Desktop Support Analyst

REUBEN GUERRA

**** ****** *****, *******, ** ****9 · 832-***-****

******.********@*****.*** · www.linkedin.com/in/reuben-guerra-79bba592/

IT Analyst with 18+ years of hands-on experience delivering technical support, managing IT operations, and supporting users with a variety of technical issues. Skilled in aligning end-user needs with long-term resolutions to complex IT challenges.

EXPERIENCE

02/2013 TO CURRENT

IT ANALYST, Empyrean Benefit Solutions

Ensured proper patching, release and maintenance of all systems ESET & McAfee

Deliver Tier 2 ticketing support to resolve all issues for 500+ users

Detected 20+ virus vulnerabilities by scanning 500+ users and tracking potential threats to the network

Administer all aspects of active directory group policy such as creating and managing end-user accounts using active directory

Evaluate and conduct technical and functional research and analysis.

Train users in the proper use of secure email and key encryptions.

Identify and correct performance issues.

Azure Fundamentals

Microsoft 365

Proficient in MAC & PC

Microsoft Update reporting on 500+ users.

Repaired emergency networking issues with 24/7 remote support to avoid potential loss of revenue for franchises and corporations

Consistently meet call handling goals by closing an average of 20+ calls per day with an 80% first call resolution ratio

Proficient in Office Products

Administrator for ESET Security (Company Cyber-Security)

Administrator for DUO Security VPN & Cisco Any-Connect

Troubleshoot mobile devices EMM/Active Sync (IPhone) for 100+ users

Install Network Printers

Manage Company Badge Directory

Maintain and Troubleshoot Network Port Rack for desk phone and PC ports

Image PC’s with Endpoint Encryption

Order PC equipment

Proficient with CISCO VPN and Troubleshooting

02/2003 TO 02/2013

TECHNICAL SUPPORT SPECIALIST, Haynes and Boone, LLP

Resolved problems with malfunctioning products

Researched, troubleshot and resolved complex problems independently.

Appropriately documented all transactions and pertinent interactions.

Reviewed technical documentation and procedures.

Software, etc.

Install firm’s standard PC Image through NIC

Handle incoming user tickets and create Help Desk tickets

Trouble shoot: Desktop PC Laptops & Printers, IP Cisco Phone Systems, Legal Software Issues, Video Conference

EDUCATION

2017

BACHELOR OF ARTS, University of Houston

SKILLS

Analytical and critical thinker

Skilled at Mediation

Knowledgeable in Mac and PC machines

Network Hardware: Inside Wiring, Cat5e cables, Wireless Devices, ABS, CBS

Fast learner

Skilled Multi-tasker

Team Oriented

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