John Lezcano
FEMA-VOC IT Specialist
Haymarket,VA
Summary
Proven IT support technician skilled in customer service, ticketing and video conferencing systems. Seeking to provide efficient protocols at FEMA Video Operations Center. At the FEMA-VOC, provided monitoring to over 1,000 endpoints and completed over 2,500 help desk tickets.
Overview
1
1
Language
4
4
years of post-secondary education
5
5
years of professional experience
Work History
IT Specialist
FEMA Video Operations Center
06.2019 - Current
- Provided IT support services, troubleshooting and system operation.
- Patched software and installed new versions to eliminate security problems and protect data
- Monitored systems in operation and input commands to troubleshoot areas
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
IT Support Technician
AT&T
06.2018 - 06.2019
- Monitored systems in operation and input commands to troubleshoot areas.
- Analyzed technical issues to identify troubleshooting methods needed for quick remediation.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Patched software and installed new versions to eliminate security problems and protect data
- Activated accounts for clients interested in new services
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
IT Help Desk Associate
Verizon Digital Media Services
01.2018 - 06.2018
- Created support service tickets and used web-based ticketing systems to deliver to track and deliver support services.
- Installed, serviced and upgraded over 150 Windows computers.
- Provided PC support to resolve client issues.
- Assisted IT support team in replacing over 25 hard drives.
Live Events Operator
Verizon
08.2016 - 06.2018
- Monitored over 250 live events for ESPN’s live streaming application.
- Communicated with over 50 live event producers to perform smooth broadcasts.
- Performed problem-solving skills and collaborated with ESPN’s technical operations to achieve minimum program latency.
Education
Bachelor of Arts - Communication Studies
Bridgewater College
Bridgewater, VA 01.2010 - 01.2014
Skills
Application installations
Technical issue analysis
Microsoft Office
Computer skills
Critical thinking
Hardware upgrades
Helpdesk call support
Technical Support
Videoconferencing
Ticket support system management
Issue troubleshooting
Timeline
IT Specialist
FEMA Video Operations Center
06.2019 - Current
IT Support Technician
AT&T
06.2018 - 06.2019
IT Help Desk Associate
Verizon Digital Media Services
01.2018 - 06.2018
Live Events Operator
Verizon
08.2016 - 06.2018
Bachelor of Arts - Communication Studies
Bridgewater College
01.2010 - 01.2014