John O’Brien, PMP, Lean Six Sigma Greenbelt, ITIL add2li@r.postjobfree.com

*** ***** ****** *** 480-***-****

Chandler, Arizona 85226 Mobile: 602-***-****

https://www.linkedin.com/in/jjobrien

Technical Support Specialist

Experienced Technical Support Specialist. United States Navy veteran and seasoned professional providing world-class customer service and critical support to end users working in mission-critical environments. Certified Project Manager (PMP) and logistician providing Desktop Support to IT operations deemed critical to the integrity and viability of major organizations. I have the ability to learn new concepts and technology rapidly, become a contributing member of the team, as well as mentor more junior staff members.

Prominent skills

Compliance with SLAs and OLAs

Corporate Desktop Technology hardware and software support

Ticketing software Service Now (SNOW); Remedy; User Voice; Fresh Desk

Expert with Wireless Networks; VPN; DHCP; TCP/IP; shrink-wrapped apps; MS Operating Systems

Advanced analytical and troubleshooting skills; critical situation management

Bilingual English/Spanish

Unsurpassed verbal and written Communication skills; Customer Management skills

Inserso Corp., Chandler, AZ 11/2019 - Present

Office of the Chief Information Officer U.S. Immigration and Customs Enforcement (ICE)

Department of Homeland Security/Senior Systems Analyst

Servicing inbound/outbound call support for the entire US Department of Homeland Security/ICE

Advanced technical support from border patrol to medical staff to administrative personnel

TechMahindra, Phoenix, AZ 5/2018 – 11/2019

Senior Customer Service Associate onsite at Aetna

Technical support handling inbound/outbound calls; provide Root Cause Analysis (RCA)

Fill-in for Managers and Technical Escalation Staff (Level 2)

Cognizant, Phoenix, AZ 3/2018 – 5/2018

Senior Systems Executive

Providing technical and non- technical support handling inbound/outbound calls via web tickets/emails

Office Depot/OfficeMax 10/2015 – 3/2018

Senior Technology Consultant

Senior IT technical resource for staff and customers

Team with Service Desk team to perform remote diagnostics, upgrades, and software installations

United States Postal Service 7/2015 – 10/2015

Rural Mail Carrier (RCA)

Part time position as Rural Mail Carrier

InkSoft Albuquerque, NM 8/2014 – 1/2015

Tempe, AZ based Technical Support Manager

Managed a Team staffing a Service Desk supporting thousands of subscribers

Bank of America Charlotte, NC 11/2013 – 5/2014

Phoenix, AZ based Marketing/Service Desk Representative

Provided financial and technical support servicing clients of the bank

IBAHN Corp. Salt Lake City, UT 9/2012 – 6/2013

Phoenix, AZ based Western Region Account Manager

Managed over 100 major High Speed Internet Access (HSIA) accounts at major hotels, resorts

and meeting venues across Arizona, California, and Hawaii

Presentation Services Schaumberg, IL 12/2010 – 5/2011

Phoenix based Producer/Project Manager

Produced and provided Project Management for corporate events

Best in Show Technology, LLC Chandler, AZ 1/2010 – 9/2012

Self Employed Project Management Consultant

Project Management consultant to American Express, Hewlett Packard, Arizona Public Service

KPMG LLP New York, NY 11/1997 – 11/2009

Phoenix and Los Angeles based IT Project Manager

In support of IT initiatives assembled and managed teams of IT professionals across the US and globally

Delivered Desktop Technology, Logistics, and Network Support to corporate events worldwide

Escalation point for critical technical and logistics issues

Standardized inventory control of IT assets

Turner Techtronics, Burbank, CA 6/1996 – 11/1997

Onsite Operations Manager/Desktop Support Manager

Managed a team of Desktop Support analysts delivering advanced technology support on-site at Paramount Pictures in Hollywood, CA

Education & Training

Arizona State University, Ira A. Fulton Schools of Engineering, Tempe, AZ: Lean Six Sigma Green Belt

Project Management Institute Phoenix, AZ: Project Management Professional Certification # 1336385

Loyalist Certification Services, Belleville, Ontario, Canada: ITIL Foundation V2 2011. Certificate # 936065

A+ Certification: Employer-sponsored by Digital Equipment Corporation (DEC)

U.S Naval Air Technical Training Center, Millington, TN: Certifications in Advanced Flight Electronics/Avionics

Yankton College Yankton, SD

Liberal Arts Studies; History and Spanish. Dean’s List

Military Service

United States Navy

Served honorably as an Aviation Electronic Technician (AT). Honors graduate from Naval Air Technical Training Center (NATTC), the finest military avionics school in the world. Certified F4 plane captain

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