Summary
Overview
Work History
Education
Skills
Accomplishments
References
Certification
Timeline
Generic

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
2022.03 - 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
2021.11 - 2022.03
  • 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
2021.11 - 2021.11
  • 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
2017.09 - 2021.09
  • 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
2016.01 - 2016.12
  • 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, TX
06.2015

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
2022.03 - Current

Computer Operator 2

KeyBridge Tech
2021.11 - 2022.03

Contract Network Technician

Brooksource
2021.11 - 2021.11

Information Systems Technician

US Navy
2017.09 - 2021.09

Cable Technician

Plan B Networks
2016.01 - 2016.12

High School Diploma -

Canutillo High School
  • Microsoft Operating System
Adrian Milian