Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

AUDEN LASSO-CHAVEZ

El Paso,TX

Summary

Dynamic IT professional with extensive experience at Lockton Companies, excelling in troubleshooting and technical support. Proven ability to enhance productivity through effective software and hardware solutions. Skilled in MS Windows 10 and customer engagement, consistently delivering exceptional service and achieving high user satisfaction. Committed to driving results and optimizing operational efficiency.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Assembly

DCI
01.2024 - Current
  • Assembly of devices for factory automation

IT Services

Lithia Inc.
06.2021 - 08.2023
  • AD Password Resets
  • CDK Password Resets and Account Creation
  • Ricoh and HP MFP Troubleshooting
  • ConnectWise ServiceNow Ticketing
  • Office 365 Troubleshooting
  • Office 365 Admin
  • Azure Admin
  • Cisco Anyconnect VPN
  • FI Scanner Configuration
  • Reynolds & Reynolds Configuration

Desktop Support

Lockton Companies
01.2021 - 06.2021
  • AD password resets, unlocks and account creation
  • Avaya phone ext, account and voicemail setups
  • Citrix connectivity troubleshooting
  • IGEL OS and terminal troubleshooting
  • Outlook Troubleshooting
  • Airlock Configuration
  • Sysaid Ticket Creation

Desktop Support

Uplight
07.2020 - 01.2021
  • Basic Mac OS Configuration
  • Incident Management

Desktop Support

Banner Health
04.2019 - 10.2019
  • Locate Windows 7 computers available for upgrade
  • Check for any incompatible software with Windows 10
  • Check with head of department whether the incompatible software is being used
  • Successfully re-imaged over 150 replacement computers to Windows 10, managing 4-8 simultaneously for efficiency
  • Prepare replacement computers for deployment, load USMT from previous machine, add any additional software, printers and check AD for proper Workgroup
  • Take computers for deployment, check with users to ensure no software, printers and/or files are missing
  • Cable management
  • Provide end user contact information in case they need any further assistance
  • Track and document each computer Asset, Serial Number and Hard Drive Serial Number of both the replacement computer and the one being replaced
  • Assigned asset numbers to 100+ devices, enhancing tracking efficiency through detailed logs for re-imaging and disposal

Customer Engagement Specialist

Constant Contact
07.2018 - 04.2019
  • Take Calls
  • Educate Customers on How to Email Marketing Editor
  • Troubleshoot Email Marketing Tools
  • Track Tool Defects and Feature Requests
  • Provide Excellent Customer Support
  • Make Product Recommendations

Tech Support

Comcast
11.2014 - 10.2016
  • Troubleshoot cameras, touchscreens, keypads and door/window sensors for home security service
  • Troubleshoot Cable TV boxes, TVs, HD and coax connectors
  • Troubleshoot Internet Service, Computers, Cell Phones, Tablets, Smart TVs, Routers, Modems
  • Work with different OS platforms Windows, Mac, IOS, Android
  • Work with most common browsers IE, Firefox and Chrome
  • Ensure of customer satisfaction, go above and beyond customer's expectations(white glove service)

NOC

HP
05.2014 - 10.2014
  • Monitor Servers
  • Acknowledge Alerts
  • Identify the issue and the group it belongs to
  • Check KB for document regarding issue and resolution process to be followed
  • Run hard drive cleanups in Linux and Windows hosts
  • Restart hogging processes
  • Create ticket in OTRS before escalating the issue or contacting resolve
  • Efficiently escalated tickets ProdOps and DevOps, enhancing resolution times
  • Follow up with Emergency Chat if needed
  • Send production notice about the services that are down
  • Follow up with resolver group every hour until the issue has cleared

Customer Service Rep

Enterprise
05.2014 - 08.2014
  • Take Calls
  • Book Auto Rental Reservations
  • Make changes to reservations
  • Email confirmation to customer

Helpdesk

IBM
08.2012 - 04.2014
  • Handled several accounts for IBM including Fluor, BestBuy, Navistar, Nstar, Williams(being removed), Dow and Munichre
  • Handled Password resets for AD, SAP, Oracle, Novell(Netware) and some other proprietary applications
  • Troubleshoot network/internet connectivity
  • Hardware NIC, Cables, Ports
  • Software IE, Firefox, Windows XP, Vista and 7
  • VPN support for RCM, RSA and Cisco Anyconnect
  • Citrix client and metaframe
  • Email issues in Outlook, OWA and Lotus Notes
  • Limited Blackberry, IPhone, IPAD and Android support
  • Ticketing systems: Impact, Service Now, Maximo and TDS(Tivoli)

Service Desk

USDA/OCIO
07.2011 - 05.2012
  • Take inbound calls to troubleshoot log in issues
  • Perform password resets & unlock accounts
  • Troubleshoot IE browser compatibility issues
  • Record notes in remedy and provide number to customer or employee

Helpdesk

POOL 1
02.2010 - 07.2011
  • Troubleshoot proprietary applications
  • Troubleshoot Point Of Sales Systems
  • Resolve minor connectivity issues
  • Enhanced productivity for over 100 users by delivering targeted troubleshooting and tutoring sessions in MS Office applications
  • Proactively managed high urgency tickets, reducing resolution time while developing IVR messages to address common call issues
  • Troubleshoot Thinkvantage VPN
  • Perform Password Reset/Account Unlocks in AD
  • Re-image Point Of Sales Systems and back office servers
  • Troubleshoot AnyConnect VPN
  • Troubleshoot Citrix Metaframe and Applications

Tech Support

Webroot
07.2009 - 11.2009
  • Take calls, troubleshoot Anti-virus Software: make sure that the computer has the System resources needed for the software to be installed and function

Helpdesk

JNJ DSM
03.2008 - 07.2009
  • Take calls, troubleshoot VPN connectivity: make sure that the end user has the permissions to be connecting to the VPN and is connected to the internet before trying to connect to the VPN
  • Troubleshoot network connectivity: make sure the computer is recognizing the network and that it has a valid IP Address; make sure that the NIC is communicating with the computer
  • Handle network password resets using DRA, a similar application to AD
  • Software support: check if the application is supported by the Helpdesk; if not supported by it, make sure that the proper troubleshooting has been done and that it was documented in Remedy so that it can be forwarded to the appropriate department
  • Troubleshoot issues with Outlook
  • Check severity of the problem: Document how many people this issue is affecting and if the issue is affecting the sites or user's productivity

Technical Escalations

Wildblue
08.2006 - 03.2008
  • Take calls from Technical Support that must be resolved by a different department to assure that troubleshooting has been done and documented properly so that it can be Forwarded to the appropriate department
  • Take calls directly from customers
  • Find out about the problem that customer is experiencing so that the proper solution can be found; troubleshoot internet connectivity on Windows 2000, XP and Vista; verify customer's computer is capable of connecting with our hardware by making sure that the computer has the NIC drivers installed properly and the NIC is able to communicate back with the computer; if the NIC was found faulty or missing drivers, the customer would be advised to call the OEM
  • Provide ticket # to customer for reference to the issue at the end of the call

Customer Service Rep

Asurion
05.2005 - 08.2006
  • Take calls from customers to replace cell phones
  • Document the call
  • Make sure of customer satisfaction

Student Assistant

Aims Community College
03.2003 - 01.2005
  • Assist students with ESL, MS Office XP, Windows 2000 and XP, and Linux/Unix
  • Create and make changes to databases (Excel and Access 2003)
  • Troubleshoot software and hardware: make sure that computer hardware and software are working properly
  • Had to replace computer parts on the

Technical Support

Prodigy Technical Support Sykes Enterprises
08.2001 - 03.2002
  • Troubleshoot dial-up issues; IE, and Windows 98

Education

Associates Degree - Computer Information Systems, Fundamentals of Unix, Intro to Networking, Local Area Networks, Computer Networking Lab, Design Windows Secure Network, Complete Web Authoring, Visual Basic Programming, C++ 1, Complete PC Database (Access 2003), Intro to Applications (MS Office XP)

Aims Community College
Greeley, CO
01.2005

Skills

  • MS Windows 7
  • MS Windows 10
  • Linux Mandrake
  • Suse
  • Red Hat
  • MS Office Word
  • Excel
  • PowerPoint
  • Access
  • Copy machines
  • Scanners
  • Printers
  • 10 key
  • LAN/WAN
  • Wi-Fi
  • VPN
  • Google Suite Group and Account Management
  • JumpCloud Account Management
  • AWS Account Management
  • 1Password Account Management
  • Slack Account Management
  • Office 365 Account Management
  • Adobe Cloud Account Management
  • Software Installation and Configuration
  • Troubleshoot Software and Hardware issues

Certification

ITIL Certified Professional, 10/01/16 - 04/01/18

Languages

Spanish
Native/ Bilingual

Timeline

Assembly

DCI
01.2024 - Current

IT Services

Lithia Inc.
06.2021 - 08.2023

Desktop Support

Lockton Companies
01.2021 - 06.2021

Desktop Support

Uplight
07.2020 - 01.2021

Desktop Support

Banner Health
04.2019 - 10.2019

Customer Engagement Specialist

Constant Contact
07.2018 - 04.2019

Tech Support

Comcast
11.2014 - 10.2016

NOC

HP
05.2014 - 10.2014

Customer Service Rep

Enterprise
05.2014 - 08.2014

Helpdesk

IBM
08.2012 - 04.2014

Service Desk

USDA/OCIO
07.2011 - 05.2012

Helpdesk

POOL 1
02.2010 - 07.2011

Tech Support

Webroot
07.2009 - 11.2009

Helpdesk

JNJ DSM
03.2008 - 07.2009

Technical Escalations

Wildblue
08.2006 - 03.2008

Customer Service Rep

Asurion
05.2005 - 08.2006

Student Assistant

Aims Community College
03.2003 - 01.2005

Technical Support

Prodigy Technical Support Sykes Enterprises
08.2001 - 03.2002

Associates Degree - Computer Information Systems, Fundamentals of Unix, Intro to Networking, Local Area Networks, Computer Networking Lab, Design Windows Secure Network, Complete Web Authoring, Visual Basic Programming, C++ 1, Complete PC Database (Access 2003), Intro to Applications (MS Office XP)

Aims Community College

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