Ceasar Moralez
Lubbock,TX
Summary
Excellent problem solver, excels at interdepartmental communication, ensuring adherence to SLA guidelines. Leverages technical expertise to achieve one-call resolution while consistently delivering exceptional end-user support. Has experience with Training development and team management. Committed to continuous improvement.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Support Desk Lead
United Supermarkets
09.2025 - Current
- Point of Contact for team consisting of 13 technicians.
- Lead in implementing and developing training programs.
- Monitored Support team ticket queues to ensure team remained within SLA guidelines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed strong communication and organizational skills.
Support Desk Technician
United Supermarkets
06.2023 - 09.2025
- Managed high levels of call flow and capable of multitasking (made up 10% of first assigned and total tickets for Support team 2023 and 2024).
- Used Service Now ticketing system to manage and process support actions and requests.
- Walked callers through series of steps to determine problem and offer one call resolution.
- Troubleshot various types of Lexmark printers (laser and multifunction) and Zebra printers (belt and thermal).
- Provided on-call support for critical issues related to Point of Sale and End of Day operations.
- Identified and solved hardware, software, and network issues using variety of diagnostic tools and tactics.
- Followed Security practices and red flagged suspicious behavior to protect company information.
- Supported +100 store locations that includes Pharmacy, Fuel Stations.
- Supported Distribution Centers (Llano, RC Taylor, Praters) and Corporate users Workstations and printers.
Education
Associate of Science - Information Technology
South Plains College
Levelland, TX12-2022
Skills
- Training and onboarding
- SLA management
- Desktop support
- Security Awareness
- Active directory
- Network troubleshooting
Certification
Studying CompTIA A+
Studying CompTIA CCNA
AWS certified
Timeline
Support Desk Lead
United Supermarkets
09.2025 - Current
Support Desk Technician
United Supermarkets
06.2023 - 09.2025
Associate of Science - Information Technology
South Plains College