Jason Trujillo

First-line support & incident handling: Receive and respond to incoming support requests via phone, email, remote, chat or in person at help desk bench.

• Triage, prioritize, and document incidents in ticketing system to meet SLA expectations.
• Diagnose and troubleshoot hardware, software, network and application issues — from simple (password resets, workstation problems) to more complex system and network errors.
• Escalated issues beyond first-level support to specialized IT teams or vendors and tracked progress until resolution.

• System maintenance, installations & configuration

• Install, configure, and maintain workstations, operating systems, and commonly used peripherals and applications.
• Support deployments of new hardware or software, including setting up user accounts and access permissions (e.g., account creation, onboarding).
• Maintain accurate asset and inventory records for computers, devices, licenses, and software during equipment refresh periods to support IT asset management.

• Documentation & knowledge management

• Log all support interactions, resolutions, troubleshooting steps, and user communications in the service-desk system; maintain records and history for auditing and continual process improvement.
• Update and maintain a knowledge base / FAQ library / user guides or support documentation for common issues.
• Provide user training and orientation when new hardware, software, or IT processes are rolled out.

• Service-level management & customer service

• Ensure support requests meet defined Service Level Agreements (SLAs) or response-time/ resolution standards.
• Provide high-quality customer service, communicating clearly, empathizing with users, and guiding them through solutions — especially when users are non-technical.
• Follow up with users to confirm issue resolution and gather feedback.

• Proactive monitoring & continuous improvement

• Proactively monitor systems and alert logs to detect potential issues before they affect users.
• Identify recurring issues and suggest improvements to processes, configurations, or user support documentation to reduce future incidents.

• Collaborate with local internal IT teams and International teams to provide clear communication of ongoing processes and target metrics.

Facilitated technology service life cycle by providing exceptional customer service and collaborating with department representatives.

Developed and communicated support models that enhanced customer experiences and outcomes.

Analyzed, documented, tested, maintained, troubleshot, and repaired imaging solutions for deployment.

Provided comprehensive support for all computer and mobile device hardware, software applications, and peripherals.

Partnered with team members to deliver prompt and professional service to meet customer needs.

Ensured highly efficient service delivery to all St. Vrain Valley School District stakeholders.

Focused on results-oriented strategies to enhance customer satisfaction and operational efficiency.

Delivered first point of contact service to customers and community members.

Collaborated with customers to resolve technology-related incidents effectively.

Tracked and resolved customer incidents promptly, promoting self-service knowledge-base.

Coordinated with multiple functional groups and contractors to design and deliver CRM solution for school district.

Supported rollout of Google Educational Suite, enabling transition from Microsoft tools with minimal disruption.

Supported BVSD schools by delivering timely technical and application assistance, enhancing user satisfaction.

Ensured optimal performance of all hardware, operating systems, and software applications for computer and mobile devices.

Maintained and troubleshot PCs and peripherals, ensuring effective repair processes to minimize downtime.

Collaborated with team to maintain high service standards for Boulder Valley School District clients, fostering positive relationships.