Knowledge in Java Programming
Daniel Galvan
Computers Systems IT Engineer
Chihuahua,Chihuahua
Summary
Agile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Presents customer concerns to internal development staff for integration into future updates. Positively impacts all customer interactions and engineering efforts for supported products. Enthusiastic IT Support specializing in outstanding customer service with 10 years of experience in mobile business solutions. Background in helping businesses integrate budding technology into existing product selection. Expert in IT.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
1
1
Language
Work History
IT Support Engineer
Resideo/Honeywell
Chihuahua, Chihuahua
08.2019 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained familiarity with API and authentication mechanisms for supported products.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Installed [Type] security applications and devices and suggested additional security measures.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Submitted service tickets for equipment maintenance requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Activated accounts for clients interested in new services.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Provided support for networking protocols and characteristics.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type].
- Manage accounts as O365, Active Directory, Service now and internal applications
- Configurate labels printers and common prints. Manage the configurations of scanners or handsets.
Network Technician
Movitik
Juarez, Chihuahua
11.2015 - 12.2018
- Installed cabling, wireless routers and telephone systems for data communications networks.
- Configured, monitored and maintained email applications and virus protection software.
- Performed tracing and patching operations for copper networks.
- Dressed and installed fiber cabling and hardware.
- Maintained thorough understanding of local area and wide area networking and components.
- Replaced failed hardware in server rack systems, swapping hard disks, power supplies and other field serviceable components.
- Troubleshot hardware and software to determine and rectify network problems.
- Configured and maintained network backup and recovery procedures.
- Performed system patches, service packs, hot fixes and new security configurations.
- Collaborated with network administrator in moving private folders to new Exchange servers.
- Evaluated security measures and made recommendations to network administrator for upgrades and changes.
- Traveled to remote office locations to install nodes and implement client software rollouts.
- Ran cabling and installed data drops for new node installations.
- Installed patches and performed backups, system builds and image updates.
- Operated 4-pair test equipment to terminate network cabling at blocks and routing points.
IT Field Support Technician
Opticas 2020/Dentaline
Juarez, Chihuahua
08.2014 - 05.2016
- Adhered to safety protocols and policies to reduce workplace hazards.
- Evaluated systems according to predetermined checklist and noted issues.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Resolved system, hardware and telephone issues within [Number] hours, improving efficiency among departments.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Repair the hardware and software problems at different locations of the company.
- Give corrective/preventive maintenance of the devices.
- Use the shortcuts of Windows tools to solve software problems
Education
Bachelor of Science - Computers Sciences
Universidad Autonoma De Ciudad Juarez
Juarez Chihuahua 08.2005 - 12.2012
Skills
Technical issues analysis
Desktop support
Technical documents comprehension
Issue troubleshooting
Complaint resolution
Microsoft Office
Videoconferencing
Microsoft Outlook
Wide-area Networks
Staff education and training
Technical Support
Windows 10
Application support
User credential management
Network diagnostics
PC component diagnostics
Account management
Support scenario generation
Ticket support system management
Accomplishments
- Supervised team of IT members.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - providing information and service to ensure customer satisfaction.
Software
Timeline
IT Support Engineer
Resideo/Honeywell
08.2019 - Current
Network Technician
Movitik
11.2015 - 12.2018
IT Field Support Technician
Opticas 2020/Dentaline
08.2014 - 05.2016
Bachelor of Science - Computers Sciences
Universidad Autonoma De Ciudad Juarez
08.2005 - 12.2012