Jhon Frades
Las Vegas,NV
Summary
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
6
6
years of professional experience
Work History
IT Market Engineer I
Caesars Entertainment
03.2023 - Current
- Installed, configured, tested and maintained operating systems, application software, and system management tools
- Used ticketing systems to manage and process support actions and requests
- Managed high levels of call flow and responded to technical support needs
- Responded to customer inquiries and provided technical assistance over phone and in person
- Maintained servers and systems to keep networks fully operational during peak periods
- Monitored system performance to identify potential issues
- Diagnosed and troubleshot hardware, software and network issues
- Researched and identified solutions to technical problems
- Patched software and installed new versions to eliminate security problems and protect data
- Installed and configured operating systems and applications
- Liaise with vendors and other IT personnel for problem resolution
- Plan and coordinate project schedules, goals and milestones and make project assignments
- Create technical documentation as needed and report on progress of project
- Design and deploy new applications and enhancements to existing applications, software, and operating systems.
IT Support Specialist II
Caesars Entertainment
09.2022 - 03.2023
- Wrote and reviewed tickets to request maintenance to various types of equipment
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Created help desk tickets, troubleshot and resolved desktop issues
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Prepared new computers according to internal policies on standardized software and security deployments
- Determined hardware and network system issues using proactive troubleshooting techniques
- Used ticketing systems to manage and process support actions and requests such as ServiceNow
- Delivered onsite technical support for 5000 employees
- Responded to customer inquiries and provided technical assistance over phone and in person
- Installed and configured operating systems and applications
- Configured hardware, devices, and software to set up work stations for employees
- Network port activation.
IT Support Specialist I
Caesars Entertainment
12.2021 - 09.2022
- Wrote and reviewed tickets to request maintenance to various types of equipment
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Created help desk tickets, troubleshot and resolved desktop issues
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Prepared new computers according to internal policies on standardized software and security deployments
- Determined hardware and network system issues using proactive troubleshooting techniques
- Used ticketing systems to manage and process support actions and requests such as ServiceNow
- Delivered onsite technical support for 5000 employees
- Responded to customer inquiries and provided technical assistance over phone and in person
- Installed and configured operating systems and applications
- Configured hardware, devices, and software to set up work stations for employees
- Network port activation.
IT Support Specialist
My Next Career Path Staffing
08.2021 - 12.2021
- Worked as Contractor for World Series of Poker
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Created help desk tickets, troubleshot and resolved desktop issues
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Server Assistant
House of Blues Las Vegas
08.2020 - 11.2021
- Bussed tables between courses and load and unloaded trays to expedite tasks
- Assisted with dining room set up prior to and after service period
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
IT Technical Support
Hakkasan Holdings LLC
03.2020 - 03.2020
- Maintained office PCs, networks and mobile devices
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web
- Configured systems according to prescribed software and hardware frameworks.
Server Assistant
OYO Hotel & Casino Las Vegas
08.2018 - 03.2020
- Bussed tables between courses and load and unloaded trays to expedite tasks
- Assisted with dining room set up prior to and after service period
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
Education
Information Technology -
Rogationist College
Tagaytay City, PhilippinesSkills
- Hardware maintenance
- Software Installation
- Desktop and Application support
- Command shell and Powershell Scripting
- Active Directory administration
- Proficient in MS Office: Outlook, Word, and Excel
- Experience with SCCM
- ServiceNow
- Point of Sale (Agilysis and Shift4)
- AS400 (LMS and CMS)
- Knowledgeable in Casino software such as Bravo and SDS
- Computer Networks
- Microsoft Windows server
- SQL Server
- Vendor and Client Relation
Timeline
IT Market Engineer I
Caesars Entertainment
03.2023 - Current
IT Support Specialist II
Caesars Entertainment
09.2022 - 03.2023
IT Support Specialist I
Caesars Entertainment
12.2021 - 09.2022
IT Support Specialist
My Next Career Path Staffing
08.2021 - 12.2021
Server Assistant
House of Blues Las Vegas
08.2020 - 11.2021
IT Technical Support
Hakkasan Holdings LLC
03.2020 - 03.2020
Server Assistant
OYO Hotel & Casino Las Vegas
08.2018 - 03.2020
Information Technology -
Rogationist College