Manager Customer Service
Resume:
Julius M. Aldana Jr., MS
Chicago, Illinois Cell: 312-***-****
*********@*******.***
IT professional with over eleven years of experience who is detail oriented with a focus on customer service and management. Skilled in all facets of systems and desktop administration, installation, configuration, and maintenance of PC and Mac environments. Able to grasp and assimilate new applications and technologies very quickly with virtually no external training or support. Excellent communication skills with the ability to work independently and under pressure.
P rofessional Experience
Allied Benefit Systems, Chicago, IL
Help Desk Supervisor, April 2019-Present
●Supervise the Help Desk personnel and ensure all support requests are quickly and efficiently resolved.
●Supervise IT Support Services projects, schedules, applications, and business operations as assigned.
●Work with the Director of IT Support Services to propel user experience focused initiatives.
●Assist in analyzing emerging technologies and processes while creating manageable solutions.
●Apply contemporary business principles integral to a high-tech organization.
●Work effectively with IT vendors and managed services partners.
PRO Unlimited at Facebook, Chicago, IL
Field Technician, July 2018 to May 2019
●Provide technical support for over 500 users in the Chicago office along with users visiting from other internal sites.
●Manage all hardware administration including data migrations, system security, administration and VOIP and cell phone system support.
●Research and review various systems; advise management on which systems to purchase and oversaw the implementation of systems such as our G Suite rollout.
●Created customized training material and content in order to efficiently onboard staff.
●Instrumental in the integration of various products as well as setup and deployment desktops, servers, systems and innovative hardware architecture that promoted seamless management across the company and business life cycle.
YMCA of the USA, Chicago, IL
Senior Desktop Analyst, July 2016 to July 2018
●Help Desk team lead, managed 2 technicians.
●Managed and triaged all support tickets via Salesforce for technical issues.
●Responsible for troubleshooting YMCA of the USA technology issues for over 450 users, which includes a mixed environment of Windows and Mac operating systems.
●Developed and communicated all policies/procedures for the Help Desk.
●Responsible for O365 administration and management including creating accounts, license distribution, creating security groups, creating and maintaining distribution lists, and mobile device security.
●Managed and assisted with all Cisco IP phone issues and new user creations.
●Responsible for ordering equipment, software and coordinating installs.
●Responsible for active directory creation of users, groups, and maintaining organization within the directory.
●Assisted with the deployment of OneDrive for Business, Skype for Business and Microsoft Intune.
City Colleges of Chicago, Chicago, IL
IT Manager, Harold Washington College November 2014 to July 2016
●Managed IT department staff, which included 10 members.
●Assisted in the yearly budgeting process for technology.
●Assisted in hiring and training new IT staff.
●Managed and assisted with the deployment of the Voice over IP phone system.
●Responsible for troubleshooting campus technology issues for over 10,000 users, which includes students, faculty, campus staff, and the central services office.
●Managed and assisted with the deployment of Active Directory.
●Created images and software packages via System Configuration Manager (SCCM).
Education Management, Chicago, IL
Senior IT Desktop Analyst, Argosy University April 2011 to November 2014
●Supervised IT department staff.
●Created and deployed images for staff, faculty, and student computers.
●Managed help desk via ServiceNow.
●Responsible for troubleshooting campus technology issues for over 1,400 users, which includes students, faculty, campus staff, and the central services office.
●Transitioned the campus from Windows XP to Windows 7.
●Maintained updated inventory records on all equipment.
Education Management, Chicago, IL
IT Desktop Analyst, Argosy University September 2008 to April 2011
●Responsible for IT equipment troubleshooting and maintenance.
●Created and deployed images for staff, faculty, and student computers.
●Configured and supported printers, copiers, and telecommunications equipment.
●Assisted the Technology Support Supervisor with the day-to-day technology tasks.
●Maintained updated inventory records on all equipment.
●Supervised student workers.
Education
South University, Savannah, GA, September 2011 to December 2012 MS, Information Systems and Technology
Pennsylvania State University, University Park, PA, September 2004 to August 2008 BA, Liberal Arts
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