Edward Licon
Amarillo,United States
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Specialist that works well with users on the phone and in person when service is needed.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
3
3
Certifications
Work History
IT Field Support Technician
Andrews And Associates
01.2024 - Current
- Served as a reliable point of contact for clients experiencing technical difficulties, offering prompt solutions to their problems in a timely manner. All clients would have different needs and I would also support various amounts of specific software on their servers.
- Would set up vpn connections for users matching data within domain.
- Can create patch cables on the spot for field replacements
- Report onsite for IT issues that need a resolution in a timely manner
- Improved system performance by troubleshooting and resolving hardware, software, and network issues.
- Provided a high level of customer service by consistently resolving technical issues within established timeframes, resulting in positive feedback and increased client loyalty.
- Reduced system downtime with proactive maintenance of hardware, software, and network components.
- Installed new workstations, servers, routers, switches, firewalls, printers, scanners as part of ongoing technology refreshes.
- Inspected and tested faulty circuit boards and microprocessors.
- Completed preventive maintenance on machines to enhance production and maintain quality.
IT Support Specialist
Amarillo National Bank
3 2023 - 01.2024
- 24/7 on call support
- Tear down computers and remove RAM and hard drives for proper disposal
- Inventory assistant for hardware room
- Smart deploy and outbound tech
- Clear port security and allow new network connections for devices
- Outbound person who would fix/replace hardware on site
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Determined hardware and network system issues using proactive troubleshooting techniques.
Facility Operations Supervisor
United States Air Force, USAF
01.2021 - 03.2022
- Worked at a remote nuclear facility site located at Malmstrom Air Force Base, detached from main base area.
- Conducted physical training for airmen, ensured a clean and organized work area, and utilized excel sheets for headcount tracking and
job-related data management. - Closely monitored equipment inventories, optimizing work preparedness and aligning supplies with job requirements.
- Assumed responsibility as interim Facility Manager in the absence of the regular manager and ensured smooth operations of the site.
- Secured records and storage to comply with filing and indexing procedures.
- Maintained incoming and outgoing shipment and mail logs to facilitate mailroom operations.
- Reported building issues to building management to reduce safety concerns.
- Restocked office, kitchen and other common areas to maintain adequate supplies.
Education
Associate of Applied Science - Computer Science
Amarillo College
Amarillo, TX 09.2022 - Current
Skills
Hardware upgrades
Helpdesk call support
Hardware/Software
Mobile device management
Operating system management
Desktop support
Technical Support
Ticket support system management
Inventory management
Probing networks, clearing port security
O365 Admin
Azure (Entra) Admin
Server maintenance
Network configuration
Customer Relations
Operating System Configuration
Certification
Compita A+ (ID:COMP001022115966), CompTIA - DEC 2022
Timeline
IT Field Support Technician
Andrews And Associates
01.2024 - Current
Compita A+ (ID:COMP001022115966), CompTIA - DEC 2022
12-2022
Associate of Applied Science - Computer Science
Amarillo College
09.2022 - Current
Homeland Security + TEEX, Network Assurance - August 2022
09-2022
Facility Operations Supervisor
United States Air Force, USAF
01.2021 - 03.2022
IT Support Specialist
Amarillo National Bank
3 2023 - 01.2024