Customer Service Desk

JOSE TENORIO

**** ****** **, **********, ** *****• Cell: 703-***-**** • **********@*****.***

LinkedIn: https://www.linkedin.com/in/jose-tenorio-1b25b08

PROFILE

•Accomplished administrative professional with strong analytical and critical thinking skills. I provide excellent customer service, communicating and connecting with diverse individuals.

•Over twenty years of IT Help Desk Analyst, Customer Service, and Service Support experience.

•Computer-literate with demonstrated proficiency on multiple computer systems and applications including Windows OS, (Window XP, Windows 7, Windows 8, Windows 10), working with different ticket systems: Service Now, Remedy, JIRA Service Desk, Vantive, etc., working with Microsoft Family including: Outlook, Excel, PowerPoint, and most word processing programs.

•I am a well-organized, self-motivated quick learner who performs well under pressure.

●Software administration and data communications.

EXPERIENCE

05/2021 - Now DCWater (Full Time; 40 h/w, Day Shift) Washington DC, USA

IT Engineer Specialist

Proactively and quickly respond to dcwater employees requests via phone, iSupport (service Desk Edition V17.0.03), email, remote access, Teams or in-person as needed to provide superior world class support for peripherals, software applications and user access showing energetic and a good customer service personality, interacting with users all day with a good attitude even during stressful or busy times, understanding their needs to promote timely issue resolution to provide or restore business functionality within service level requirements for a great customer satisfaction.

Supporting and maintenance within the organization's desktop computing environment, support includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal workstation performance, understanding of procedures and company policies to achieve set results and deadlines, performing other duties and responsibilities as assigned by supervisors, provide updates to resolution status based on defined process and SLA’s while the ticket is owned by the IT Help Desk Analyst, troubleshooting problems applying established techniques, procedures or specific standards described in organizational operating guidelines also provides troubleshooting, problem management and escalation of issues to resolve and communicate resolution to customer concerns in a timely manner.

Maintaining employees up to date in the solution and clear record of activities of their incidence with a regular follow-up, and initiative-taking communication of issues, documenting and tracking with the ticketing system, appropriately updating the incident and change management in lieu of employee internal guidelines.

Analyzing and troubleshooting IT issues and collaborate across IT to escalate and follow up on complex issues being able to quickly identify incidents impacting multiple people, technical problems with software applications, network systems, services, or members, identify resources needed to support service changes and to report effectively on the conditions in an accurate manner, identifying problem area(s) and provide corrective action, recommending solutions to team leaders for consideration and implementation.

Working with IT Management to develop and document accurate operating procedures creating document of configurations/process/procedures as needed for installation and maintenance purposes, ensuring that all possible scenarios are addressed, and solutions are documented keeping a properly document and track information contributing to better and robust knowledge database.

Installation and upgrade of operating systems Windows 10, computers, software updates and upkeep maintenance, service on designated equipment's for employee, writing documentation, installation procedures, checklists, troubleshooting tips and topology article.

Image new and refurbished computers with the Operating System and appropriate software of the company deploying images for specific hardware configurations from a common core baseline.

Responsible for installation and configuration of IT solutions of new hire employee's devices according to their working environment include but not limited to laptop, desktop, mobile devices, printers, software, and mobile applications.

Troubleshooting all IT reported problems and taking necessary steps to resolve those problems of systems On-site and remotely of peripheral equipment: Desktops, laptops, Workstations, Docking stations, monitors, Notebooks,

Printers and Handhelds, Meeting Room, support Microsoft Teams Rooms meetings, Hub Devices, Audio/Video conferencing devices and conference room setup, assisting end users with mobile device setup, activations and performance issues in Android & IOS MAC OS, IPAD supporting O365 Suite (Word, Excel, PowerPoint, Outlook, Teams, SharePoint), One Drive, troubleshooting remote access, Cisco AnyConnect/VPN solutions, network LAN/WAN and connectivity issues, Patch Management, Bit locker management, Microsoft Advanced Group Policy. Management, Active Directory.

09/2019 – 04/2021 Freddie Mac (Full Time; 40 h/w, Day Shift) McLean VA, USA

IT Windows Support Professional Engineer

● Resolving issues related with Microsoft Office 365 (Outlook 2016); MS Teams, OneDrive, Workspace1/AirWatch; hardware issues in: Desktop; Laptop and wireless mobile devices smart phones: iPhones/iPads Androids, tablets, VDI MDMs, showing Familiarity with Mobile Device Hardware and Software Installation Setup and Configuration),Windows 7/10, WebEx, Cisco Jabber; Active Directory; RSA Authentication Manager, Cisco VPN & AnyConnect, VMware; multifunctional printers; Internet Software (i.e., Internet Explorer; Firefox; Google Chrome).

●Ensuring all contractual SLAs are satisfied.

●Escalating issues to appropriate second-level subject-matter experts in accordance with service-level agreements and follow up on incidents when appropriate.

●Accurately recording and documenting all details of the issue or service request, including categorization, and affected configurable item into the approved ticket system (ServiceNow ticketing tool).

●Diagnosing and resolving technical software issues involving research required information using available resources.

●Gathering customer information and determining the issue by evaluating and analyzing the symptoms.

●Applying analytical skills for efficient problem diagnosis and resolution (creative thinker).

●Troubleshooting Hardware and Software Issues remotely, face to face with Customers at the IT Solution Centers or desk-side visit for VIP customers.

●IT Asset Management at the IT Solution Center.

●Monitoring Service Ticket Queues and routes priority Service Tickets accordingly.

●Reviewing completed Service Tickets for completeness and accuracy.

●Understanding and communicating impact of modern technology to customers.

●Assisting on training customer and technical staff.

●Following Desktop Technology Best Practices and Procedures.

●Performing PC Break Fix.

●Conducting On-Boarding and/or Migration Orientation Sessions for Executives or other customer on need basis.

●Supporting Data Retention Best Practices.

●Providing input to Best Practices.

●Testing new operational hardware and software with basic supervision.

●Planning and executing tasks as scheduled to follow operational procedures in a Team environment.

●Demonstrating Exceptional Customer Service for High Profile Staff with mature decision making.

●Displaying working knowledge with Software Discovery and Automated Software Installation Tools.

●Working with Data Base Management Tools.

02/2019 – 8/2019 VetFed Resources, Inc. (US Department of Veterans Affairs /Army National Guard) (Full Time; 40 h/w, Day Shift) Rockville MD, USA

Desktop Support Engineer

•Working as Desktop Support Engineer with a highly skilled team providing technical solutions and support to hardware, software, and operating systems in an inter-networked environment. Enterprise operating environment including different desktop/laptop running Windows 10, Mac OS, which encompasses desktop applications, browsers, printers, telecommunications, and video, working effectively with all organizational levels, documenting, tracking, and monitoring problems to provide resolution promptly.

•Responding to internal and external client requests providing technical support and training to end users.

•Identifying, researching, and resolving technical issues; escalating complex inquiries.

•Installing and configuring peripheral equipment such as monitors, keyboards, printers, and disk drives.

•Installing and configuring operating systems and applications such as word processing, database, and spreadsheet programs.

•Providing end-user troubleshooting and support for staff including desktop, laptop, applications, and operations.

•Providing end-user troubleshooting and support for faculty on network and desktop printers.

•Configuring workstation and laptops with standard desktop image and installing applications; optimizing for performance and operation.

•Supporting, promoting, and developing desktop management, software deployment, systems administration, data integrity and recovery.

•Configuring (hardware and network), installing, managing, and troubleshooting desktop and network printers.

•Ensuring that all tickets are documented with status, customer communications and full description of the problem/resolution daily.

•Performing installation and troubleshooting of software; including all service packs, hot fixes, for all approved systems and devices.

•Providing one-on-one desk-side assistance to end-users on the standard core applications.

•Providing updates to the customer regarding the problem’s status when the projected completion time for problem resolution changes or if the customer requests status.

•Reviewing and participating in projects that evaluate, test and introduce new technology and approaches.

•Reviewing, maintaining, and enforcing approved procedures and quality standards.

09/2018 – 01/2019 U.S. Department of Health & Human Services (HHS) Office of the Assistant Secretary for Preparedness and Response (ASPR) Office of Resource Management (ORM). Information Technology Services Division (ITSD). Division of Operations (Full Time; 40 h/w, Day Shift) Frederick MD, USA

Information Technology Specialist

•Supporting and coordinating IT and related services and solutions (systems).

•Providing advice and support regarding the acquisition and exchange of electronic information.

•Identifying and providing support as needed to establish and maintain electronic information systems and equipment.

•Assisting in managing the equipment in the team information cache, and providing equipment for the operations, as needed.

•Monitoring the performance of information systems resources, resolving problems and determining the need for further technical support, e.g., systems engineers, developers, support technicians, etc., and ensuring adequate staffing coverage.

•Providing technical support for network management, service provisioning, information assurance, equipment and systems, and Internet protocol routing security criteria, methodologies, techniques, processes, and mechanisms.

•Providing advice to technical personnel who are responsible for the installation and maintenance of equipment and systems.

•Assisting in the implementation of methods and procedures to improve the quality of software products. -Evaluating feasibility of systems in terms of meeting systems design requirements, providing recommendations for the latest methodology, and develops implementation plans.

•Assisting in the implementation of equipment upgrades, consolidating networks, and redesigning network infrastructure in response to changes in network technologies or network requirements.

•Developing contingency plans to ensure continuous availability and accessibility of network resources in the event of emergencies.

•Resolving difficult technical issues associated with the installation or change in configuration of equipment and systems.

•Responsible for coordinating and delivering IT readiness and preparedness for ASPR/OEM.

09/2017 – 08/2018 US Securities and Exchange Commission (Full Time; 40 h/w, Day Shift) Washington DC, USA

Service Desk Technician

•Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests, and walk-in requests.

•Providing detailed level answers on Windows & Office applications and providing escalation and routing for complex issues and requests.

•Providing support for SCCM, software package creation, and software deployments.

•Maintaining ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team.

•Researching customers concerns and find appropriate resolutions.

•Creating and maintaining case management records of daily problems and remedial actions taken, or installation activities.

04/2017 – 08/2017 US. Silica (Full Time; 40 h/w, Day Shift) md, MD USA.

Help Desk Support Analyst

•Providing support to users at multiple locations with PC, printer, desktop application, and network support.

•Monitoring ticket workflows, (Service Now ticketing system) performing queue management, assigning priorities, and maintaining communications with other IT staff and business units.

•Analyzing and reporting on monthly performance results/metrics.

•Developing and leading process to perform desktop OS upgrades, patch management and system security, while meeting SOX regulatory requirements. Evaluating enterprise and departmental needs for new and upgraded PC-based systems.

•Installing, upgrading, and configuring desktop PC hardware and software, network, and local printers.

•Performing basic network troubleshooting to identify and resolve end-user problems.

•Serving as a point of escalation for service-related issues as well as technical issues, ensuring high quality services and customer service to end users.

•Determining, documenting, and monitoring methods and procedures for IT Support and Service Management activities.

•Ensuring adequate Service Desk coverage and managing on-call rotation.

•Developing and providing user orientation on hardware, software, and network operations.

•Adhering to all compliance requirements including Sarbanes Oxley controls and health and safety requirements.

•Keeping abreast of emerging operational support technologies and industry trends.

03/2017 - 04/2017 HOC (Housing Opportunities Commission of Montgomery County) (Full Time; 40 h/w, Day Shift) Kensington, MD USA

Help Desk Analyst

•Responsible for first-line technical support to clients and primary point for all administrative tasks in the Information Technology Division.

•Attempt low to mid-level troubleshooting of IT related problems.

•Escalate unresolved calls to the appropriate IT group.

•Track and route issues in Help Desk software ticketing system (Cherwell Service Management).

•Enter updates of inventory into tracking system.

•Preserve and grow knowledge of common IT issues and their resolutions.

•Develop and maintain documentation of IT FAQs for publication on HOC intranet.

•Perform routine distribution, installation, and upgrades of applications, when necessary.

•Participate in periodic department reporting (i.e., inventory).

•Perform other duties as assigned.

09/2016 – 02/2017 WMATA (Washington Metropolitan Area Transit Authority) (Full Time; 40 h/w, Day Shift) Washington DC USA

Senior Help Desk Technician – Level 1

•Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-in, Troubleshoot and triage service requests face to face and/or via remote access through SCCM (System Center Configuration Manager), Remote Control.

• Resolving services tickets or escalating them to other support entities as needed and within SLA. Performing incident management to ensure trouble tickets are addressed in a timely fashion.

• Supporting WMATA PC Refresh Program: replacing old computers with new computers provided by WMATA; data and settings migration from old computers to new computers; and scheduling appointments, performing QA surveys and other administrative duties as needed.

•Supporting computer and peripheral moves for customers moving offices or cubicle locations.

•Opening a service ticket for every customer interaction, disregarding mode of communication (email, phone, fax, or walk-in).

•Documenting calls in the Ticket Management System: (IBM Maximo Asset Management, Version 7.5) to ensure proper tracking and resolution.

•Provides WMATA standard Enterprise application and/or WMATA customized application support. Performing Tier 1 supports one or multiple systems and releases varying levels of complexity (ranging from medium to urgent).

•Ensuring each reported problem is resolved in a timely manner, tracked per standards, and escalated as appropriate.

•Working independently within established policies and procedures.

• Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups.

•Communicating technical problems in a non-technical manner, to customers with varying levels of technical expertise.

•Acting as escalation point for WMATA employees to Tier 2 and other support teams.

•Troubleshooting desktop, laptop, printers, networking, active directory, account administration, (resetting account password when needed), VPN access, Microsoft Office applications including Outlook, MS Word, Excel, etc.

• Being responsible as primary support analyst for WMATA custom applications as well as support analyst for WMATA standard Enterprise Applications.

• Providing up to 15 hours of phone support weekly, using the WMATA knowledge base, as instructed, on every customer interaction.

•Providing three knowledge base articles each week.

•Adhering to all WMATA policies and procedures.

11/2015 – 09/2016 OptumHealth / UnitedHealth Group

(Full Time; 40 h/w, Day Shift) Elkridge, Maryland USA

Bilingual Associate Clinical Administrative Coordinator – Team Care

•Answering Inbound calls and making outbound calls to members for Medicaid / Medicare for home visits for assessments.

•Go off a script to get required components of the assessments.

•Answer questions for the members about the House Calls program; explain the program/benefits and schedule the visit.

EDUCATION

2002 National University of Engineering (UNI), Managua, Nicaragua.

Bachelor’s degree Electronic Engineering/Telecommunications.

•IT Help Desk Support Analyst

•Desktop Support Engineer

•IT Manager

•Call Center

•Advance Multilingual in Spanish and English.

References:

Name : Qasim Jaffri

Company: Freddie Mac 8250 Jones Branch Drive, McLean, VA 22102

Title: Desktop Installation and Moves Senior.

Telephone: Mobile: 571-***-****

E-Mail Address: ************@**********.*** web: http://www.freddiemac.com/

Name : Adam Lague

Company: US Securities and Exchange Commission 100 F St NE, Washington, DC 20002 8490

Title: OIT Service Desk Manager.

Telephone: Mobile: 202-***-****

E-Mail Address: ******@***.*** web: https://www.sec.gov/contact-information/sec-directory

Name : Betty Treworgy

Company: U.S. Silica 8490 Progress Drive Suite 300 Frederick, MD 21701

Title: Senior Manager, IT Operations and Compliance

Telephone: Office: 301-***-**** mobile: 301-***-****

E-Mail Address: ********@********.*** web: www.ussilica.com NYSE: SLCA

Name: Alberto Marino

Company: WMATA (Washington Metropolitan Area Transit Authority) 600 5th Street, NW Washington DC 20001

Title: Senior Sourcing Officer-Diversity Recruitment

Telephone: mobile: 202-***-**** Office: 202-***-****

E-Mail Address: *******@*****.*** web: www.wmata.com

Name : Sherry Battle

Company: WMATA (Washington Metropolitan Area Transit Authority) 600 5th Street, NW Washington DC 20001

Title: Shift Supervisor

Telephone: mobile: 202-***-****

E-Mail Address: web: www.wmata.com

Name: Mariana Dimatteo

Company: OptumHealth / UnitedHealth Group 6514 Meadowridge Road Elkridge, MD 21075

Title: Bilingual supervisor Clinical Administrative Coordinator – Team Care

Telephone: mobile: 443-***-****

E-Mail Address: *******.********@*****.*** web: www.optum.com

Contact this candidate