Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Jose Guzman

Omaha,NE

Summary

Attentive Desktop Support Technician with over 11 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.

Overview

9
years of professional experience

Work History

Rainfocus
Omaha, NE

Onsite Operations Engineer (Contractor)
05.2022 - Current

Job overview

  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Completed walk-downs and on-site inspections during equipment installations and change management phases.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Provided independent technical reviews of operational procedures and plans to eliminate functional bottlenecks.
  • Used coordination and planning skills to achieve results according to schedule

TEKSystems, w/ Centene Corp
Omaha, NE

Senior IT Support Specialist
10.2022 - 01.2023

Job overview

  • Configured hardware, devices, and software to set up workstations for employees.
  • Performed root cause analysis and general troubleshooting.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights following security best practices and department policies.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Provided consistent support through on-call rotation duty.

Spreetail
Omaha, NE

Helpdesk Engineer
07.2022 - 09.2022

Job overview

  • Performed root cause analysis and general troubleshooting.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Configured hardware, devices and software to set up work stations for employees.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Salesforce
Omaha, NE

Senior Techforce Analyst
04.2020 - 04.2021

Job overview

  • Performed root cause analysis and general troubleshooting.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Configured hardware, devices and software to set up work stations for employees.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Collaborated with outside departments to implement system-wide improvements.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Tableau Software
Omaha, NE

Senior Helpdesk Support Technician
10.2017 - 04.2020

Job overview

  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Activated accounts for clients interested in new services.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Tableau Software
Palo Alto, CA

Senior Desktop Support Technician
11.2013 - 10.2017

Job overview

  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and department policies.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Purchased, setup and installed new computers.
  • Learned and implemented new software testing procedures.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Education

Promineo Tech
Omaha, NE

Certificate of Completion from Data Engineering Bootcamp
03.2023

Promineo Tech
Omaha, NE

Certificate of Completion from Backend Software Development Bootcamp
12.2022

California State University Bakersfield
Bakersfield

Bachelor of Arts from Public Administration
06.2012

Skills

  • Worked in Windows, Mac OS X, and Linux environments
  • Mac Imaging using JAMF suite
  • Windows Imaging using SCCM & Dell KACE
  • Ticketing System Knowledgeable (Remedy, At-Task, Service Desk Plus, ServiceNow & Salesforce)
  • SAAS App Experience ( Onelogin, Okta, Duo, G-Suite, O365, Slack, Zoom, DropBox, etc)
  • Active Directory Administration
  • Coding Languages – JAVA, SQL, MySQL, Python

Timeline

Senior IT Support Specialist

TEKSystems, w/ Centene Corp
10.2022 - 01.2023

Helpdesk Engineer

Spreetail
07.2022 - 09.2022

Onsite Operations Engineer (Contractor)

Rainfocus
05.2022 - Current

Senior Techforce Analyst

Salesforce
04.2020 - 04.2021

Senior Helpdesk Support Technician

Tableau Software
10.2017 - 04.2020

Senior Desktop Support Technician

Tableau Software
11.2013 - 10.2017

Promineo Tech

Certificate of Completion from Data Engineering Bootcamp

Promineo Tech

Certificate of Completion from Backend Software Development Bootcamp

California State University Bakersfield

Bachelor of Arts from Public Administration

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Jose Guzman