Izamal Cadosa

Work History

General Technical Support Specialist

GRIND REEL

Salt Lake City, UT

07.2022 - Current

Remote and in person hardware, networks, servers and software analysis, diagnosis, services and troubleshooting provided to clients and employees.
Level 1 to Level 3 remote and in person technical support.
Analyze problematic areas to provide recommendations and solutions.
Integrate technology and business operations to identify targeted solutions to clients and employees issues.
Align closely with business CEO and employees to gather information and gain operational insight.
Deliver outstanding services to clients and employees to maintain and extend relationships for future business opportunities.
Evaluate clients and employees needs and feedback to drive products and services improvements.
Optimize clients and employees experiences by delivering superior services and effectively managing IT issues.
Act as a team leader in group projects, delegating tasks and providing feedback.
Passionate about learning and committed to continual improvement.
Use critical thinking to break down problems, evaluate solutions and make decisions.
Proven ability to learn quickly and adapt to new situations.

Desktop Level 2 Support Technician (Contract)

California State University, Los Angeles-Deloitte

Los Angeles, CA

01.2023 - 05.2023

Worked on a desktop support technical project, where hardware devices and equipment were being deployed and set-up, as a Team of 9, across 14 different college departments, within the university, which supported 2500 faculty and staff members with brand new desktops and laptops.
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Linked computers to network and peripheral equipment.
Executed technology implementation projects with minimal downtimes and business disruptions.
Explained technical information in clear terms to promote better understanding for non-technical users.
Installed and configured operating systems and applications.
Diagnosed and troubleshot hardware, network and server issues.
Tested new software and hardware prior to deployment.
Configured and tested new software and hardware.
Configured devices, hardware and software to set up work stations for employees.
Worked well in a team setting, providing support and guidance.
Paid attention to detail while completing assignments.
Self-motivated, with a strong sense of personal responsibility.
Managed time efficiently in order to complete all tasks within deadlines.
Developed and maintained courteous and effective working relationships.
Demonstrated strong organizational and time management skills while managing multiple projects.
Gained strong leadership skills by managing projects from start to finish.

Tech Support Specialist (Contract)

Google - Akorbi

Venice, CA

02.2022 - 07.2022

Worked within a 15-person IT team, which included software, networks, servers and hardware engineers, to accomplish daily, weekly and monthly IT projects.
Level 1 and Level 2 help desk/desktop support.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Used ticketing systems to manage and process support actions and requests.
Collaborated with supervisors to escalate and address clients and employees inquiries in reference to technical issues.
Provided feedback to product development and engineering teams on clients and employees needs and issues for enhancements.
Followed up with clients and employees to verify optimal satisfaction following support engagement and problem resolution.
Researched product and issue resolution tactics to address client and employees concerns.
Resolved diverse range of technical issues across multiple systems and applications for clients, employees and end-users across various time zones.
Documented client and employee support interactions for future reference.
Recorded and maintained relevant notes for each client and employee regarding IT issues, steps taken to resolve those issues and work orders in reference to devices, equipment and hardware.
Monitored systems in operation and quickly troubleshot errors.
Configured hardware and granted system permissions to new employees.
Explained security measures in simple terminology to help users understand malware and phishing threats.
Translated complex technical issues into digestible language for non-technical users.
Developed and tested new product offerings prior to release to assist development team in bug identification.

General IT Support Specialist (Contract)

INVESTOR PLACE

Los Angeles, CA

07.2020 - 01.2022

Worked on 5-15 remote IT ticketing issues per day.
Level 2 and Level 3 remote help desk/desktop support.
Diagnosed and troubleshot hardware, network, servers and software issues.
Monitored systems in operation and quickly troubleshot errors.
Communicated with employees to verify roots and causes of computer problems.
Connected to computer of employee using remote link to install new programs and applications.
Installed and configured operating systems and applications.
Configured and tested new software and hardware.
Provided feedback to product development and engineering teams on clients and employees needs and issues for enhancements.
Resolved hardware, network, servers and software issues for clients and employees with little oversight.
Utilized ticketing systems to track clients and employees requests and prioritize urgent needs.
Maintained servers and computer systems to keep networks fully operational during peak periods.
Researched and identified solutions to technical problems.
Tested new software and hardware prior to deployment.
Responded to clients and employees inquiries, and provided technical assistance over phone and through e-mail.
Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Patched software and installed new versions to eliminate security problems and protect data.
Deployed software and hardware updates and patches to increase speed and performance.

Customer Service/Technical Support Specialist

Samsung Electronics

Glendale, CA

02.2019 - 12.2020

Worked with Level 1 and Level 2 IT help desk/desktop support issues.
Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions, face-to-face.
Responded to customer inquiries and provided technical assistance over phone, through e-mail and in person.
Researched and identified solutions to technical problems.
Helped streamline repair processes and update procedures for support action consistency.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Tested new software and hardware prior to deployment.
Diagnosed and troubleshot hardware, networks, servers and software issues.
Installed, configured and maintained computer systems and network connections.
Configured devices, hardware and software to set up work stations for employees.
Installed and configured operating systems and applications.
Maintained servers and computer systems to keep networks fully operational during peak periods.
Monitored network and servers performance to identify potential issues.
Developed and implemented preventive maintenance procedures.
Assisted in development of system security protocols.
Offered assistance in implementing and developing IT training programs.
Created user accounts and assigned permissions.

Summary

Overview

Work History

General Technical Support Specialist

Desktop Level 2 Support Technician (Contract)

Tech Support Specialist (Contract)

General IT Support Specialist (Contract)

Customer Service/Technical Support Specialist

Education

BBA - Finance

Skills

Certification

Timeline

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