Dennis Calero Roman
Roselle,USA
Summary
Dynamic IT Support Analyst with a proven track record at Qualcomm, excelling in troubleshooting complex hardware and software issues. Adept in Microsoft Intune and TCP/IP networking, I deliver exceptional customer service and foster effective communication, ensuring seamless IT operations and user satisfaction during critical infrastructure setups and transitions.
Overview
13
13
years of professional experience
Work History
IT Support Analyst, Specialist
Qualcomm
Bridgewater, NJ
06.2014 - Current
- Delivered professional support to end users via phone, BeyondTrust remote support, email, and in person, ensuring timely issue resolution.
- Troubleshoot and resolve hardware, software, and cloud application issues.
- Diagnose network connectivity issues, including IP addressing, DNS, and DHCP troubleshooting.
- Supported office technology, including AV equipment, printers, and Polycom deskphones, enhancing operational efficiency.
- Reimage and configure devices using Microsoft Intune, and reimage Unix machines and servers using Univac.
- Documented IT procedures, configurations, and incident resolutions.
- Rack and stack network infrastructure, and running of fiber and copper patch cables.
- Set up IT infrastructure and peripherals across multiple East Coast offices during mergers, acquisitions, and site closeouts, facilitating seamless transitions.
Help Desk Analyst
Auto Injury Solutions
Iselin, NJ
03.2013 - 06.2014
- Monitored incidents and requests from identification through resolution.
- Followed up with support teams to ensure incident resolution, request fulfillment, and clear customer communication.
- Addressed basic incidents and requests, logged all incidents and requests on the PM Ticketing Tool.
- Documented resolutions and updated self-help resources in how-to database to enhance user access to solutions.
- Researched patches, updates, and solutions for hardware and software issues to support effective troubleshooting.
- Ensured all systems, applications, and network configurations were maintained to support seamless operations.
- Identified and resolved network performance issues to enhance overall system reliability and user experience.
Education
Bachelor of Science - Network and Communications Management
DeVry University
New Brunswick, NJ10.2012
Skills
- Desktop application support
- ServiceNow expertise
- Medflow WebReprice
- Microsoft SQL Server
- Windows operating systems
- Ubuntu Linux
- Azure Active Directory
- Intune management
- Microsoft 365 suite
- Microsoft Teams collaboration
- TCP/IP networking
- DNS and DHCP protocols
- Networking fundamentals
- Collaboration tools
- Customer service expertise
- Communication skills
- Professional demeanor
Awards
- Golden Key International Honour Society
- Dean’s List 2009-2012
- Senior Project Award Winner Spring 2012
- Magna Cum Laude
Timeline
IT Support Analyst, Specialist
Qualcomm
06.2014 - Current
Help Desk Analyst
Auto Injury Solutions
03.2013 - 06.2014
Bachelor of Science - Network and Communications Management
DeVry University