John DelRio Magana
San Diego
Summary
Dynamic IT Technical Support Specialist with a proven track record at San Diego Credit Union, excelling in network troubleshooting and hardware installation. Adept at enhancing operational efficiency through effective remote support and Active Directory management. Recognized for delivering timely solutions and fostering strong vendor relationships to optimize IT resources.
Overview
19
19
years of professional experience
Work History
IT Technical Support Specialist I
San Diego Credit Union
San Diego
03.2022 - Current
- Provided technical support for hardware and software issues across credit union branches.
- Assisted staff with troubleshooting network connectivity and system performance problems.
- Managed IT ticketing system to prioritize and resolve user inquiries efficiently.
- Collaborated with vendors to ensure timely delivery of IT resources and services.
- Developed user guides and documentation for common technical procedures and FAQs.
- Supported system upgrades and maintenance to enhance operational efficiency within the organization.
- Tracked progress of service requests using ticketing system while providing timely updates to customers.
- Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
- Performed maintenance and upgrades to existing computer systems as needed.
- Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
- Documented technical information such as troubleshooting steps taken during issue resolution process.
- Created detailed technical documentation for IT processes and procedures.
- Configured user accounts in Active Directory and other directory services platforms.
- Deployed new computers for end users by installing operating systems and applications according to company standards.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Desktop Support Engineer
Northrup Grumman
San Diego
05.2021 - 02.2022
- Provided technical support for desktop hardware and software issues.
- Diagnosed and resolved user connectivity problems in network environments.
- Assisted in the installation and configuration of operating systems.
- Conducted regular system updates and software patch management tasks.
- Documented support procedures and solutions in knowledge base articles.
- Installed, configured and maintained computer hardware, software and peripherals.
- Troubleshot network connectivity issues for both wired and wireless connections.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Collaborated with other teams within the organization to resolve complex incidents quickly.
- Resolved printer, scanner, and other peripheral device issues, maintaining operational efficiency.
- Managed Active Directory user accounts, groups, and permissions, enhancing system security.
Client Support/Desktop Engineering Technician
EDF Renewables
San Diego
12.2013 - 04.2021
- Develop and Setup standard operating procedures
- Level I and II hardware and software support
- Create base image for computer systems using Acronis
- Setup and deploy new laptop and desktop systems
- On-board and Off-Board users from Active Directory
- Manage accounts in SAP
- Perform account and computer object maintenance in Active Directory
- Troubleshoot wired and wireless connectivity issues
- Manage and maintain printer fleet nation wide
- Configure HP MFP with SMTP and LDAP
- Setup and configure ShoreTel accounts
- Setup and Configure ShoreTel Phones
- Dispatch to new or existing remote office for hardware installation and setup
Desktop Support Analyst
Do IT Smarter
San Diego
01.2007 - 08.2010
- Document, research and resolve hardware issues.
- Document, research and resolve various software issues
- Manage and Maintain Active Directory
- Upgrade, update and/or re-image workstation and server software onsite and/or remote
- Upgrade and/or update workstation and server hardware onsite
- Manage and maintain nightly backups
- Liaison to various vendors to resolve hardware and software issues
- Research and recommend new technology
- Perform new workstation setups
- Assist end users with workstation software and hardware issues by phone, email, remote and/or in person
- Research and recommend course of action on LAN/WAN issues
Education
Microsoft Applications Specialist Certification - Outlook
San Diego, CA01.2007
HDI Support Center Analyst - Certification
Microsoft Certified Systems Engineer Courses -
Micro Skills
San Diego, CAHigh School Diploma -
Mira Mesa High School
San Diego, CASkills
- Network troubleshooting
- Hardware installation
- Software configuration
- Remote support services
- Operating system support
- Remote desktop support
- VoIP systems
- Printer support
- Application support
- Remote support
- System maintenance
- Active Directory management
Technical Summary
Dell Workstations and Server, Dell Printers, Lenovo Laptops and Workstations, Epson Receipt Printers, NEC ACD, HP LaserJet Printers, HP Multi-Function Printers, TCP/IP, LAN/WAN, Cable and DSL, Routers, Wireless Routers, KVM, PALM, Linksys Routers, Netgear Routers, HP and Linksys Switches, Microsoft Windows 95, 98, 2000 Professional, XP, Vista, Windows 7, 10, 2000 Server, 2003 Server, Open Solutions, Symitar, Microsoft Word, Excel, Outlook, Visio, PowerPoint, MX Logic, Trend Micro, Backup Exec, SAP, Workshare Compare, Adobe Acrobat, MS SCCM, KACE
Timeline
IT Technical Support Specialist I
San Diego Credit Union
03.2022 - Current
Desktop Support Engineer
Northrup Grumman
05.2021 - 02.2022
Client Support/Desktop Engineering Technician
EDF Renewables
12.2013 - 04.2021
Desktop Support Analyst
Do IT Smarter
01.2007 - 08.2010
Microsoft Applications Specialist Certification - Outlook
HDI Support Center Analyst - Certification
Microsoft Certified Systems Engineer Courses -
Micro Skills
High School Diploma -
Mira Mesa High School