JONATHAN LOJANO
Astoria,NY
Summary
Eager and tech-savvy individual with 6 years of experience. Excellent communication skills, self-motivated, strong ethical character and efficient in stressful situations. Able to quickly learn and master new technologies, equally successful in both team and self-directed environments. Strong troubleshooting skills used to resolve challenging issues in a cost-effective manner. Fluent in English and Spanish.
Overview
7
7
years of professional experience
Work History
Service Desk Analyst II
Spinmaster
01.2020 - 01.2024
- Sole Tier 1/2 Technical Support contact for 250+ users based in NYC on and off-site
- Provided Level I/2 support and VIP service to Executives / C-level users on and off-site (remotely)
- Rapid Response and actively resolved end user help requests on same day in a high volume environment
- Track open tickets and monitor ticket progress per SLA via ServiceNow ITSM
- Provisioned and Configured MacBook's using Addigy MDM
- Administer Licenses/assigned mailbox delegations and permissions in Office 365/Exchange Admin
- Configured and troubleshoot SonicWall VPN for users
- Managed and Troubleshoot Windows/Mac Endpoints via ConnectWise Automate RMM
- Manage and maintain standard desktop images and installations
- Enrolled, configured and maintained corporate and BYOD Mobile Endpoints in Microsoft Intune
- Maintained and Retired Inventory/Assets in ServiceNow
- Help setup/troubleshoot conference rooms AV/IT equipment: Polycom, Creston (Zoom, Teams)
- Proficient in maintaining/creating user accounts in Active Directory both on-prem and on Azure AD
- Participated in special projects as needed and perform other duties as assigned
- Trade show Support
- Data Room Maintenance - Cabling, racking servers, Battery Backup Maintenance
- Office Workstation Setup and Maintenance
- Setting up new users - Monitors, Wacoms, Docks
- Mobile Device Support - iPads & Phones
- Conference room support - Webinar Support, Audio Video Support, Town Halls/Toy Events
- Large format Printer Support - Configure and support Desktop console as well as printing support.
Information Technology System Support I - Service Desk Analyst
New York Presbyterian Hospital
01.2019 - 01.2020
- Part of the Beta technical group, testing back-end configs before implementing Enterprisewide roll out via Remote installation of printer drivers and mapping printers to client's computers
- Remotely Troubleshooting and resolving software/hardware issues on network devices and peripherals, including PCs, laptops, printers and mobile devices
- Documentation of incident reports via ServiceNow & Creation of knowledge articles for priority applications, critical equipment, and FAQs
- Manage and diagnose remote email and Wi-Fi access on user's personal devices wellversed with troubleshooting Mobile Devices via MDM – MobileIron
- Enroll and manage user accounts in Duo Security for secure remote access to VPN, email and other resources
- Assign users and PCs to the applicable folders in AD management according to the appropriate security permissions
- Remote installation and updates of approved software on PCs and mobile devices
- Assisted with escalated tickets with internal and external groups
- Assist in submitting enhancement requests and testing required changes in ServiceNow
- Provided technical support for EMR applications such as Allscripts, Cerner and Crown
- Used SCCM and Citrix Director to remotely manage and access user's computers to diagnose software issues and assist clients with outlook configurations, installing software, PC tune ups, and general pc maintenance.
IT Support Technician
USEReady
01.2017 - 01.2019
- Responsible for resolving day to day issues and acting as liaison between IT and assigned end users
- Setup equipment for employee use, performing or ensuring proper installing of cable, operating systems, and appropriate software
- Assisted clients on requested password issues and reset requests with Active Directory in a hosted environment
- Documented information problems or issues within a ticketing system
- Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
Education
A.S.S in Computer Network Systems Administration -
DeVry College of New York
New York, NY05.2018
Skills
- ITIL Knowledge
- Remote Technical Support
- Incident Management
- Client Relationship Management
- Remote Support
- Client Relations
- Service Level Agreements
- Hardware troubleshooting
- Technical Support
- Hardware support
- Software Support
- System Administration
- Performance Assessment
Languages
Spanish
Native or Bilingual
Timeline
Service Desk Analyst II
Spinmaster
01.2020 - 01.2024
Information Technology System Support I - Service Desk Analyst
New York Presbyterian Hospital
01.2019 - 01.2020
IT Support Technician
USEReady
01.2017 - 01.2019
A.S.S in Computer Network Systems Administration -
DeVry College of New York
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