IT Support

Jose Ondo

Arlington, VA ***** *********@*****.***

SPOKEN LANGUAGES

English, Spanish, French

OPERATING SYSTEMS

Windows, Mac OS, Android, iOS

NETWORKING

Routing, configuration, security, FTP, SFTP

TECH SUPPORT

Remote/on-site, install software/troubleshoot, configure/install machines, perform maintenance, train users

KNOWLEDGEABLE IN / EXPERIENCE IN

Remedy, ServiceNow, SCCM, Microsoft 365, Cherwell, Windows Server, AD, 2FA, Microsoft Office, Remedy, Servicenow, Webex, Cherwell, Asset Management

CERTIFICATION

Lenovo Hardware Certified

SKILLS

PERSONAL SKILLS

Great communicator, organized, great attention to details, problem solver, excellent customer service, patient with others, analytical, fast learner, decision maker.

Experience working in a call center environment.

Experience providing first line of customer service for all resident requests, issues, and work orders.

Experience managing technical tasks from setting up machines, troubleshooting devices, and preparing meetings on a technical aspect.

Provided desktop support for technical issues in a call center environment.

Provided customer service to end users on a daily basis.

PERSONAL CHARATERISTICS

Goal oriented, team player, strong interpersonal and communication skills, highly motivated, ability to work effectively in stressful situations, highly motivated, strong problem solver.

KNOWLEDGEABLE IN

Finance, management, marketing, international business, human resources, operations, front desk reception, customer service, filing, database & records management, executive & administrative support, reports & spreadsheets, complaint handling, data entry, installing/configure devices, troubleshooting machines and software, virtual/remote desktop support, Active Directory, Imaging, data recovery, diagnostic tools, utilities, anti-virus Tools), Microsoft 365.

WORK EXPERIENCE

Meridian International Center August 2021 – Present

(Senior IT Coordinator; Full Time)

Assist in organization’s event A/V setups.

Assign assets to users.

Off-board & On-board employees using Microsoft 365 + Azure and assign equipment.

Provide technical support on all devices (tablets, smart phones, printers, computers, networks etc).

Ensure proper use, maintenance, and tracking of IT inventory.

Manage relevant IT vendor relationships.

Configure/install computer hardware and software for all onboarding staff,

and as needed.

Provide IT orientations for new hires.

Administrator for in-house phone extensions and staff cell phones (activation,

billing, reporting, software etc.)

Manage Assist.

Train users on new technology implementations.

Institute protocols for the use of IT across departments and projects.

Manage Windows desktops, server applications, cloud-based services,

printers, desk phones, softphones and all other portable devices in-person

and remotely.

Provide oversight of IT support vendors while also receiving helpdesk calls

and resolve questions and troubleshoot issues.

Maintain IT documentation procedures, standards, best practices, and

installations.

Assist with AMEX and check payments to IT vendors.

Assist with IT FY budgeting and reporting.

EZ LLC Nov 2020 – Present

(Chief Executive Officer; Self Employed)

Embassy of Equatorial Guinea August 2019 – Present

(Director, IT Operations; Part Time)

Provide technical support to the ambassador including the embassies’ staff team of 10.

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Train users on new equipment.

Maintain daily performance of computer systems and website.

Order/receive assets and keep track using Excel while managing assets according to investment preferences and goals.

Compile and present asset management reports to manager.

Install, modify, and repair computer hardware and software.

Virus removal and reimaging computers.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Install computer peripherals for users.

Expeditors December 2020 – August 2021

(Information Systems Support; Part Time)

Order/receive assets and keep track using Excel

Manage assets according to investment preferences and goals.

Compile and present asset management reports to supervisors.

Monitor tickets in CA Service Desk Manager and ensure all tickets are performed and closed.

Oversee equipment inventory and inform team lead stock projections to allow time to purchase.

Validate installation through defined quality assurance procedures.

Provide weekly/monthly reports to team lead on ticket services (total request, resolved, cancelled, etc.)

Troubleshoot PC Operating System and Hardware issues.

Execute Regular Information Systems Basic Tasks to keep the systems up & running.

Train branch management on system architecture, data management, retention and reporting, and other available IT tools to improve processes, productivity and customer service.

Basic Branch Technical Support such PC, LAN, proprietary software and systems administration & troubleshooting, in addition to global, regional and branch project implementation.

Bloomberg April 2020 – October 2020 (Global Technical Operations; Full Time)

Communicate with clients, including CEOs and executive managers with access to proprietary data and information.

Provide exceptional customer service to a broad range of clients, and ensure the fast and effective management of various client workflows and hardware/software issues.

Installation, connection, configuring, hardware management and workflow support of terminal clients over the phone and via Bloomberg Instant Messaging.

World Bank Dec 2018 – Feb 2020

(PC Provisioning Technician; Indefinite Full Time Non Staff Contract)

Ordered/received assets and kept track using Excel

Managed assets according to investment preferences and goals.

Meet with clients to assess asset status, needs, risks, goals and progress.

Compiled and presented asset management reports to supervisors.

Reviewed financial reports to find ways to reduce costs.

Fostered and maintained positive client relationships.

Provisioned PC and PC equipment based on daily requests including special projects.

Monitored all incoming service requests and assign to designated team members.

Scanned all received equipment, imaging computers with a WBG standard image, deliver and setup of PC request.

Provided events and rental support.

Ensured that all PC requests fulfilled are within the PC Provisioning policies and guidelines of the WBG.

Ensured that the asset information for all provisioned equipment is updated in Remedy, PCIM, ServiceNow, and SCCM.

Monitored PC Provisioning Remedy/ServiceNow queue and ensure all tickets are performed and closed.

Oversaw equipment inventory and inform WBG team lead stock projections to allow time to purchase.

Validated installation through defined quality assurance procedures.

Provided weekly/monthly reports to team lead on PCP services (total request, resolved, cancelled, etc.)

Troubleshoot PC Operating System and Hardware issues.

Public Broadcasting Services (PBS) Nov 2018 – Dec 2018

(IT/Customer Support; Full Time Non Staff 2 Month Contract)

Provided technical support to the CEO, managers and lower level employees.

Provided hardware repair on Lenovo laptops, Macbooks, and Ipads.

Helped organization implement RSA two factor authentication to the entire systems of the organization.

Guided and trained employees on how to install, register mobile device in order to operate RSA two factor authentication with VPN.

Installed/uninstalled new employee PC devices including monitors, printers, multiline phones, tablets, and smartphones.

Intake delivery of equipment.

Ensured, maintained and update equipment.

Provide troubleshooting support for RSA two factor authentication.

Use of ticketing system Cherwell to receive technical issues from on site employees to resolve issues in a timely manner.

Provided technical expertise related to Microsoft products/operating systems, and IOS operating system/products.

Provide technical support for mobile devices, such as desktops, laptops, network connectivity issues, printers, iPads, iPhones, Android devices and other tablets.

Pan America Health Organization (PAHO) Sep 2017 – Oct 2017

(IT Support Specialist; Full Time 2 Month Internship)

Managed all technical aspects of the organization from setting up machines, troubleshooting devices, and preparing meetings on a technical aspect.

Provided IT support for technical issues with limited supervision.

Documented IT trouble shooting procedures and processes.

Provided customer service to end users on a daily basis.

Provided technical expertise related to Microsoft products/operating systems, and IOS operating system/products.

Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets.

Configured, installed, and maintained users' desktop software and hardware issues.

Trained users on new technology implementations training.

User account support: provide, on a timely basis, network credential and email account administration; adding / modifying / extending / suspending accounts and authentication to customer network resources and repositories, using the customer OnBoarding system and MS Exchange.

Conducted weekly equipment inventory.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN).

Troubleshoot general network infrastructure problems (networking equipment, printers, PC/Server hardware, etc).

Processed and addressed incoming service desk requests both onsite and remotely via email, phone, or the support portal.

EDUCATION

SOUTHERN NEW HAMPSHIRE UNIVERSITY, MANCHESTER, NH Ongoing

Master in Business Administration, concentration in economics

Cumulative GPA 3.5

GEORGE MASON UNIVERSITY, FAIRFAX, VA Graduated 2016

Bachelor in Applied Information Technology, concentration in security

Cumulative GPA 3.0

DEAN’S LIST 2007, 2008, 2012, 2013, 2018, 2019

Awarded to students who earn a semester GPA of 3.50 or higher

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