Support Analyst Technical
Resume:
JUAN CARLOS SIXTOS
********@*****.***
OBJECTIVE
IT Support Analyst with over 5 years of experience, known for strong customer service, analytical, and organizational skills. Seeking a challenging role in a reputable company where I can leverage my technical expertise, attention to detail, and ability to deliver exceptional support to end users and stakeholders, ensuring efficient and effective IT operations.
EDUCATION
January 2016 - January 2021
Ebenezer Institute Des Moines, Iowa
Theological Studies (4 Year Program)
Graduated successfully
October 2010-Present
Penn Foster College Scottsdale, Arizona
Computer Information Systems
Associate of Science (transfer of credits from DMACC) August 2008-March 2010
Penn Foster College Scottsdale, Arizona
PC Maintenance and Repair
Career Diploma
August 2005-December 2009
DMACC Des Moines, Iowa
Management Information Systems
Associate of Science (transfer of credits)
SKILLS
Bilingual in English and Spanish, with excellent communication and writing skills.
Proficient in web and graphic design, data entry, Microsoft Office, and network troubleshooting.
Highly organized and disciplined individual with a strong work ethic.
Ability to research and work independently, as well as collaborate effectively with others.
Excellent customer service skills and the ability to build rapport with users.
Experienced in writing documentation for IT processes and building relationships with users.
WORK EXPERIENCE
Summary:
2023 - Present: Equiturst Life Insurance - IT Senior Associate
2023 - 2023: Casey's General Stores - Technical Support Analyst
2017 - 2022: Weitz Construction - Technical Support Analyst
2009 - 2017: Verizon Wireless - Store Manager
2015 - Present: Insurance agent (Freelancer)
2014 - Present: Senior Pastor - Truth That Sets You Free, Inc
2008 - 2009: Iowa Methodist Textile Services - Quality Control Team Leader
2007 - 2009: Panera Bread - Customer Associate
(see below for details)
Detailed:
December 18, 2023- Present
Equitrust Life Insurance Company West Des Moines, Iowa Information Technology Senior Associate
Responsibilities:
Onboard and offboard employees, ensuring seamless transitions by managing user accounts, permissions, and access in Active Directory.
Ensure smooth operation of Webex by monitoring and troubleshooting to prevent call drops, enhancing communication efficiency across the organization.
Handle daily technical support tickets, including access requests and hardware issues, using ManageEngine to diagnose and resolve issues promptly.
Collaborate with various departments to fulfill hardware requests, ensuring that all equipment meets company standards and is properly configured.
Provide comprehensive technical support, resolving issues related to software, hardware, and network access, ensuring minimal disruption to business operations.
Manage and maintain accurate records of IT assets, ensuring all equipment is accounted for and properly tracked.
Key Accomplishments:
Streamlined the onboarding and offboarding process, reducing the time required for user setup.
Enhanced call quality and reduced dropped calls through proactive monitoring and troubleshooting of Webex.
Successfully resolved the majority of technical support tickets within the same day, exceeding the company’s service level agreement
(SLA) targets.
Improved overall system efficiency by implementing a new process in ManageEngine for tracking and resolving support tickets.
Played a key role in maintaining high levels of productivity by ensuring quick and effective technical support across the organization.
January 3, 2023-December 12, 2023
Casey’s General Stores Ankeny, Iowa
Technical Support Analyst
Responsibilities:
Onboarded/offboarded employees, ensuring seamless transitions and access to necessary resources.
Conducted computer imaging processes to set up and configure workstations, ensuring uniformity and security compliance.
Utilized SCCM (System Center Configuration Manager) to deploy and manage software applications, updates, and patches, enhancing overall system efficiency.
Managed Active Directory accounts, security groups, and permissions, ensuring accurate access controls and user privileges.
Diagnosed and resolved technical incidents promptly, providing timely and effective solutions to end-users' hardware and software issues to minimize downtime.
Managed printer toner replenishment, ensuring uninterrupted printing capabilities across the organization while optimizing supply costs.
Troubleshot hardware and software issues for computers, printers, tablets, and iPhones, minimizing disruptions to workflow.
Conducted thorough inventory management, including maintaining stock levels, tracking equipment, and conducting regular audits to ensure inventory accuracy.
Safely wiped data from decommissioned devices, ensuring data security and compliance with data privacy regulations. Key Accomplishments:
Reduced onboarding time for new hires by implementing a streamlined onboarding process.
Developed and implemented a new computer imaging process that resulted in an increase in system efficiency.
Successfully deployed a new software patch to over 1,000 workstations without any downtime.
Reduced printer toner costs by implementing a new toner replenishment system.
Resolved all IT incidents within 24 hours, meeting the company's SLA (service level agreement).
October 2021-December 22, 2022:
Weitz Construction Des Moines, Iowa
Technical Support Analyst
Responsibilities:
Provide IT support for the Back Office Applications team, including financial applications.
Manage and resolve incoming tickets for the Back Office team.
Manage Oracle's JD Edwards financial application by creating users, managing security roles, applying login credentials, and implementing ongoing security changes.
Work with the Workflow Tungsten invoicing application, including helping to update and maintain servers.
Troubleshoot and resolve time entry tickets.
Manage access to the timecard system for hourly and salary employees.
Develop and maintain the company's Hourly Timecard application using Visual Basic C++.
Manage and maintain the company's financial application databases using SQL.
Troubleshoot and manage ERP Mobility accounts for equipment management in supply chain warehouses.
Troubleshoot and maintain check printers for the company using Transform.
Participate in code reviews and testing for the company's financial applications as part of the software development process.
Manage and troubleshoot the company's reporting software, ReportsNow.
Manage users in Active Directory.
Manage users, shared folders, and groups in Microsoft 365.
Troubleshoot financial data in Procore, the company's project management software.
Troubleshoot bridging issues in Boomi, the company's integrations application.
Perform regular browser beta testing.
Manage the department's Accounting/Payroll new hiring process.
Manage Okta, the company's password management application.
Establish employee connections by phone and remote sessions to assist with their needs.
Develop and maintain the company's user documentation. Key Accomplishments:
Reduced the average time to resolve Back Office tickets.
Successfully implemented a new JD Edwards security policy that improved overall effeciency.
Migrated the Workflow Tungsten application to a new cloud platform, resulting in increase in performance.
Developed a new Hourly Timecard application that is more user-friendly and efficient, reducing employee errors.
Worked closely with the software development team to identify and fix bugs in the company's financial applications, helping to improve the overall quality of the products.
February 2017-October 2021:
Weitz Construction Des Moins, Iowa
Technical Support Representative
Responsibilities:
Provide IT support for a construction company, including managing the company's phone account, providing exceptional customer service to construction workers throughout the country, troubleshooting employee devices and applications, answering support calls, and providing email support.
Manage Active Directory for three domains, users via Exchange server and Outlook admin portal, and accounts for new hires and offboarding requests.
Create and delete users in Avaya desk phone systems.
Help users change their passwords.
Key Accomplishments:
Reduced the average time to resolve IT support tickets.
Improved customer satisfaction with IT support.
Developed and implemented a new employee onboarding process that reduced the time it takes for new employees to get up and running.
Successfully managed the company's phone account, ensuring that all construction workers had reliable access to communication tools.
Provided excellent customer service to construction workers, helping to resolve their issues quickly and efficiently.
December 2009- February 2017
Verizon Wireless Perry, Iowa
Store Manager
Responsibilities:
Led a team of retail associates in providing excellent customer service to Verizon customers.
Maintained and updated customer information in Verizon's customer relationship management (CRM) system.
Troubleshot phones and other Verizon devices.
Provided interpretation services for Spanish-speaking customers.
Followed up with customers to ensure that their needs were met. Key Accomplishments:
Increased customer satisfaction in the area.
Reduced customer churn.
Increased sales in my district.
Successfully managed a team of 10 retail associates.
Developed and implemented a new customer service training program that resulted in a 20% increase in customer satisfaction scores.
June 2008-August 2009
Iowa Methodist Textile Services Des Moines, Iowa Quality Control / Team Leader
Responsibilities:
Maintained the quality of textiles being washed, ensuring that they met Verizon's high standards.
Assisted as team leader of the Shipping Department, overseeing the work of other employees and ensuring that shipments were made on time and in full.
Provided interpretation services for Spanish-speaking employees, helping to break down language barriers and create a more inclusive work environment.
Key Accomplishments:
Developed and implemented a new quality control process that resulted in a 10% reduction in defects.
Increased shipping efficiency by 15% by streamlining the shipping process.
Received positive feedback from Spanish-speaking employees for providing interpretation services.
April 2007-May 2008
Panera Bread Des Moines, Iowa
Customer Service
Took customer’s food orders
Served customers
VOLUNTEER EXPERIENCE
Volunteer Assistant in church IT Department, January 2007-Present
Youth Group President, September 2004-Present
Sunday School Department Secretary, 2002-Present
Play in a church band in West Des Moines.
Part of our local church band.
Part of a band which recorded some projects back in 2006
Pastor at a local church since 2014
Board of Member for Comunión de Pastores de Iowa
*References available upon request.
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