Jonathan Carreras
Gainesville
Summary
Dynamic IT professional with extensive experience at Chewy.com, excelling in customer support and technical troubleshooting. Proven expertise in network security oversight and software patching, enhancing system performance and user satisfaction. Adept at managing client relationships and implementing effective solutions to complex technical issues, ensuring seamless operations and improved service delivery.
Overview
9
9
years of professional experience
Work History
Service Desk Analyst
Chewy.com
09.2025 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Offered assistance in implementing and developing training programs.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Developed and implemented preventive maintenance procedures.
- Installed and configured operating systems and applications.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
IT Technician
Ces Consultants
02.2025 - 09.2025
- Maintained office PCs, networks and mobile devices.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Configured systems according to prescribed software and hardware frameworks.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Generated reports to track performance and analyze trends.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Helped streamline repair processes and update procedures for support action consistency.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
Service Desk Analyst
Chewy.com
10.2024 - 01.2025
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Dell Support Technician
Apex Systems
03.2022 - 09.2024
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Responded to telephone, email and in-person inquiries regarding [Item] operation, use and repair.
- Updated documentation and produced reports.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Completed inventory counts and organized supplies.
Network Administrator
Carr Pediatric Dentistry
09.2020 - 03.2022
- Identified and immediately resolved issues with network devices.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Authored documentation for system configuration and troubleshooting.
- Recommended development of plans for systems development and operations.
- Maintained applications to keep software current with necessary software updates and upgrades.
- Consulted with management to determine scope and priorities of projects and to discuss system capacity and equipment acquisitions.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Implemented and maintained virtual private networks.
- Devised scripts and automation tools to improve system efficiency.
Help Desk Support Specialist
LTC Technology
06.2019 - 08.2020
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Maintained inventory of cell phones, laptops and peripheral equipment.
- Installed new desktop systems and migrated data to new machines.
- Responded to inquiries by phone, email and walk-up requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Tested new software and hardware prior to deployment.
Help Desk Support Specialist
Digital Broadcast Inc
08.2017 - 06.2019
- Configured hardware, devices, and software to set up work stations for employees.
- Provided end-user system and equipment training.
- Walked user through series of steps to determine problem and implement likely solution.
- Tested new software and hardware prior to deployment.
Repair Technician
Re-Tech Smart Phone Centers
06.2017 - 07.2018
- Maintained inventory of repair supplies and ordered parts.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Installed and programmed variety of consumer products.
- Tested parts and components to confirm adherence to manufacturer specifications.
Education
Associate of Science - Cyber Security
Miami Dade College
Miami, FL12-2026
Skills
- Software patching
- Client relationship management
- Escalation management
- Remote support
- Product tracking
- Purchase order creation
- Network security oversight
- Data backup maintenance
- Network repairs and maintenance
- Disaster recovery procedures
- Network architecture
- Customer support
- Technical support
- Wireless networking
- Windows server
- Active directory
- Firewall management
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Service Desk Analyst
Chewy.com
09.2025 - Current
IT Technician
Ces Consultants
02.2025 - 09.2025
Service Desk Analyst
Chewy.com
10.2024 - 01.2025
Dell Support Technician
Apex Systems
03.2022 - 09.2024
Network Administrator
Carr Pediatric Dentistry
09.2020 - 03.2022
Help Desk Support Specialist
LTC Technology
06.2019 - 08.2020
Help Desk Support Specialist
Digital Broadcast Inc
08.2017 - 06.2019
Repair Technician
Re-Tech Smart Phone Centers
06.2017 - 07.2018
Associate of Science - Cyber Security
Miami Dade College