Summary
Overview
Work History
Education
Skills
Timeline
Generic

Garjay Zor

Burleson,TX

Summary

Certified Desktop Support Engineer with a robust background in installation, configuration, and troubleshooting of computers, peripheral hardware, software, and network connectivity. Demonstrates exceptional fault-finding skills to efficiently resolve customer issues with a high level of technical expertise and promptness. Certified in Network + and Network, with over 10 years of experience delivering quality installation, configuration, and support for desktops, laptops, printers, and applications. Possessing strong knowledge of TCP/IP and Network Topologies, excels both independently and as a team player. Honest, reliable, progressive, and hardworking individual with outstanding customer service and leadership abilities.

Overview

8
8
years of professional experience

Work History

Desktop Support Engineer

Stefanini IT Solutions/AXA Professionals LLC
05.2022 - Current
  • Remote Management/endpoint management tools (i.e. TeamViewer, Ivanti, Airwatch)
  • Computer Imaging through Workspace ONE and LANDesk, Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV & Network Management.
  • VPN Configuration, Support iOS, Android mobile devices with standalone or MDM setup.
  • Active Directory: Users & computers administration
  • Active Directory: Understand the concepts of Policies, OUs, LDAP, LAPS, Bitlocker & TPM
  • Zoom – User administration, Room setup, User guidance.
  • Conference Room Support, AV Support/Zoom/Teams Support.
  • Mobile Device deployment and support.
  • Printer break/fix, setup and configuration.
  • Maintained media presentation equipment and assisted end-users with Zoom/Conference room equipment setup and operation.

Desktop Support Analyst

HCL/Exxonmobil
08.2021 - 05.2022
  • Using Active Directory to reset users' password and account credentials as well as managing users’ profile.
  • Work with a desktop team, supporting and using AD and SCCM (ver. 2007 R3) to image\re-image and migrate from Win XP pro to Win. 7 as well as manage users’ computers over the network.
  • Managing Windows Server and server related issues.
    Troubleshoot Customers issues via Phone Calls, understanding and following details to resolve these tickets.
    Use Service Now and the Salesforce Ticketing system to document customers' issues.
    Image and configure end users’ computers and laptop.
    Manage customer profile in Thinmanager (SCADA)
    Install WinTMC on a customer laptop (SCADA)
    Install and configure a Thin Client for customer use (SCADA)
    Process customer access to Ignition and Wonderware (SCADA)
    Systems, added security (ITSM), includes DUO and CyberArk(SCADA) Maintaining computer networks and systems including software, mainframes, VPNs, routers and other physical hardware.

Technical Support Specialist

OMNITRACS
12.2019 - 08.2021
  • Technical support for Omnitracs equipment (MCP, IVG)
  • Able to identify software/hardware trends, by streamlining operations and prioritized tasks, allowing senior staff to increase revenue by 25%
  • Working with Salesforce and Five9 Application and troubleshooting where necessary.
  • Working with creating cases on Salesforce Ticketing Application.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution to Tier 2.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.

Service Desk Analyst

Club Corp
09.2019 - 12.2019
  • Help Desk support for golf courses POS Micros system and end users.
  • Using Active Directory to reset user’s password and account credentials.
  • Used Microsoft Remote Desktop solutions to resolve remote users' issues. Installed, configured and trouble- solving printer and print related issues.
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.

Tier II Help Desk Technical Specialist

BankOnIT, LLC
12.2018 - 09.2019
  • Configuring 25-30 PCs weekly for clients (banks) providing software installation and creation of Operating System images of bankers' needs.
  • Creating Clients image on the NAS and setting clients system on the domain with proprietary software applications.
  • Desktops, laptops, local and network printers set up and installs, while providing excellent customer services; Desktop and laptop Deployment or PC refresh, Windows XP to Windows 7.
  • Provide technical Help Desk and desk-side services and support to end users Remotely daily, with desktop and network issues (Password reset/login, connectivity, and desktop application issues) as well as installing BankOnIT end user’s security software to protect bankers’ data on the Bankers Private Cloud.
  • Provided exceptional customer support, resolving complex technical issues with effective communication skills.
  • Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
  • Implemented robust cybersecurity measures to protect sensitive data and prevent unauthorized access.

Desktop Support Analyst

Dell Technologies
01.2017 - 02.2018
  • Special Project on Data migration from windows 7/8 to 10, OS Installation, troubleshooting and knowledge of windows 7, 8 & 10.
  • Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
  • Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
  • Contributed to the success of IT projects by assisting with hardware installations, upgrades, and migrations.

Education

Master of Science - Cybersecurity Technology

University of Maryland Global Campus
Adelphi, MD
01.2020

Bachelor of Science - Information Assurance

Metropolitan State University
Saint Paul, MN
01.2016

Associate of Science - Computer Support & Network Administration

Minneapolis Community & Technical College
Minneapolis, MN
01.2012

Skills

  • CompTIA Sec Certified, CompTIA A Certified, Windows 10, Server 2000,
  • Server 2003, Microsoft Office Professional 2010, MS Excel, MS Access, MS PowerPoint
  • Firewalls, Networking, Active Directory, Computer Security Splunk, Crowdstrike, Error Detection
  • Network Security, Internet Security Application Support, Technical Support
  • User Training, Technical Training, Inbound Customer Service, Remote Desktop & Technical Support
  • Linux OS, MAC OS Printer and peripheral support, End user support, Application installations, Hardware installation Issue resolution, Ticketing system proficiency
  • Asset management, Technical support, Virtualization technologies, Cloud-based software deployment, Network and server management

Timeline

Desktop Support Engineer

Stefanini IT Solutions/AXA Professionals LLC
05.2022 - Current

Desktop Support Analyst

HCL/Exxonmobil
08.2021 - 05.2022

Technical Support Specialist

OMNITRACS
12.2019 - 08.2021

Service Desk Analyst

Club Corp
09.2019 - 12.2019

Tier II Help Desk Technical Specialist

BankOnIT, LLC
12.2018 - 09.2019

Desktop Support Analyst

Dell Technologies
01.2017 - 02.2018

Bachelor of Science - Information Assurance

Metropolitan State University

Master of Science - Cybersecurity Technology

University of Maryland Global Campus

Associate of Science - Computer Support & Network Administration

Minneapolis Community & Technical College

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