Jefferson Phanor
Brooklyn,NY
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Desktop Support Technician
Esp Global
02.2025 - Current
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Tested new software and hardware prior to deployment.
- Developed and implemented preventive maintenance procedures.
- Researched and identified solutions to technical problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Worked with various systems, software, and peripherals, and various types of games.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Maintained servers and systems to keep networks fully operational during peak periods.
Information Technology Support Specialist
Department Of Education
09.2024 - 02.2025
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Helped streamline repair processes and update procedures for support action consistency.
Technician
National Reprographics Inc
08.2023 - 08.2024
- Perform regular maintenance checks, replace parts, and conduct repairs to preserve equipment functionality
- Conduct equipment diagnostics to identify operational issues and recommend corrective actions
- Document service and installation actions by completing detailed forms and reports
- Inspect and test machinery to detect malfunctions and ensure optimal performance
- Utilize a variety of handheld and power tools for troubleshooting equipment and systems
- Perform upgrades on existing systems with the latest operating system releases and applications
- Research and order necessary parts to complete repairs efficiently
- Communicate effectively with customers and sales representatives to determine service and scheduling needs
- Read manufacturers' schematics and technical bulletins to effectively address complex repair tasks
- Installed printer drivers, configured network settings, and updated firmware for various printers
- Performed troubleshooting and diagnosis on malfunctioning equipment.
Associate Technician
Revivn
04.2023 - 04.2024
- Inspect and test machinery to detect malfunctions and ensure optimal performance
- Conduct equipment diagnostics to identify operational problems and recommend appropriate solutions
- Verify product performance in line with defined criteria to maintain quality standards
- Read manufacturers' schematics and technical bulletins to troubleshoot and resolve complex repair issues
- Research and order necessary parts to complete repairs efficiently
- Document service and installation actions by completing accurate forms and reports
- Provided technical support to customers with hardware and software issues
Senior Computer Technician
World Wide Tech Services
02.2021 - 12.2022
- Consulted with other technicians on major hardware and software issues to find effective solutions
- Assessed malfunctions of computer applications and determine appropriate actions to maintain computer
- Reviewed, configured, updated, and implemented software to safeguard critical systems, information, and data
- Managed the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems
- Performed preventative maintenance to optimize technological operations
- Assisted with installing, maintaining, and troubleshooting various technologies and applications
- Conducted software tests to confirm proper functionality and detect errors
- Determined parts necessary for computer repairs after thorough testing of systems
- Installed, configured, maintained, and repaired desktop computers, laptops, and peripherals according to company standards
Education
BACHELOR OF SCIENCE - COMPUTER NETWORKING
New York City College of Technology
Brooklyn, NY05.2022
Skills
- Help Desk
- Microsoft Windows
- Microsoft Windows Server
- Computer hardware
- Customer support
- LAN
- Operating Systems
- DHCP
- Active Directory
- IT support
- Microsoft Office
- Technical support
- Application support
- End-user account management
- Incident management
- End-user training
Certification
- CompTIA A+, 02/01/24, Present
- Epson Amc repair licence, license to repair all Epson Amc printer models, 02/01/24, Present
- Lenovo repair certificate, Certificate to repair Lenovo model laptop and desktop, 01/01/22, Present
Timeline
Senior Desktop Support Technician
Esp Global
02.2025 - Current
Information Technology Support Specialist
Department Of Education
09.2024 - 02.2025
Technician
National Reprographics Inc
08.2023 - 08.2024
Associate Technician
Revivn
04.2023 - 04.2024
Senior Computer Technician
World Wide Tech Services
02.2021 - 12.2022
BACHELOR OF SCIENCE - COMPUTER NETWORKING
New York City College of Technology
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