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Associate Principal Engineer

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Provided expert troubleshooting for Windows and macOS environments, administering Active Directory and Microsoft 365 to enhance customer service.

· PC SUPPORT SPECIALIST II
· TEK Systems | MSD | Louisville, KY | 10/2021 – 7/2023

  Triages at 20-25 tickets daily using the BMC Track-It system
  Supporting over 650 users, 800 PCs, and 400 mobile devices at 8 remote locations

· Troubleshoot all computer problems based on end-user issues
· Strives for a first-call resolution to meet an SLA success rate of 99.6% over the course of 20 months
· Installs and configures required software according to end-user and business requirements
· Supplies guidance to end-users on how to work new software and hardware to include SAP, IPS, eB, Adobe Professional & Microsoft Enterprise Suite
· Maintain Audio visual equipment for Cooperate Board room and 42 added mediums to small conference rooms
· Maintains user accounts using tools such as System Center Configuration Manager, Active Directory, LanSweeper, and Remote Desktop Connection
· Maintains On the Shelf inventory including computers and accessories valued over $250,000
· Alerts management when stock is needed
· Runs routine reports as requested from Active Directory Management Console 3.0 v. 21H2 and LanSweeper v. 10.2.0.0
· Follows escalation path for all technical issues as needed for infrastructure, applications, GIS, and LOJIC
· Have created over 65 entries to fix both hardware and software for all devices including servers using Microsoft One Note
· Runs Operational tasks including New Hire setups and account creations with over 100 onboarded during my 20 months
· Facilitates Life Cycle Management including imaging over 75 desktops and 100 laptops
· Coordinates break/fixes on a daily, weekly, monthly, and as-needed basis
· Images hardware using tools such as SCCM with Roles on eight desktops and ten laptops at a time
· Mentored and supplied technical oversight to two summer interns over the 8-week Kentucky Works Summer Program
· Provides support for 70 plus multi-function printers with Konica Minolta Business Solutions and 6 HP plotters
· Researches and proposes solutions for level 2, & 3 tickets
· Supplies desktop support to eight remote sites spread out through three counties in Kentucky
· Utilize monitoring tools such as Solar Winds and Volta Multi-meter for slow ping, network anomalies, and critically downed devices and network services
· Manage various IT projects including enabling Microsoft Bitlocker to devices being turned off, identifying a device with inappropriate software installs and virus scans
· Daily I keep the three 65" monitors to currently display information and read properly within our NOC monitoring operations
· Every month, I take inventory of all our copier toner and plotter paper and toner and place orders as needed for all nine of our offices including our Main Office

 Attentive Desktop Support Technician with 3 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means. 

Experienced Desktop Support professional with 4 years of experience providing technical support and troubleshooting to end-users. Highly empathic and attentive to details, ensuring that all technical issues are resolved efficiently. Passionate about staying up-to-date with the latest technology advancements and adapting to different fields. Dedicated to providing excellent customer service and ensuring user satisfaction in a fast-paced environment. Adaptable and attentive to details, able to quickly adapt to changing circumstances and resolve technical issues with precision.

Isaac Saldivar

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Desktop Analyst II

Technical Support Engineer

IT/Helpdesk Support

Simulations Operations Specialist

Regional Coordinator

Sales Floor Supervisor

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