Jorge Licea

**** ******** **** *** ****, CA *****

C: 408-***-**** adyjnh@r.postjobfree.com

desktop Analyst

Experienced System Analyst with a track record of success in fast-growing companies. Highly skilled and capable of hitting the ground running from day one. Goal-oriented and seeking a position where I can make a significant impact on the success of a growing IT organization. Offering top-notch support in installing, configuring, repairing, and upgrading computers, printers, hardware, software, and peripherals. Strong analytical skills, coupled with a commitment to delivering high-quality solutions. Analyst skills include:

Supporting all of the MS Office Suites

Excellent Troubleshooting with PC hardware, Mac, and Software/ Problem Solving

Data Security, Backup, Spyware detection, Removal of virus & Recovery

World-Class Customer Service

Excellent interpersonal skills with executive staff under high-pressure situations

Supported support for mobile platform such as Android and iPhones

Excellent communication skills with Technical and non-technical customers

Extensive Knowledge of TCP/IP, DNS, WINS, DHCP, and VPN

Extensive knowledge of Microsoft Exchange and Active Directory

Creating and deploying system images using Ghost and via PXE boot

Experience working at a Data Center, maintaining servers, swapping drives and building servers

Experience

CareMore Medical Clinic, Modesto, CA

Desktop Support

June 2022-Current

Results-driven with a proven track record in hardware inventory recovery and cost savings. Successfully recovered $100,000 worth of hardware from multiple sites, optimizing resource utilization and minimizing financial losses. Recognized for outstanding performance and nominated as Employee of the Month within the first month of joining the organization. A collaborative team player, instrumental in resolving a site-wide phone issue and ensuring seamless communication throughout the organization. Possesses excellent problem-solving skills, strong attention to detail, and a commitment to delivering high-quality solutions in fast-paced environments. Experienced in managing and completing tickets received from medical staff and other departments across multiple platforms. Works closely with medical staff on support tasks, providing accurate answers and expectations for various deliverables. Proficient in working hands-on with various web-based products and command-line tools to research and address a wide range of research and support issues.

Stanford Children’s Hospital, Palo Alto, CA

Desktop Support (Contract Position)

January 2022-April 2022

Skilled in repairing Computer on Wheels (COW) systems with limited funds by implementing creative solutions, such as repurposing parts from old hardware. Proficient in troubleshooting and resolving technical issues to ensure smooth operations and cost-effective maintenance. Dedicated to training and mentoring new employees in IT support, emphasizing responsibility, and delivering excellent customer service. Detail-oriented problem solver with a passion for optimizing resources and providing efficient solutions in dynamic work environments.

Strong background in customer support and clinical assistance, demonstrating the ability to effectively respond to inquiries and monitor incoming tickets across multiple channels while meeting service-level agreements. Experienced in providing comprehensive clinical support for radiology groups, including quality assurance, managing clinical escalations, and addressing customer concerns. Skilled in offering Level 1 technical support across various environments. Acted as the primary point of contact for both internal and external clinical customers during designated operating hours. Collaborative and customer-centric, focused on promptly and effectively addressing customer questions to ensure a satisfactory experience. Committed to leveraging expertise and a customer-centric approach to deliver exceptional support and achieve optimal outcomes for the organization and its valued clients.

Veeco, Santa Clara, CA

Desktop Support Analyst

May 2022-June 2022

Working with the Distribution Division management team to assist in the management and operations of various operating systems, including Vocollect, WMS, WLS, Pick to light, Paragon, Telematics, and SAP. Skilled in troubleshooting and maintaining all systems and hardware, ensuring smooth operations. Proven ability to maintain strong relations with internal and external service agencies. Analytical and proactive in identifying and resolving issues, providing comprehensive support for operational systems.

Washington Hospital Fremont, CA

Desktop Support Analyst (contract Position)

October 2021-January 2022

Strong commitment to providing superior first-level customer service to both internal and external clients, customers, and patients. Consults with hospital personnel to assess hardware and software requirements, ensuring solutions align with defined specifications, and promptly address any reported deviations. Proactively responds to information technology issues, efficiently identifying and understanding reported problems, engaging appropriate expertise, and applying effective solutions while ensuring end users are educated and informed of resolutions. Skilled in designing and advocating for necessary alterations to hardware or software solutions to meet evolving business requirements. Additionally, possesses the physical capability to occasionally lift and carry supplies and equipment weighing up to 30 pounds.

Union City Police Department, Union City, CA

Desktop Support (Contract Position)

December 2019-October 2021

Successful track record in supporting and maintaining computer systems for the Police Department, City Hall, and satellite locations throughout the city. Led the migration of all Windows 7 computers to Windows 10, ensuring smooth transitions and optimal performance. Managed computer systems in Active Directory (AD) and effectively handled inventory management, including the responsible disposal of old or nonfunctional hardware. Demonstrated proficiency in maintaining squad car computers and Officer camcorders.

Known for providing technical information and assistance to users, offering installation guidance, and ensuring efficient utilization of hardware and software systems. Skilled in preparing comprehensive technical reports, documentation, and correspondence. Identifies training needs and develops effective lesson plans, delivering training sessions to both City and TS personnel on software applications, technologies, and equipment. Actively promotes the use of technology, advocating for its adoption to enhance productivity and efficiency.

With a commitment to delivering exceptional IT support, fostering user proficiency, and driving the use of technology, I am dedicated to ensuring seamless operations and facilitating the successful integration of IT solutions within the organization.

San Jose International Airport, San Jose, CA

Desktop Support (Temp Contract Position)

May 2019-December 2019

Working at an airport, providing comprehensive support and maintenance to the airport staff in the business side of Airport Operations. Proficient in setting up new hires and configuring systems by utilizing PXE boot imaging. Adept at managing inventory of hardware, offering valuable insights and regular updates to ensure smooth operations. Skilled in providing technical support and assistance to airport staff, ensuring their systems and technology requirements are met. Proficient in setting up and configuring systems for new hires through PXE boot imaging, streamlining the onboarding process.

Strong problem-solving skills, addressing technical issues promptly and effectively to minimize downtime. Excellent communication and collaboration skills, working closely with airport staff to understand their requirements and provide appropriate solutions. With a focus on delivering reliable IT support and effectively managing hardware inventory, I strive to contribute to the smooth operation and success of the airport.

Education

Major in Computer Science

University of Hayward, Hayward, CA

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