Jorge Soriano
Reseda,CA
Summary
Experienced in promptly addressing customer support issues, consistently exceeding performance standards. Skilled in troubleshooting and analysis, accurately identifying and assessing situations to deliver expert solutions. Demonstrates exceptional communication, written, and presentation abilities with a strong interest in learning new technologies and business applications.
Overview
21
21
years of professional experience
Work History
IT Support Analyst
PG&E / Management Consulting Group
01.2024 - Current
- Assisted in the migration of legacy systems to modern platforms, via phone support, minimizing disruption to daily operations.
- Facilitated setup with Multi Factor Authentication (Microsoft Authenticator) and InTune Company Portal.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and VPN.
- Managed accounts in Active Directory (reset passwords/unlock accounts verify proper security groups)
- Accessed Microsoft Entra Admin Center & InTune to manage accounts
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Worked effectively in fast-paced environment.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Used Remedy ticketing systems to manage and process support actions and requests.
IT Support Consultant
USC/Cynet
07.2023 - 01.2024
- Delivered high-quality customer service by addressing user concerns promptly and professionally, maintaining a strong reputation in the field of IT support consulting.
- Provided technical support for hardware and software issues, ensuring prompt resolution of user inquiries in person, over the phone, and email technical support for faculty, staff, and students.
- Used Zoom Team Chat for providing remote support to users
- Created and provide access to network drive folders
- Used USC Rosier ticketing portal for tracking tickets & asset management
- Diagnosed and troubleshot (MAC OS/iOS & Windows/Android) devices, internet browser issues (Chrome/Firefox/Safari), Adobe Acrobat Pro, O365, Cisco VPN, Network scanners/printers, Zoom
- Set up mobile device management and Microsoft authenticator for registration
- Managed escalated support cases, ensuring timely resolution while maintaining high levels of customer satisfaction.
IT Support Specialist
Quinn Emanuel
02.2022 - 08.2022
- Provided over the phone and email technical support for end users domestically and internationally.
- 8x8 Call Center application for answering calls
- Performed password resets, provide access to security groups, move user accounts and computers to correct OU in Active Directory.
- Created and provided access to network drive folders.
- Resolved user inquiries through ticketing system, ensuring timely responses and solutions.
- Used ServiceNOW ticketing system to assign tickets, update ticket information, and update Knowledge base articles.
- Implemented best practices for data backup and recovery processes to safeguard information.
- Troubleshot (MAC OS/iOS & Windows/Android/Chromebook) devices, internet browser issues (Edge/Chrome/Firefox/Safari), Adobe Acrobat Pro, O365 (Outlook, Word, Excel), iManage Case information system, CaseMap/TextMap case access, Cisco VPN, Network scanners/printers, Citrix Workspace, Zoom, MS Teams.
- Used Bomgar to remote into end users computers to provide assistance
- Used Duo Mobile and Microsoft Authenticator for registering, user authentication, and device management.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
Technical Support Analyst
Los Angeles County Courts
07.2020 - 11.2021
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Furnished technical support via phone, chat, and email to approximately 30 end users a day.
- Resolved issues with systems, hardware and telephones quickly and accurately for court staff.
- Troubleshot LA CourtConnect site for scheduling remote appearance for callers (MAC OS/iOS & Windows/Android devices)
- Monitored ticketing system to prioritize and address support requests promptly.
- Entered and updated tickets using ServiceNOW ticketing system
- Assisted with registering litigants for Online Dispute Resolution on LACourt.org site
- Setup Webex meetings for courtrooms & provide meeting credentials to courtroom clerks/administrators.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Managed a diverse caseload of technical inquiries while maintaining a focus on quality service delivery and prompt issue resolution.
- Leveraged diagnostic tools to troubleshoot network connectivity issues, restoring critical services for clients quickly and efficiently.]
Technical Support Engineer
MMGY
07.2018 - 04.2020
- Diagnosed and resolved technical issues for clients in-person, phone, email, and remote (GoToAssist) technical support to end users
- Collaborated with cross-functional teams to identify recurring issues and prevent escalations.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Delivered Tier-3 support and SME input to internal and external customers.
- Optimized network performance, regularly monitoring and adjusting configurations to meet changing demands.
- Served as key liaison between technical team and non-technical stakeholders, translating complex technical details into understandable terms.
- Led training sessions for new staff to ensure high-quality technical support standards across team.
- Empowered users by conducting workshops on best practices for software and hardware maintenance.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Troubleshot Google Suite apps, Office 365, Internet web browsers (Firefox, Chrome), Adobe Creative Cloud, Windows 10, Mac OSX, IOS and Android mobile devices and tablets, Zoom, network/local printers.
- Setup and configured VPN connection.
- Created new accounts, confirm accounts are in proper OU, reset password, unlock accounts in Active Directory.
- Installed company image and re-imaged work computers (Windows 10/Mac OS).
- Used Fresh Service ticketing system.
- Used Duo Mobile and Microsoft Authenticator for registering, user authentication, and device management.
Technical Support Analyst
NBC Universal
05.2017 - 03.2018
- Delivered technical support to end users, in person, or via phone, email, and/or remotely (Bomgar, LogMeIn, Jabber) .
- Troubleshot MS Office 2010/2013/2016, Office 365, Internet web browsers (Explorer, Firefox, Chrome), Adobe Acrobat products, Windows 7/8/10, Mac OSX, IOS and Android mobile devices and tablets, network/local printers, SAP, Company applications/programs
- Performed password resets, unlock accounts, add/remove groups in Active Directory
- Imaged and re-imaged company computers (Mac OS, Windows 7/8/10).
- Activated (Verizon/AT&T), setup, & configure using Airwatch on company mobile devices (IOS, Android, tablets).
- Used Service Now ticketing system to manage assignment.
- Used Duo Mobile and Microsoft Authenticator for registering, user authentication, and device management.
IT Support Specialist
AIG
02.2016 - 05.2017
- Implemented best practices for data backup and recovery processes to safeguard information.
- Provided face-to-face, over the phone, email, and remote (Bomgar) technical support to end users.
- Troubleshot MS Office, Outlook 2010/2013, Outlook 365, Internet Explorer, Mozilla Firefox, Adobe products, Windows 7, Mac OSX, IOS and Android mobile devices and tablets
- Performed password resets, unlock accounts, add/remove groups in Active directory.
- Used Ghost to prepare a company image. Install image on computers (Windows 7/8/10, Mac OSX).
- Setup & configured company mobile devices (Iphone, Ipad, Android) using Airwatch and Good Technology.
- Trained staff through virtual workshops on enhancing overall productivity and user satisfaction.Conducted virtual workshops for teaching introduction to Excel Basics and Iphone & Ipad Ticks and Tricks.
- Setup & configured end users with network multi-functional printer access.
- Used Service Now ticketing system (Introduction to Sonic ticketing system).
- Escalated ticket to proper assignment group when needed.
- Trained staff on IT systems, enhancing overall productivity and user satisfaction.
Broker Technical Support
Anthem
09.2015 - 01.2016
- Improved operational efficiency and client satisfaction, streamlining account management processes.
- Utilized advanced technology tools to streamline operations and improve efficiency within the brokerage team.
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Kept record of detailed information for every call with client information, issue, and resolution.
Customer Support Analyst
Verizon
08.2014 - 02.2015
- Worked within task management system to receive, manage, and close support requests.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Used various software systems to analyze and troubleshoot services to quickly resolve issues.
- Scheduled dispatch service and/or equipment shipment to customer location.
- Managed high-volume support ticket queues, prioritizing cases based on urgency and impact.
IT Support Specialist
Atos/JD Powers & Associates
07.2012 - 07.2014
- Managed high levels of call flow and responded to technical support needs.
- Implemented best practices for data backup and recovery processes to safeguard information.
- Provided technical support for hardware and software issues across organization.
- Resolved user inquiries through ticketing system, ensuring timely responses and solutions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
IT Support Technician
Los Angeles Unified School District
07.2004 - 06.2012
- Provided technical support for hardware and software issues, ensuring minimal downtime for staff and students.
- Troubleshot network connectivity problems, facilitating seamless communication across educational platforms.
- Collaborated with educators to integrate technology into classrooms, enhancing teaching methodologies and student engagement.
- Maintained inventory of IT equipment, ensuring availability of necessary resources for instructional staff.
Education
High School Diploma -
James Monroe High School
North Hills, CA01.1995
No Degree - Computer Information Systems
Los Angeles Valley College
Van Nuys, CASkills
- Technical troubleshooting expertise
- Exceptional telephone etiquette
- Analytical problem solver
- Proficient in organization
- Customer service specialist
- Proficient in Active Directory management
- A certified professional
- Proficient in Microsoft Office applications
- Proficient in Mac OSX and Windows
- Certified Dell technician
- Positive interpersonal skills
- Effective collaborator
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
IT Support Analyst
PG&E / Management Consulting Group
01.2024 - Current
IT Support Consultant
USC/Cynet
07.2023 - 01.2024
IT Support Specialist
Quinn Emanuel
02.2022 - 08.2022
Technical Support Analyst
Los Angeles County Courts
07.2020 - 11.2021
Technical Support Engineer
MMGY
07.2018 - 04.2020
Technical Support Analyst
NBC Universal
05.2017 - 03.2018
IT Support Specialist
AIG
02.2016 - 05.2017
Broker Technical Support
Anthem
09.2015 - 01.2016
Customer Support Analyst
Verizon
08.2014 - 02.2015
IT Support Specialist
Atos/JD Powers & Associates
07.2012 - 07.2014
IT Support Technician
Los Angeles Unified School District
07.2004 - 06.2012
High School Diploma -
James Monroe High School
No Degree - Computer Information Systems
Los Angeles Valley College
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