IT Desktop Support Engineer (Level 1/2)

Jose A. Lozano

IT Desktop Support Engineer

New York, NY 347-***-**** ***********@*******.*** linkedin.com/in/josealozano-51a3a267

Bilingual: English & Spanish

PROFESSIONAL SUMMARY

Bilingual IT Desktop Support professional with over 10 years of onsite, front-line support experience across banking, healthcare, corporate, and airport operations. Currently resolving 200–300 tickets per week for approximately 100 end users in a critical, high-uptime environment. Experienced with Windows 10/11 PCs, laptops, printers, scanners, and mobile devices; PC setup and OS installation; Active Directory account management; and ServiceNow ticketing. Bachelor’s degree in Computer Information Systems, with CompTIA Network+ and CCNA studies in progress.

CORE SKILLS

Desktop Support: Level 1 & 2 support, PC and laptop setup, Windows OS installation, system imaging, hardware and software troubleshooting, printers, scanners, iPads and iPhones

Systems & Tools: Windows 10/11, Microsoft Office 365, Active Directory (user accounts, password resets, permissions), ServiceNow, remote support tools, antivirus troubleshooting

Networking: TCP/IP and network connectivity troubleshooting, routers, switches, wireless access points, VoIP, shared drives and folders

Service & Documentation: Incident documentation, ticket management, escalation, technical documentation, supporting users of all technical levels, bilingual English/Spanish

PROFESSIONAL EXPERIENCE

IT Systems Support Specialist – Critical Infrastructure 08/2022 – Present

ServiceTec — JFK Airport, NY

•Provide front-line Level 1 and Level 2 onsite support to approximately 100 end users across critical airport and airline operations.

•Resolve 200–300 technical tickets per week involving workstations, printers, scanners, software, and connectivity.

•Open, document, and manage tickets, keeping accurate records of issues and resolutions; escalate complex issues to the appropriate teams.

•Troubleshoot network connectivity by isolating points of failure across routers, switches, and wireless access points.

•Support scanners, label printers, iPads, iPhones, and other user-facing equipment used in daily operations.

•Troubleshoot Amadeus platforms (FIDS, BIDS, GIDS, EASE) in production environments.

•Monitor systems and proactively identify issues to help maintain operational uptime.

IT Networking Desktop Support Technician 09/2020 – 06/2022

TEK Onsite Services — Manhattan, NY

•Provided onsite desktop and network support to end users in corporate environments.

•Installed, configured, and maintained operating systems, applications, hardware, and peripherals on Windows-based laptops and desktops.

•Managed and resolved incidents through ServiceNow ticketing.

•Troubleshot printers, mobile devices, software, and internet and network connectivity issues.

•Supported wireless networks and VoIP communication systems.

•Configured and supported AV and conference room technology, including displays and video conferencing systems.

IT Support Analyst 02/2018 – 02/2020

New York Presbyterian Hospital — New York, NY

•Provided Tier 1 technical support in a high-demand healthcare environment.

•Deployed, configured, and supported desktops, mobile devices, and docking stations.

•Troubleshot hardware, software, network, and connectivity issues affecting end users.

•Documented and resolved technical issues, escalating more complex problems when necessary.

•Supported AV equipment, displays, projectors, and video conferencing systems.

Help Desk Support Specialist – Banking 01/2010 – 04/2016

Banco Bolivariano — Ecuador

•Provided remote and onsite IT support for enterprise users in a fast-paced banking environment.

•Managed Active Directory accounts, password resets, user permissions, and access issues.

•Installed, configured, and maintained hardware, software, and computer peripherals.

•Resolved software, hardware, and account-related issues; documented and escalated as needed.

EDUCATION

Bachelor’s Degree, Computer Information Systems 2010

Universidad Católica de Santiago de Guayaquil

Associate of Science, Networking and Cybersecurity (Candidate) Expected 2027

Finger Lakes Community College

CERTIFICATIONS

•Google IT Support Professional Certificate

•Google Cybersecurity Professional Certificate

•Microsoft IT Support Specialist

•CompTIA Network+ — In Progress

•Cisco CCNA — In Progress

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