Angel Torres
IT Support Specialist
Dover,OR
Summary
Talented team leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. With 10 years of IT Support experience, actively seeking an opportunity to lead a team and provide the best in class IT experience my team can offer.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
Technology Advisor
Protego Trust Bank
Seattle, WA
06.2023 - Current
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Promoted efficiency among departments with prompt resolution of system issues.
Service Desk Specialist
Oregon State Lottery
Salem, OR
05.2023 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Administer Accounts in Okta, support user deployment of Okta Verify MFA.
- Attended weekly team meetings to enhance IT Processes, service knowledge and gain insight into beneficial issue resolution strategies.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Coordinate and maintain IT procurement contracts and purchases.
Senior IT Support /Team Lead
Protego Trust Bank
Seattle, WA
12.2021 - 06.2023
- Trained new IT Support team members on correct procedures for all areas of operations.
- Resolved tickets promptly, dependably, and routinely met predefined Service Level Agreements (SLAs).
- Completed tasks related to Employee Lifecycle Management and Asset Management supporting business operations.
- Support onboarding users in Gsuite, Slack, Zoom, Jira.
- Contributed to our internal confluence Knowledge Base while mentoring and guiding team members to help improve the team's overall skills and technical proficiency.
- Collaborated with peers as a member of cross-functional teams to develop and implement technical processes, workflows, and documentation to support business operations
- Adhere to Information Security requirements and Standard Operating Procedures (SOP) while ensuring timely completion of tasks in accordance with security best practices; participate in control execution for compliance and security requirements.
- Maintained controls and monitoring procedures to ensure the availability of critical systems and minimal service interruptions.
- Support Multi-Factor Authentication enrollments and deployments (PingID, Microsoft, Google,and Okta)
IT Support Specialist
Collins Pine Company
WILSONVILLE, OR
04.2016 - 12.2021
- Support all in Corp wide Systems and Applications.
- Imaged/configured all hardware devices and software for onboarding users.
- Streamline repair processes and update procedures for support action consistency.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Removed malware and other threats from laptops and desktop systems.
- Standardized office structures and processes to promote collaboration and increased performance.
- Managed Active Directory Passwords and accounts.
- Provided Remote users with VPN/MFA Support.
- Support users setting up Microsoft exchange on IOS and Android.
- Identified root cause of network outages and appropriately escalated to System
Engineers and or ISPs
IT Helpdesk Technician II
Compucom Systems Inc
Dallas, TX
09.2014 - 03.2016
- Provided training for new hires on software functions and basic phone functions.
- Provided level 2 remote support using Remote Management tools like GotoAssists, TeamViewer, VNC applications.
- Submit, update, track & close tickets through ServiceNow.
- Configured Blackberries, iPhone's, iPads, and other types of Smart phones to sync with Outlook.
- Provide Executive support to VIP users; President, CEO, CFO, CIO, COO.
- Active Directory Admin.
- Assisted users with various Outlook, MS Lync, Office365 and Office 2010 issues.
- Supported all in house printers, fax machines and scanners.
- Helped package and maintain software upgrades.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Laptop Repair Technician
VSSI / SMS Infocomp HP Laptop
Dallas, TX
05.2014 - 09.2014
- Trained new Crew members to meet SLAs for repairs.
- Tested all incoming commercial laptops for repair.
- Provided level 2 repairs for commercial HP laptops.
- Documented all repairs to enterprise laptops.
- Assisted with quality checking laptops before shipping out to customers.
- Researched and identified problems with computers and advised staff and clients on plans of action.
- Used diagnostic tools to quality check hardware and replace non-functional components.
Education
Some College (No Degree) - Information Technology
ITT Technical Institute - Richardson
Richardson 05.2014 - 05.2014
High School Diploma -
Eisenhower High School
Yakima, WA 09.2009 - 06.2013
Basic Computer Introduction - Computer And Information Sciences
YV-Tech
Yakima, WA 09.2012 - 06.2013
Skills
Team Leadership
Active Directory
Windows Systems
Atlassian - Jira/Confluence
Google Workspace
Office365 Administration
MDM Deployment
IT Documentation
Azure AD
GitHub Administration
Slack Administration
Airwatch Workspace ONE UEM Admin
Enterprise Operations and Security
Mobile Device Management
LAN/WAN Troubleshooting
Service Now
Certification
CompTIA A+
Timeline
Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
10-2023
Technology Advisor
Protego Trust Bank
06.2023 - Current
Service Desk Specialist
Oregon State Lottery
05.2023 - Current
CompTIA A+
04-2023
Senior IT Support /Team Lead
Protego Trust Bank
12.2021 - 06.2023
IT Support Specialist
Collins Pine Company
04.2016 - 12.2021
IT Helpdesk Technician II
Compucom Systems Inc
09.2014 - 03.2016
Laptop Repair Technician
VSSI / SMS Infocomp HP Laptop
05.2014 - 09.2014
Some College (No Degree) - Information Technology
ITT Technical Institute - Richardson
05.2014 - 05.2014
High School Diploma -
Eisenhower High School
09.2009 - 06.2013
Basic Computer Introduction - Computer And Information Sciences
YV-Tech
09.2012 - 06.2013