Ariel Torres
Chestnut Hill,MA
Summary
Experienced Information Technology professional. An analytical, and creative team member and leader with 10+ years of experience, seeking to learn and be challenged in a familiar yet demanding position.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Technology Support Analyst II
Harvard Law School
Cambridge, MA
06.2022 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Assisted supervisor with ensuring operational flow of Service Desk when supervisor was not present.
- Mentored and advised colleagues and junior personnel regarding IT issues and career development.
IT Service Center Support Technician Level II
Harvard Graduate School of Education
Cambridge, MA
08.2017 - 06.2022
- Consulted with staff regarding audio-visual / IT needs for special events.
- Mentored and assisted interns and technicians regarding IT problems/incidents
- Assisted level 3 technicians in isolation of escalated problems/incidents.
- Collaborated with coordinators and technicians in implementing efficient solutions for complicated incidents.
- Handled special projects for ITSC Manager
- Closely collaborated with project members to identify and quickly address problems.
Desktop Support Technician (Contractor)
The Weather Company, an IBM Business
Andover, Massachusetts
08.2016 - 06.2017
- Analyzed systems to efficiently isolate and resolved wide array of technical issues.
- Participated in large-scale upgrades and installations. Windows and MAC environment.
- Assisted network engineers with diagnosing network incidents
- Provided Level 1/2/3 support as sole technician in office of 200 individuals
Assistant Supervisor
CBE Group, INC
Haverhill, MA
11.2014 - 09.2015
- Performed troubleshooting, repair, and maintenance of computer systems ( desktops, laptops and printers), hardware, peripherals, and telephony.
- Participated in large-scale upgrades and installations.
- Revised work practices to improve efficiency, boost quality and meet production goals.
Assistant Supervisor
Nelson, Watson & Associates, LLC
Haverhill, MA
04.2013 - 10.2014
- Analyzed systems to efficiently isolate and resolved wide array of technical issues. Participated in large-scale upgrades and installations..
- Supported Supervisor by preparing production reports and collating quality documentation.
- Managed IT issues for office of 100 individuals
Special Forces Warrant Officer
US Army National Guard
Chicopee, MA
08.2011 - 05.2014
- Handled administrative requirements, maintained records and submitted operational reports.
- Oversaw teams planning, implementing and realigning field and base operational strategies.
- Ordered, unloaded, sorted and tracked supplies and equipment needed for unit activities.
- Managed all aspects of administrative and personnel needs of unconventional warfare operations.
- Conducted full-spectrum military operations in unconventional warfare operations, intelligence, logistics, and long-range planning.
Special Forces Communication Sergeant
US Army
Fort Bragg, NC
08.2007 - 08.2011
- Organize, train, advise and supervise in installation, utilization and operation of communications/IT equipment. Supervise communications/IT functions for special operations or missions. Plan, prepare and assist in communications/IT targets portion of area study
- Build and maintain networks certified for usage to view and transmit classified materials.
- Integrated intelligence activities into other military operations, plans and programs.
- Oversaw teams planning, implementing and realigning field and base operational strategies.
- Supervised over 100 local personnel forces during combat operations
- Oversaw civil affairs projects for local population of host nations
Skills
- Leading Projects
- Team Collaboration
- Strong analytical skills
- Leadership in IT/Communications
- Complex problem solving skill
- Technical Proficiency
- Special Projects
- Customer Service
- Detail-oriented
- Flexible & Adaptable
- Consulting
Certification
- CompTIA A+ - 2019
- CompTIA Network+ - 2019
- ITIL Foundations- 2018
- Apple Mac Certified Technician 2018- 2018
Harvard Academy IT courses completed
- Service Mindset Foundation
- ITIL Foundations
- Agile Foundations
Timeline
Technology Support Analyst II
Harvard Law School
06.2022 - Current
IT Service Center Support Technician Level II
Harvard Graduate School of Education
08.2017 - 06.2022
Desktop Support Technician (Contractor)
The Weather Company, an IBM Business
08.2016 - 06.2017
Assistant Supervisor
CBE Group, INC
11.2014 - 09.2015
Assistant Supervisor
Nelson, Watson & Associates, LLC
04.2013 - 10.2014
Special Forces Warrant Officer
US Army National Guard
08.2011 - 05.2014
Special Forces Communication Sergeant
US Army
08.2007 - 08.2011
Similar Profiles
Isaiah DavidsonIsaiah Davidson
Intern at Harvard Law SchoolIntern at Harvard Law School
Kelsey RyanKelsey Ryan
Program and Communications Manager at International Human Rights Clinic, Harvard Law SchoolProgram and Communications Manager at International Human Rights Clinic, Harvard Law School
Girmachew A. AnemeGirmachew A. Aneme
Associate Professor, Graduate Program at Addis Ababa University School Of LawAssociate Professor, Graduate Program at Addis Ababa University School Of Law
Ayrion Gordon-JacksonAyrion Gordon-Jackson
Intern of Mayor Melvin Carter at City of Saint PaulIntern of Mayor Melvin Carter at City of Saint Paul
Yawen LiuYawen Liu
English Tutor & Student Service Center Assistant at Asian American Civic AssociationEnglish Tutor & Student Service Center Assistant at Asian American Civic Association