Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, IL

Skills

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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Isaac AvilaHelpdesk Technician II