Summary
Overview
Work History
Education
Skills
Technical Summary
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Timeline
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JC de Anda

Greenville

Summary

Dynamic Senior Tech Support Associate at Infosys with extensive expertise in end-user support and advanced troubleshooting. Proven ability to enhance customer satisfaction through effective communication and problem-solving. Skilled in network administration and mobile device management, consistently achieving service level agreements while fostering team collaboration. Seasoned Senior Technical Support Associate with strong background in troubleshooting and resolving complex technical issues. Skilled at providing customer-focused IT support and implementing strategic solutions to reduce downtime. Known for enhancing user experience through proactive problem solving and effective communication skills. Implemented improved processes that increased efficiency in previous roles, demonstrating adaptability and initiative.

Overview

19
19
years of professional experience

Work History

Senior Tech Support Associate

Infosys
05.2025 - Current
  • Perform troubleshooting, repair, and preventative maintenance of end-user computing equipment and peripheral equipment at the corporate location
  • Coordinate with the Local Asset Management team on the Refresh Schedule with Users
  • Work on Incidents and Tasks, and provide break-fix assistance
  • Provide onsite support to Authorized Users with operational and technical support, and to meet specified SLAs
  • Resolve incidents and problems associated with EUC equipment
  • Perform reactive troubleshooting to effectively identify potential incidents or problems and attempt to prevent them from occurring in the future
  • Support Authorized Users connecting or attempting to connect to the corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments
  • Provide repair and maintenance for mobile devices as needed
  • Install, upgrade, and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
  • Provide software break/fix services and replacement of non-warranty assets for end users
  • Provide network printers and scanner network connectivity, including providing network support for device configuration, IP addressing, and direct TCP/IP output
  • Provide warranty and break/fix support for networked printers and scanners
  • Configure and support end users on mobile computing platforms
  • Provide VIP support for equipment, including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc.
  • Create, change, and remove printer configurations and queues based on requests and in accordance with SLAs
  • Provide on-site hardware support for general troubleshooting and problems for end-user computing technologies
  • Provide telepresence and audio-video meeting support as needed
  • Provide regular, accurate, and timely feedback regarding customer requirements, which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel.
  • Utilize problem management database and systems to track and report on customer calls and requests.
  • Communicate technical information to technical and non-technical teams and customers.

Traveling Field Technician

Tenet Healthcare
06.2024 - 12.2024
  • Company Overview: The company's subsidiaries provide healthcare services through several free-standing and provider-based diagnostic imaging centers, free-standing emergency departments, urgent care centers, and ambulatory surgery centers.
  • Deployed to various states to establish newly acquired medical facilities.
  • Provided comprehensive software and hardware support to personnel.
  • Tracked and stacked new network equipment, collaborating closely with the networking team on routers, Switch and AP device configurations.
  • Set up specialized medical equipment, including Endo, Opto, and Pyxis systems.
  • Collaborated with site administrators to ensure a smooth and seamless transition process.
  • Worked closely with additional teams for other systems, software, and hardware.
  • The company's subsidiaries provide healthcare services through several free-standing and provider-based diagnostic imaging centers, free-standing emergency departments, urgent care centers, and ambulatory surgery centers.

Service Desk Analyst II

Highland Homes
10.2023 - 06.2024
  • Answer and respond to calls, emails, and in-person requests for technical assistance, inquiries, and other services.
  • Communicate and resolve issues in a professional and timely manner.
  • Adhere to established SLAs for calls and tickets.
  • Configure, deploy, and support various computers, networking, phones, mobile devices, audio-video, and other equipment and software related to the end-user computing environment.
  • Perform software installation and troubleshooting.
  • Assist with various projects as needed.
  • Other duties as assigned.
  • Travel to remote sites to troubleshoot and set up computers, printers, networking gear, and other computer-related equipment.
  • Serve as an initial escalation point for technical questions.
  • Act as technical liaison between third-party vendors and end users.
  • Perform regional inventory management.
  • Provide overflow support for inbound calls as needed.
  • Develop and maintain support-related documentation.

Field Support Technician/ Global Help Desk Analyst/ Sr Risk Analyst

CBRE
09.2014 - 04.2023
  • Recently ended as a senior risk Analyst.
  • Oversaw the daily operations for a specified location, including software, hardware, tape backups, phone administration, and the local area network.
  • Provided level I and II end-user support for software and hardware issues.
  • Troubleshot Desktop Virus and malware issues.
  • Maintained a daily backup of all network files.
  • May assist with some hardware issues.
  • Interacted and partnered with process/control owners to understand system controls and process steps.
  • Evaluated areas for improvement to internal standards to identify risks that fall outside CBRE's risk tolerances.
  • Performed service administration tasks for software and hardware products to ensure manufacturer warranty.
  • Troubleshot software and hardware problems through debugging, testing, and vendor assistance.
  • Assisted in purchasing new computer equipment and peripherals for a specific location.
  • Performed software and hardware inventory.
  • Basic administration of Phones and Voicemail systems for the site.
  • Provided detailed risk evaluations and assessments of the likelihood & impact of findings, vulnerabilities, and exceptions.
  • Managed a team of 4 employees to accomplish daily duties, including daily tick count, Asset recovery of old laptops, monitors, Keyboard, and Mouse, and created a waste disposal pick up.
  • Managed software deployment and bug patches and updates for software on end users' laptops.
  • Managed projects from procurement to commission.
  • Developed and initiated projects, managed costs, and monitored performance.
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
  • Entered service tickets into the incident tracking system to facilitate faster problem identification and resolution.

Customer Care Professional II

Brinks
12.2013 - 09.2014
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Logged call information and solutions provided into the internal database.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Helped a large volume of customers daily with a positive attitude and focused on customer satisfaction.

Technical Support

Research In Motion BlackBerry
09.2010 - 11.2013
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue-resolution strategies.

ATS SME (Advance Technical Support Subject Matter Expert), BCS Quality

Sprint Nextel
03.2006 - 09.2010
  • Acting Team lead, managing a team of ten to thirteen peers, providing feedback and observations.
  • ATS SME managing team in achieving team stat and goals.
  • Remote desktops to personal computers and handheld devices to ensure the device is configured.
  • Provide handset/network technical support to Sprint Nextel customers.
  • Support all devices from simple CDMA handsets to more advanced devices such as Treo's Pocket PCs and connection cards.
  • Participate in the development of web-based support tools for call centers.
  • Provide SME support to other technical support representatives.
  • Troubleshooting Windows Mobile devices and Android OS devices, assisting end users with Errors and Installation of Applications.
  • Provided Quality Control For support representatives.

Education

High School Diploma -

R.L Paschal High School
Fort Worth, TX
05-1997

Some College (No Degree) -

Tarrant College
Fort Worth, TX

Some College (No Degree) -

Brookhaven College
Farmers Branch, TX

Skills

  • Windows 9x
  • Windows NT
  • Windows 2000
  • Windows XP
  • Windows Vista
  • Windows 7
  • Windows 10
  • Mac OS
  • Treo’s pocket PC
  • CDMA handset
  • Connection cards
  • BlackBerry
  • IOS
  • Android
  • LAN Administration
  • WAN Administration
  • VPN
  • TCP/IP
  • 100BaseT Ethernet
  • C
  • A
  • HTML
  • Java
  • JavaScript
  • SQL
  • Norton Firewall
  • Norton Ghost
  • McAfee Virus Protection
  • Norton Virus Protection
  • HP
  • Lotus Notes
  • Microsoft Office Suite
  • MS Project
  • JAMF
  • DocuSign
  • Microsoft Active Directory
  • Salesforce
  • Sharepoint
  • Symantec Data Loss Prevention
  • Network troubleshooting
  • End-user support
  • Software installation
  • Hardware maintenance
  • Mobile device support
  • Customer relationship management
  • Incident management
  • Technical documentation
  • Problem solving
  • Effective communication
  • Team collaboration
  • Time management
  • Customer support
  • Backup and recovery
  • Hardware configuration
  • Advanced troubleshooting
  • Mobile device management
  • Security protocols
  • Remote support
  • Technical support
  • User guidance

Technical Summary

Windows 9x/NT/2000/XP/Vista/Windows 7, MS Exchange Server, Windows 10, Mac OS, Treo’s pocket PC, CDMA handset, Connection cards, BlackBerry, IOS, Android, LAN / WAN Administration, VPN, TCP/IP, 100BaseT Ethernet, C+, A++, HTML, Java, JavaScript, SQL, Norton Firewall and Ghost, McAfee/Norton Virus Protection Utilities, HP, Lotus Notes, Microsoft Office Suite, MS Project, JAMF, DocuSign, Microsoft Active Directory, Salesforce, Sharepoint, Symantec Data Loss Prevention

<Enter your own>

Title: Senior Tech Support Associate

Timeline

Senior Tech Support Associate

Infosys
05.2025 - Current

Traveling Field Technician

Tenet Healthcare
06.2024 - 12.2024

Service Desk Analyst II

Highland Homes
10.2023 - 06.2024

Field Support Technician/ Global Help Desk Analyst/ Sr Risk Analyst

CBRE
09.2014 - 04.2023

Customer Care Professional II

Brinks
12.2013 - 09.2014

Technical Support

Research In Motion BlackBerry
09.2010 - 11.2013

ATS SME (Advance Technical Support Subject Matter Expert), BCS Quality

Sprint Nextel
03.2006 - 09.2010

High School Diploma -

R.L Paschal High School

Some College (No Degree) -

Tarrant College

Some College (No Degree) -

Brookhaven College

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JC de Anda