Hi, I’m
Jonathan Villagra
Help Desk Analyst
Los Angeles,CA
Summary
Expert Engineer offering more than 2 years of experience in helpdesk operations, network maintenance and mobile device support. Applies technical expertise and diagnostic abilities toward solving problems and maintaining usability and performance. Versed in large data storage networks, voice/data innovations and VPNs.
Successful at completing new installations, updates and configuration of network components. Experienced in setting up devices, troubleshooting issues and optimizing settings. Knowledgeable about maintaining current software and hardware to meet user needs.
Very eager to help the business achieve its operational goals and maximize potential revenue. Always love a new challenge, am dependable and will strive to be a great asset for the company.
Overview
2
years of professional experience
5
years of post-secondary education
2
Certificates
1
Language
Work History
VILSOL LATAMLos Angeles, CA
Network Operations Center Analyst
12.2020 - 12.2021
Job overview
- Managed over 50 customer help tickets per day from customers nationwide.
- Monitored network hardware operations to evaluate proper configuration.
- Updated department documentation such as license databases, infrastructure maps and FAQs to maintain consistent response levels.
- Provided faculty and staff with security software and network configuration support.
- Utilized source code control for tracking configurations and changes.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Designed and evaluated WAN and LAN connectivity technologies.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Diagnosed and executed resolution for network and server issues.
VILSOLLos Angeles, CA
Help Desk Support
12.2019 - 11.2020
Job overview
- Helped secure new project deals in the six figures range
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Configured hardware, devices and software to set up work stations for employees.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Responded to inquiries by phone, email and walk-up requests.
- Inspected components for full power potential before and after updates.
- Provided support for network infrastructure and baseline configurations.
- Oversaw installations of new technology and new personnel training.
- Installed new desktop systems and migrated data to new machines.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
Education
California State University - Los AngelesLos Angeles, CA
Bachelor of Science from Computer Information Systems
08.2016 - 12.2021
Skills
Component installation
Network support
Mobile device management
Call triaging
Staff assistance
Root Cause Analysis
Failure resolution
Technical Sales
Customer Technical Support
Affiliations
- Association of Information Technology Professionals
- Project Management Institute
- Association for Computing Machinery
- Associated Students, Inc.
Certification
Forcepoint Web Security Administrator
Timeline
ITIL 4 Foundations
01-2022
Forcepoint Web Security Administrator
08-2021
Network Operations Center Analyst
VILSOL LATAM
12.2020 - 12.2021
Help Desk Support
VILSOL
12.2019 - 11.2020
California State University - Los Angeles
Bachelor of Science from Computer Information Systems
08.2016 - 12.2021