Christopher Betancourt
New York,NY
Summary
Year Up graduate and former Meta employee with a broad base of experience in technical support and operations. Resolving problems quickly while delivering a high level of customer satisfaction in office and remotely. Well acquainted with 5 years of hands on experience with Mac/Win OS, Active Directory, MS Exchange, User on/offboarding, Executive Support, Power shell, Adobe Admin Console, MDM, VPN, JAMF, Intune, Citrix, Salesforce, Jira, Phone support, Weekends and Overnights.
Overview
5
5
years of professional experience
Work History
IT Support Specialist
The New York Times
New York, NY
09.2022 - Current
- Provided Tier I and Tier II customer service and technical support to end-users for hardware and software
- Diagnosed, researched, and resolved routine end-user issues in a timely manner through establishing protocol and troubleshooting; escalated as necessary
- Provided guidance and explained policies and procedures to end-users
- Communicated and translated technical information to non-technical end users; maintained communication and monitored incidents through to resolution
- Trained customers on new devices and technologies
- Installed software on new or existing devices, in accordance with standard procedures
- Facilitated the set-up of new equipment and devices
- Facilitated the tracking of hardware and software inventory
- Assisted users in obtaining access to systems
- Assisted with preventative maintenance within specified guidelines and procedures
IT Support Specialist
Weight Watchers
New York, NY
06.2022 - 07.2022
- Facilitated and engaged in support for all L1/L2/L3 task and training utilizing the Jira ticketing system
- Assisted and troubleshot Office-365 and G-suite
- OKTA and G-suite administration
- Mobility support for Android and iOS corporate end users
Desktop Support Analyst
Sony Music
New York, NY
01.2022 - 06.2022
- Imaged and deployed both Mac/Windows to internal and remote users
- Salesforce ticketing and tracking
- Installed upgrades and performed maintenance of hardware and software for both Mac/Windows
- Troubleshooting Office-365, G-suite, Adobe creative cloud and other Similar services
- On/Offboarding users
- Installed and configured Jamf, Microsoft Intune on MacOS
- Executive support
- AV and Crestron support
- APFS Drive Encryption
Support Technician
Meta
New York, NY
08.2019 - 02.2022
- Configured and deployed over 20 computers per week Mac/Windows
- Involved in over 70 customer service interactions per week
- Handled average of 60 remote support tasks/tickets weekly helping to reduce workload on remote support team, all while maintaining high level of productivity in core work in office
- Distributed certificates for company intranet / VPN
- Performed admin duties on Microsoft Exchange, Adobe Suite of applications and MobileIron for mobile device management across iOS and Android OS
- Handled imaging of Apple and Windows laptops using macOS recovery partition and iPXE on Windows
- Managed 2fac via Duo Mobile and Yubico Yubikey's
- Experience with PowerShell commands to manage remote mailboxes
- Trained and coached new interns setting them up for long term success
Education
Diploma - Computer And Information Sciences
Year Up
New York, NY02.2020
High School Diploma -
High School For Service And Learning At Erasmus
Brooklyn, NY06.2018
Skills
- Skilled in providing end-user help desk support via walkup and remote ticketing systems
- Can work in Mac OS dominant workspaces
- Easily works in fast-paced, team-oriented environments Great communication and presentation skills
- Eager to engage with users to resolve issues that block their workflows
Timeline
IT Support Specialist
The New York Times
09.2022 - Current
IT Support Specialist
Weight Watchers
06.2022 - 07.2022
Desktop Support Analyst
Sony Music
01.2022 - 06.2022
Support Technician
Meta
08.2019 - 02.2022
Diploma - Computer And Information Sciences
Year Up
High School Diploma -
High School For Service And Learning At Erasmus
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