Jonathan Garwacke
Orlando,FL
Summary
Skilled and passionate Technical Support Technician that maintains a wide-ranging IT skill set, including break/fix, hardware and software support, network security, virtualization, mobile OS support, troubleshooting, and more. Excelled within an experiential and project-based IT training program and earned industry-aligned certifications. Recognized as a top-performing technician trainee who dedicated 25+ hours of extra study time after class each week.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Information Services Associate
BAYADA Home Health Care
06.2023 - Current
- Efficiently managed and resolved technical issues using the Jira ticketing system, ensuring timely support for internal and field staff across multiple platforms.
- Assisted users with Okta login authentication and account management, maintaining secure and seamless access to enterprise systems.
- Provided expert support for Microsoft Office applications and key healthcare software, including AlayaCare, VIV, Homecare Home Base, and PointCare, to optimize operational efficiency.
- Diagnosed and resolved desktop hardware/software issues, including monitor hookups, installations, and upgrades, ensuring minimal downtime.
- Supported mobile device management, including troubleshooting and configuring smartphones and tablets for secure access to business-critical applications.
- Delivered comprehensive service desk support, addressing a wide range of technical concerns while prioritizing customer satisfaction and adherence to service-level agreements (SLAs).
Service Desk Analyst
UGI Corp/Amerigas
01.2022 - 01.2023
- Provided timely assistance through email or phone calls to employees' tickets in order of arrival using ServiceNow
- Assisted employees on multiple platforms such as iPhones, iPads, Android, laptops, desktops, Wyse thin clients, Citrix, and VDI (using Azure Portal)
- Provided remote assistance through programs like BeyondTrust, Remote Assistance, and Quick Assist
- Placed purchases for computer parts and other equipment as well as used Purchase Order requests to request Procurement to purchase equipment or software
- Escalated issues to appropriate teams and collaborated to resolve incidents and service requests
Technical Support Specialist
AmeriHealth Caritas
01.2022 - 05.2022
- Imaged equipment using SCCM/PXE and provided support for laptops, thin clients, and mobile devices
- Resolved incidents and requests using Ivanti Heat ticketing system
- Assisted new hires and employees returning to office with hardware and software installation
- Managed assets such as laptops, monitors, and other equipment, ensuring they are tracked, maintained and inventory is up to date
Data Operations
Apartment List
01.2016 - 01.2022
- Accurately maintained and updated an Apartment Search Engine through data collection and client outreach
- Curated layouts and descriptions for property listings; Communicated with customers to troubleshoot issues and assist with subscription renewals
Macbook, IMac, and PC Repair Technician
Self Employed
01.2014 - 01.2016
- Repaired over 70 faulty MacBooks, iMacs, and PC laptops with varying degrees of issues for resale
- Ordered and replaced new batteries, hard drives, fans, ram modules, trackpads, and keyboards
Broadcast Research Intern
CBS Television
01.2012 - 01.2013
- Efficiently ran daily cable reports and compared national and local indexes
- Developed and wrote macros for database maintenance
Education
TechWorks - Experiential and Project-Based IT Support Training Initiative
JobWorks Education & Training Systems
Philadelphia, PA05-2022
Bachelor of Science - Psychology
Kutztown University
Kutztown, PA01.2009
Skills
- Installs/repair/admin
- Command line tools
- Virtualization & cloud computing
- Linux
- MacOS
- Windows
- Microsoft Office 365
- Network security
- Active Directory
- Microsoft Azure Portal
- Remote Support - Bomgar
- Mobile OS support
- Dynamics 365/USD
- Troubleshooting theory
- Citrix
- SCCM
- HTML
- CSS
- JavaScript
- SPSS
- SQL
- Okta
- Jira
- ServiceNow
Certification
Comptia A+
Comptia ITF+
Languages
English
Native or Bilingual
Timeline
Information Services Associate
BAYADA Home Health Care
06.2023 - Current
Service Desk Analyst
UGI Corp/Amerigas
01.2022 - 01.2023
Technical Support Specialist
AmeriHealth Caritas
01.2022 - 05.2022
Data Operations
Apartment List
01.2016 - 01.2022
Macbook, IMac, and PC Repair Technician
Self Employed
01.2014 - 01.2016
Broadcast Research Intern
CBS Television
01.2012 - 01.2013
Bachelor of Science - Psychology
Kutztown University
TechWorks - Experiential and Project-Based IT Support Training Initiative
JobWorks Education & Training Systems