Javier Crespo
Miami,FL
Summary
Results-driven IT Help Desk Supervisor with expertise in project management, customer service, and efficient resource delegation. Proven ability to streamline workflows, ensure rapid ticket resolution, and lead campus-wide deployments. Actively engaged in IT security, minimizing vulnerabilities, and advancing cybersecurity and cloud integration strategies.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Helpdesk Supervisor
Miami Dade College- Padron Campus
Miami, FL
07.2023 - Current
- Lead a team of 8-12 IT Coordinators, Technicians, and Student Assistants, promoting consistent improvement in service request performance and first-call resolution rates.
- Streamline IT support workflows, reducing ticket resolution times by 15%-30% and improving service delivery efficiency.
- Drive operational excellence through project management, risk mitigation, and strong customer service focus; maintaining 90-95% satisfaction with prompt escalations and follow-ups.
- Developed and implemented a comprehensive collegewide onboarding solution for supervisors, optimizing new employee training processes and significantly reducing time-to-productivity.
- Contributed to the successful pilot of an internship program, now implemented organization-wide across Campus IT Help Desks, fostering talent development and operational support.
- Ensure compliance and data integrity as part of the PII Taskforce, collaborating with Information Security on audits, remediation, and designing secure cloud and on-premises architectures.
- Mentor team members to foster professional growth, and promote a culture of continuous improvement, leading to promotions and longer retention periods at the organization.
IT Coordinator
Miami Dade College - Padron Campus
Miami, FL
07.2022 - 07.2023
- Revamped print server configuration and management, optimizing security settings and functionality for over 80 printers, reducing support calls and errors, while enhancing campus-wide efficiency and department application performance.
- Managed software and hardware inventory, tracking assets, and ensuring up-to-date and compliant systems across departments.
- Revised and optimized campus kiosks, automation, and security restrictions to meet higher security standards. A total of 15 are currently in service on campus.
- Administered policies and procedures refurbishment for the department using Microsoft SharePoint to ensure proper day-to-day operations, with a customer service-driven philosophy.
- Collaboration and feedback to technicians to ensure policies and procedures are adhered to, with a customer service-driven philosophy to ensure high customer satisfaction, and minimal disruption.
IT Technician
Miami Dade College - Padron Campus
Miami, FL
09.2021 - 07.2022
- Analyze network issues, troubleshooting, and developing solutions to maintain organizational effectiveness.
- Amplified use of Kaseya ticketing for job accountability and high availability standards. Over 300 hours in creation and execution.
- Auditing in the WinPXE Deployment Toolkit initiative. Presently, is the official imaging sequence for all machines on-premise, with reliability and consistency. Can prepare 3-5 classrooms at a time.
- I partook in BitLocker encryption management on over 200 laptops to ensure the data integrity initiative from IT Security.
- Coordinated with the Active Directory Coordinator for the monthly inventory to ensure the accuracy of all machines on campus, eliminating false objects. A total of 600 machines are managed.
- Led building of 3D Printers and testing for quality assurance for student engineering Makerspace. along with training for receiving department employees.
Network Technician - Telepresence
Miami Dade College - Wolfson Campus
Miami, FL
10.2020 - 09.2021
- Implemented KANBAN Workflow, generating high efficiency and effectiveness for work fulfillment. Over 200 recorded tasks completed.
- Improved classroom high availability to meet COVID-19 virtual classroom demands.
- Crestron infrastructure exposure and troubleshooting.
- Managed Windows 10 desktop and laptop imaging procedures to ensure availability to users.
- Troubleshooting, installation, and maintenance of hardware or software, for computers, and printers.
Education
Master of Science - Information Systems - Cybersecurity
Florida International University
Miami, FL12-2024
BBA - Information Systems And Business Analytics
Florida International University
Miami, FL07.2022
Associate of Arts - Computer Information Systems
Miami Dade College
Miami, FL05.2020
Skills
- Helpdesk Administration and Support
- Automation
- Active Directory Proficiency
- Virtualization Security
- Vulnerability Management
- Endpoint Protection
- Identity and Access Management
- System Hardening
- Policy Enforcement
- Risk Management
Certification
- Business Specialist
- CCPA Essential Training
- CompTIA Security+ - Expected 2025
Timeline
IT Helpdesk Supervisor
Miami Dade College- Padron Campus
07.2023 - Current
IT Coordinator
Miami Dade College - Padron Campus
07.2022 - 07.2023
IT Technician
Miami Dade College - Padron Campus
09.2021 - 07.2022
Network Technician - Telepresence
Miami Dade College - Wolfson Campus
10.2020 - 09.2021
Master of Science - Information Systems - Cybersecurity
Florida International University
BBA - Information Systems And Business Analytics
Florida International University
Associate of Arts - Computer Information Systems
Miami Dade College
Similar Profiles
Jordan AlonsoJordan Alonso
Student Assistant at Miami Dade College, Padron CampusStudent Assistant at Miami Dade College, Padron Campus
Marcos MasipMarcos Masip
Trio Part Time Clerk at Miami Dade College, Padron CampusTrio Part Time Clerk at Miami Dade College, Padron Campus
RAMSES LOACESRAMSES LOACES
Senior Clerk at Miami Dade College, Wolfson CampusSenior Clerk at Miami Dade College, Wolfson Campus