Jay Escalona
Little River,SC
Summary
Experienced Technical Support professional with 15+ years of experience providing remote and on-site support for hardware, software, and networks. Proven ability to diagnose and resolve technical issues quickly and efficiently while providing excellent customer service.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Technical Support
Delta Galil USA
01.2014 - 08.2024
- Acted as an escalation point for 7 Technical Support Techs
- Provided technical support to company executives, resolving technical issues promptly to ensure productivity
- Provided support to 160 in-house users and 450 remote users
- Managed Active Directory and Mailbox creation in Exchange
- Managed IT inventory and equipment orders, including iPhones
- Troubleshot software, hardware, and network issues
- Troubleshot MAC-related issues
- Provided video conference support globally via Teams, Zoom, and WebEx
- Monitored, upgraded, and patched Windows Servers
- Managed and updated Avaya and Cisco VOIP systems
Lead Technical Support
Hudson News Company
01.2009 - 01.2014
- Managed equipment deployment/upgrading for clients
- Managed user accounts via Active Directory
- Provided senior-level technical support for remote access users using proprietary software and Cisco and SonicWall VPN software
- Supervised a Helpdesk team of 3 Level I Techs, 3 Level II Techs, and 1 System Administrator
- Acted as point of contact for various vendors
- Performed daily backups
- Administered Blackberry devices with BES and BIS
- Configured Exchange Active Sync for iPhone email services
- Assisted users with network connectivity issues
- Coordinated equipment orders from staff
- Supported servers alongside the System Administrator
- Provided email, desktop, and LAN support for over 1,000 clients.
Field Technician
Tahas Technologies
01.2006 - 01.2009
- Built Windows Server 2003 hardware and OS installations
- Performed data backups, restorations, scheduling, and documentation
- Monitored and supported MS Exchange servers
- Troubleshot personal computers and peripheral equipment
- Installed and configured peripherals: scanners, modems, tape backups, printers, SCSI devices, hubs, switches, and digital imaging devices
- Assigned user accounts and granted permissions to shared resources
- Ensured data protection via permission settings
- Installed, diagnosed, repaired, and upgraded computer systems and software
- Analyzed and monitored network efficiency and effectiveness
- Monitored server disk space availability
- Installed, configured, and updated server-based applications, including accounting systems and records databases.
2nd Level Remote Access Support/2nd Level Desktop Support
CitiGroup
01.2004 - 01.2006
- Provided 2nd level technical support for remote access users using proprietary software
- Reset passwords for various applications, including Exchange, Windows, and Novell accounts
- Troubleshot dial-up and broadband connections across various OS environments
- Provided 1st level support for Blackberry and smartphones
- Assisted users with connectivity issues and password resets
- Provided desktop support for corporate users
- Used PCAnywhere/PC VNC/NetMeeting for remote desktop assistance
- Assisted users with network connectivity, IP address renewal, and software/hardware issues
- Installed and troubleshot various desktop software, including Microsoft Office and proprietary applications.
Help Desk/Desktop Support
General Motors
01.2001 - 01.2004
- Created and administered Windows user accounts in Active Directory and NT Domain
- Implemented and deployed new remote access capabilities for staff
- Led a project to provide WiFi service throughout the building
- Ensured timely ticket escalation
- Managed user accounts in regional offices across the US
- Provided 2nd level technical support for onsite and remote access users
- Supported remote users via PCAnywhere, NetMeeting, and RDP
- Performed nightly server backups
- Administered Blackberry and Palm devices for POP email service
- Provided email, desktop, remote access, and LAN support
- Troubleshot Lotus Notes, MS Office Suites, Windows 2000, and other break/fix issues.
Education
Certification in Network Engineer - Network And System Administration
The Chubb Institute
New York, NY01.2001
H.S. Diploma -
Grover Cleveland High School
Ridgewood, NY01.1995
Skills
- Windows Server 2016, 2019, 2022
- Windows 10, 11
- MacOS
- Network/Local Printers
- IPhone
- IMac
- MacBook
- DHCP
- TCP/IP
- WINS
- SonicWall
- Fortinet
- Hubs
- Switches
Certification
Microsoft Certified Systems Administrator (MCSA)
Timeline
Senior Technical Support
Delta Galil USA
01.2014 - 08.2024
Lead Technical Support
Hudson News Company
01.2009 - 01.2014
Field Technician
Tahas Technologies
01.2006 - 01.2009
2nd Level Remote Access Support/2nd Level Desktop Support
CitiGroup
01.2004 - 01.2006
Help Desk/Desktop Support
General Motors
01.2001 - 01.2004
Certification in Network Engineer - Network And System Administration
The Chubb Institute
H.S. Diploma -
Grover Cleveland High School
Microsoft Certified Systems Administrator (MCSA)
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