Jerry Rego
Crandall,USA
Summary
Demonstrated expertise in providing technical support, focusing on resolving hardware, software, and network challenges through direct user interactions. Successful track record in collaborating with software development teams for error reporting and implementing fixes. Skilled in workstation configuration and software update management, contributing to enhanced security and operational efficiency. Effective communicator, improving help desk response times and user satisfaction through targeted support and training initiatives.
Overview
9
9
years of professional experience
Work History
IT Support Specialist III (Hybrid)
Populus Financial Group
Irving, TX
09.2024 - Current
- Supervise a team of service desk analysts, providing guidance and support to ensure the timely resolution of technical issues.
- Provide support with Windows, iOS, AWS, AD, O365, Azure Admin, Okta Admin with app permission and license for new hire account permissions, and as required by the users approved by managers, license distribution list, MFA setup, etc.
- Implemented a new ticketing system, resulting in an increase in efficiency and improved user satisfaction.
- Conference room setup with HP and Cisco project-meeting devices by teams.
- Administration works on printer network issues, VPN, MFA, O365, SharePoint, Business Central, Okta admin, AWS setup, Verizon MDM, Apple DM, Google Workspace, and cloud-managed order equipment, corporate office meeting room setup remotely, and in the office.
- Collaborated with cross-functional teams using the ServiceNow ticketing system to track requests and workflow. Create and maintain documentation to identify recurring issues, and implement proactive measures to prevent future incidents.
- Day-to-day tasks include maintaining morning meetings, following up with old and new tickets, setting up VPN connections with FortiClient for new hires, and including FortiToken setup for all, per request.
- Support HR with new hire employees, PCI, and account creation using Active Directory provisioning, proxy address, employee number, and adding them to the appropriate group for their job position.
- Create new hire templates that activate after PCI and drug test clearance from HR, by using the ServiceNow ticketing system.
- Coordinated with the Tanium platform for corporate and vendor procurement of hardware and software resources required by the service desk team, ensuring timely availability while optimizing costs.
- Established strong relationships with key stakeholders across the organization to ensure effective communication and collaboration on IT service delivery.
- Led incident response efforts during critical outages or major incidents, coordinating resources effectively to minimize downtime.
- Collaborated with cross-functional teams to identify recurring issues, and implemented proactive measures to prevent future incidents.
- Monitored service desk metrics and generated reports on key performance indicators (KPIs), such as average response time, first call resolution rate, and customer satisfaction scores.
- Led weekly team meetings to discuss challenges, share best practices, and provide updates on ongoing projects.
IT Service Desk Supervisor
AADVANTAGE Laundry Systems
Garland, TX
01.2022 - 09.2024
- 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.
- Engaged in user support interactions via chat and email platforms.
- Weekly meetings discuss new and upcoming onboarding and offboarding requests, performance, new policies, and information on new projects.
- Meeting in the conference room set up with a camera and projectors, using Poly and Cisco web meeting devices.
- We discussed the user's concerns about product usage, billing, and application to improve the user experience.
- Addressed user and customer service concerns and decided when to escalate problems to specialist team members.
- The application used WYSE client and configuration, Okta Admin, Google Admin, ServiceNow ITOM, Active Directory, Okta Admin, O365, JIRA Admin, MS O365 Admin, AWS, Azure Admin, Business Central Admin, MS Teams Admin, MS Excel, Slack Admin, LastPass, Pulse Secure VPN, Duo Authentication, Okta Authentication, Cisco VPN, MFA, Google Workspace and Cloud Authentication, Mosyle, FedEx shipment maintenance, iOS/Android device registration, and support for retail employees' credentials and access, warehouse employees' credentials, and PC or laptop whitelisting, etc., platforms to support front-end and back-end users.
- Follow the correct information on the new application with Confluence Knowledge articles, and create Knowledge articles.
- Create a new hire access account in AD and set up a new laptop/desktop with required licenses for individual environments.
- Create a shared mailbox for terminated employees' email accounts.
- Patched software and installed new versions to eliminate security problems and protect data.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Worked with the software development team on reported errors and bugs in newly released software, and assisted in the deployment of release fixes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Service Desk lll - Remote Technician
Pansophic Learning
Tysons Corner, VA
08.2021 - 01.2022
- Support Students with their login credentials in Okta and MS 365 SharePoint, Troubleshoot setup a daily school attendance application.
- Troubleshoot School provides laptops and iPads with study applications.
- Create tickets with AutoTask for issues escalated to the backend team for further resolution.
- Create tickets for replacement devices as Laptops, chargers, Ipads etc...
- Support schools, classrooms, projection screens, Speakers, network troubleshooting etc...
- Broke down and evaluate user problems, using test scripts, personal expertise, and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maintained and updated information in the customer service database.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Managed customers' expectations of support and technology functionality to provide a positive user experience.
- Provided on-call support for critical issues related to Microsoft Office applications and accounts.
Service Desk Support II - Remote
T-Mobile/Sprint
Frisco, TX
04.2020 - 08.2021
- Maintained updated on Sprint and T-Mobile knowledge through JIRA and SharePoint.
- Provided excellent service and attention to employees through phone conversations.
- Daily uses of the application required to complete tasks are Avaya One X and Active.Directory level II, Citrix VDI, ServiceNow ITOM, JIRA project management tools, AWS, Azure admin, Google Cloud Workspace, Outlook, MS Excel, Exchange admin, SharePoint, Power BI, VIP manager, Intercom, Cisco AnyConnect VPN, Skype for Business, Slack, Microsoft Teams, Jabber, MobileIron, LogMeIn, etc...
- Supports 40+ weblinks daily to assist employees with any issues related to Provide Access, devices such as iPads, Scanners, cash drawers, kiosk, network printers, internet troubleshooting, re-image Desktop/Laptop, Hardware diagnose and order.
- Supported Sprint/T-Mobile legacy department by compiling paperwork and taking detailed meeting minutes.
- Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
- Earned a reputation for good attendance and hard work.
- Created agendas and communication materials for team meetings.
- Improved operations by working with team members and customers to find workable solutions.
- Handled all delegated tasks, including Software and Hardware.
- Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
- Answered 30 to 40 calls per day to answer T-Mobile/Sprint employees' questions.
- Collaborated with others to discuss new migrations and new environment opportunities.
- Improved employee satisfaction by finding creative solutions to problems.
IT Help Desk l
Liberty Mutual
Plano, TX
08.2019 - 02.2020
- Helped streamline repair processes and update procedures for support action consistency.
- 60,000 Liberty Mutual employee support with 17,000 Scripts.
- The user supports with Office 2007-365 Outlook, Pulse secure VPN, RSA Security token, MobileIron, Skype for Business, VM/VDI / XenDesktop, Bomgar, Reimage desktop or laptop, Avaya One-X, Phone application support, Remedy, Citrix VM, Azure admin, Active Directory, Microsoft team, windows 7,10 and iOS environment, Windows Maintenance, Windows migration, etc...
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Removed and replaced malfunctioning components to correct hardware problems.
- Provided solutions to operations issues for users of Windows 7, 10 and IOS, working closely via phone, email, live chat and web teleconference with end users.
- Described software or hardware solutions to customers to assist in problem resolution.
- Engaged end users and answered questions via email, phone, website live chat and in forums.
- Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from the support team.
IT Desktop Support
Domino's Pizza, Inc
Silver Spring, MD
02.2019 - 07.2019
- Remove and replace malfunctioning components to correct hardware problems.
- Analyzed IBM store server and connection issues to identify troubleshooting methods needed for quick remediation.
- Install new Devices such as TV, Order PC's, Receipt printer, Printer, store computers, Modems, routers, setup new iPads, CCTV, etc...
- Broke down and evaluate user problems using test scripts, personal expertise, and probing questions.
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
- Monitored systems in operation and input commands to troubleshoot areas such as ping and Speed tests.
- Worked with the software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Engaged end users and answered questions via email, phone, website live chat and in forums.
- Developed and tested new product offerings prior to release to assist development teams in bug identification.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Documented all transactions and support interactions in the system for future reference and addition to knowledge base.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured hardware, devices and software to set up workstations for employees.
- Patched software and installed new versions to eliminate security problems.
IT Help Desk Support Specialist
FDA
Rockville, MD
10.2016 - 12.2018
- Morning stand-up meeting, working with tickets including testing. Share document access for customers and SharePoint support for guests. Microsoft Outlook 2016, O365 admin support, email support using Outlook, HP service desk, JIRA, Service Now, SAT, QC, QA, HP ALM, EPM, Citrix Etc.
- Provide quality service to CDRH customers in all assigned tasks, while upholding CDRH values always.
- Support all internal and external customers/ students with product training, knowledge and expertise.
- Provide solutions in a timely fashion for issues that may arise with all CSTAR products such as blackberry synchronized for data recovery, store contacts, new user setup etc.
- Log and track support calls in the designated CSTAR system(s) prioritize and escalate jobs as required ensuring customer satisfaction.
- Identify trends in the support calls and develop documentation to address these most often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
- Brief customers as well as management on the status of current resolution efforts and attend daily/ weekly meetings as requested or required.
- Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation.
- Access software updates, drivers, knowledge bases, and FAQ's resources on the Intranet to assist with end user's issues.
- Assist other teams to initiate, design and manage effective support solutions as directed by our business needs.
- Assist with the development and testing of newly designed products for operational integrity and function.
- Effectively communicate the ideas, expectations, and goals while working with and through others to achieve the desired result.
Education
Bachelors - Computer Science
University of Bangladesh
Dhaka, Bangladesh09.2015
Hybrid Computer Training - Computer Engineering
P.I.C.A.K. Computer Training Institute
Dhaka, Bangladesh12.2012
Skills
- Windows administration
- Active Directory
- AWS management
- Network troubleshooting
- Service desk operations
- Team collaboration
- Knowledge management
- Problem solving
- Effective communication
- Time management
- Project management
- Technical documentation
- Technical support
- Performance testing
- Technical troubleshooting
- Operating systems
- Remote support
- Network configuration
- Systems analysis
- Customer success management
- Application installations
- Antivirus software
- Mac systems
- Business development
- Technical issues analysis
- Windows xp/vista
- Knowledge base management
- Hardware and peripherals
- Incident tracking
- Security protocols
- Product knowledge
- Active listening
- Staff education and training
- Issue escalation
- MS office proficiency
- Desktop support
- System diagnostics
- Software installation
- Issue troubleshooting
- Account management
- Videoconferencing
- User support
Languages
Bilingual
Personal Information
Citizenship: US Citizen
Timeline
IT Support Specialist III (Hybrid)
Populus Financial Group
09.2024 - Current
IT Service Desk Supervisor
AADVANTAGE Laundry Systems
01.2022 - 09.2024
Service Desk lll - Remote Technician
Pansophic Learning
08.2021 - 01.2022
Service Desk Support II - Remote
T-Mobile/Sprint
04.2020 - 08.2021
IT Help Desk l
Liberty Mutual
08.2019 - 02.2020
IT Desktop Support
Domino's Pizza, Inc
02.2019 - 07.2019
IT Help Desk Support Specialist
FDA
10.2016 - 12.2018
Bachelors - Computer Science
University of Bangladesh
Hybrid Computer Training - Computer Engineering
P.I.C.A.K. Computer Training Institute