Customer Service It Support
Resume:
Howard Zapata
Senior IT Support
Profile
Bilingual (English and Spanish), strategic Information Technology
(IT) Professional offering expertise in supportingcustomers with technical assistance over the phone or via email, performing remote troubleshooting throughdiagnostic techniques and pertinent questions, and determining the best solution based on the issue and detailsprovided by the customer. Innovative business partner, excellent communicator, project manager known for building strong relationships withinternal and external partners to provide fast useful technical assistance on computer systems. Collaborative leader with implementing successes in directing cross-functional teams to provide exceptionalcustomer service that creates value for clients, preserves the company's reputation and business, and meetsbusiness, delivery, and financial expectations.ACCOMPLISHMENTS AND PROJECTSo- Received High Impact National IT Tech Award for going above & beyond in normal day-to-day tasks, 2010 - 2012o Supported move to new building in 2010, responsible for lowering printer stock from 126 to 23 for better printermanagement and cost effectiveness.o- Upgraded printers to HP OnePrint 2012, acted as liaison between HP and EY teamo Chosen to pilot SmartCube pilot in US, became global escalation point for others who would later receive thehardwareo- Helped with design of new office in Alpharetta 2018, imaging new Welcome and Hospitality PCs, printers andtesting Wi-Fi working with heat mapso Wi-Fi upgrade project in Alpharetta offices, worked with designers to install and order the proper equipment ontime and on budget
Employment History
SR Deskside Support Tech at Epsilon Inc
April 2022 — Present
for IRS (1 year Contractor)o Led Remote onboarding sessions Onsite Technical Services Site Lead / Sr Associate at Ernst & Young LLP, Alpharetta
October 1999 — Present
(2/1015 - 4/2021)In addition to day-to-day tech responsibilities, supporting an office of 1500 end users. Met with and collaborated withGlobal Team Leaders to ensure teams properly equipped. Regular meetings with leadership regarding headcount and hiring of team members. Was escalation point for end-users and my own team for problem resolution and anyworkplace situationso Attended weekly meetings with local leadership regarding upcoming IT initiatives, projects and progress reportso Resolved end users' issues and requests based on available knowledge along with my ability to explain the resolution to the end user making them more self-sufficiento- Established strong customer relations with outside vendors such as Details
Canton
United States
******.******@*****.***
Skills
Active Listening
Flexibility and Adaptability
Interpersonal Skills
Leadership and Teamwork
Critical thinking and problem
solving
Leadership Skills
Ability to Multitask
Effective Time Management
Communication
Computer Skills
Ability to Work Under
Pressure
Ability to Work in a Team
Maintenance
Technical Services
Technical Support
Leadership
Consulting
Customer Relationship
Management
Knowledge of Purchasing
Processes
Printing
Customer Service
Insight and Dello Raised tickets in Service Now with the relevant information from users and applied templates when needed.o Hired several technicians to ensure the IT support team was properly staffed with knowledgeable team members.o As Site lead Increased ticket numbers and resolution of said ticketso Provided assistance to globally dispersed technicianso Track software licenses to ensure that the firm does not violate its agreements, and work with Purchasing and Contracts departments regarding software licensing and maintenance issueso Make recommendations to management regarding update and maintenance processes
Onsite Technical Services Technician / Associate at Ernst & Young LLP, Chicago
October 1999 — Present
o Insured the team had the proper equipment to do their jobs completelyo Maintained printer stock including scheduling maintenance and toner replacemento Assist with the equipment and set-up for conference/meeting facilities, as directedo Handle minor functions such as moves, adds, changes, etc. Respond to customer inquiries concerning supportrequests, systems status, and network connectivityo Supported local and global projectso Assist with off-site support for client functions/meetings.o Under direct supervision, provided after-hours service for escalated issues from the National Help Desk orsupervisor.o Assisted with hardware and software deploymentso Operated a local help desk to support any walk-upso- Communicated with partners on global accounts to ensure their teams had the needed supporto Met with Engagement Partners (Quarterly) to establish a relationship and discuss upcoming IT products that mayhelp the team
Education
Columbia College of Chicago, Chicago
Computerized Business Systems Degree, Wright Community College of Chicago, Chicago
Scheduling
Help Desk
Employee Onboarding
Microsoft Office
Microsoft Windows
Team Working
Asset Management
Active Directory
Apple IOS
Bomgar
Servicenow
Wi-Fi Technology
Information Technology
Testing Skills
Conflict Resolution
Time Management
Procurement Management
Team Management
Imaging
Adaptability
Communication Skills
Creativity
Diplomacy Skills
Networking Skills
Success Driven Person
Languages
Spanish
English
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