Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
Generic
Jonathan Diaz
Open To Work

Jonathan Diaz

Houston,TX

Work Preference

Job Search Status

Open to work
Desired start date: 2 weeks notice

Desired Job Title

Project ManagerInteractive TechnologySenior HelpDesk TechnicianIT Request Supervisor

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: Katy, USAHouston, TX
Open to relocation: Yes

Salary Range

75000/yr - 120000/yr

Important To Me

Career advancementCompany CulturePersonal development programsHealthcare benefitsPaid time offWork from home optionPaid sick leaveTeam Building / Company Retreats

Summary

Versatile IT professional and Project Manager with over 20 years of experience directing technical operations and coordinating cross-functional teams in high-volume environments. Possesses deep technical proficiency in administering Rock RMS databases, managing multi-location IT infrastructure, and securing enterprise user access through Active Directory and JAMF. Skilled at driving operational efficiency by automating reports, optimizing CRM support workflows, and leading technology modernization initiatives to improve service delivery. Holds a Bachelor of Science in Information Technology Business Management and Computer Science, with foundational academic training in A+, Network+, and Security+.

Overview

21
21
years of professional experience

Work History

Project Manager

Floors Mecca
Katy, TX
08.2025 - Current
  • Led project planning and execution for flooring installations across various client sites.
  • Coordinated with vendors to ensure timely delivery of materials and services.
  • Developed project timelines, ensuring adherence to deadlines and milestones.
  • Oversaw quality control processes to maintain high standards in every project phase.
  • Managed multiple projects with competing deadlines simultaneously.

INTERACTIVE TECHNOLOGY ADMINISTRATOR

Parkway Fellowship
Richmond, TX
12.2022 - 03.2025
  • Administered secure high-volume rock RMS database for over 5,000 users, applying data privacy protocols.
  • Delivered structured reporting and system documentation to enhance data accessibility and minimize risks.
  • Directed hardware and software support operations across two locations, including procurement and troubleshooting.
  • Ensured system reliability through proactive updates, ticket resolution, and policy alignment.
  • Oversaw technical infrastructure, managing network stability and server uptime while coordinating system upgrades.

IT REQUEST SUPERVISOR/SENIOR CRM SPECIALIST

Commonwealth Financial Network
Waltham, Massachusetts
05.2018 - 12.2022
  • Directed day-to-day operations of CRM support team, managing schedules and tracking ticket queues.
  • Partnered with escalation teams to minimize issue resolution time across multiple request types.
  • Oversaw individual performance through daily monitoring, ensuring effective client-facing technical support outcomes.
  • Designed structured training and mentorship programs to onboard new hires and enhance skill development.

SENIOR HELPDESK SPECIALIST

Commonwealth Financial Network
12.2013 - 05.2018
  • Delivered tier II support for 2,000+ enterprise users, resolving complex hardware and software issues across OS environments through remote tools, email, and phone-based assistance. Played a pivotal role in reducing ticket escalation rates by maintaining quick resolution times and applying knowledge of business systems across different locations.
  • Administered user access control and authentication management using Active Directory, Proofpoint, Hitachi ID, and Casper (JAMF), ensuring secure provisioning, credential updates, and account deactivation. Supported onboarding and offboarding processes for new hires, managed role-based permissions, and maintained data integrity across multiple domains.
  • Maintained and supported Exchange and hosted email environments, resolving email delivery failures, synchronization errors, and permission discrepancies. Provided configuration support for Outlook clients, mobile devices, and third-party integrations, maintaining secure communication flow and reducing escalations.
  • Managed firewall rules to resolve VPN and tunnel connectivity issues affecting distributed users and remote offices. Performed resets and conducted network diagnostics to ensure secure data transmission and restore access to systems. Collaborated with infrastructure teams to apply rulesets to improve network performance with targeted troubleshooting.
  • Managed role-based permissions and maintained data integrity across multiple domains to enhance security protocols.
  • Maintained Exchange and hosted email environments, resolving email delivery failures and synchronization errors efficiently.
  • Provided configuration support for Outlook clients, mobile devices, and third-party integrations to ensure secure communication flow.
  • Collaborated with infrastructure teams to optimize firewall rules, resolving VPN connectivity issues for remote users.

BANK CAPTAIN DIRECTOR

G4S Secure Solutions
03.2005 - 12.2013
  • Managed daily operations for team of 80+ armed security officers across high-traffic sites, achieving over 98% SLA performance through structured scheduling.
  • Coordinated with HR to oversee full-cycle recruitment, onboarding, and termination processes.
  • Led technology modernization initiatives across all sites, implementing Android-based systems for officer check-ins and real-time tracking.
  • Directed end-user training to enhance protocol adoption, significantly improving incident documentation and operational visibility.
  • Conducted strategic meetings with senior executives and project leaders to review service delivery and recommend security improvements.
  • Served as primary liaison for integrating feedback into operations, enhancing team coordination and reliability.
  • Supervised mission-critical tasks including firearm inventory management, payroll verification, and compliance reporting.
  • Designed secure tracking protocols for weapons, executed audits to ensure documentation integrity, and resolved discrepancies proactively.

Education

BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY BUSINESS MANAGEMENT & COMPUTER SCIENCE

University of Massachusetts Boston
Boston, MA

Skills

  • IT infrastructure oversight
  • Technical Support Tiers I, II, and III
  • CRM
  • Worked on Canva for building projects
  • Report automation
  • Project management with Asana
  • Onboarding and training new employees
  • Escalation handling and ticketing
  • Customer service

Timeline

Project Manager

Floors Mecca
08.2025 - Current

INTERACTIVE TECHNOLOGY ADMINISTRATOR

Parkway Fellowship
12.2022 - 03.2025

IT REQUEST SUPERVISOR/SENIOR CRM SPECIALIST

Commonwealth Financial Network
05.2018 - 12.2022

SENIOR HELPDESK SPECIALIST

Commonwealth Financial Network
12.2013 - 05.2018

BANK CAPTAIN DIRECTOR

G4S Secure Solutions
03.2005 - 12.2013

BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY BUSINESS MANAGEMENT & COMPUTER SCIENCE

University of Massachusetts Boston

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