etc

Tools: Azure AD, Jira, SCCM,

InTune, Cisco Unified Comms,

ServiceNow, TeamViewer,

SolarWinds, etc.

Hardware: Windows PC,

MacBooks, Android, iPhone,

Network Switches, Printers, AV

systems, etc.

Experienced Senior IT Support Engineer with over 20 years of experience in Tech Support. Excellent problem-solving and customer service skills. Capable of working under pressure and adapting to responsibilities and challenges in the ever-changing IT industry.

Work History

2022-05

to

Current

Senior IT Support Specialist

NICE, Hoboken, NJ

• The go-to technician for company’s executive team

• Maintained high KPI and SLA scores

• Identified IT solutions for the changing work

environments across the organization

• Analyzed and developed a plan of attack for

projects

• Collaborate with Sales and Marketing teams to

provide IT solutions for client-facing events

• Develop and implement processes and procedures

• Managed a team of 5 IT support specialists

supporting ~1500 users in North and South America

• Video production support for town hall meetings

and public presentations

• Interview and onboarding for IT Support new hires

• Maintained budget for IT equipment for home and

in-office users

2011-12

to

2022-05

IT Support Specialist

NICE, Hoboken, NJ

• Created help desk tickets, troubleshoot, and resolve technical issues

• Resolved a diverse range of technical problems

across multiple systems and applications

• Supported ~1500 users both remotely and in-office 2008-05

to

2011-12

Professional Services Consultant

C3i Inc, Morristown, NJ

• Maintained software functionality and implemented software updates

• Ensured quality of data in ongoing information feed into software for end users

• Provide Level II software support for end users

2003-04

to

2008-05

Technical Support Supervisor

C3i Inc, Morristown, NJ

• I managed a team of 7 technicians providing

support for 800+ users nationwide.

• Performed quality assurance and ensured

contractual SLAs were acheived

• Produced analytical reports and provided process improvements

• Developed and implemented processes and

procedures

• Provided documentation on troubleshooting of

technical problems to support desk staff.

Education

1999-06

to

1999-12

Certificate in Computer Technical Support:

Technical Support

The Chubb Institute-Westbury - Jersey City, NJ

.

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