Jesus Balmaseda Alvarez
Forest Park,GA
Summary
Proficient Desktop Support Analyst familiar with both Windows and Apple desktops. Good troubleshooting and diagnostic abilities paired with experience in hardware updates, software patching, and device configuration. Desiring a long-term position with room for career growth. Flexible Desktop Support Specialist ready to excel in any operational structure and enhance all support departments. Talented at discerning root causes and deriving solutions even with minimal information and physically restricted system access. Skilled provider of service via in-person interactions or remote support solutions.
Overview
20
20
years of professional experience
Work History
Desktop Support Analyst
MM
10.2020 - 05.2022
- Setup and install new laptops and desktop.
- Image/re-image laptops and desktop.
- Support Dell users.
- Support user's Microsoft Office 365 and Microsoft Office 2016.
- Support Network issues.
- Support user’s OS remotely via Rescue Me (LogMeIn), Remote Desktop Connection (RDC) and SCCM Remote Control.
- Manage user’s account on Active Directory (AD).
- Enroll users devices on Intune account ( Microsoft Azure Directory).
- Support/Install/Configure Cisco IP Phones and Conference Phone System.
- Create document support for better user’s assistance and guidance.
- Validates all hardware and software requirements in advance of the scheduled deployment date.
- Support VPN Connection in applications (Global Protect and Cisco AnyConnect).
- Traders application support ( QST, PropheTx, Eikon,).
- Resolve and document Incidents and Task tickets before SLA breach on Fresh Service ticketing system.
- Verifies and validates end user backup and restoration of data in OneDrive Applications.
- Provides physical surplus and removal of end user devices including laptops, desktops, engineering workstations and mobile devices.
- Provides basic technical assistance and support while at an end user's desk which may include basic triage and resolution of issues and answering end user 'how to questions’.
- Document and update all service tickets and work orders in Fresh Service.
- Maintaining stock inventory in up to date every month.
- Troubleshoot TCP/IP and mapping of network drives and connection issues with LAN/WAN.
- Setup Corporate devices (iPhone, iPad).
- Apply OS patches and upgrades on a regular basis and upgrade administrative tools and utilities.
- Configure/Add new services as necessary.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Offered assistance in implementing and developing training programs.
- Installed, configured and maintained computer systems and network connections.
Mobile Phone Technician
LDC
10.2011 - 08.2020
- Reset and restored mobile operating systems such to factory default settings to correct software-based faults.
- Offered guidance to consumers on purchasing mobile phone accessories.
- Backed up and restored user data to replacement devices, maintaining strict customer privacy protocols.
- Provided diagnostic estimates for repairs, tracking malfunctions and breakage to draft repair cost estimates.
- Applied external accessories such as screen protectors, skins and more.
- Installed wiring, cabling and networking hardware on customer premises.
- Worked closely with network administrators and server engineers to deliver quality service.
- Installed and configured new devices and system components.
- Responded to service requests during and after business hours.
- Coordinated installation of new users and relocations of existing users.
- Researched and recommended network and data communications hardware and software.
Computer Teacher Elementary School
Ministerio De Educacion De Cuba
09.2002 - 07.2011
- Trained and developed students' skills in word-processing, spreadsheet and database programs.
- Communicated with students to discuss progress and need for tutoring and extra assistance.
- Managed and maintained computer systems, equipment and mobile devices by troubleshooting hardware and software issues, cleaning out keyboards and wiping down computer surfaces.
- Processed software and hardware by coordinating user setups, installations and upgrades.
- Attended professional development technology courses to increase knowledge base and learn new information.
- Set up computers and networking systems, delivering step-by-step instructions on basic use.
- Designed classes on [Software] for students.
- Strengthened communication skills through regular interactions with others.
- Worked effectively in fast-paced environments.
Education
Bachelor of Science - Computer Science
Universidad Tecnológica De La Habana José Antonio
La Habana ,Cuba07.2011
Skills
- Peripherals maintenance
- Networking experience
- Software installations
- Remote assistance
- Diagnostics abilities
- Documentation skills
- Mobile devices
- Hardware upgrades
- Hardware configuration
- Software upgrades
- Technical troubleshooting
- Hardware diagnostics
- Customer support needs assessment
- Equipment repair
- Computer maintenance
- Service desk support
- LAN/WAN
- Application installations
- Call Center Operations
Languages
English
Professional
Spanish
Native/ Bilingual
Timeline
Desktop Support Analyst
MM
10.2020 - 05.2022
Mobile Phone Technician
LDC
10.2011 - 08.2020
Computer Teacher Elementary School
Ministerio De Educacion De Cuba
09.2002 - 07.2011
Bachelor of Science - Computer Science
Universidad Tecnológica De La Habana José Antonio
Similar Profiles
Gerd BlitzGerd Blitz
Director at P + W Vermögensgesellschaft, MM Fleisch und MM FrischdienstDirector at P + W Vermögensgesellschaft, MM Fleisch und MM Frischdienst
Diana RamgobinDiana Ramgobin
CEO at MM Group EntertainmentCEO at MM Group Entertainment
Boikgantsho MalepeBoikgantsho Malepe
Shop Assistant at MM BoutiqueShop Assistant at MM Boutique