Open To Work
Jenci Gil
Brooklyn,NY
Summary
Dynamic professional with over 10 years of experience in desktop technology, end-user support, and IT strategy, demonstrating a strong ability to adapt to evolving technological landscapes. Proven track record of delivering effective solutions and enhancing user satisfaction, with a commitment to leveraging expertise in the Analyst role. Bilingual in English and Spanish, facilitating seamless communication across diverse teams and clients. Holds a valid driver's license, ensuring flexibility and mobility in various work environments.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Field Technician
Advantage Care Physicians (Mitchell Martin)
All Sites
03.2026 - Current
- Upgraded over 790 Aruba access points to Juniper access points through entire organization.
- Trace and tone dead signals and patch all required connections in MDF or IDF rooms ensuring connectivity to new devices.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Installed and maintained medical equipment, ensuring optimal performance in clinical settings.
- Conducted routine inspections and troubleshooting of devices to minimize downtime and enhance service delivery.
- Collaborated with healthcare teams to assess equipment needs and implement solutions aligned with patient care objectives.
- Developed standard operating procedures for equipment usage, enhancing compliance with regulatory standards.
Field Engineer/Desktop Support
LGA Airport Delta Airlines (Allsource)
Queens, NY
07.2022 - 11.2025
- Responsible for a broad scope of operational support and install, move, add, and change (IMAC) requests supporting the IT infrastructure in office environments, reservation centers, and airport locations.
- Responsible for implementation and support of desktop devices, applications, peripherals, telephone systems, network devices, airline specific equipment (Kiosk, Flight Information Display Systems, Ramp Information Display Systems) and multiple server platforms.
- Perform, as specified in the Service Request, the physical relocation of any IT infrastructure devices (PC workstations, peripheral devices, phones, network routers, airport devices, etc.)
- Perform upgrade services (adding to or changing a workgroup computer, workgroup peripheral, or software) as specified in the Service Request.
- Verify the asset in accordance with Delta policy prior to the move.
- Update asset management systems.
- Troubleshoot and resolve all hardware and software problems supported by Field Operations.
- Communicate with the Field Planning and Project Management organization. Duties may include research, providing input into work orders, and occasional assistance with site surveys.
- Perform preventative maintenance on operational devices.
- Coordinate external vendor services.
- Install, customize, maintain, test, and troubleshoot operating systems and other systems software.
- Provide on-site, and on-call 7x24x365 support, as needed.
- Provide technical support, as needed, to the enterprise.
- Configure, install, maintain, test, and troubleshoot hardware systems.
- Perform root cause analysis to quickly recover from service interruptions, and to prevent recurring problems.
- Implement changes to platforms with minimal impact to the business by following enterprise standards and procedures.
HELPDESK ANALYST LV 2
NYU Langone Hospital
Brooklyn, NY
03.2021 - 09.2021
- Supported over 1000 employees/doctors/nurses/patients with computer hardware, operation systems, networks and application software.
- Troubleshoot, install, and configure Howard Carts, Tele-med carts, desktops, laptops, tablets, printers, mobile devices (iPhone/Android) and software applications.
- Create tasks and escalate complex issues to other departments such as Clinical Engineering, and Windows Server Engineering etc.
- Resolved 100 escalated tickets in a month.
- Spearheaded projects like Wyse Management, Desktop Refresh, and TV replacements in the entire hospital.
- Work with the Network team to ensure devices connected or moved in IDF Closets are fully functional.
- Administer status and updates to end users and management.
HELPDESK ANALYST
Fordham University School of Law
New York, NY
04.2017 - 08.2020
- Handled 50+ daily inbound calls while providing superior customer service to customers as it pertains to account support, and technical support.
- Maintained support for over 3000 end users, (Faculty/Staff/Students).
- Worked the Help Desk providing PC and Mobile support, diagnosing, troubleshooting and resolving client issues with hardware/software maintenance, installations and upgrades.
- Provide first call resolution to over 89+ technical issues within a timely manner.
- Worked with Active Directory to reset passwords, unlock accounts; assign groups and devices to appropriate folders etc.
- Daily monitoring of virus and malware threats for over 3000 end users with Bitdefender Gravity Zone.
- Daily monitoring of Printers and printer systems to ensure functionality using ImageWare Enterprise Management Console.
- Prepared equipment for employee use, ensured proper installation of services, operating systems, software, IP phones, assigning access levels. etc.
- Implemented assistance via remote control service in order to install software or resolve technical issues with laptops, desktops, and mobile devices.
- Instruct and train new hires in use of various troubleshooting techniques, computer software, policies, procedures, e-mail, and use of equipment to all company standards.
Education
Associate of Science - Computer Technician Training
Associate's Degree - Network Administration and Security
01-2013
Skills
Network - Active Directory, DHCP and DNS Server, Group Policy management, 80211/ PAN/LAN/ design, configuration, and troubleshooting, Remote Desktop assistance; VPN, NAT, PAT, and VLAN configuration, VOIP, Cable Terminations,Patching, Testing, Labeling
Software - Windows XP-11, Mac OS X–Monterey, Linux, Windows image capture/deployment, Android OS expert user, Apple iOS expert user, MS Server 2012 R2, VMWare Workstation, Cisco Meraki Mobile Device management, DUO Mobile, Ivanti (Heat), AirWatch, WYSE Management, Log Me In, TeamViewer 14, Bitdefender Gravity Zone, Adobe, Fresh Service, Epic, ServiceNow, Juniper Mist
Hardware - Data encryption, backups, recovery, cleanups, and images; Mobile Device troubleshooting; PC/Laptop maintenance; Network Printer troubleshooting; Networking, Cable management, AV relocation/removal, Howard Medical Carts, Asset Management, Switches, Routers, UPS Power Supplies
Certification
A+
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteSalary Range
$63000/yr - $80000/yrTimeline
Field Technician - Advantage Care Physicians (Mitchell Martin)
03.2026 - Current
Field Engineer/Desktop Support - LGA Airport Delta Airlines (Allsource)
07.2022 - 11.2025
HELPDESK ANALYST LV 2 - NYU Langone Hospital
03.2021 - 09.2021
HELPDESK ANALYST - Fordham University School of Law
04.2017 - 08.2020
PER SCHOLAS - Associate of Science, Computer Technician Training
ASA COLLEGE - Associate's Degree, Network Administration and Security