Customer Support Desktop
Resume:
Janie Saldana
********@*****.***
Professional Summary
Dynamic Field Services Engineer with a proven track record at United Airlines, excelling in diagnosing and repairing technology equipment. Expert in operating system migration and customer support, I leverage 3D printing technology to enhance operational efficiency. Committed to delivering exceptional results while fostering strong communication with cross-functional teams.
Skills
Inventory management
Diagnosis and repair
3D printing technology
Cisco configuration
Data backup and restoration
Operating system migration
Break-Fix Dell & HP
Customer support
Hardware installation
Network configuration
Computer hardware repair
Software installation
ServiceNow and Remedy expertise
Assist with on-site projects.
Experience
Field Services Engineer, 10/2021 Current
United Airlines Houston, Texas
Diagnosed and repaired Kiosk Gen 3 devices to ensure operational efficiency.
Utilized 3D printers to create spare parts and replacements for Kiosk Gen 3.
Supported regional airports and all United Airlines facilities with technology equipment.
Performed IMAC tasks for laptops, desktops, mobile devices, and printers.
Configured and installed Cisco phones to enhance communication systems.
Executed imaging, data backup, and restoration processes for various devices.
Migrated operating systems from Windows 10 to Windows 11 for improved performance.
Migration Project Manager, 11/2020 09/2021
Memorial Hermann Health System Houston, Texas
Developed migration process for transitioning from Windows 7.0 to Windows 10.
Migrated over 1,000 computers across multiple branches.
Assigned and scheduled daily migration tasks for desktop technicians.
Maintained communication with executives regarding migration status updates.
Coordinated user schedules for seamless migration experience.
Acted as point of contact for cross-functional teams on shared projects.
Fostered approachability to assist users throughout migration process.
Project Support, 09/2019 06/2020
ExxonMobil Spring, Texas
Established workstations equipped with laptops or PCs and dual or quad monitors for trading group.
Conducted post-setup support to ensure optimal functionality.
Engaged extensively with end users to gather feedback and resolve issues.
Ensured successful installation of hardware and software, including Windows 10 configuration.
Communicated effectively to facilitate user understanding and training.
Information Technology Support Technician, 05/2019 05/2019
Harris County Central Technology Services (CTS) Houston, Texas
One Day aid for three precinct locations on election day (May 4, 2019)
Information Technology Support Specialist, 11/2018 01/2019
C&J Energy Services Houston, Texas
Facilitated migration of Multi-Factor Authentication to enhance security protocols.
Guided customers through software installation and initial program setup.
Provided troubleshooting support, offering actionable solutions to software-related issues.
Assumed remote control of customer computers to efficiently resolve technical problems.
Installed printer and software via Teams, utilizing Office 365 applications.
Managed Mobile Device Management for iPhone and Android platforms.
Executed installation of Microsoft Intune Company Portal for device compliance.
Completed installation of Outlook and supported Office 365 during Windows 10 migration.
Education
New Horizon Center Houston, Texas
Certificate of Completion Network+ and Security+, Computer Systems Networking and Telecommunications
Certifications
A+
MCP
Network +
References
References available upon request.
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