Microsoft 365
Jeffrey Paredes
Perth Amboy
Summary
Detail-oriented IT Support Specialist with strong problem-solving skills and expertise in remote support. Proven ability to diagnose and resolve technical issues efficiently, enhancing user operations and improving system performance.
Overview
22
22
years of professional experience
Work History
IT Support Specialist
PtrikV LLC
Belford, NJ
01.2024 - Current
- Diagnosed and resolved network connectivity problems to enhance system reliability.
- Provided technical support for hardware and software issues, ensuring efficient user operations.
- Assisted in the implementation of IT policies and procedures to improve security protocols.
- Trained end-users on software applications, promoting effective utilization of resources.
- Maintained documentation of support requests and resolutions to ensure knowledge sharing.
- Conducted regular system updates and patch management to maintain optimal performance levels.
- 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.
- 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 the phone and in person.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Generated reports to track performance and analyze trends.
- Monitored system performance to identify potential issues.
- Helped streamline repair processes and update procedures for support action consistency.
- Daily use of our Remote Monitoring Management GUI for remote support for all our customers (one being Atlantic Dialysis). Maintained and monitored their whole organization by use of our RMM, Checkpoint and Meraki administrator portals.
- Implement and service VOIP phone systems (Nextiva) with most of customer companies.
Technical Services Manager
Innovative Document Imaging
East Brunswick, NJ
02.2004 - 10.2023
- Streamlined workflow processes, reducing response times for customer inquiries and increasing team productivity.
- Developed and implemented technical support strategies to enhance client satisfaction and operational efficiency.
- Oversaw training programs for new staff, fostering skill development and knowledge retention in technical services.
- Served as a trusted technical advisor for senior leadership, providing expert guidance on critical IT decisions that impacted the entire organization.
- Proactively addressed potential bottlenecks in the workflow enabling smoother project execution from start to finish.
- Diagnosed hardware and software issues to restore functionality for end-users.
- Maintained network infrastructure, ensuring optimal performance and security protocols.
- Configured and deployed workstations, ensuring compliance with organizational standards.
- Developed IT documentation and training materials to enhance team knowledge and service delivery.
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring on-site visits whenever possible.
- Performed troubleshooting and repaired peripheral devices such as printers, and scanners.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
- Configured and tested new software and hardware.
- Researched and identified solutions to technical problems.
- Responded to employee inquiries and provided technical assistance over the phone and in person.
- Tested new software and hardware prior to deployment.
- Monitored system performance to identify potential issues.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Operated high-speed scanning equipment to digitize documents accurately.
- Maintained quality control standards by conducting regular system checks on scanned material.
- Trained and mentored new operators on scanning processes and troubleshooting techniques.
- Streamlined workflows by implementing best practices for document organization and retrieval.
- Analyzed scanning output for inconsistencies, resolving issues proactively to maintain accuracy.
- Collaborated with team members to complete large-scale scanning projects within tight deadlines.
- Met critical project deadlines through effective time management skills and strong attention to detail in all scanning tasks.
- Streamlined workflow by maintaining and troubleshooting scanning equipment regularly.
- Maintained a clean, safe working environment through regular equipment maintenance checks and workstation housekeeping duties.
- Optimized imaging quality using advanced scanner settings, resulting in clearer, easier-to-read documents for end-users.
- Trained new employees on proper scanning procedures, contributing to a more efficient work environment.
- Improved data accuracy by meticulously reviewing scanned documents for errors and inconsistencies.
- Expedited the document retrieval process by implementing a standardized naming convention for digital files.
- Logistical planning and execution of digitization projects that spanned throughout the United States, and the United Kingdom.
- Contracted through the company by a customer whom purchased multiple Kirtas Book Scanners to be the in-house service technician and expert.
- Ran payroll for both hourly and salaried employees.
- Conducted a process called optical character recognition (OCR) on over 10 million pages to produce text searchable PDFs.
- Used a premade script to download multiple attachments from multiple emails to produce microfilm rolls for Bristol Myers Squibb.
- Implemented VOIP phone system (Nextiva) for the company.
Education
Bachelor of Science - Graphic Communications Technology
Kean University
Union, NJ05-2004
Skills
- Troubleshooting techniques
- Technical assistance
- Email management
- Ticket management
- Network diagnostics
- Issue troubleshooting
- Network configuration
- Software installation
- Remote assistance
Accomplishments
Created a number of scripts within the RMM to:
- retrieve reports from 1 or multiple devices or across organizations
- enable a ticketing system for technical support
Software
Abbyy Professional
Adobe Acrobat Professional
IrfanView
Timeline
IT Support Specialist
PtrikV LLC
01.2024 - Current
Technical Services Manager
Innovative Document Imaging
02.2004 - 10.2023
Bachelor of Science - Graphic Communications Technology
Kean University