JANO DAZA
Los Angeles,CA
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Desktop L3 Engineer
Briley Financial
05.2022 - Current
- Enhanced system performance by implementing effective troubleshooting techniques and resolving complex technical issues.
- Improved network stability by proactively monitoring and maintaining hardware, software, and connectivity components.
- Reduced downtime for business operations with timely identification and resolution of technical problems.
- Streamlined IT processes by developing and implementing standard operating procedures for desktop support tasks.
- Assisted in the successful migration of legacy systems to modern platforms by assessing compatibility requirements and executing appropriate actions.
- Managed inventory control processes for hardware assets, ensuring sufficient resources were available for deployment while minimizing excess stock levels.
- Facilitated smooth transitions during employee onboarding or equipment refresh cycles, coordinating hardware provisioning efforts as needed.
- Performed office moves, shipping and receiving and conference room support.
- Identified support tickets requiring urgent attention.
- Coordinated with vendors for warranty repair of IT assets.
IT Support Lead
Illinois Bone And Joint Institute
12.2021 - 05.2022
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Maintained record of daily individual activities, behaviors and pertinent incidents for patient analysis and assessment
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Guided organizational technology strategy and roadmaps
- Coordinated technical training and personal development classes for staff members
- Built, repaired and installed computer-related hardware based on deployment procedures
- Wrote policy, procedure and manuals governing internal IT use
- Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements
- Partnered with project team members to identify and quickly address problems.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Enhanced network security with regular vulnerability assessments and prompt patch installations.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
VIP Support Technician
Nouryon
03.2020 - 09.2021
- Answering all calls by VIP users who experience issues and determining initial priority level and logging incidents, information requests and change requests
- Routing calls to appropriate resolving groups of the service, either application or infrastructure teams when not able to resolve themselves and tracking raised calls (Information Request, Change Request and incidents) to closure
- Managing and maintain VIP service ticket work queue, Update tickets in a timely manner and ensure a detailed notation for final resolution
- Keep the VIP well informed of their actions including issue or request ticket status
- Proactively and reactively providing hands on onsite IT support to end-users and managed client devices in response to Incidents and Service Requests
- Taking ownership and resolve incidents and requests: Incident management and Service Request management from logging, receiving to closure
- Served as primary point of contact for support relating to owned solutions and products
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Met with team personnel to share details of discovered issues and recurrent custom complaints
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment
- Researched new tactics to better hone responses and shorten remediation times.
Senior IT Support Engineer/Support Lead
AGRO Merchants Group
05.2019 - 03.2020
- Manage information technology and computer systems
- Plan, organize, control and evaluate IT and electronic data operations
- Design, develop, implement and coordinate systems, policies and procedure
- Act in alignment with user needs and system functionality to contribute to organizational policy
- Preserve assets, information security and control structures
- Provide management and administrative training and orientation for staff and administrations
- Trouble-shoots and solves problems related to hardware, software, and network problems
- Monitors network utilization and performance, implements procedures for network optimization, reliability, and availability
- Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocations in accordance with contractual requirements
- Develop an understanding of how the IT Services that currently exist can be uniquely applied to the customer base
- Manage, monitor and report on the services and service levels required to support and deliver an exceptional Desktop.
Systems Administrator
Aloysius Butler & Clark
08.2018 - 05.2019
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues
- Created patches and solutions to fix bugs in existing applications
- Integrated and updated software products to boost system compatibility
- Created nightly jobs for database backups
- Spearheaded inventory control measures to replenish and maintain IT equipment
- Maintained current software licenses for computers and mobile devices
- Implemented internet and intranet applications on multiple platforms
- Monitored networks and network devices to resolve technical problems quickly
- Diagnosed and executed resolution for network and server issues
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
Technology Operations Technician
JP Morgan Chase
07.2014 - 08.2018
- Troubleshoot software and hardware failures and determine network problems
- Diagnose and resolve incidents using documented procedures to perform responsibilities
- Determine and research user questions and isolate and resolve information systems problems
- Conduct research on desktop products in support of PC procurement and development efforts
- Evaluate and recommend products for purchase
- Establish VPN access for all remote users
- Maintain and resolve issues on LAN/WAN, VoIP telephone, Biometric, Video systems and other computing equipment.
Technical Support Analyst
Utopia Systems
08.2013 - 07.2014
- Day-to-day system administration of the environment
- Implementation of new products and services
- Performing preventative maintenance
- Providing operational support for Windows Server 2008R2, Exchange 2010, Active Directory, as well as 3rd party applications within the Hosted Exchange offering
- Configuration experience of email clients to include Outlook, Outlook Express and Entourage
- Understand various access methods including POP, IMAP, OWA, MAPI, Outlook Anywhere, and SMTP.
Desktop Technical Analyst
JP Morgan & Chase
11.2011 - 07.2013
- Rolled out software updates and applied server patches to thwart threats from penetrating networks
- Removed malware, ransomware and other threats from laptops and desktop systems
- Configured hardware, devices and software to set up work stations for employees
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Production Engineer
Seven Seven Softwares
07.2011 - 11.2011
- Acknowledge, troubleshoot, and document pertinent information for incidents in the order of priority
- Complete end-user access requests and other work requests according to service level guidelines
- Perform implementation steps as prescribed in documented changes, upgrades, installations and outages, following change management guidelines
- Keep all system access passwords updated according to password change policies (Putty, SQL).
IT Operations Support Analyst
Seven Seven Softwares
04.2009 - 07.2011
- Responsible for 24x7 level 1 monitoring and single point of contact and responsible for system failures on all technology platforms within all data centers
- Validates true alarms from the false ones
- Point of contact for vendors (EMC, Hitachi, Netapp) on scheduled maintenance on incidents, impacts and outages
- Event history and correlation to determine and resolve chronic issues impacting multiple lines of business
- Experience in running backup jobs via Puredisk, Netbackup, Tivoli, Workload Scheduler, Control M
- Escorting vendors in replacing data tapes on multiple data centers within the firm.
Education
GED -
National Institute of Information Technology
Manila, PH03.2007
Skills
- Technical documentation
- User support
- Information protection
- Information security
- System maintenance and monitoring
- Incident responses
- Ticket management
- Troubleshooting and diagnosis
- Infrastructure development
- Budget administration
- Problem-Solving
- MS Office
- Organization and Time Management
- Critical Thinking
- Technical Analysis
- Technical Writing
- Asset Management
- Hardware diagnostics
- Remote Desktop Support
- ITIL Knowledge
- Network configuration
Certification
- CCNA
- MCSE
Timeline
Desktop L3 Engineer
Briley Financial
05.2022 - Current
IT Support Lead
Illinois Bone And Joint Institute
12.2021 - 05.2022
VIP Support Technician
Nouryon
03.2020 - 09.2021
Senior IT Support Engineer/Support Lead
AGRO Merchants Group
05.2019 - 03.2020
Systems Administrator
Aloysius Butler & Clark
08.2018 - 05.2019
Technology Operations Technician
JP Morgan Chase
07.2014 - 08.2018
Technical Support Analyst
Utopia Systems
08.2013 - 07.2014
Desktop Technical Analyst
JP Morgan & Chase
11.2011 - 07.2013
Production Engineer
Seven Seven Softwares
07.2011 - 11.2011
IT Operations Support Analyst
Seven Seven Softwares
04.2009 - 07.2011
GED -
National Institute of Information Technology
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