Ivan Sanchez
IT Infrastructure Support Specialist
Austin,Texas
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral bilingual communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Develop innovative solutions to unforeseen issues. Competent systems manager for single or multi-site installations. Maintains optimal security through hands-on management of all hardware and software assets.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
1
1
Language
Work History
IT Support Specialist
Lone Star Overnight LP
Austin, TX
04.2017 - 03.2022
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Troubleshot and resolved escalated issues 24/7, 365.
- Offered new employee training to reduce frustration and improve user satisfaction.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Deployed, managed, coordinated and finalized all IT infrastructure aspects on new warehouses deployment.
- Managed Firewall, SD Wan, Security and client Integration servers on local system.
- Managed Microsoft Office 365 Admin portal.
- Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Delivered onsite technical support for 300+ employees.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Collaborated with HR department to design standardized onboarding processes and training assets.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Provided support for networking protocols and characteristics.
- Used ticketing systems to manage and process support actions and requests.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Enterprise Technical Support Sr. Analyst
Dell EMC
Round Rock, TX
05.2015 - 04.2017
- Responsible for providing telephone and email support for Dells entire enterprise suite of security software, which includes Dell Data Protection | Encryption and Security Tools.
- Interface with Sales, Resolution Managers, and Senior Engineers to provide timely information ensuring the best support experience for the customer.
- Use troubleshooting techniques and tools to identify software defects and provide applicable service based on entitlement and warranty.
- Advise and educate customers on best practices as related to the DDPE security suite.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Education
BBA - Information Technology
The University of Texas At El Paso
El Paso, TX 08.2004 - 05.2009
Associate of Science - Information Technology
High Tech Institute
Phoenix, AZ 05.2000 - 08.2003
Skills
Operating system management
Timeline
IT Support Specialist
Lone Star Overnight LP
04.2017 - 03.2022
Enterprise Technical Support Sr. Analyst
Dell EMC
05.2015 - 04.2017
BBA - Information Technology
The University of Texas At El Paso
08.2004 - 05.2009
Associate of Science - Information Technology
High Tech Institute
05.2000 - 08.2003
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