JC Contreras
Austin
Overview
11
11
years of professional experience
Work History
End User Support Analyst
CDK Global
Austin, TX
09.2023 - 03.2026
- Resolving technical incidents in support of internal PCs, applications software, and basic network communications.
- Responsible for system enrollment and hardware deployment for new hires and/or hardware replacement.
- Conduct standard operating procedures, troubleshooting methods and adhere quality guidelines.
- Handling department general admin tasks including document management and maintaining the conference rooms in the office.
Desktop Support Specialist
Planview Inc.
Austin, TX
08.2021 - 06.2023
- Delivered exceptional support for macOS and Windows 10 computers, effectively adressing user needs and resolved technical problems.
- Maintained and optimized Zoom confrence rooms, ensuring seamless remote collaboration and efficiant communication.
- Configured MDM enrollment profiles for seamless installation on end user computers prior to equipment deployment.
- Assumed responsibility for administering and ensuring operation of various software programs, such as Kandji, M365, Azure, and ABM.
Queue Support Technician
NASA Johnson Space Center
Houston, TX
11.2019 - 08.2021
- Successfully achieved SLA targets for incident tickets by effeciently resolving technical issues and providing exceptional support to end users.
- Produced daily reports on incidents, change, problem tickets, and meticulously monitored SLA status to ensure timely resolution and end user satisfaction.
- Demonstrated expertise in remotely assisting users with incident tickets, promptly identifying and implementing effective solutions to minimize downtime.
- Acted as a valuable resource for fellow technicians, offering guidence and resolving any issues encountered with the ticket system, therby enhancing overall team performance.
Genius Admin
Apple
Houston, TX
12.2014 - 11.2019
- Conducted in-depth troubleshooting and diagnosis of Apple products, efficiently resolving complex technical problems.
- Provided exceptional customer service by actively listenting to customers, identifying their needs, and offering appropriate solutions.
- Collaborated with cross-functional teams to develope and deliver comprehensive product training sessions, equipping colleagues with the knowledge and skills to handle customer inquiries effectively.
- Contribute to the development of knowledge base by creating and updating troubleshooting guides, streamlining support processes, and reducing resolution time.
Skills
- Kandji
- MacOS
- Apple Business Manager
- Microsoft 365
- Microsoft Intune
- Microsoft Azure
- Active Directory
- Zoom
- Slack
- Connectwise
Timeline
End User Support Analyst
CDK Global
09.2023 - 03.2026
Desktop Support Specialist
Planview Inc.
08.2021 - 06.2023
Queue Support Technician
NASA Johnson Space Center
11.2019 - 08.2021
Genius Admin
Apple
12.2014 - 11.2019