Jorge Molina
Richmond,TX
Summary
Reliable worker with excellent communication, time management, and multi-tasking abilities. A driven and detail-oriented individual with a desire to use analytical and problem-solving skills to meet goals and deadlines. Aiming to successfully advance in technological support roles involving software discrepancies. Detail-oriented and motivated to learn new skills and capabilities in all applicable support positions.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Service Desk Analyst II
Cornerstone Building Brands
06.2023 - Current
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
APPLICATION SUPPORT MONITOR
JP Morgan Chase
06.2018 - 06.2023
- Monitored the internal processes of over 100 applications in order to provide awareness of discrepancies
- Researched and identified the source of internal batch failures
- Provided detailed descriptions to appropriate teams concerning the origins of system failures
- Escalated unsolved tickets to SRE teams for resolution.
VDIC SUPPORT
JP Morgan Chase
12.2012 - 06.2018
- Monitored system performance and provided updates to clients
- Provided level-1 and level-2 remote support for desktops, printers, and other computer-related devices
- Completed accurate and timely logging of problems and resolutions in issue management database
- Explained technical terminology to non-technical end users
- Identified and resolved technical problems with desktops, laptops, and mobile devices
- Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
COMPUTER TECHNICIAN
O'Reily Auto Parts
07.2009 - 09.2012
- Consulted with other technicians on major hardware and software issues to find solutions
- Troubleshot minor problems and reported larger technical issues
- Performed general maintenance and repaired hardware
- Performed routine and scheduled maintenance services.
DISPATCHER
O'Sullivan Industries
05.2000 - 07.2007
- Managed data entry and documentation for deliveries
- Supported timely and efficient movement of vehicles in alignment with schedules
- Created detailed reports on all dispatched jobs, which included information such as arrival times and completion times
- Communicated clearly and concisely to reduce errors and provide complete dispatch data.
Education
ASSOCIATE IN SCIENCE (A.S.) IN NETWORK TECHNOLOGY -
Ozark Technical College
Springfield, MO05.2009
Skills
- Component Replacements Team Support
- Multi-Factor Authentication Data Connectivity
- Performance Optimization User Support and Troubleshooting
- Technical Support
- Client Relations
- Remote Technical Support
- Hardware Troubleshooting
- User Support
- Application Support
- Desktop Support
Certification
- AWS Cloud Practitioner
- CompTIA A+ Essentials
Languages
English
Spanish
Timeline
Service Desk Analyst II
Cornerstone Building Brands
06.2023 - Current
APPLICATION SUPPORT MONITOR
JP Morgan Chase
06.2018 - 06.2023
VDIC SUPPORT
JP Morgan Chase
12.2012 - 06.2018
COMPUTER TECHNICIAN
O'Reily Auto Parts
07.2009 - 09.2012
DISPATCHER
O'Sullivan Industries
05.2000 - 07.2007
ASSOCIATE IN SCIENCE (A.S.) IN NETWORK TECHNOLOGY -
Ozark Technical College