IT Support Technician & Help Desk Specialist
Resume:
Jonathan Lopez
Philadelphia, PA *****
***********@*****.***
Excellent communication and interpersonal skills. Customer-focused individual with a commitment to customer service as a key driver of company goal attainment. Leader and valuable teammate who takes initiative, adept at guiding and supporting team members to achieve goals. Work Experience
IT Support Technician
The Cigna Group-Philadelphia, PA
April 2023 to Present
Worked in a high volume call center environment as a first level support agent gaining experience with various systems and applications while supporting national and international users. Developed proficiency in troubleshooting and diagnosing network/software/hardware issues and providing efficient resolution or appropriate assignment to designated support services via Service Now. Supported applications include Citrix Virtual Workspace, Teradata SQL databases, Power MHS, Office 365, Proclaim (Group IMS), WebEx messenger, Zscaler VPN, Cisco Anyconnect, Host On Demand and various other medical/insurance applications.
Assisted users in the set up of home network services with Aruba and Meraki devices as well set up and deployment of workstation hardware or virtual workspaces. Also troubleshooting any hardware or system issues a colleague may be experiencing.
Maintained a 94% customer quality assurance average, in which, quality advocates listen and provide feedback on customer interaction, technical skill and capabilities. Worked collaboratively with second level support members in chair side meetings, in which, they observe the navigation and use of programs and tools used to assist colleagues in order to improve processes and support articles used by first level teams and guidance pushed to users. Systems Administrator
United States Marine Corps-Camp Lejeune, NC
July 2017 to August 2021
Assisted in the daily execution of customer service tasks as a help desk operator maintaining information technology systems including servers, workstations, software applications and related hardware, such as printers, scanners, phones, as well as creating accounts for government network access as a part of an eight Marine team for over 500 users.
Established and derived standard operating procedures (SOP) for handling of encrypted hard drives and Secret Internet Protocol Router
Network (SIPRNET) devices for 2D Supply Battalion communications platoon. Managed and tracked trouble ticket requests for network drops and isolated devices, also tracking metrics and customer follow up for task completion. Oversaw and executed the installation, diagnosing, troubleshooting, and repairing of computers.
Successfully established NATO secret secure network services as well as standard enterprise network connectivity in over 23 field environments and collaborative NATO exercise Trident Juncture. Held a leadership role over twenty three other Marines for two and a half years. Providing mentorship for personal and professional development within the Marine Corps and daily life. Intern
Franklin Parks, LLC-Philadelphia, PA
December 2015 to April 2016
Tasked with auditing over 500 individuals that had done business with the branch, Franklin Parks is a private equity firm assigned to invest in companies and other ventures. I sat in on meetings with international clients and developed an understanding for finance and investment. Learned how to build a balanced financial portfolio. Education
HIGH SCHOOL DIPLOMA
MASTERY CHARTER SCHOOL LENFEST - PHILADELPHIA, PA Philadelphia, PA 19122 August 2013 to June 2017
Skills
• System Administration
Active Directory
VMWare
Microsoft Suite
Help Desk
DHCP
PowerShell
Load Balancing
Software Troubleshooting
DNS
LAN
Security
Training
Time Management
Financial Literacy
Communication
• Bomgar (2 years)
• Identity & access management (4 years)
• Microsoft Intune (2 years)
• Computer Networking
• Citrix
• Network Support
• VPN
• Microsoft Windows
• Azure
• SQL
• ServiceNow
• Technical Support
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