Jose Fuentes
Deltona,USA
Summary
Tireless IT Technician committed to supporting customer satisfaction with response times, resolution acceptance and communication. Amiable provider of invaluable services needed to keep businesses up and running.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Insight
01.2023 - Current
- Provide desktop I.T. support for multiple company accounts.
- Provide backup support for service desk L2 support team.
- Resolved thousands of tickets.
- Familiar with Service Now and Peregrine ticket systems.
- Support onsite and remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Provide issue resolution through script and patch updates.
- Provide mobile device support via Airwatch and Microsoft Intune.
- Provide end user account management support via active directory and NetIQ advanced authentication.
- Enhance IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Provide detailed documentation for IT service desk processes and procedures, application troubleshooting, facilitating knowledge transfer and promoting consistency across support teams.
- Deliver comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Provide service desk SLA reports regarding metric data and performance.
- Provide Citrix session troubleshooting and support.
I.T. TECHNICIAN/OWNER/OPERATOR
Self Employed Services
Deltona, FL, USA
08.2017 - Current
- Company Overview: Clients include Hague Consulting, JJ Pharmacy and dozens of other businesses and home offices
- Respond to assistance requests from customers and directed individuals through basic troubleshooting tasks
- Explain technology-related details in easy-to-understand terms to customers from different backgrounds and in various job positions
- Perform internal vulnerability scans to harden owned systems against intrusion and malicious activity
- Perform troubleshooting on networking and connectivity issues to restore connections and network access
- Disassemble computer systems to troubleshoot and resolve hardware issues
- Remove malware and viruses from laptops and desktop systems using specialized software
- Update software versions with patches and new installations to close security loopholes and protect users
- Advise customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices
- Consult via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
- Provide printer support
- Provide telephony support
- Clients include Hague Consulting, JJ Pharmacy and dozens of other businesses and home offices
COMPUTER END USER SPECIALIST
Adventist Health System
DeLand, FL, USA
08.2004 - 04.2016
- Resolved service requests by individually troubleshooting and addressing user issues
- Surveyed and supported technology assets to maintain business continuity
- Researched and maintained IT project and service documentation to assist future problem resolution
- Designed and customized implementations to provide system integrity and security
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks
- Prioritized and fielded IT ticket requests, providing technical support, troubleshooting and issue resolution to maintain system performance levels
- Performed weekly Meditech server backups
- Assisted Iron Mountain backup delivery
- Setup exchange server accounts
- Setup Active Directory users and group accounts
- Setup VPN user accounts and customer VPN assistance
Education
Bachelor of Arts - Communication, Minor in Information Technology
George Mason University
Fairfax, VA05.2000
Skills
- Application installations
- Troubleshooting and diagnostics
- Issue diagnosis and resolution
- System upgrades
- Computer configurations
- Hardware diagnostics
Certification
- COMPTIA A+ Certified, COMP001002700746
- Computer Service Technician CST, CSTFL228
- ISC2 Certified in Cybersecurity-1899174
Activities
- Cerner contribution award.
- Adventhealth Corporate 2008 Recognition and contribution award.
- Deland Hospital 2015
Timeline
IT Service Desk Analyst
Insight
01.2023 - Current
I.T. TECHNICIAN/OWNER/OPERATOR
Self Employed Services
08.2017 - Current
COMPUTER END USER SPECIALIST
Adventist Health System
08.2004 - 04.2016
Bachelor of Arts - Communication, Minor in Information Technology
George Mason University