Jorge Monroy
Bend,OR
Summary
Experienced IT professional with a strong focus on technical excellence and client satisfaction. As an Executive Level Support Specialist, provides advanced support to top-tier executives through both on-site and remote problem-solving, while mentoring teams and improving IT procedures. A solid background in cross-platform operating systems and networking environments enables the delivery of solutions that streamline operations and enhance productivity. This unique combination of technical expertise and strategic thinking drives innovation, addresses the dynamic needs of the organization, and fosters collaboration within the IT department.
Overview
24
24
years of professional experience
Work History
Executive Level Support Analyst
Exact Sciences (formerly Genomic Health)
06.2011 - 07.2024
- As an Executive Technical Support Analyst, I demonstrated advanced experience providing technical on-site and remote support to the Executive Leadership Team and their Executive Assistants. Incorporated problem-solving, technical and interpersonal skills, and maintained composure in high-stress situations while delivering exceptional technical customer service on a daily basis.
- Served as an escalation point for other IT functions, including providing mentorship to team members, assisting with managing other internal technical resources, developing procedures and workflows, and assisting in the creation of tools to provide exceptional support and customer service.
- Provided technical support and mentorship, with heavy emphasis on “White Glove” service delivery, active listening, and methodical troubleshooting of IT related problems for onsite/remote executives.
- Performed extended or complex troubleshooting and participated in root cause analysis on hardware and software including, but not limited to: applications, mobile phones, laptops, PCs/Apple devices, and other peripheral equipment.
- Proven abilities in Server support and VMware. Provided Audio and Visual support and training for all onsite conference rooms, including support for Executive meetings, presentation setup, and videoconferencing.
- Worked with Executive Assistants to support IT initiatives for Executive needs, including traveling and other offsite engagements.
- Developed relationships and served as point of contact for key stakeholders and customer groups.
- Maintained confidentiality and privacy in all dealings with Executives and their data.
- Served as escalation point and liaison between the Executive Technical Support team and other IT workgroups.
- Participated in IT and cross-functional team projects as a critical resource for deploying, maintaining, and upgrading executive equipment while focusing on customer experience.
- Maintained an exceedingly high degree of customer service for all support queries and adhere to all service management principles and policies.
Senior IT Tech / VMware Specialist
Life Technologies (formerly Applied Biosystems)
12.2000 - 07.2009
- IT professional with experience in executive desktop support, field support, client engineering and virtualization. Extensive experience working for Fortune 500 and Latin American companies. Proven abilities in Windows, VMware and server support. User-focused with strong technical and communications skills.
- Resolved IT assignments by assessing complex technical issues, through follow up and documentation with executive staff and endusers as well as proactive communication with other technical associates.
- Managed workstation setups for users, conduct orientations and trainings per IT standard operating procedures.
- Also provided cross-platform application support for complex distributed software and networking applications.
- Supported multi-tier software products in a client server environment.
Education
Computer Science
Universidad Del Valle / Universidad Francisco Marroquin
Skills
- Problem solving
- Technical Support
- Multi-platform OS
- Customer Experience
- Team mentoring
- Escalation point
- Interpersonal skills
- Relationship building
- Solution oriented
Languages
English Native
Spanish Fluent
Timeline
Executive Level Support Analyst
Exact Sciences (formerly Genomic Health)
06.2011 - 07.2024
Senior IT Tech / VMware Specialist
Life Technologies (formerly Applied Biosystems)
12.2000 - 07.2009
Computer Science
Universidad Del Valle / Universidad Francisco Marroquin
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