Joseph Gomez
Arlington,TX
Summary
Dedicated IT Support Technician with 2 years of comprehensive experience in troubleshooting, diagnosing, and resolving technical issues across software, hardware, and network systems. Proficient in deploying and configuring systems, with a strong understanding of IT infrastructure and security protocols. Leveraging 5 years of customer service expertise to deliver exceptional user support and build strong client relationships. Seeking to contribute technical acumen and problem-solving skills to a forward-thinking IT team.
Overview
5
5
years of professional experience
Work History
IT Service Desk Analyst
Lincoln Financial Group
01.2023 - 11.2023
- Deliver routine work independently, in accordance with established procedures and guidelines, in a timely manner and meets deadlines appropriately.
- Provide IT support for corporate employees including applications such as Citrix, Office 365, AWD, Duo, Genesys and hardware such as desktops, laptops, company phones/tablets and network printers.
- Uses escalated MS Active Directory privileges to assist with common account issues
- Actively participate in team meetings to share knowledge and improve processes.
- Escalate network, application and telecommunication issues to maintain the highest level of system availability for the business.
- Promptly open tickets, checks and logs all calls on support activity and resolution Via ServiceNow
IT Service Desk Analyst
Brinker International
09.2021 - 09.2022
- IT support for 1000+ restaurants including troubleshooting applications such as Menulink, Aloha, Citrix, Taleo, and hardware such as Juniper Network Switches, running JunOS
- Uses escalated MS Active Directory privileges to assist with common account issues
- Remotely works with file servers, terminals, desktops, and laptops to resolve customer issues
- Work with vendors to restore service and/or replace equipment
- keep detailed and up to date incident notes using ServiceNow
Team Member/Trainer
Chick Fil A
06.2018 - 09.2021
- Upheld excellent communication with co-workers Oversee food preparation and production, ensuring food safety procedures are always 100% adhered to
- Provided excellent customer service ensuring that high standards were met and all policies and procedures fully followed
- Collected payments, operated a cash register, and resolved any customer inquiries
Education
Google IT Support Certificate, -
Coursera
04.2022
Skills
Customer Service
Team player
Communication
Sense of Urgency
Active Directory
Powershell
Aloha
SCCM
Microsoft 365
ServiceNow
CyberArk
Citrix
Timeline
IT Service Desk Analyst
Lincoln Financial Group
01.2023 - 11.2023
IT Service Desk Analyst
Brinker International
09.2021 - 09.2022
Team Member/Trainer
Chick Fil A
06.2018 - 09.2021
Google IT Support Certificate, -
Coursera