George Chacon
Kansas City,MO
Summary
- 20+ years’ Help Desk/customer support experience supporting software, hardware or networking issues and determining whether the cause was software, server, client, network, OS or hardware related.
- 16 years’ experience in the finance/investment industry
- Outstanding customer service skills. A true customer service professional. Excellent communication skills, both written and verbal
Overview
19
19
years of professional experience
Work History
Help Desk Technician
DoubleLine Capital
11.2011 - 09.2023
- Supported 400 users on Windows 10 desktops and laptops
- Supported MS Office and Financial software
- Provided software training
- Maintained detailed documentation of work performed in Help Desk Ticketing system
- Developed technical documents and articles for resolving technical issues and supporting business processes
- Created and managed accounts in Active Directory
- Managed Microsoft 365 accounts, licenses, and services
- Managed mobile devices in Microsoft Intune
- Supported iPhone and Androids
- Maintained hardware inventory in the Help Desk CMDB
05.2010 - 11.2011
Experis Staffing
University California Los Angeles
10.2011 - 11.2011
Apple One Agency
Los Angeles, CA
05.2011 - 10.2011
Technisource Agency, NBC Universal
Los Angeles, CA
11.2010 - 02.2011
Apollo Staffing Agency, True Religion Jeans
Los Angeles, CA
09.2010 - 10.2010
Kimco Agency, Parker Aerospace
Irvine, CA
08.2010 - 08.2010
Technisource Agency, NBC Universal
Los Angeles, CA
06.2010 - 06.2010
Kimco Agency, The Abbey Company
Long Beach, CA
05.2010 - 05.2010
- Provided Helpdesk and Desktop Support from 100 to 3,000 workstations running Windows 7/XP
- Performed system deployments
- Wrote procedural documentation for technical configurations, and instructional user manuals
Help Desk Analyst
TRUST COMPANY OF THE WEST
Los Angeles, CA
01.2005 - 03.2009
- Note: The first 17 months of work with this company was done via a contracting agency, Thor Group
- Provided Helpdesk Support for 600 workstations running Windows XP
- Primary focus of the Help Desk position was in resolving all issues at the helpdesk
- Escalating was only allowed if the hardware needed to be physically handled, or if helpdesk lacked the permissions to resolve the problem
- Troubleshot Outlook email problems, file attachments, forms, bounced emails, lost emails, email rules, delegate/proxy setup, and archiving
- Provided MS Office software tutorials on a per call basis
- Resolved network connectivity problems: Network printing, network drives access, Internet access, and Outlook connectivity – diagnosing whether problem was with hardware, OS, or application.
Education
B.S - Telecommunications Management
DeVry University
Skills
- Knowledge and Experience with:
- 365 Admin & Exchange Online Portals
- Active Directory and group policies
- Azure
- Bloomberg
- Checkpoint VPN
- Confluence
- Desktop Central
- Detailed documentation and ticketing
- Duo Mobile VPN
- Duo Security
- IPhones and Androids
- JIRA - Project Management
- Kaseya
- Manage accounts, licenses, and services in Microsoft 365
- Manage mobile devices in Microsoft Intune
- Microsoft 365
- Patch Management and Software Deployment tools
- Patch Manager
- PowerShell scripting, novice level
- Proofpoint Portal (Spam filter)
- RSA Security Console
- Secret Server (PW Vault)
- ServiceDesk Plus
- ShoreTel Director
- VCenter
- VDI
- VMware Horizon
- VMware Horizon Admin Console
- Windows 10
Timeline
Help Desk Technician
DoubleLine Capital
11.2011 - 09.2023
Experis Staffing
University California Los Angeles
10.2011 - 11.2011
Apple One Agency
05.2011 - 10.2011
Technisource Agency, NBC Universal
11.2010 - 02.2011
Apollo Staffing Agency, True Religion Jeans
09.2010 - 10.2010
Kimco Agency, Parker Aerospace
08.2010 - 08.2010
Technisource Agency, NBC Universal
06.2010 - 06.2010
05.2010 - 11.2011
Kimco Agency, The Abbey Company
05.2010 - 05.2010
Help Desk Analyst
TRUST COMPANY OF THE WEST
01.2005 - 03.2009
B.S - Telecommunications Management
DeVry University
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