Jonathan Ballesteros
Boston,MA
Summary
Experienced with diagnosing and resolving technical issues across various platforms. Utilizes methodical problem-solving techniques to ensure seamless user experiences. Knowledge of system maintenance and software troubleshooting, ensuring consistent and reliable support.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
12
12
years of professional experience
Work History
IT Project Manager
Zeuss
09.2020 - 04.2024
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Developed project management roadmap to define project objectives, timelines and milestones.
- Mentored junior staff in best practices for IT project management, fostering a culture of continuous improvement within the team.
- Led system integration efforts, working closely with vendors and internal teams to ensure seamless transitions.
- Collaborated with external partners for outsourcing tasks when necessary without compromising quality or timeliness.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Planned, designed, and scheduled phases for large projects.
- Trained personnel on use of IT tools and applications.
IT Support Coordinator
Zeuss
02.2015 - 09.2018
- Learned from IT professionals how to meet the support needs of a fast-paced technology company.
- Discovered innovative solutions to common and exceptional problems identified on help tickets assigned by the team supervisor and/or departmental manager.
- Communicated with company representatives and vendors to identify computer products that would support and enhance departmental and company operations.
- Assisted in the implementation of new hardware and software solutions within the company to improve workflow and customer service provision.
- Provided support to users learning new technology assets to support existing operations and to make possible workflow expansion.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
IT Support Technician, First Grade
Zeuss
01.2012 - 02.2015
- Took 10 help ticket jobs daily assigned by IT supervisor and recorded ticket results for reporting and record-keeping.
- Worked closely with IT team members and supervisors to improve troubleshooting skills and situation analysis.
- Assisted 40 users per week with implementing new software and network infrastructure to ease the transition to new technology assets and planned operations.
- Supported senior technicians with complex tasks and time-sensitive achievements to meet client expectations and user needs on an identified schedule.
- Explained diagnostic findings to customers and outlined repair or service options.
Education
Bachelor of Science - Computer And Information Systems
ITM
MEDELLIN, COLOMBIA08-2021
Associate of Science - Information Technology
ITM
MEDELLIN, COLOMBIA07-2018
Skills
- Hardware diagnostics
- User support and troubleshooting
- Software installation
- System maintenance
- Ticket management
- Service schedule coordination
- Programming languages: Java, SQL, VBA, NET
- Attention to detail
- Conflict resolution
- Scrum framework
- IT service management
Profession Relevant Skills
- Assisting users in person and remotely with hardware-related concerns.
- Utilizing technical training to resolve concerns related to software functionality.
- Ability to work independently, and as part of a Team
- Working in a team-oriented environment.
- Implementing documentation protocols into departmental operations.
- Supporting computer workstations and telecommunications technologies.
Languages
Spanish
Native or Bilingual
English
Professional Working
Hobbies and Interests
Outside of work, I like jogging and biking along nearby trails. I also like sports events, I love shared with my family and I take me time for read.
Timeline
IT Project Manager
Zeuss
09.2020 - 04.2024
IT Support Coordinator
Zeuss
02.2015 - 09.2018
IT Support Technician, First Grade
Zeuss
01.2012 - 02.2015
Bachelor of Science - Computer And Information Systems
ITM
Associate of Science - Information Technology
ITM
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