Bryan Jimenez

• Provide VIP clientele with direct IT assistance focusing on Tier 1 and 2 troubleshooting and escalation
of tickets to the appropriate department personnel for further support on issues. Initiated daily
face-to-face interaction with the VIPs and their executive support staff to ensure consistent
communication on existing tickets and gather information regarding new issues in need of resolution.
• Facilitate exemplary customer support through email, telephone, and in-person visits to assist with a
variety of Tier 1 technical issues such as account creation and management within Active Directory,
network connectivity issues, Citrix software issues, general IT application troubleshooting, and
organizational mailbox management in Microsoft Exchange.
• Performed Tier 2 hardware duties such as setting up multi-network workstations and printers,
upgrading user VDI, installing KVM switches, management of fiber and ethernet cables to UCC boxes,
Yubikey credentialing, software installation and desktop, laptop, and tablet imaging.
• Utilize ServiceNow ticketing system to document service desk incidents to facilitate cooperation
between the helpdesk team and management and delegate incidents to the proper IT personnel.

• Created user accounts, distribution groups, shared drives, shared mailboxes through Microsoft Exchange
• Skilled in utilizing Active Directory for user management, including account creations, modifications, and permissions management, ensuring secure access and streamlined operations
• Remoted into computers using RDP or Dameware to troubleshoot
• Mapped users to network drives and printers
• Utilized Director to clear out users’ sessions who were experiencing a stoppage
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
• Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources
• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on an ongoing basis