GUILLERMO NOVO
Perth Amboy,NJ
Summary
Certified Apple and A+ technician with over 15 years of experience in resolving technical issues for end users. Expertise includes troubleshooting complex computing problems and implementing strategic roadmaps for enhanced operational efficiency. Proven ability to optimize infrastructure, manage risks, and drive process improvements, complemented by a strong focus on customer service excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
User Technician II
iCIMS
Holmdel, NJ
02.2022 - Current
- Okta Administration. Provisioned user profiles, user environments, directories, access rights, and security.
- Utilized Jamf, Intune and Azure for endpoint management. Administer and govern software licensing.
- Worked within ServiceNow and FreshService ticketing systems while documenting, tracking, and resolving all support incidents for remote and local employees in a timely and efficient manner.
- Onboarded newly hired employees. Set up and facilitated town hall meetings for the entire company.
- Set up and maintained conference rooms with audio/visual equipment to create a seamless Zoom Room experience, as well as upkeep digital signage throughout the office.
- Provided high-quality technical support to remote and local employees to resolve all problems and emergencies related to PCs, laptops, and phone systems, to ensure continuity of service.
Tech Ops Supervisor
Diversified
Kenilworth, NJ
08.2018 - 03.2020
- Managed and traveled with a team of 8 technicians to consistently meet deadlines and ensure audio and visual installations were completed according to company standard for a 2000 conference room Google Project.
- Assisted Project Manager with organization and tracking of desired goals for many projects including Google, CNN and Amazon. Kept steady workflow by maintaining communication and resolving issues efficiently as they appeared.
- Handled all project tasks regarding project site, asset information, travel bookings for technicians, scheduling pick ups for decommissioned gear, documentation, reviewing drawings, ordering equipment and submitting tickets when facilities work was required.
Genius
Apple
Edison
01.2015 - 08.2018
- Repaired customer relationships and was expected to have all answers related to product and troubleshooting knowledge
- Led team of technicians by training newcomers and keeping up to date with constantly changing policies and procedures
- Achieved mastery in troubleshooting and repairing all Apple hardware and software while getting trained and certified by Apple Corporate in Cupertino California
- Enriched lives by demonstrating knowledge of products and maintaining a dynamic learning environment
- Aided new businesses to grow by providing personal services such as purchasing products in bulk, team training, briefings and support.
Education
Bachelor of Science - Information Technology: Cyber Security
New Jersey Institute of Technology
Newark11.2021
Skills
- Jamf
- Intune
- Azure
- Okta
- Apple Business Manager
- Zoom Admin
- Service Now
- Fresh Service
- IT Project Management
- Microsoft 365 admin
Languages
- English
- Spanish
Certification
- A + CompTia Certified
- Mac OS Certified
- iOS Certified
Timeline
User Technician II
iCIMS
02.2022 - Current
Tech Ops Supervisor
Diversified
08.2018 - 03.2020
Genius
Apple
01.2015 - 08.2018
Bachelor of Science - Information Technology: Cyber Security
New Jersey Institute of Technology
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