Isaac Avila
Helpdesk Technician II
Chicago,IL
Summary
Efficient professional with 8+ years of experience
and a proven knowledge of advanced
technology, troubleshooting, and end user support.
Aiming to leverage my skills to successfully fill the
Information Technician role at your company.
Overview
8
8
years of professional experience
Work History
Helpdesk Technician II
SpotOn
Chicago, IL
08.2021 - Current
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Optimized system performance thorough testing and analysis.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Supported project management teams with expert technical advice, contributing to successful project completions.
- Primary point of contact for all new Account Executives during onboarding process
- Written multiple knowledge base articles both internal and customer facing
- Assisted in office relocation by coordinating logistics, organizing equipment and ensuring a smooth transition
- Coordinated team to assist users during the 2024 Crowdstrike incident
Technical Support Specialist
District U-46
Elgin, IL
07.2017 - 08.2021
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Configured hardware, devices, and software to set up work stations for employees.
- Managed 2 middle schools, totaling +1000 student Chromebooks, +100 employee issue laptops, and multiple computer labs
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Installed, configured and maintained computer systems and network connections.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
Education
Some College (No Degree) - Criminal Justice
National Louis University
Chicago, ILSkills
Maintenance and repairs
Ticketing Systems: Footprints, Servicedesk Plus, ServiceNow, Salesforce
Equipment maintenance
Customer service
Problem-solving
Maintenance and repairs
Programs: Okta, Zscaler, Kandji, Google Apps, Gemini, Microsoft Office, Cisco Meraki, Crowdstrike, Active Directory
Timeline
Helpdesk Technician II
SpotOn
08.2021 - Current
Technical Support Specialist
District U-46
07.2017 - 08.2021
Some College (No Degree) - Criminal Justice
National Louis University
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