Daniel Romero

Level II Tech Support

• Maintained office PCs, networks and mobile devices.
• Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
• Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
• Installed and configured operating systems and applications.
• Diagnosed and troubleshot hardware, software and network issues.

• First point of contact for users experiencing hardware or software related issues. Managed cybersecurity training and phishing simulations across organization, as well as reviewed reported emails from users and adding to block or allow list on email server.
• Investigate any abnormalities using Microsoft Defender for O365 and Cloud.
• Set up PCs, projectors, and microphones for use in video conferencing rooms.
• Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.

• Lead computer hardware technician located inside the IT service center building on Intel campus. In charge of troubleshooting hardware related issues and escalating software issues to appropriate technicians. Managed ticket queue and assigned tickets to appropriate technicians based on user locations.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi and cellular
• Used ticketing systems to manage and process support actions and requests.

• Managed a crew of four employees as well as scheduled weekly landscaping maintenance service for commercial and residential clients. Met with clients for estimate proposals and job scheduling.