Technical Support

Danny Palacios Phone: 440-***-**** Email: *****.**********@*****.***

Technician Location: Greater Cleveland

Highly motivated and results-oriented IT professional with over 10 years of experience in technical support roles. Proven ability to troubleshoot hardware, software, network, and outlying issues while exceeding customer satisfaction. Skilled in user support, data migration, system administration, and a wide range of ticketing systems.

EXPERIENCE

Serco Technical Support Assistant

2022 2024

Provided comprehensive technical support to staff including troubleshooting computer hardware, software, network, and peripheral issues, as well as offering guidance on standard business and administrative software. Assisted remote users via email and phone, and managed processes like swapping out faulty laptops and user data migration. Responsible for user enrollment using the USAccess system, including ID verification and fingerprint capture.

Applied Industrial Technologies Programmer Analyst

2017 2022

Provided technical support for computer systems, hardware, and software. Resolved Level 1 Help Desk inquiries and escalated unresolved issues. Diagnosed problems, implemented solutions, and ensured customer satisfaction. Assisted field sales users with mobile devices, installed and configured new equipment, and maintained network equipment like routers and switches. Communicated effectively with users to understand problems, explained solutions, and identified areas for procedural improvements.

Candescent Health Technical Support Representative

2016

Provided 24/7 support to clients by troubleshooting and resolving technical issues. Assessed incoming tickets, determined appropriate resolution paths (internal or external), and kept stakeholders informed. Responsible for the entire resolution process, ensuring client satisfaction throughout and imaging PCs for deployment.

MCPC Helpdesk Analyst I

2015 2016

Providing first-line support to both internal and external clients via phone, email, and ticketing systems. Triaged and resolved customer requests related to various technologies, while proactively monitoring systems and managing service disruptions. Played a key role in documenting solutions and maintaining clear communication with both customers and internal teams.

VoxMobile Technical Support Specialist (Contract)

2014 2015

Provided exceptional customer service to end users with mobile devices, including smartphones and tablets. Troubleshooted device activation and swaps, collaborated with various departments to resolve complex issues, and utilized knowledge base resources to find solutions. Played a key role in the Mobility Support Project, assisting users with setting up email on their devices. Managed up to 50 tickets daily.

TECHNICAL SKILLS

Operating Systems:

Windows XP, Windows 7, Windows 10, Windows 11

Software Application & Tools:

Active Directory, Ahsay, Adobe: Acrobat DC, & Reader, Password Administration, MSC, Teva, Mobile Device Management, Remote Access AT&T IPSec/SSL Connections, Bitlocker Sopho Encryption, McAfee, Netwrix Auditor, XA7- Office Desktop, Sophos, N-Able/N-Central, HTML, Lotus Notes, VMWare, Thycotic Secret Server 8.9, Get-It

Microsoft Office:

2003-Current: Word, Outlook, Excel, Access, Desktop Publishing, PowerPoint, Teams, OneNote, OneDrive

Cisco:

Cisco & Juniper VPN Client, Cisco IP Communicator, Creation of Cintas RSA Tokens, Telnet

Ticketing Systems:

American Greetings, Great Plaines, MyChart, Epic, ITSM, Remedy, Right Now, Front Range, Service Now, Connect Wise, Zendesk, CA Service Desk Manager, Mobile Iron, Citrix, Remote Access, Nasdaq accounts setup, CRM system, Hospital related systems: PACS & HL7

Computers:

Desktops & Laptops: Dell, Hewlett Packard, Lenovo, Acer, Toshiba

Mobile Devices:

Apple: iPhone & iPad

EDUCATION

Ohio Business College Associate Degree - Applied Business in Information Technology in Microsoft Applications 2009

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