Hardware Configuration Customer Service

•JonatJonathan Jean Baptiste

EXPERIENCE

Help Desk

Brooklyn Prospect November 2021 - Current

•Serve as a first point of contact for employees seeking technical assistance

•Handling IT service desk related matters via ticketing platform/Emails and chats as per the service levels agreed in terms of response. Quality and resolution.

•Demonstrated strong problem solving skills and in-depth knowledge of various software and hardware products.

•Proven ability to work independently and under pressure to meet deadlines.

•Excellent communication and interpersonal skills. Configure device management systems to support school deployment for both PCs and Macs

•Maintain school Laptops and desktops with necessary updates and upgrades

•Works with the direct manage and principal to design, implement and drive new projects and initiatives

•Support the set up for presentations, video conferencing and telephone conferencing both on and off site

•Resolve IT issues for users of various levels of technical aptitude, both in-person and remotely

•Reviews and recommends technology based professional development opportunities for colleagues and students.

•Develops Methods of incorporating interactive technology to improve learning experiences.

•Identifies trends in software, hardware, curriculum, teaching strategies, and other areas.

•Excellent written and verbal communication skills

•Ability to work independently and self-direct the appropriate priorities in a fast-paced environment of multitasking. Excellent written and verbal communication skills to effectively interact with store members and colleagues, multi-lingual a plus

•Deploy PCs and associated peripherals including new installations and the redeployment of existing equipment.

Service Desk Analyst

New York Presbyterian August 2020 - October 2020, New York, NY

•Assisted with the implementation of New York-Presbyterian Hospital networks Epic Go-live.

•Gained experience in a corporate IT environment by working in the help desk queue and providing support for the users of a large enterprise software system.

•Escalate problems to appropriate individual(s) based on established guidelines and procedures

•Experience with Technical Password Resets/Installing -Software/Hardware

•Strong Customer Service and Communication

•Responded to and resolved help desk tickets within established Service Level Agreements (SLAs).

•Documented incidents using the ServiceNow Ticketing Platform.

•Partnered with Tier II and Tier III analyst peers to resolve complex problems that required escalation.

• Provide accurate and timely logging of issues and resolutions in the ticketing system.

•Good technical troubleshooting, interpersonal skills.

•Provided day-to-day project support of AD infra with an emphasis on assuring goals and commitments are met on time and with a high level of quality.

•Implementation & trouble shooting of group policy

CTI Low Latency Infrastructure Intern

Citigroup June 2020 - July 2020, Remote

•Deployed servers for use in Windows & Linux operating systems; modified servers for low latency environments.

•Assisted national team of 15+ individuals; meeting weekly to identify project progress, goals & challenges.

•Worked on multiple projects simultaneously; successfully completed projects ahead of schedule.

•Demonstrated expertise in low latency, high throughput, and distributed systems.

•Experience supporting or testing LANs, VLANs, WLANs, VPNs, NAT traversal, and/or DHCP servers

•Oversee and prioritize daily support tickets within an assigned geography through a computerized system

•Comply with all safety procedures and protocol Administrative and clerical duties as necessary

•Maintain accurate daily installation and support records, inventory / RMA, time card, expense reports and mileage logs

•Manage a varied workload and meet deadlines Ability to support PC and peripheral installation and troubleshooting on Macs, Linux and Windows machines; problem/incident recording, and problem resolution/escalation.

IT Fundamentals Student

NPower January 2020 - July 2020, Brooklyn, NY

•Nationally recognized nonprofit for Young adults and Veterans, provides 16 weeks of classroom instruction designed to launch tech careers and transform lives. The program is geared towards the CompTIA A+ 1001 and 1002.

•Hardware Configuration – Performed lab work simulations focused on the assembly and disassembly of professional, gaming, and personal computing devices.

•Troubleshooting – Learned and applied the OSI Model and general troubleshooting process to efficiently identify and solve a variety of complex computing issues.

•Applications & Software – Used virtual machine software to perform software and application installation and configuration.

•Security – Learned to safeguard confidential information including through the enforcement of strong password usage.

•Customer Service – Gained experience working with customers to identify and resolve computing issues.

EDUCATION

High School Diploma

Edward R Murrow High School • Brooklyn, NY 2015

CERTIFICATIONS

•CompTIA A+ 1001 Certification NPower • 2020 CompTIA ITF+ Certification

•Npower2020 Active Directory, O365, Windows, Air Watch, MDM, SSO, Jamf, Mac OSX, iOS, ServiceNow, DUO, RHEL, Adobe, Slack, VPN,

•Customer Service, Software Troubleshooting, IT Concepts and Terminology, Security, Database Fundamentals, Hardware

•Configuration, Infrastructure, Computer Hardware, Networking.

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