It Support Analyst

ALEXANDER LAREZ

Houston, Texas ***** 832-***-****

*********@*****.*** www.linkedin.com/in/alexander-larez-02922b361

SUMMARY

A results-driven and highly skilled IT analyst with progressive experience providing end-user support, IT service operations, troubleshooting, technical assistance, reporting, and procedure development. Proven ability to oversee ticketing systems, manage SLAs, resolve escalations, and implement IT governance processes. Adept at mentoring teams, coordinating infrastructure rollouts, and supporting company-wide transitions and acquisitions. Dedicated and diligent, recognized for working fluidly within cross-functional team environments to achieve long-term goals.

TECHNICAL SKILLS

Software and Hardware: PC Performance Troubleshooting Update and Maintenance Support PC Hardware and Accessories Replacement Dispatching Remote IT Support Ticket Request Monitoring Escalation Follow-ups SLA Tracking and Assignment PC Setup and Refresh Data Migration Support Software Support Legacy Proprietary Software Support Printer Installation, Assistance, and Troubleshooting Smartphone Support Conference Room Setup, Maintenance, and Troubleshooting Active Directory (User Creation, Access, Permissions, Troubleshooting, Performance Monitoring) Azure (User Access, Permissions, and Monitoring) InTune (Maintenance, Monitoring, Compliance) Mobile Device Support MFA (Microsoft, Company Portal, Duo)

Network: Network Monitoring and Support Network Printer Installation, Assistance, Maintenance, and Troubleshooting Guest User Account Creation VPN Connectivity and Troubleshooting (OpenVPN, Azure VPN, Cisco VPN) Remote IT Assistance Internet Connectivity Support Wireless Network Support Basic Network Support (Servers, Switch Panels)

Windows and Microsoft 365: Office Application Support (Word, Excel, PowerPoint, OneNote, Outlook, SharePoint, Teams) MFA (Company Portal, Microsoft Authenticator) Azure InTune

EXPERIENCE

R1 - ACCLARA Houston, Texas

IT Analyst, Team Lead September 2014 – May 2025

Managed ticketing systems, including assignment, prioritization, reporting, escalation dispatch, communication, and SLA resolution completion.

Followed up on escalation issues and provided resolution assistance.

Trained, coached, and mentored IT team members; monitored training quality and SLA adherence.

Acted as liaison for complex company infrastructure IT implementations.

Maintained PC and software inventories.

Developed documentation and guides for common problem solutions.

Drafted and updated technology governance procedures and policy documentation.

Provided strong support during company transition, business name change, and acquisition integration.

CHAMPION TECHNOLOGIES Houston, Texas

Global Desktop Support Analyst June 2008 – April 2014

Served as first point of IT support for employees in U.S. and global offices (Canada, Europe, Asia, Latin America).

Collaborated closely with Tier II Support, Telecommunications, and Network Administration teams.

Supported PCs and resolved hardware / software issues.

Maintained PC inventory and assisted with refresh, replacement, data backup, and transfer processes.

Provided in-person support and traveled to various company sites as needed.

ADDITIONAL EXPERIENCE

NALCO / GETRONICS, Houston, Texas, Help Desk Analyst I, 2007–2008. Acted as primary IT support contact for employees in Latin America (Mexico, Colombia, Venezuela, Chile, Argentina) and U.S. Provided support for Lotus Notes 123. Created user accounts and managed permission access. Assisted users with VPN connections and provided chat support. Handled ticket assignment and resolution completion.

HEWLETT PACKARD / VOLT, Houston, Texas, IT Support Analyst, 2005–2007. Provided technical support for VPN and proprietary internal software. Offered hardware support, including PC and component replacements. Supported PDA devices (Mopaq). Served as first point of IT support; escalated issues when necessary.

TIME WARNER CABLE INC., Houston, Texas, Technical Support Representative, 2004–2005. Delivered technical customer support for cable packages, video services, VOIP phone, and broadband internet. Troubleshot service issues over phone with average resolution time of under 20 minutes.

CONVERGYS, INC., Houston, Texas, Technical Support Representative, 2002–2004. Provided customer and technical support for SBC Yahoo DSL Internet Services. Conducted internet service quality testing and troubleshooting. Created tickets and dispatched field technicians as necessary. Guided first-time users through setup and troubleshooting processes.

EDUCATION

NORTH HARRIS COMMUNITY COLLEGE, Houston, TX

2 College Credit - General studies with emphasis in Computer Science

CERTIFICATIONS

HOUSTON COMMUNITY COLLEGE, Houston, Texas

Microsoft Networking Fundamental, Certification

Microsoft Windows Operating System Fundamentals, Certification

LANGUAGES

English and Spanish

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