John Robles
The Bronx,NY
Summary
Knowledgeable IT Support Technician with solid background in troubleshooting technical issues and providing exceptional user support. Proven track record in efficient problem resolution for diverse software and hardware environments. Demonstrated expertise in customer communication and technical documentation.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Help Desk Engineer
WCA Technologies, Inc.
08.2023 - 11.2024
- Create and support Help Desk tickets, troubleshoot and resolve computer issues
- Monitor Help Desk ticket board through ConnectWise Manage
- Remote into client desktops and laptops through ConnectWise Automate, LogMeIn Client and LogMeIn Rescue
- Determine hardware and network system issues using effective troubleshooting techniques
- Deliver onsite technical support for company clients
- Grant permissions for client requests, via Auto Elevate
- Assist with multifactor authentication inquires such as Duo and Microsoft Authenticator
- Process Onboard and Offboard requests through Rewst
- Configure desktops and laptops for onboarding employees
- Assist with secure messaging inquires through Mimecast
- Assist with printer inquires through Printer Logic
- Review and take action through incident alerts in Sentinel One and Webroot
- Install driver and software updates for clientele use
- Manage user accounts and devices through Active Directory and Microsoft Azure
Junior IT Technician
Hartog Jacobs LLC
12.2021 - 08.2023
- Create and support Help Desk tickets, troubleshoot and resolve computer issues
- Monitor Help Desk ticket board through ConnectWise
- Remote into client desktops through ConnectWise Remote Control
- Determine hardware and network system issues using effective troubleshooting techniques
- Deliver onsite technical support for company clients
- Grant permissions for client requests
- Configure hardware for onboarding employees
- Offboard client employees via Microsoft Office and Azure
- Sync and manage client devices through Microsoft Azure
- Enroll devices to be Intune through Microsoft Azure
- Install driver and software updates for clientele use
Technical Support Coordinator
G.A.L. Manufacturing
05.2015 - 11.2021
- Work and assist with Customer Service and Quality Control departments
- Assist other departments with technical inquiries via phone or email
- Documenting department calls daily
- Generating company product orders for customers
- Assist customer email inquiries with resolutions in a timely manner
- Generating and completing Help Desk Tickets through Salesforce
Entry Level Desktop Technician
Canaccord Genuity
01.2012 - 04.2015
- Technical support for over one hundred clients
- Troubleshoot Microsoft Windows XP/7
- Manage and test network cables and connections
- Troubleshoot with hardware such as computers, laptops, monitors, keyboards and mouse
Information Technology Intern
Collins Stewart
09.2009 - 12.2012
- Answer incoming Help Desk calls
- Set up workstations for new and existing users
- Manage Dell switches and document LAN port connections
- Adding printers on user devices
Education
Bachelor of Arts - Computer Technology/Entrepreneurships
Lehman College
Bronx, NY05-2012
High School Diploma -
St.Raymond High School For Boys
Bronx, NY05-2007
Skills
- Computers
- Customer and Personal Service
- Administration and Management
- Active Listening
- Time Management
- Instructing
- Computer Information
- Technical Support
- Hardware and Software Installation
- Connectwise and Salesforce ticketing system
- Help Desk Support
- Hardware Troubleshooting
- Software Installation
- Microsoft 365 Admin
- Microsoft Azure security management
- IOS and Android mobile devices
- Remote support
- Ticket management
- Software installation
- Network configuration
- System administration
- Operating systems
- Troubleshooting skills
- Network troubleshooting
- Hardware troubleshooting
- User support
- Microsoft windows and office
Certification
Azure Fundamentals Microsoft AZ-900, 04/30/24
Computer information
- Technical Support
- Hardware and Software Installation
- Connectwise and Salesforce ticketing system
- Help Desk Support
- Hardware Troubleshooting
- Software Installation
- Microsoft 365 Admin
- Microsoft Azure security management
- IOS and Android mobile devices
Timeline
Help Desk Engineer
WCA Technologies, Inc.
08.2023 - 11.2024
Junior IT Technician
Hartog Jacobs LLC
12.2021 - 08.2023
Technical Support Coordinator
G.A.L. Manufacturing
05.2015 - 11.2021
Entry Level Desktop Technician
Canaccord Genuity
01.2012 - 04.2015
Information Technology Intern
Collins Stewart
09.2009 - 12.2012
Azure Fundamentals Microsoft AZ-900, 04/30/24
Bachelor of Arts - Computer Technology/Entrepreneurships
Lehman College
High School Diploma -
St.Raymond High School For Boys
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