Francisco Osorto
4123 Arbor Mill Circle, Orange Park ,FL
Summary
Experienced IT Professional specializing in Active Directory management, software, hardware, and operating systems. Strong problem-solving skills drive proactive solutions to technology challenges. Committed to enhancing operational efficiency and achieving company objectives through effective communication and collaboration.
Overview
11
11
years of professional experience
Work History
End-User Support Specialist
HCL Tech
Jacksonville, Florida
11.2021 - Current
- Diagnosed and resolved desktop application problems for end-users efficiently.
- Delivered technical support for hardware and software issues, ensuring seamless operations across multiple departments.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Responded to support tickets promptly to maintain operational efficiency across teams.
- Partnered with IT team to improve system performance and user experience, leading to enhanced user satisfaction.
- Addressed and resolved complex customer service issues related to desktop systems, improving overall service quality.
- Installed and configured operating systems on new workstations and laptops.
- Conducted training sessions for staff on new software tools and technologies.
- Facilitated vendor communication for timely repair services.
- Ensured accurate tracking of IT assets to support operational needs.
Desktop Support Technician
Ascension Technology Group
Jacksonville, Florida
04.2018 - 11.2021
- Installed and configured desktop systems and peripheral devices for users.
- Provided technical support for hardware and software issues across multiple departments.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Troubleshot computer systems to identify and resolve operating system and application problems.
- Collaborated with team members to streamline troubleshooting processes, reducing resolution time for user issues.
- Conducted regular system updates and patches to enhance security measures.
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
- Assisted in the implementation of new technology solutions within the organization.
- Collaborated with team members to streamline troubleshooting processes effectively.
- Assisted with the installation of new computers, peripherals and other IT-related equipment.
Desktop Support Specialist
BlackRock
New York, New York
02.2016 - 02.2018
- Installed, configured, and maintained desktop systems and peripherals.
- Installed and configured hardware, software and network components according to established standards.
- Provided technical support to end-users for hardware and software issues.
- Prioritized and fielded IT ticket requests, providing technical support, troubleshooting and issue resolution to maintain system performance levels.
- Maintained accurate records of all help desk tickets including problem description, resolution steps taken.
- Developed and implemented processes that enhanced customer satisfaction ratings and reduced help desk response time.
- Streamlined onboarding process for new employees by coordinating IT setup and resources.
- Facilitated installation of new computer systems to improve user productivity and satisfaction.
- Participated in projects related to the deployment of new technologies or infrastructure upgrades.
- Communicated with professionals regarding IT strategy, support, and execution to establish continuous operations blueprint.
Desktop Support Intern
Network Cpr
New York, New York
02.2015 - 02.2016
- Troubleshot complex system issues, leveraging advanced knowledge of hardware and software configurations to restore functionality.
- Installed and configured operating systems and software applications.
- Maintained and repaired hardware components, ensuring optimal performance of computers, laptops, printers, scanners, and peripherals.
- Assisted with the installation of operating systems, software applications, and system updates.
- Performed remote user assistance via phone or web-based tools.
- Conducted routine maintenance on all computer systems, enhancing reliability and minimizing downtime across the organization.
- Facilitated the setup of new equipment, ensuring alignment with company standards.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
Education
High School Diploma -
Oneonta Job Corps Academy
Oneonta, NY02-2008
Some College (No Degree) - Internetwork Engineering
PC Age Career Institute
Jersey City, NJSkills
- Desk application troubleshooting
- Hardware support
- Software installation
- System configuration
- Peripheral setup
- System testing
- IT asset management
- Asset tracking
- IT vendor coordination
- Project management
- Customer relationship management
- Time management
- Adaptability
- Team collaboration
- Technical writing
Timeline
End-User Support Specialist
HCL Tech
11.2021 - Current
Desktop Support Technician
Ascension Technology Group
04.2018 - 11.2021
Desktop Support Specialist
BlackRock
02.2016 - 02.2018
Desktop Support Intern
Network Cpr
02.2015 - 02.2016
High School Diploma -
Oneonta Job Corps Academy
Some College (No Degree) - Internetwork Engineering
PC Age Career Institute