John Van Dorn
Peoria,Az
Summary
Professional in IT support, prepared to tackle complex technical challenges. Proven ability to diagnose and resolve software and hardware issues, enhancing user productivity. Strong focus on team collaboration and adaptability to meet changing IT needs, leveraging technical skills and reliable work ethic.
Overview
12
12
years of professional experience
Work History
IT Support Technician
CCMC
06.2023 - Current
- Document, track, and monitor computer problems to ensure timely resolution
- Install new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configure hardware, devices, and software to set up work stations for employees.
- Streamline IT processes for increased efficiency and reduced downtime.
- Train end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Manage IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Answer the IT Help Desk support phone and resolve Help Desk tickets
- Assist all employees with technical issues
- Assist new employees setup - user creation, mailbox, and other custom logins
- Collaborate with the IT team members to resolve technical issues
Desktop Support Engineer
Veyo/MTM
07.2021 - 03.2023
- Provides second level support and maintenance for server infrastructure
- Repairs damaged laptops, desktops, tablets, phones, printers
- Serves as the technical liaison between the development and user communities
- Works within the technical support team and cross-functional departments to troubleshoot and resolve customer questions related to equipment use, maintenance, and troubleshooting
- Implements systems software changes, operating system releases and maintains the operational status of systems
- Coordinates with system developers to resolve solutions to hardware and/or software malfunctions
- Perform support for VPN and Remote Access solutions
- Responsible for after-hours coverage on a rotating shift
Sr. Service Desk Analyst
Arizona Department of Economic Security
08.2020 - 07.2021
- Provides solutions to customer requests for assistance in resolving complex hardware and software problems
- Systems supported include desktops, laptops, tablets, printers, scanners, monitors and other portable communications devices
- Diagnosis’s system failures to isolate source of problems between equipment, system software, and application programs
- Provide second level support for hardware and application issues; escalates complex problems to the appropriate groups or staff
- Implements systems software changes, operating system releases and maintains the operational status of systems
- Coordinates with system developers to resolve solutions to hardware and/or software malfunctions
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Conducted regular reviews of open tickets, ensuring timely follow-up actions were taken to drive issue resolution successfully.
T2 Desktop Support Specialist
Cable One
03.2018 - 09.2019
- Actively monitor incoming desktop support requests, incidents and other various user inquiries
- Provide desktop and server technical support over telephone, e-mail, and personal requests for help as it relates to hosted and local computer systems
- Provides excellent customer service while adhering to support processes and guidelines
- Utilize a ticketing system to communicate, document and escalate client requests for service
- Performs repairs on computers, laptops, portable devices, printers
Senior Support Systems Analyst
Interior Specialists Inc.
08.2017 - 02.2018
- Ensure the proper operation of end-user equipment, including PCs, laptops, printers, telephones, and tablets
- Prioritize and complete Help Desk requests received via email, chat system and telephone, accurately tracking and documenting work in a ticket management system
- Provides excellent customer service while adhering to support processes and guidelines
- Develop processes and tools to maximize Help Desk efficiencies
- Troubleshoot a wide variety of users, applications, hardware and software issues
- Enhanced system efficiency by identifying and resolving complex technical issues.
- Assisted in the development of long-term IT strategies aligned with overarching organizational goals.
Tier 2 Support Technician
MSI Solutions
02.2013 - 10.2016
- Examine high and urgent priority tickets being worked on to ensure they are completed within the bounds of the agreed upon PCI compliance
- Discusses discrepancies with appropriate contacts
- Troubleshoot problems with hardware and peripheral devices both remote and onsite (i.e
- Computers, printers, copiers, etc.)
- Manage email requests / Identify urgent or high priority issues
- Develop training structures
- Conducted root cause analysis on recurring issues, leading to long-term improvements in product quality and user experience.
- Assisted in the development of training materials to improve team knowledge and performance levels.
- Provided remote assistance when needed, guiding clients through step-by-step solutions to their technical concerns.
- Actively participated in continuous improvement initiatives aimed at optimizing existing support processes.
Education
Associate of Science - Information Technology
ITT Technical Institute
Phoenix, AZ04-2013
Skills
- Excellent communication skills
- Proficient with Windows and Apple Products
- Experience using SCCM
- Experience with PowerShell
- Advanced knowledge in Active Directory management
- Experience with SOX, access requests management
- Advanced knowledge in O365 account administration
- Advanced understanding of Windows DNS and DHCP
- Strong customer service skills
- Hardware Installation
- Remote Desktop Support
- Ticketing system proficiency
Timeline
IT Support Technician
CCMC
06.2023 - Current
Desktop Support Engineer
Veyo/MTM
07.2021 - 03.2023
Sr. Service Desk Analyst
Arizona Department of Economic Security
08.2020 - 07.2021
T2 Desktop Support Specialist
Cable One
03.2018 - 09.2019
Senior Support Systems Analyst
Interior Specialists Inc.
08.2017 - 02.2018
Tier 2 Support Technician
MSI Solutions
02.2013 - 10.2016
Associate of Science - Information Technology
ITT Technical Institute
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