Javier Senquiz
Glendale,NY
Summary
Technology driven, highly energetic technical support professional with excellent communication and problem-solving skills coupled with strong customer service experience.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
Georgia Pine Clothiers, LLC. DBA / J.McLaughlin
06.2019 - Current
- Provide exceptional customer service and technical support to all users, including executives, in the corporate office and 170 retail stores in the US.
- Respond to support issues and requests via desk side, remote, email, ticketing system, and Teams/chat.
- Manage the Help Desk ticketing system, Vorex, making sure IT dept is opening, updating, closing tickets in a timely manner, per SLA agreement.
- Troubleshoot all stores POS computers and connected equipment, Windows Surface tablets, and network connectivity with printers and WiFi.
- Troubleshoot all corporate user issues relating to laptops, network printers, software, VPN (remote), MFA (VPN, 365), software (MS Office), hardware and network issues.
- Active Directory – password resets, unlock accounts, modify/update accounts.
- MS Office 365/Exchange admin.
- Stage POS computers with Aptos for deployment to stores.
- Setup/build, image laptops and workstations/desks to user specifications.
- Configure store Sonicwall firewalls.
- Modify/edit and update Sonicwall firewalls, APs and switches.
- Assist in IT projects.
- Experience using ticketing system, Vorex (Kaseya) and ConnectWise.
- Experience using remote tools via Kaseya VSA, RDP and/or Teamviewer.
- Escalate complex network related issues to the network team and/or vendors.
- Send weekly KPI reports to the team and attend weekly meetings to discuss tickets and other important topics involving IT.
- Identify trends in issue reporting and come up with preventative solutions.
- Keep track of hardware inventory.
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Streamlined help desk operations for increased efficiency by implementing effective ticketing systems.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Generated reports to track performance and analyze trends.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and updated hardware, software and applications on Mac and PC devices.
IT Contractor – Helpdesk/Desktop Support
Forrest Solutions
05.2019
- Use of HEAT ticketing system to manage queue and resolve assigned incident tickets over the phone and/or in person in NYU Langone’s hospital environment
- Troubleshoot Samsung Android Tablets configured with MyWall in patient rooms
- Resolve technical issues with operating systems, software and hardware (computers, monitors, laptops, printers, iPads, iPhones, Android devices and specialized hospital equipment)
- Configure or Re-image DELL computers (SFFs, AIOs and WYSE Thin Clients) and laptops and deploy to users.
Computer Technician/Assistive Technology Assistant
Stepping Stone Day School
10.2010 - 04.2019
- Computer Technician Role Responsible for configuring and maintaining the function over 50 Windows desktops, laptops and netbook computers
- Including over 30 iPads and all other assistive technology hand held and touch screen devices
- Perform monthly maintenance and updates on desktops, laptops and iPads
- Technical support to all staff
- Troubleshoot and fix computer and printer issues, memory upgrades and hardware replacement
- Configure and deploy new computers and printers to classrooms
- Order new computers and printers for classrooms and offices
- Setup all audio-visual equipment for staff training and meetings
- Assistive Technology Assistant Role Program pages on communication devices such as iPads and Windows Devices using specialized software such as Boardmaker SDP, Touch Chat Editor and Compass to help children (non-verbal) and with disabilities communicate
- Make communication books with specific pages based on needs of a child
- Make stands and keyguards for iPads made out of Plexiglass/Acrylic sheet
- Adapt/modify toys with Battery Device Adapter to use with a switch.
PC/IMAC Technician
TEKsystems
01.2010 - 01.2011
- Weekend project for Barclays Capital trading floors - disconnect and reconnect all complex Windows and Bloomberg systems with multiple monitor connections
- Support traders following business day.
Client Services Specialist/Product Specialist
Time Warner Cable Inc.
04.2009 - 04.2010
- Customer Service Rep, handle all billing and troubleshooting calls in a call center environment
- Upgrade or downgrade services per client request
- Connect new client services or disconnect existing client services
- Troubleshoot all clients having issues with equipment over the phone
- Up sell additional products and services to clients in order to maintain the growth of the company.
PC Tech/Site Surveyor – Refresh Project
Innovative Technology Solutions, LLC
10.2006 - 02.2009
- Responsible for performing site surveys on all PCs and laptops that are due for an upgrade or refresh/replacement for North Shore/LIJ Health System
- Responsible for inspecting all sites regarding network connectivity and wireless access where new printers, laptops and PCs will be installed
- Record all information pertaining to a user’s PC or laptop that will be upgraded or replaced, e.g
- Contact information, PC/laptop name, processor speed, memory, all network configurations, local and network printers, applications, model and serial numbers
- Enter all data recorded from PCs and laptops into an Intranet PC Survey Website for approval
- Installation of new computers or peripherals.
Education
Associate of Applied Science - Network Administration & Security
LaGuardia Community College
Long Island City, NY07.2022
Skills
Technical Skills:
- Windows 10, 11, MacOS, Android, iOS, MS Office 2016, 365, VPN, MFA
- Windows Desktops/Laptops/Tablets, MacBook, iPhones
- Hardware & Software Installations, Upgrades, Troubleshoot
- Knowledge of Networking: TCP/IP, DHCP
- Active Directory
Certification
- Google IT Support Professional Certificate - 10/2023
Timeline
Help Desk Analyst
Georgia Pine Clothiers, LLC. DBA / J.McLaughlin
06.2019 - Current
IT Contractor – Helpdesk/Desktop Support
Forrest Solutions
05.2019
Computer Technician/Assistive Technology Assistant
Stepping Stone Day School
10.2010 - 04.2019
PC/IMAC Technician
TEKsystems
01.2010 - 01.2011
Client Services Specialist/Product Specialist
Time Warner Cable Inc.
04.2009 - 04.2010
PC Tech/Site Surveyor – Refresh Project
Innovative Technology Solutions, LLC
10.2006 - 02.2009
Associate of Applied Science - Network Administration & Security
LaGuardia Community College
Similar Profiles
Shannon GeiselShannon Geisel
Area Director at Georgia Foods LLC. DBA BojanglesArea Director at Georgia Foods LLC. DBA Bojangles
Blair WatkinsBlair Watkins
Director of Education Services at Education Affiliates (DBA Georgia Driving Academy)Director of Education Services at Education Affiliates (DBA Georgia Driving Academy)
Luke MarkoeLuke Markoe
Financial Analyst Intern at Pine Valley Investments, LLC. Pine Valley InvestmentsFinancial Analyst Intern at Pine Valley Investments, LLC. Pine Valley Investments