Desktop Support Information Security
Resume:
Jose Venegas
Desktop Support Team Lead (Syngenta) Compucom Systems, Inc
*************@*****.***
IT Support professional with over 10 years of experience in direct end-user support and management of technical support personnel in various implementation environments. Applies a strong analytical and goal-focused mindset to support senior management and clients in all aspects of technical operations. Core skill sets include:
• Team Management & Training/Mentoring • End-user Support & Communication
• Troubleshooting & Root Cause Analysis • System/Equipment Integration
• HW/SW Installation & Configuration • Information Security Practices
• System Migrations & Upgrades • Email & AD Account Mgmt
• Sailpoint Identity Warehouse
Willing to relocate: Anywhere
Authorized to work in the U.S for any employer.
EXPERIENCE
Desktop Support Team Lead (Syngenta)
Compucom Systems, Inc - Greensboro, NC
March 2017 to Present
Directly supervise a team of 15 Desktop Support Techs in North America and Canada.
● Coordinate workflow based on daily requirements and special IT projects.
● Assist in the onboarding of new employees.
● Serve as an escalated point of contact for all of NAFTA.
● Domestic and International travel for site visits with resident techs.
● Analyze daily global reports.
● Mentor and coach the productivity and performance of Desktop Support Techs.
● Updating company knowledge base frequently with most current test findings.
● Monitor queues and prioritize daily workload and long term projects.
● Organize and lead one-time or recurring projects.
● Track incidents and requests to ensure timely resolution.
● Escalate incidents and service requests to Level 2 team and support teams as required.
● Accountable for achievement of Service Level Agreement.
● Creates desktop, laptop and surface pro build processes for local sites.
● Provide clear and timely updates to clients and Site Service Managers.
Desktop Support Tier II (Syngenta)
Compucom Systems, Inc - Greensboro, NC
December 2016 to March 2017
Supported North America and Canada with hardware and software troubleshooting.
● IMAC request.
● Desktop Support.
● Tier II and III support (local and remote).
● Analyze SCCM software package deployments to variable user scope implementations.
● Fault testing for software packages on multiple hardware and OS platforms.
● Updating company knowledge base frequently with most current test findings.
● Reimage and deploy laptops/desktops using SCCM to help ensure business continuity.
● Assisted in Tier III troubleshooting/support for multiple end-users in the NAFTA region.
● Remote user administration and troubleshooting support.
● Assisting in lateral IT support projects, including deployment testing and configuration.
● iOS mobile device troubleshooting.
Geek Squad Team Lead & ARA (Best Buy)
Best Buy/Geek Squad - Miami Beach, FL /Greensboro, NC February 2011 to December 2016
Supervise 12-18 Geek Squad Agents in-store.
● Worked directly with management to improve in-store client experience.
● Conduct business analysis utilizing scorecards and reports to identify business opportunities.
● Motivate and coach behaviors that lead to an exceptional client experience.
● Quickly resolve unsatisfactory client experiences and investigate root cause.
● Implement action plans based on observations and feedback.
● Monitor monthly business rhythms.
● Be accountable for labor management and revenue performance for the Precinct.
● Develop and train team members to reach business metrics.
● Assist managers with performance feedback in one-on-one sessions.
● Onboard and train new team members.
● Track and report department productivity, quality and staffing.
● Perform basic part installs and diagnosis.
● Manage customer escalations.
● Perform manager overrides.
● Install, manage and update operating systems.
● Engage with team members to ensure client issues are resolved in a timely manner.
EDUCATION
Miami Dade College, Kendall - Computer Information Systems January 2013 to December 2014
Fast Train, Kendall - Management Information Systems January 2010 to December 2011
CERTIFICATIONS
CompTIA Security+ SY0-501 - Certified on February 15, 2020 FUTURE CERTIFICATIONS
CompTIA CySA+ CS0-001
AWS Cloud Practitioner
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