Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Darian A. Nunez

North Bergen,NJ

Summary

Driven by a results-focused approach, I enhanced IT service desk performance at BlackBox through best practices and a commitment to excellent customer service. Skilled in network troubleshooting and escalation management, I successfully managed over 100 service tickets daily, fostering significant improvements in productivity and communication efficiency.

Overview

10
10
years of professional experience

Work History

Level 1 IT Service Desk Analyst

BlackBox
01.2023 - Current
  • Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams. While maintaining focus on providing excellent customer service.
  • Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
  • Maintained / Developed detailed documentation for all IT service desk processes, policies and procedures, facilitating knowledge transfer and promoting consistency across support teams.
  • Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
  • Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
  • Distribute Laptops, CISCO Phones, Usernames and Passwords to all employees located in Newark Terminal A in all departments.
  • Install Network racks and cabinets in server rooms, set up all Sipr and Nipr lines throughout the terminal for all airlines and vendors.
  • Inspect or test lines/cables, recording and analyzing test results to assess transmission characteristics and locate faults or malfunctions.
  • Create and manage 100+ service tickets daily in our centralized system Ivanti. Escalate and/or service each ticket individually while following up until the incident is fully resolved to close all tickets out daily
  • Provide operational support of an active directory environment 24/7 365 days a year.

Front End Manger

Randstad/Hellofresh
01.2021 - 01.2023
  • Distribute/Manage 250 RF scanners, 15 company laptops ensuring all equipment is being properly maintained and sanitized at the end of each shift.
  • Collaborated with other department managers to develop cross-functional initiatives and audits to ensure the prevention of stealing time.
  • Monitored adherence to safety protocols within the front-end area, ensuring compliance with company policies as well as local regulations.
  • Coordinated high-performance expectations for employees during daily huddles, emphasizing the importance of teamwork towards achieving shared goals.
  • Interviewing/Onboarding biometrics for all new applicants for Hellofresh food packing and distribution warehouses. Completed 10-15 interviews a month.
  • Successfully directed a team of 12 to generate daily production reports, and resolve data entry, and processing errors.
  • Processed weekly payroll in ADP including certified payroll, and maintained employee time records including edits, corrections, and adjustments.


System Signal Support Specialist ( 25U )

United States Army National Guard
08.2014 - 06.2024
  • Conducted quality assurance checks on newly-installed systems, confirming compliance with operational standards before deployment in the field.
  • Contributed to interdepartmental collaboration by providing expertise on signal support capabilities and limitations during planning meetings.
  • Developed user-friendly documentation to support the ongoing operation and maintenance of signal equipment by non-technical personnel.
  • Provided timely communication support during field exercises, enabling smooth operations and decision-making processes.
  • Improved communication efficiency by installing and maintaining signal support systems.
  • Performed diagnostic tests on hardware components, identifying faulty parts for repair or replacement as needed.
  • Increased overall network reliability by monitoring system performance metrics and addressing identified concerns proactively.
  • Assisted in the development of training materials to enhance user knowledge and proficiency with signal support equipment.
  • Collaborated with interdisciplinary teams to understand mission requirements and provide appropriate signal solutions.
  • Maintained accurate inventory of all signal equipment, reducing instances of lost or misplaced items.
  • Responsible for COMSEC equipment and assigning cryptographic keys. Accountable for its return and maintenance.
  • Continuous training on secret encryption updates/systems for over 200 soldiers of our home unit.
  • Deployed in 2021 to Washington DC for 8 months, deputized to secure and protect Capitol Hill while congress was in session. Sent in to stabilize Capital Hill riot.
  • Deployed in 2019 to the Middle East for 11 months, Solely responsible for secret encrypted data equipment from country to country for the entirety of the deployment.
  • Traveled to different countries/bases to train 1000-2000 soldiers on proper radio etiquette, setting up and troubleshooting in real-world combat scenarios.

Education

High School Diploma -

North Bergen High School
North Bergen, NJ

Trade School Certification - Information Technology

New Jersey Institute of Technology
Newark, NJ
03.2025

No Degree -

BLC ( Basic Leadership Course )
Fort Lee, VA
10.2022

Skills

  • Data Backup and Recovery
  • System monitoring
  • Network Troubleshooting
  • Ticketing system proficiency
  • Security awareness
  • Escalation management
  • Service Desk Experience
  • Microsoft Outlook
  • Desktop support
  • Windows 10
  • Network diagnostics
  • Security Protocols
  • User Support
  • LAN/WAN
  • TCP/IP

Additional Information

Active : Secret Security Clearance | DoD Record Management Compliance | COMSEC Information Assurance | Microsoft Office: Excel, PowerPoint, Word |CISCO Management | Group Policy | Object Management | TCP/IP Networking Concepts | Customer Service | Dell Hardware | Google Suites

Timeline

Level 1 IT Service Desk Analyst

BlackBox
01.2023 - Current

Front End Manger

Randstad/Hellofresh
01.2021 - 01.2023

System Signal Support Specialist ( 25U )

United States Army National Guard
08.2014 - 06.2024

High School Diploma -

North Bergen High School

Trade School Certification - Information Technology

New Jersey Institute of Technology

No Degree -

BLC ( Basic Leadership Course )

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Darian A. Nunez