John Lopez
Miami,FL
Summary
Motivated and adaptable professional eager to leverage skills in customer service and Information technology to contribute meaningfully to your organization. Committed to delivering exceptional support and resolving issues effectively, while promoting a collaborative team environment. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technology Service Associate Level 2
Mount Sinai Medical Center
11.2024 - Current
- Delivered exceptional technical support by resolving an average of 10 user tickets daily, addressing inquiries and complaints efficiently to ensure high customer satisfaction.
- Oversaw and maintained IT systems for 12 operating rooms, each equipped with 3 computers, totaling 36 critical-use machines.
- Configured smartphones, tablets, and other mobile devices using MDM platforms Intune and MobileIron.
- Provide Tier 1–2 support for mobile device issues, including connectivity, policy conflicts, and app performance.
- Supported the installation and organization of Ethernet cables in patch panels and network switches.
- Performed basic cable patching and troubleshooting for network connectivity issues.
- Onboarded and mentored new team members to ensure successful integration and productivity.
- Performed system reimaging and basic troubleshooting on PACS machines, supporting clinical workflows across an entire imaging department with 30 computers.
- Contributed to an organization-wide Windows OS upgrade, reimaging and migrating an average of 10 computers per day from Windows 10 to Windows 11 with minimal disruption to end users.
- Led audiovisual setup and troubleshooting for high-level meetings attended by the hospital CEO and leadership team.
- Served as Lead Technician for Priority 1 and 2 incidents, resolving an average of 5 critical tickets daily to minimize downtime and ensure continuous healthcare operations.
- Oversaw and supported over 3,000 computers across the hospital, including administrative offices, clinical areas.
- Provided IT support for two resident training labs (40 computers total), ensuring testing links were accessible by configuring firewall settings and offering on-site assistance during exams.
Help Desk On-Site Technician
I-Tech
01.2023 - 01.2024
- Supported over 500 students and staff with hardware/software issues, minimizing downtime.
- Installed 20+ Promethean boards; conducted training sessions for effective use.
- Managed school's Avaya IP phone system and network infrastructure via Meraki.
- Provided support for 250+ iPads using Mosyle MDM and maintained tech inventory.
- Application-level expertise, serving as a liaison between users and IT Systems Analysts or vendors to ensure effective communication and resolution.
- Conducted and maintained up to date inventory of all software/applications.
- Consistently resolved and closed an average of 12 support tickets per day, ensuring timely and effective solutions to user issues.
Customer Service Specialist
Florida Blue
01.2015 - 01.2023
- Delivered exceptional customer service, effectively resolving inquiries and complaints.
- Build strong client relationships to ensure high satisfaction and retention rates.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Education
High school diploma -
Coral Gables Senior High School
01.2015
Skills
- 2024-Microsoft Azure Fundamentals AZ-900
- 2024-CompTIA Network ce
- 2024-Google Certified Educator level 1
- Certified in Cybersecurity (CC) ISC2
- Comptia Security (In progress)
Certification
- 2023 - CompTIA A+ Certified
- 2024-Microsoft Azure Fundamentals AZ-900
- 2024-CompTIA Network+ ce
- 2024-Google Certified Educator level 1
- Certified in Cybersecurity (CC) ISC2
- Comptia Security+ (In progress)
LANGUAGES
English Native or Bilingual
Spanish Native or Bilingual
Timeline
Technology Service Associate Level 2
Mount Sinai Medical Center
11.2024 - Current
Help Desk On-Site Technician
I-Tech
01.2023 - 01.2024
Customer Service Specialist
Florida Blue
01.2015 - 01.2023
High school diploma -
Coral Gables Senior High School