Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Johnny Eugenio

Marina,CA

Summary

Dynamic and results-oriented Technical Support Manager with 8 years of extensive experience in enterprise IT environments. Possessing a proven track record of leading high-performing teams to deliver exceptional technical support and solutions that meet and exceed organizational objectives. Skilled in managing complex technical issues, implementing strategic initiatives, and fostering collaborative relationships across diverse stakeholders. Adept at leveraging strong communication and interpersonal skills to effectively interface with clients, team members, and senior management. Committed to continuous improvement and staying abreast of emerging technologies to drive innovation and optimize operational efficiency.

Overview

15
15
years of professional experience
1
1
Certification

Work History

IT Operations Analyst Lead

Research Facilitations Laboratory- Army Analytics Group, Peraton INC.
11.2023 - Current
  • Worked with customers utilizing on premise and cloud databases to perform extensive research projects ensuring full functionality of the Citrix and AWS Appstream environments
  • Monitored System performance metrics to ensure RFL and AAG stay within their capacity to remain under budget for government spending
  • Onboarded new users to the program ensures they have access to all the tools they require to perform their jobs
  • PII/PHI data exports and imports monitoring to stay compliant with policies and procedures
  • Provided project provisioning requirements forecast to new project members IT requirements based on tools requested for their on premise or cloud environment
  • Monthly review auditing standard operational procedures for Operations Team to provide any changes during change control board
  • Providing assistance to the wide range of customers we support through PDE Portal Helpdesk and triage internal tickets through workflow tool Jira.

IT Helpdesk Manager

Defense Language Institute Foreign Language Center – Defense Language Institute
03.2023 - 11.2023
  • Used ticketing systems to manage and process support actions and requests
  • Created support documentation that enabled the user community to extend skills, leverage system features and find resolutions to questions without intervention from the support team
  • Monitored and updated weekly metrics to ensure we are following our SLAs
  • Lead weekly Status Briefs to the IT Department
  • Managed and supported a team of help desk technicians
  • Mentored my team, provided training, and conducted performance evaluations
  • Communicating with clients and providing in-person and phone support, if required
  • Managing escalations and ensuring any issues are resolved in a timely manner
  • Making recommendations to improve operational efficiency.
  • Skilled at working independently and collaboratively in a team environment.

Tier 2 Service Desk 3 Technician

Defense Language Institute Foreign Language Center – Defensive Language Institute
03.2023 - 05.2023
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Re-imaged iMacs, iPads, and MacBook Pros in preparation of incoming students and staff
  • Created accounts through IMS and managed accounts through Active Directory
  • Patched software and installed new versions to eliminate security problems and protect data.

Tier 1 Technician

Defense Language Institute Foreign Language Center – Presidio of Monterey
08.2022 - 03.2023
  • Provided Customer Support for daily IT requirements and needs in the areas of Hardware, Software, and Account Administration on both PC and Mac
  • Daily hardware troubleshooting, imaging, and deployment of both PC and Mac via Counter, Remote and class setting
  • As Onboarding Specialist, I provide account administration to all incoming Students and Staff/Faculty for the entire DLIFLC POM by creating accounts, password maintenance, lockouts, and permissions through validated requests from Senior Leadership
  • Tracked and resolved Help Desk Tickets in a timely manner utilizing the Ivanti's built-in ticketing system
  • Image on average 40-60 MacBook Pros and iPads weekly to prepare for reissue
  • Identified and solved problems by gathering and applying information from a variety of materials or sources that provide several alternatives to ensure software applications function to continue to make Mission
  • Trained 8 Tier 1 Technicians on all level 1 responsibilities for Counter, phone and field basic support on technical and customer support level.

Personal Banker

Comerica Bank
08.2021 - 07.2022
  • Analyze banking processes, identify areas for improvement, and collaborate with IT teams to create and execute solutions that improve operations and customer experiences
  • Used terminal command codes with integrated into Windows 10 to facilitate elevated banking operations through issued
  • Held workshops for clients to install, troubleshoot and demonstrate the use of the Mobile app on their personal devices to present alternative banking solutions
  • Updated and maintained software on all issued Windows notebooks for teller line and personal bankers to ensure the most recent updates were installed
  • Salesforce's reporting and analytics capabilities were effectively used to track and evaluate critical performance indicators related to account activations, client onboarding, and service quality
  • Customized dashboards were created to visualize data and spot trends
  • Maintained and updated system files necessary to control all aspects of system operations and access.
  • Trained tellers on new system applications, basic teller transactions, banking solution queues and up to date training on new banking products and application features.

Branch Sales and Service Officer 1

Union Bank
04.2021 - 08.2021
  • KIOSK Teller Machine daily operations were supported in-house
  • Checked for the most recent OS update and troubleshooted Wi-Fi connections with all affected workstations
  • Retained 100% protocol on management tools and procedural accuracy
  • Automated office operations while managing client correspondence, record tracking and data communications
  • Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer services
  • Promptly responded to inquiries and requests from prospective customers
  • Set appointments and tracked incoming request through Salesforce.

Teller

Wells Fargo
12.2018 - 01.2021
  • Assured that Salesforce handled client data in strict accordance with data privacy and security requirements
  • Access controls and security procedures were put in place to safeguard sensitive data
  • I queried the database using the integrated banking software, conducting a detailed comparison of client validation techniques such as signatures, digital signatures, and appropriate identity
  • This preventive strategy was taken to avoid cases of fraud and misuse
  • Remotely assisting consumers with technical concerns, including leading them through online banking procedures and addressing account-related issues by phone and email
  • Engaging with customers using exceptional customer services while building trust and core values to establish a stronger relationship.

Barista

Starbucks
08.2015 - 12.2018
  • Partner of the Quarter Fall 2018 Anticipating customers' and store's needs to effectively create a more pleasing experience
  • Controlled line and crowd with quick, efficient service
  • Elevated customer loyalty by using strong communication abilities to resolve customer problems
  • Monitored supply levels at counter and maintained customer areas to meet typical demands.

Mobile Sales Specialist

Best Buy
11.2014 - 04.2015
  • Understanding the benefits and services of each major mobile U.S
  • Carrier and tailoring a package for a customer that goes above and beyond their needs
  • Upselling with an intent to stay well within the customers means and making sure that each product is beneficial and well worth the extra purchase
  • Maintaining records of each account and properly processing each credit transaction according to rules and regulations within the company's ability
  • Demonstrating to customers that inquiry about device troubleshooting and getting to understand their benefits of their mobile device.

Operations Manager

MWR Defense Language Institute
08.2009 - 11.2014
  • Managed and maintained over 20 public facing computers to maintain overall functionality and created reports for Windows Admins to update and maintain the overall image and minor patches for point-of-sale systems to secure transactions
  • Maintained four Windows 10 OS Terminals for daily transactions, collaborated with Shift4 Merchant Services to ensure overall functionality of provided pin, serial devices.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Perform a full range of services such as assisting customers, taking special orders, preparing, and processing orders for inventory replenishments, following up on delinquent payments, making refunds and adjustments, resolving routine complaints, and any other customer service-related duties or transactions
  • Maintained a complete systematic set of records relating to customer service transactions
  • Checked o ensure the periodic procurement of supplies and equipment required for an efficient operation and forecasting for future projects needs.
  • Lead and trained team of new employees for all operations and ensured adequate staffing for all major events and regular operating hours for multiple locations around Defense Language Institute and event centers.

Education

Associate of Science - Network Security

Heald College

High School Diploma -

Seaside High School
06.2008

Skills

  • Ticket management
  • Incident Management
  • Service Desk Team Management
  • Team building
  • Department management
  • User Support

Certification

  • Security+ CE, Comptia, March 2023-March 2026
  • JAMF (Apple Management Framework) Associate Certificate, 2023

Affiliations

VFW Post 1629 Monterey Nisei Chapter

Timeline

IT Operations Analyst Lead

Research Facilitations Laboratory- Army Analytics Group, Peraton INC.
11.2023 - Current

IT Helpdesk Manager

Defense Language Institute Foreign Language Center – Defense Language Institute
03.2023 - 11.2023

Tier 2 Service Desk 3 Technician

Defense Language Institute Foreign Language Center – Defensive Language Institute
03.2023 - 05.2023

Tier 1 Technician

Defense Language Institute Foreign Language Center – Presidio of Monterey
08.2022 - 03.2023

Personal Banker

Comerica Bank
08.2021 - 07.2022

Branch Sales and Service Officer 1

Union Bank
04.2021 - 08.2021

Teller

Wells Fargo
12.2018 - 01.2021

Barista

Starbucks
08.2015 - 12.2018

Mobile Sales Specialist

Best Buy
11.2014 - 04.2015

Operations Manager

MWR Defense Language Institute
08.2009 - 11.2014

Associate of Science - Network Security

Heald College

High School Diploma -

Seaside High School

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Johnny Eugenio