Adrian Milian
Canutillo,Tx
Summary
Hardworking and dependable Computer operator 2 with detail oriented technical troubleshooting skills seeking and eager to secure Information Technology Systems position. Previous knowledge and experience gained from working as an Information Systems Technician 2nd class in the United States Navy. Effective at analyzing issues, developing solutions and managing escalations for advanced problems. Background includes equipment and software maintenance, system and account administration, helpdesk services and account management with excellent multitasking and customer service skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Computer Operator 2
General Dynamics Information Technology Inc
03.2022 - Current
- Answered and resolves daily queue of over 200 or more daily customer telephone calls, Live chats and tickets using ServiceNow ticketing system.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to onsite and remote users working nationwide.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions to ensure users ae working at full functionality.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards on daily basis.
- Clarified customer issues and determined root cause of problems to resolve complaints as soon as possible.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Managed program errors with analytical approach focused on troubleshooting, diagnosing and resolving each problem.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided basic end-user troubleshooting and desktop support remotely by actively listening to customers, handling concerns quickly and escalating major issues to proper support groups for further support.
- Used resources such as Active Directory, Microsoft Identity Manager, Microsoft Exchange and WebVram to successfully troubleshoot customers needs.
- Provided support to users using Citrix Access Gateway, Cisco AnyConnect Secure Mobility Client, Azure Virtual desktop on both Windows and MAC devices.
Computer Operator 2
KeyBridge Tech
11.2021 - 03.2022
- Generated reports covering details about data, system operation and error monitoring to ensure 100% complete data collection daily.
- Carried out day-to-day duties accurately and efficiently by maintaining high level of accuracy in data entry tasks, resulting in improved overall data quality.
- Complied with data transmission laws and regulatory guidelines when sending and storing sensitive data.
Contract Network Technician
Brooksource
11.2021 - 11.2021
- Helped with uninstall and replace over 100 plus access points throughout Las Cruces Memorial Medical Center and its multiple offsite subsidiaries throughout Las Cruces area to ensure maximum connectivity and minimum downtime.
Information Systems Technician
US Navy
09.2017 - 09.2021
- Monitored 8 virtual servers, network connections, firewalls to maintain maximum up-time and functionality.
- Provided on-call support for critical issues related to Symantec Antivirus and Active Directory Systems.
- Compiled and accurately entered data for each customer encounter to record in system.
- Developed and maintained thorough knowledge of ship departments and compliance programs.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Performed tests of functionality, security and performance of different workstations and devices.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Managed users expectations of support and technology functionality in order to provide positive user experience.
Cable Technician
Plan B Networks
01.2016 - 12.2016
- Performed troubleshooting of systems with techniques such as speed and ping tests.
- Mounted equipment to walls, concealed wires, installed audio and programmed remote controls.
- Completed new connects, reconnects, disconnects and service changes for residential and commercial customers.
Education
High School Diploma -
Canutillo High School
Canutillo, TX06.2015
Skills
- Systems administration
- Networking issues
- Technical troubleshooting
- Customer service etiquette
- Citrix Access Gateway
- Remote Desktop
- Microsoft Identity Manager (MIM)
- MS Office
- Service Now
- Microsoft Exchange
- Active Directory and Account Management
- Hardware Installation
- CXONE
- WebVram
- VPN Connection (Cisco AnyConnect)
- Mobile Devices
Accomplishments
- Collaborated with both Navy and Marine forces through a 7 month deployment resulting in minimal downtime and 3 ship to barge network migrations which led to being awarded 2 Navy and Marine Core Achievement Medals.
References
- LT Hodges, Cleveland - US NAVY
Phone Number: (267) - 222 - 0338
Email: Cleveland.Hodges@gmail.com
- Richard Vasquez - Plan B Networks
Phone Number: (915) - 222 - 1163
Email: rvasquez@planbnet.com
- Jorge Gomez - General Dynamics Information Technology
Phone Number: (915) - 342 - 3712
Email: jgomez@sbcglobal.net
- Juan Marquez - General Dynamics Information Technology
Phone Number: (915) - 401 - 9046
Email: Jam2lh1@gmail.com
- Jimmy Quirk - KeyBridge Technologies/SAWTST
Phone Number: (919) - 744 - 6545
Email: Jequirk@gmail.com
Certification
- Microsoft Operating System
Timeline
Computer Operator 2
General Dynamics Information Technology Inc
03.2022 - Current
Computer Operator 2
KeyBridge Tech
11.2021 - 03.2022
Contract Network Technician
Brooksource
11.2021 - 11.2021
Information Systems Technician
US Navy
09.2017 - 09.2021
Cable Technician
Plan B Networks
01.2016 - 12.2016
High School Diploma -
Canutillo High School
- Microsoft Operating System
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