Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

George Cue Velez

San Antonio,TX

Summary

Utilizing strong communication and customer service skills along with technical, asset management, and data science experience to leverage technology to achieve organizational goals and grow and develop as an IT professional.

Overview

3
3
years of professional experience
1
1
Certification

Work History

PCSC Helpdesk Analyst

Citibank
09.2024 - Current
  • Provided IT support to Managing Directors and Markets Trading & Investment Banking Floors globally through desk side support services
  • Responded to inbound calls to Premium Client Service Center to resolve as many desktop issues as possible via phone and remote console
  • Utilized flexible troubleshooting processes to promptly and reliably service variety of proprietary and third-party end-user programs
  • Leveraged statistics, Problem Management Systems, and communication with branch groups to investigate and implement permanent solutions to persistent issues
  • Collaborated with Belfast-based team members as part of 24x7 "follow the sun" coverage model to support approximately 23,000+ users
  • Leveraged Service Now to manage and process service requests and incidents
  • Utilized and maintained knowledgebase documentation to ensure firm-quality service
  • Trained and supported end-users with software, hardware, and network standards and use processes.
  • Provided support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.

AASD Computer Technician

GovCIO
04.2022 - 08.2024
  • Held CompTIA Security plus certification
  • Held secret-level security clearance while operating on Department of Defense networks in compliance with federal guidelines
  • Facilitated user-facing helpdesk communication and customer support through MS SharePoint and ServiceNow ticketing system
  • Utilized in-application Moodle administrative tools to provide Tier 1 support rollout and maintenance of myLearning platform
  • Communicated with users in effective manner to facilitate customer-service level helpdesk support experience
  • Troubleshot, classified, catalogued, and resolved user-end issues with myLearning platform to user and client satisfaction
  • Coordinated with and assisted Tier 2 and Tier 3 technical support for myLearning platform
  • Utilized government-furnished equipment both on premise and remotely in compliance with federal guidelines
  • Collaborated with military, federal civilian, and contracted staff to pursue organizational goals and user satisfaction

Login Technician

Certified Labs Food Safety Net Services
09.2021 - 04.2022
  • Performed data entry of customer samples and relevant receiving information into LIMS and other laboratory systems, beginning laboratory workflow process
  • Performed data validation and troubleshot discrepancies in client submissions by communicating with clients or other branch groups, maintaining quality assurance and database consistency
  • Coordinated with Tier 2/Tier 3 IT team members to resolve IT and database related issues
  • Performed timely and accurate shipping of laboratory supplies and equipment to clients and various departments and laboratory branches
  • Received, prepared, and tagged samples for analysis while maintaining laboratory-standard aseptic conditions
  • Maintained and utilized client testing, communication, and receiving information databases to ensure client specifications as well as company and Federal standards are met
  • Managed client sample submission documents from several sources including: client portal, email documents, written submissions, and non-standard submission formats
  • Facilitated client-laboratory communication across various departments and laboratory branches
  • Managed, catalogued, and quarantined laboratory sample long term storage and manage associated inventory
  • Assisted in planning, managing, and executing daily logistical operations of company courier fleet

Education

University of Texas At San Antonio (UTSA)
San Antonio, TX

University of Evansville
Evansville, IN

Skills

    Active Directory

    Microsoft Office and M365 Products

    Microsoft Windows 10/11

    Windows Remote Assistance Tool

    ServiceNow

    VMware, vSphere, & Horizon

    Avaya Telephony & CMS Supervisor

    Unigy IPC Telephony

    Atlassian Confluence & JIRA

    USAF myLearning platform

    LabVantage LIMS

    Dell/HP/Lenovo/Bloomberg Client Hardware Support and Troubleshooting

Certification

  • CompTIA Security+ ce — Issued April 2022
  • Microsoft Certified: Azure Fundamentals —Issued May 2024


Timeline

PCSC Helpdesk Analyst

Citibank
09.2024 - Current

AASD Computer Technician

GovCIO
04.2022 - 08.2024

Login Technician

Certified Labs Food Safety Net Services
09.2021 - 04.2022

University of Texas At San Antonio (UTSA)

University of Evansville

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George Cue Velez