Donaven Juarez
Midland,TX
Summary
Dedicated and detail-oriented IT Support Specialist with a strong passion for technology and network infrastructure. Experienced in configuring and maintaining routers, firewalls, network traffic analysis, Active Directory, and system administration. Backed by four years of customer service experience, including technical support, with a proven ability to optimize processes and improve efficiency.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support Specialist
ExxonMobil (HCLTech and Tata Consultancy Services)
04.2024 - Current
- Configure, deploy, manage, and troubleshoot hardware assets, including laptops, tablets, printers, routers, wireless access points, and switches.
- Provide technical assistance and troubleshooting for software and hardware issues, including printers, scanners, licenses, drivers, and user profiles.
- Assist in legal holds on customer data to ensure confidentiality and integrity.
- Support new hire onboarding by provisioning assets, delivering technical education, and troubleshooting, significantly improving the orientation process.
- Developed two streamlined systems to enhance new hire asset management and onboarding efficiency.
- Designed a tracking system for new hires, consolidating key details such as names, emails, tickets, computer equipment, and start dates.
- Created an HTML-based bookmark folder to streamline workflows and improve productivity.
- Optimized asset configuration for new and existing users, reducing processing time from four hours to 30 minutes, enhancing user experience.
- Utilize ServiceNow, Azure Active Directory, and Active Directory Users and Computers to manage user accounts, resolve service tickets, implement BitLocker, and oversee network access.
- Provide IT support for over 20 remote locations and collaborate with five technical teams, ensuring seamless operations within a two-hour radius of Midland.
- Contributed to three major projects, including cloud-based user experience enhancement, business acquisition transition, and conference system upgrades.
- Conduct training for IT personnel, improving productivity and efficiency by over 100%.
- Leverage BeyondTrust for remote troubleshooting, significantly reducing resolution times.
- Coordinate with third-party vendors and manage invoice processing to ensure compliance with service agreements and contract fulfillment.
Customer Service Representative
Advanced Call Center Technologies, LLC
09.2022 - 09.2023
- Provided customer support via phone, resolving service-related issues efficiently with an average of 7 minutes.
- Utilized strong communication and problem-solving skills to build rapport and trust with customers.
- Maintained high customer satisfaction scores through exceptional service and professionalism.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Whataburger
08.2020 - 05.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained a clean, professional workspace to enhance operational efficiency.
- Delivered high-quality customer service, fostering a loyal customer base.
- Addressed customer inquiries and concerns professionally, escalating major issues as necessary.
- Trained 10+ Customer Service Representatives on company policies, procedures, and best practices.
Education
Associate of Applied Science - Cyber Security
Texas State Technical College (TSTC)
Harlingen, TX12-2023
Skills
- Technical Problem Solving
- Analytical Problem Solving
- IT Troubleshooting Skills
- Problem resolution
- Remote support
- Ticket management
- Microsoft Excel
- Staff education and training
- Application support
- Account management
- System administration
- Operating systems
- Process optimization
- Help desk support
- Hardware and software repair
- Hardware and software configuration
Certification
- Google IT Support Professional Certificate - Google.
- CompTIA Security+ - Computing Technology Industry Association.
Timeline
IT Support Specialist
ExxonMobil (HCLTech and Tata Consultancy Services)
04.2024 - Current
Customer Service Representative
Advanced Call Center Technologies, LLC
09.2022 - 09.2023
Customer Service Representative
Whataburger
08.2020 - 05.2022
Associate of Applied Science - Cyber Security
Texas State Technical College (TSTC)
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Brandon FrazierBrandon Frazier
IT Solution Center Tech at HCLTech (ExxonMobil contractor)IT Solution Center Tech at HCLTech (ExxonMobil contractor)
Sreya BasuSreya Basu
Procare Analyst at Tata Steel(Tata Consultancy Services)Procare Analyst at Tata Steel(Tata Consultancy Services)