Arturo Yumpo
Hackensack,NJ
Summary
Tech-savvy Desktop Support Analyst possessing excellent troubleshooting skills for Windows and Mac platforms. Offering more than 10 years of experience configuring, installing and maintaining computer and telephone systems. Well-versed in efficiently resolving issues and tickets with highest standard of service and support.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Desktop Administrator
Gemological Institute of America
08.2022 - Current
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Provided on-site and remote technical support to users.
- Directly supported in-house service ticket software for non-emergency user-related issues.
- Installed new hardware and software, patched systems, and configured settings.
- Worked with Jamf Support to implement JAMF PRO to manage Apple devices.
- Created Zero-Touch Deployment, Configuration profiles and policies for Apple Devices.
- Trained and supported end-users with software, hardware, and network standards and use processes.
IT Help-desk Specialist
The RealReal
11.2019 - Current
- Provide the highest level of technical customer support to end-users
- Stage and deploy hardware, configure software
- General help-desk support for the following teams: - photographers, authenticators, receivers, executive staff, and warehouse technicians
- Remote support to other locations and field sales agents
- Manage, update and maintain records in the asset management tool
- Create and Participate in individual and team trainings and meetings to ensure end knowledge is up-to-date
- Create, Update and Maintain Retail IT SOPs and procedures
- Assist in both Level 1 and Management support scenarios and expected to mentor and teach the techs in entry-level
- Troubleshooting Adobe Creative Suite.
IT Help-desk Support
The RealReal
09.2018 - 11.2019
- Attending customer support requests via phone, email, or in person
- Performing network troubleshooting remotely and on-site
- Doing application deployments using AirWatch
- Take ownership of existing end-user device and helpdesk duties
- Respond to the daily queue of helpdesk requests in a timely and efficient manner
- Perform on/off-boarding of employees
- Deploy equipment for new employees
- Manage, update and maintain records in the asset management tool
- Create, add and modify accounts and services across our various platforms
- Hardware/software upgrades on laptops and desktops
- Provide basic end-user training for hardware and software
- Maintain Audio/Video and conferencing equipment
- General data entry duties
- Create knowledge-based tutorials.
Computer Technician
01.2012 - 01.2018
- Set up Hardware and install all software and drivers
- Repair Equipment such as Desktop and laptops
- Maintain security, privacy, and protection for all devices
- Upgrade Systems and regular software updates
- Troubleshoot system failures and bugs and solve problems
- Remove Viruses, remove malware, and spyware
- Install Workstation set up and configure computer and laptop workstations.
Education
Associate - Applied Science, Networking System Administration
DeVry University
Paramus, New Jersey05.2021
Skills
- MacOS
- IOS
- Windows 10
- Google (G-Suite)
- Microsoft Active Directory
- Okta administration
- JAMF PRO
- AirWatch
- Jira
- Confluence
- Zendesk (ticketing system)
- Service-now and WASP (asset management tool)
- Patch management
Certification
100 JAMF Certification
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
IT Desktop Administrator
Gemological Institute of America
08.2022 - Current
IT Help-desk Specialist
The RealReal
11.2019 - Current
IT Help-desk Support
The RealReal
09.2018 - 11.2019
Computer Technician
01.2012 - 01.2018
Associate - Applied Science, Networking System Administration
DeVry University
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