Client Services Service Delivery

JOHN CRUZ

Brockton, MA ***** ***********@*****.*** 781-***-****

W O R K E X P E R I E N C E

Desktop Engineer

Boston Medical Center • Boston, Massachusetts

**/**** – Present

Provides advanced, tier II end-user computer support, which requires knowledge of all Microsoft tools at the client & server level.

Conducts hardware testing, validation, imaging & provisioning (desktop, laptop, printer, all in one office equipment & peripherals).

Fulfills Tier II break-fix on desktop hardware & applications, as instructed from engineering or applications support.

Focuses on client technology process improvements & documentation for service delivery & support.

Maintains working relationships with all ITS & business resources acting as the liaison between client services staff & engineering/business/analytical staff.

Ensures continuous knowledge transfer, training & documentation for client services staff.

Maintains Active Directory knowledge including understanding of GPO, user/computer/exchange accounts.

Performs Microsoft Endpoint Configuration Manager (SCCM), administration, imaging, management & patching.

Accountable to perform on-site analysis, diagnosis, and resolution of complex infrastructure and workstation related issues for end-users and to recommend and implement corrective solutions to ensure quick and accurate service delivery.

Collaborate with internal and external technicians to ensure efficient operation of the company’s workstations and some of the server environment specific to the Desktop Engineering functions.

Administers and resolves issues with internally & externally-developed applications.

Desktop Support Team Lead Technician

Ahold Delhaize/Stop and Shop Headquarters • Quincy, Massachusetts

04/2022 – 04/2025

•Provides on-site field support to customers including installation, and servicing and repairing systems and equipment. Verifies and approves operational quality of system equipment.

•Resolves customer issues in the areas of hardware installation, repair, upgrade and maintenance. Assists in investigating and resolving complex installations and maintenance matters of significance.

•Instructs customers in the operation and maintenance of systems/equipment.

•Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/service area/manager for follow up, testing and troubleshooting.

•Acts as a liaison with customers on administrative and technical matters for assigned projects.

•Performs analysis and prepares reports on system problem trends and issues.

Senior Desktop Support Technician

NTT DATA Services/Harvard Pilgrim Health Care • Quincy, Massachusetts

02/2021 – 04/2022

• Provide in-warranty hardware break/fix activities on all HP PC and Laptop models, including but not limited to:

RAM upgrades, Hard drive replacement, Monitor replacement, BIOS upgrades, and Firmware updates

• Serves as company liaison with customer on administrative and technical matters. Provide technical support and incident management service desk functions (Service Now)

• Diagnoses and resolves product performance problems, Wi-Fi, printers.

• Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.

• Coordinates with Client End User on expectations and availability to conduct Managed Client Services.

• Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus/ remote locations.

• Identifies potential issues that could adversely impact End User experience and follows through on action steps.

• Strives to meet all Client SLAs & Customer Satisfaction Goals.

• Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals.

• Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.

Lead Infrastructure Technician

Ahold Delhaize/Stop and Shop Headquarters • Quincy, Massachusetts

02/2018 - 02/2021

• Establish, monitor and analyze performance metrics to ensure clients' needs are properly met.

• Install new / rebuild existing PC's configure hardware, peripherals, services, settings, directories, storage, among others.

• Perform daily system monitoring, verifying the integrity and availability of all hardware.

• Perform Installs, Moves, Adds and Change (IMAC) activities, as well as data backup and restorations.

• Organize and coordinate activities associated with installation, deployment, and upgrade of software, hardware, voice/video and network facilities as it relates to the deskside environment.

• Lead the deskside team to gather, record, and address all necessary issues with hardware devices and client software.

• Verifies completion of all scheduled jobs, including backups.

• Resolves problems and performs IMACs within all client SLAs.

Desktop Support Technician

Voya Financial • Braintree, MA

02/2017 - 02/2018

• Field incoming helpdesk requests from end users via telephone, email, face to face and service now ticket work orders in a courteous manner.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and frequently asked questions resource as a help aid to solve technical issues.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

• Test fixes to ensure problem has been adequately resolved.

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.

• Documents, maintains, upgrades or replaces hardware and software systems.

System Maintenance Technician

Veterans Affairs Hospitals • West Roxbury, MA

11/2016 - 02/2017

• Assist with monthly perpetual inventory and wall-to-wall (as needed) to include Working with provided inventory lists to locate devices, scanning all devices on provided inventory list. Scanner uploads to

Automated Engineering Management System/Medical Equipment Reporting System.

• Assist with equipment turn-in on large lifecycle projects to include Removal of hard drives, Sanitization of hard

drives utilizing the Sledgehammer Device, Organization of equipment on pallets and shrink wrap for turn in, help with receipt and storage of new equipment,

• Coordinate and execute IT equipment installation and relocation to include PC Imaging, (If the Client has a need for software that's not part of the standard image, build it will require additional tech time). Adhering to Regional Naming Convention, Adding PCs to Domain, Printer configuration to the client.

• Upgrade/replace wireless access points to include Perform Heat Map to determine WIFI signal strength and ensure proper coverage, Swap Access Points, Configure access points.

IT Performance Bar Technician

Nike Corporation • Boston, Massachusetts

08/2016 - 11/2016

• Responsibility for the support and set up of services and solutions that enable end users that are visiting the Tech Bar to effectively communicate and collaborate with each other and external partners.

• Being the dedicated Services and Support Technician, assisting with 'how to questions', set ups, break-fix and support for users - responsible for identifying, researching and resolving technical issues

• Responding to walk-ups, telephone calls, web requests, email / chat and personnel requests for end user services.

• Experience in dealing with all clients related support issues including both hardware (PCs, mobile, printers, iPads) and enterprise software including email.

• Ability to lead, build positive business relationships, and influence collaboratively across IT and the Business, including top-level executives.

• Experience in documenting, tracking and monitoring the problem(s) to ensure a timely resolution in ServiceNow, and Remedy ticketing systems.

Service Desk Analyst

Partners Healthcare • Wellesley, Massachusetts

03/2016 - 05/2016

• Provide 1st level technical support for networked devices to include desktop PCs, laptops, printers, and peripheral devices for Epic system end users within the state of Massachusetts.

• Provided Help Desk support by troubleshooting IT issues related to software/hardware, network errors and other IT related problems.

• Tracked issues using Service Now ticketing system and ran full system scans to maintain computer and network authenticity.

• Document actions to resolve problems and provide end-users on status of problems in a timely manner.

• Utilize Remote Management software to remotely install software, setup printers and assist end users with problems.

• Prioritize and escalate problems within given guidelines.

Unclaimed Property Research Specialist

Computershare • Canton, Massachusetts

10/2012 - 03/2016

• Process all research requests regarding investment accounts due to unclaimed abandon properly.

• Maintain strict compliance with federal, state and local investment regulations.

• Communicate with vendors including Xerox, Charles Schwab and all the United States Unclaimed

property divisions.

• Generate reports, review and analyze data for clients.

Transaction Administrator/Research Specialist

Computershare • Canton, Massachusetts

09/1999 - 10/2012

• Reviews and executes investor transactions.

• Acts as supervisor's backup for escalated issues.

• Interacts with various internal departments to resolve clients' questions.

• Processed sales, transfers and replacement of certificates for stock investment accounts.

• Reviews and research shareholder accounts to locate missing shares or stock certificates.

• Conducts quality review of co-worker's work.

• Interacts with outside agencies to resolve internal company issues.

• Work with various departments to resolve escalated/executive research issues.

E D U C AT I O N

Associate’s degree in computer science

ITT Technical Institute - Norwood, MA

March 2016

S K I L LS

• Proficient in running diagnostics and working to resolve hardware and software issues in an enterprise environment.

• Knowledge of all Microsoft operating systems from Windows XP through Windows 10 including Microsoft Office 2010 Pro, MS office suite 365 2016 version.

• Basic knowledge of Windows Server 2008 platforms.

• Intermediate knowledge of enterprise tools SCCM, RSA Security console, Active directory, encryption, and anti-virus.

• Experience with remote assistance via Network Support Manager, Cisco any connect, VPN, Bomgar and HPE my room.

• Experience with ticketing system Service Now and Remedy.

• Intermediate knowledge of Active Directory installation/administration.

Contact this candidate