John Jacob Sandoval

Midvale, UT

Technical Skills:

A+ Certified

Active Directory

Operating Systems: Windows 7, Windows 8, 8.1 and 10. Mac OS’s, MS Office-2007-2019 and O365

Peripherals, Printers/Copiers/Scanners/PDA’s,

Networking, Cabling, Protocols, Thin Clients

Education:

ITT Technical Institute Jun 2013 – Mar 2014

Associates in Network Systems Administration

Salt Lake Community College Mar 2009 - Dec 2009

A+ Certification

Granite High School - Diploma Class of 1979

Lettered in basketball and baseball

Qualifications:

Proven dependable, organized, thorough, and excellent work ethic.

An active listener; maintain up-keep on a wide variety of computers, printers, scanners, troubleshooting a wide range of software and hardware problems, Configuring software and hardware to industry standards.

Customer oriented, dealing with deskside support issues. Working through end user’s issues in a timely manner, with a professional demeanour, but open and approachable attitude.

Upgrade hardware and computer drives. Install software and keep it updated.

Demonstrate excellent phone support and documentation skills.

Professional Experience:

IBM @ Artech Nov 2019 - Mar 2023

Technical Support Agent

Taking in desktops, laptops and thin clients to be replaced by New Lenovo Think Pad.

Meet with Managers and end users to gather information about each departments needs and the time frame to complete setup.

Image new laptops, putting all the necessary OS, applications according to user and department.

Add the users account information and set up Network Account with user to get them logged on for the first time.

Deliver Laptop to each specific user. Take the old device and add it to inventory. Also set up a Lenovo Dock to support laptop. Kept intake and outgoing inventory list for department device verification.

Pearson Vue Testing Nov 2018 - Oct 2019

Tech Support Agent Tier 1&2

Troubleshoot issues that these end-users may have pertaining to Pearson Vue Testing Software’s.

Taking incoming calls from Students and or Faculty members that might have questions with instructions on how to set up online testing software and confirming that their computer meets minimum required standards.

ASMR @ Veteran Administration Mar 2017 - Nov 2018

Enterprise Service Desk Analyst

Either trouble shooting the issue or documenting it for submittal to upper tier hierarchy, based on location, affecting patient care, and urgency of need for certain users throughout the VA System.

Taking calls and responding to emails from End-Users with break-fix issues.

Adams Communication Engineering and Technology (ACET) @ Veteran Administration Dec 2014 - Mar 2017

NSD Region 6 Analyst

Taking incoming calls from VA employees and management staff, with computer and network support issues: both software and hardware relevance.

Remotely connecting to end user’s PC to troubleshoot and repair their issue, password resets, and configuration issues.

Document all calls, routing tickets to the relevant help desk to resolve customer issues.

Western Governors University Feb 2013 - May 2014

Helpdesk Agent

Taking incoming calls from students and faculty concerning their issues: both software and hardware relevance.

Remotely connecting to end user’s PC to troubleshoot and repair their issues.

Document all calls, and the work performed thereof.

Laptop X-change Jan 2012 - Jan 2013

Bench Tech & Sales

Provide customer support through expert troubleshooting skills and diagnosis to properly repair and or upgrade customer’s computers.

Sell products that would enhance the customer’s computer experience.

Convergys Aug 2011 - Dec 2011

Customer Services for DirecTV

Take incoming calls to provide excellent customer support through assisting customers with the issues they have per their account, trying also to give the customer the best experience possible for their DirecTV account.

Computer Bytes Jan 2011 - Aug 2011

Bench Tech

Provide customer support through expert troubleshooting skills and diagnosis to properly repair and or upgrade customer’s computers.

Sell products that would enhance the customer’s computer experience.

Contact this candidate