Adrian Zepeda
Round Rock,TX
Summary
Skilled Application Support Analyst in technical support, notably with Q2 Software and the City of Austin. Excelled in enhancing system efficiency and resolving complex issues, leveraging expertise in Microsoft, SQL, and analytical skills. Demonstrated exceptional problem-solving abilities and customer service.
Overview
7
7
years of professional experience
Work History
APPLICATION SUPPORT ANALYST
Q2 Software
Austin, TX
06.2022 - Current
- Accurately recording cases, including customer comments, and proper categorization for quick resolution is the main focus.
- Use available tools, procedures, instructions, and documents to resolve technical problems.
- Provide regular updates to customers regarding ongoing troubleshooting and resolution efforts.
- Manage an individual open case queue while being assigned new cases on a daily basis.
- Often, make data or configuration edits in a production environment, requiring extreme care and attention to detail.
- Responsible for ensuring that all security, availability, confidentiality, and privacy policies and controls are adhered to.
- Using Salesforce, SQL, and VMware on a daily basis.
IT SUPPORT ANALYST (TEMPORARY)
CITY OF AUSTIN: PUBLIC HEALTH
08.2020 - 06.2022
- Picking up new hardware, reimaging, and installing necessary software on laptops.
- Making sure to connect to the network before being issued to APH employees.
- Running reports to check on COVID tests that have not been processed to the lab, and working with the labs to get test results within the expected time set.
- Assist with Salesforce accounts for citizens getting tested, as well as employees for APH, and those that work with.
- Configuring new devices, cell phones, wiping, and prepping distro for new hires for COA APH through AirWatch and Apple Business Management.
- Handling day-to-day tickets on ServiceNow.
- Submitting quotes for Dell equipment, cell phone devices, and Adobe software.
IT NETWORK ADMINISTRATOR INTERN
CITY OF AUSTIN: AVIATION DEPT: INFORMATION SYSTEMS DIVISION
06.2019 - 06.2020
- Working with current network administrators and learning to patch panels in IDFs in and around the airport terminal.
- Attaching MAC addresses for laptops, VoIPs, and other devices that employees of the Aviation Dept require.
- Setting up workstations.
- Inventory of network cables, Cisco switches, APs, and other equipment.
- Configuring Cisco switches.
- Monitoring the network over SolarWinds and other software used for terminal service.
COMPUTER INFORMATION TECHNOLOGY DEPT ASSISTANT (WORK STUDY)
AUSTIN COMMUNITY COLLEGE
01.2018 - 06.2020
- Monitor and maintain computers in the computer lab for CIT students
- After each class, promptly remove hard drive and other devices (Routers, Switches, ASAs) and setup for the next class
- Assist Distance Learning students in setting up to take exams
Education
Associates Degree of Applied Science - Computer Information Technology- Local Area Network Cyber Security Specialist
Austin Community College
Austin, TX05.2021
Associates Degree of Applied Science - Computer Information Technology - Local Area Network Systems Network Administration
Austin Community College
Austin, TX05.2020
Skills
- Microsoft Office
- Windows
- TCP/IP, RIP, IGRP
- Local/Wide Area Network
- Analytical skills
- Installing and Configuring computers and Peripheral equipment
- Network equipment
- Cisco Routers, Firewalls and Switches
- Troubleshooting
- Unix/SUSE Linux Server
- Window Server 2008
- Salesforce Management
- Air Watch
- Absolute
- Apple Connect
- JIRA
- SQL
Activities
- Director of player personnel, game announcer of the Austin Vipers (minor league football team)
- Broadcaster/color analyst/producer for K-MAC Sports, Austin, TX
- Voiceover work on EA Sports Madden 25 for Microsoft Xbox
- Sports Photographer
Timeline
APPLICATION SUPPORT ANALYST
Q2 Software
06.2022 - Current
IT SUPPORT ANALYST (TEMPORARY)
CITY OF AUSTIN: PUBLIC HEALTH
08.2020 - 06.2022
IT NETWORK ADMINISTRATOR INTERN
CITY OF AUSTIN: AVIATION DEPT: INFORMATION SYSTEMS DIVISION
06.2019 - 06.2020
COMPUTER INFORMATION TECHNOLOGY DEPT ASSISTANT (WORK STUDY)
AUSTIN COMMUNITY COLLEGE
01.2018 - 06.2020
Associates Degree of Applied Science - Computer Information Technology- Local Area Network Cyber Security Specialist
Austin Community College
Associates Degree of Applied Science - Computer Information Technology - Local Area Network Systems Network Administration
Austin Community College
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