Dennis Mejia
Fredericksburg,VA
Summary
Dynamic IT professional with a proven track record, excelling in hardware/software troubleshooting and endpoint management. Experienced in enhancing user satisfaction through effective remote support and ticket management. Strong communicator, skilled in endpoint support and knowledge management. Consistently driving improvements in technical support services.
Overview
6
6
years of professional experience
Work History
Service Desk Analyst
MITRE
McLean, Virginia
09.2020 - Current
- Troubleshot software and hardware issues for end-users effectively.
- Delivered technical support via phone, email, and chat to resolve inquiries.
- Managed customer tickets through effective use of Cherwell Ticketing system.
- Collaborated with IT teams to escalate unresolved technical problems promptly.
- Maintained knowledge base articles for common user inquiries and solutions.
- Conducted training sessions on IT systems and procedures for new employees.
- Provided support across Windows, Mac OS, and iOS platforms.
- Utilized expertise in Active Directory, Jamf, Okta, and RSA Consoles to enhance support services.
Information Technology Specialist
Capital One
McLean, Virginia
07.2019 - 09.2020
- Configured and imaged new and existing endpoints to enhance system performance.
- Provided technical support for Windows and macOS systems, ensuring user satisfaction.
- Utilized Service Now for efficient ticket management
- Assisted in onboarding new employees by providing necessary IT training.
- Maintained effective customer communications to strengthen relationships and resolve issues.
- Participated in large operating system migration projects to improve infrastructure efficiency.
- Conducted monthly audits for asset management and updated reports consistently.
Education
Cyber Security
Cyber Security BootCamp
Washington, DC06-2020
YearUp
Woodbridge, VA07-2019
High School Diploma -
Woodbridge Senior HighSchool
Woodbridge, VA06-2016
Skills
- Hardware troubleshooting
- Endpoint management
- User onboarding
- Remote support
- Ticket management
- Okta management
- Active Directory
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Service Desk Analyst
MITRE
09.2020 - Current
Information Technology Specialist
Capital One
07.2019 - 09.2020
Cyber Security
Cyber Security BootCamp
YearUp
High School Diploma -
Woodbridge Senior HighSchool
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