Information Technology Customer Service

Pedro Palacios Jr.

San Antonio, TX 210-***-**** *****.********.***@******.***

SUMMARY

Experienced professional with 6 years of high-impact work in the IT industry. Skilled in developing strong internal and external relationships to facilitate collaborative achievement of organizational goals. Confident in the ability to operate effectively in a fast-paced environment and leverage skills in outstanding leadership, promoting teamwork, and compassion to enable team success. Committed to lifelong learning and going the extra mile to contribute to facilitate continuous improvement.

EDUCATION

Bachelor of Science, Information Technology, Expected Graduation 12/31/2024.

Associate in applied science, Info Assurance & Cybersecurity, graduation 06/18/2021.

Associate in applied science, Network Administrator, graduated date 06/10/2018.

CERTIFICATIONS

CompTIA A+ Certification

CompTIA Network+ Certification

CompTIA Security+ Certification (DoD 8570.01-M)

CompTIA IT Operations Specialist -CIOS Stackable

CompTIA Secure Infrastructure Specialist – CSIS Stackable

AWS Certified Cloud Practitioner

National Society for Leadership and Success (NSLS) Executive Level

EXPERIENCE

Desktop Support Tier 1 Apex Systems May 2023 – Present

Resolves issues or escalates them to higher support groups as necessary using the ServiceNow ticketing system and articles from the knowledge base.

Efficiently and promptly communicate with supervisors and leads regarding a variety of outage and high-priority issues, working well both alone and as part of a team.

Uses Bomgar to swiftly diagnose and document a wide range of problems; consistently receives excellent marks from customers and auditors for quality control and good customer service.

Use digital signatures to enforce non-repudiation.

Collaborate and communicate with IDM and local support to resolve issues related to expired Active Directory user accounts, including unlocking, re-enabling, and correspondence.

Provides support for a variety of issues, including licensing and repairs of Office Suite.

Configured user accounts for Microsoft Office 365 and ensured enterprise-wide security by leveraging digital signatures for non-repudiation.

Exhibits first-rate professional customer service and quality control; resolves fifteen to twenty problems per day; maintains audits at 90% or above; and receives several favorable reviews.

Provide remote technical support via TCP/IP, Remote Desktop Protocol (RDP), Bomgar, and VMWare instances for 184,000+ desktops, laptops, printers, phones, and other end user devices.

Provided end-user support for recovering data from Bit locker, creating backups of data, and migrating email, calendar, and contact information from Office 365 to PST files.

Provided the Defense Health Agency (DHA) with competent and experienced call center operations by effectively communicating with both technical and non-technical staff at the Global Service Center (GSC).

National Society of Leadership and Success (NSLS) June 2013 – June 2023

Completed three leadership certification programs.

Attended hours of training focusing on teamwork, goal setting, conflict resolution, emotional intelligence, inclusive leadership, leadership skills and styles, self-motivation, and accountability.

Demonstrated a commitment to bettering the world through community service and completion of an NSLS Better World Project, which required the purpose, budget, timeline, team members, and desired outcome to be viewed by our national office.

Through hours of hard work, and after being reviewed by both staff at Western Governors University as well the national office, Pedro has been awarded the Foundation of Leadership Certification, Advanced Leadership Certification, and Executive Leadership Certification.

Pedro is in the top 1% of achievement within our 2,003,641 members nationally.

College Student Alamo Colleges/WGU January 2013 - Present

Depot Technician Technology Integrated Group October 2018 - February 2023

Warranty repair and update of hardware to AISD laptops with a 4 day turn around.

Image new laptops for AISD in rounds of 75 laptops at once from a server for 800 total.

Prepared new Chromebooks for students in AISD by imaging 20-30 daily.

Image laptops per order requests to clients nation-wide.

Project with NW Vista College to reimage and update 700 computers with a 4-day turnaround.

Imaged HP laptops for Bexar County, San Antonio River Authority, and City of San Antonio

Lead ER Technician NCBH December 2003 – February 2013

Instructed and oversaw a group of ten emergency room technicians in the pediatric and adult emergency rooms.

Offered direction and assistance to pediatric and adult emergency room technicians.

Performed monthly technician feedback sessions.

Assisted physicians and registered nurses with all procedures.

Performed order processing, maintained patient records, and answered multi-line phone calls.

Healthcare Specialist US Army February 1994 – December 2003

Served as the most effective leader for a platoon consisting of twenty-three medical personnel.

Ensured that all certifications for medics working in the field were maintained and organized.

Kept track of equipment and resources in the laboratory that were worth more than 1.2 million dollars and ensured that they were available.

Responsible for the coordination, planning, development, and implementation of medical support operations across the globe.

Graduated from the US Army’s highly prestigious Leadership school; earned Ranger tab.

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