Joseph Leon Guerrero
Graniteville,SC
Summary
An energetic Communications Cable and Antenna Systems and Helpdesk support analyst with 10+ years of experience and over 18 years of Active Duty Military Knowledge. Ready to learn and undertake challenging technical support triage duties in demanding environments. An excellent relationship with customer support and maintaining network communications. Cognizant of when to go hands-on with issues and when to delegate support calls to appropriate personnel. Eager to apply personal technological expertise to support tasks and keen technical judgment to fast-paced personnel delegation Professional Help Desk Analyst with proficiency in providing excellent and efficient technical support by prioritizing most important tasks with an eagerness to continually develop relevant skills. Available to travel to remote locations for off-site issues. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Mid Tier Service Desk Analyst
Saic - Science Applications International
Graniteville, SC
10.2021 - Current
- Resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
- Support desktops, laptops, mobile devices, printers, scanners, and other hardware
- Applies basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
- Diagnose, identify, isolate, and analyze problems utilizing historical database records.
- Route calls to product line specialists, application, or system support specialists.
- Maintain and updates records and tracking databases.
- Escalates complex problems to higher level of expertise within organization.
- Documents all customer interactions within a ticketing system.
- Alert management to recurring problems and patterns of problems.
- Provide exceptional customer support through various contact methods such as phone, chat, email.
- Respond to customer support requests in a fast, efficient and friendly manner.
- Accurately and thoroughly document customer requests.
- Resolve customer incidents and requests if able or assign to higher tiers as required.
- Act as a single point of contact for existing incident and requests.
- Provide customers with a reference number for their incident/request.
- Identify process and procedures which need to be corrected or added to.
- Provided telephone support to staff members who require assistance with their computers or network connections.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
Help Desk Analyst
SAIC/Unisys/Teksystems
Augusta, GA
04.2020 - 09.2021
- Provide excellent services through phone to Defense Information Systems Agency (DISA) IT users for basic end user related hardware’s and software’s, desktop related LAN network systems.
- Configuration and resetting the DISA network access accounts whenever required.
- Installation and modification of new hardware and software to resolve technical issues.
- Processing software’s and hardware’s by coordinating user setups, installations and upgrades.
- Provide training to end users.
- Provide Service Desk Support to approximately 2.1 million worldwide users using industry best practices and global service desk policy, either directly or indirectly based on application service level agreement requirements.
- Most of these users have Level 1/ Tier I support external to DISA.
- Provide Service Desk Support Level 1 & Level 2 Tier I.
- This includes handling of the following interactions: phone calls, e-mails, chat, instant messaging, and texts.
- Sources of interactions are from customers and system events.
- Interact and work with a diverse DISA customer base and possess excellent oral / written communications skills as well as perform in a courteous, professional, and project oriented manner.
- Document and update tickets.
- This may include recording any pertinent information regarding incidents / outages in the daily shift log / journal and preparing monthly shift activity reports for delivery to the appropriate Government Operations Chief.
- Provides and Follows up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Breaks down and evaluates user problems, using test scripts, personal expertise and probing questions in order to resolve the issue for the end user.
- Manage customers' expectations of support and technology functionality in order to provide positive user experience.
- Assisted customers by troubleshooting and resolving technical problems.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
- Supported customers with online billing, access and account issues.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Developed and maintained positive customer relationships resulting in increased account services and expansion.
- Managed user profiles, security access and shared file structures.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Handled large volume of phone calls, chat and emails in support of Desktop Applications.
Senior Training and Schools Manager
US Army
Fort Gordon, GA
08.2013 - 12.2019
- Performed as the Headquarters Training and Schools manager consisting of four Continental United States based Expeditionary Organizations and one separate agency of over 2,200 employees.
- Responsible for the processing, tracking, and enrollment of the organizations personnel to attend Professional Leadership Development courses, Specialized Military training and schools across multiple installations.
- Managed the headquarters training and school’s organization readiness program; enabled the headquarters and organizations to meet the corporate office ORA standards.
- Developed tracking and reporting processes and organization standard operating procedure that increase efficiency of over 50.
- Mentored team members to succeed and advance within department and company.
- Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
- Presented training information via role playing, simulations and team exercises.
- Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations.
- Oversaw training courses and promotional paths for professionals and leaders.
- Analyzed each department's training needs and developed new training programs based upon data collected.
- Led training classes and recorded instruction for later use.
- Supervised average of 5 training specialists in Schools and Training department, overseeing work, optimizing performance and motivating excellence.
Senior Information System Supervisor
U.S. Army
Yongsan, Seoul, South Korea, South Korea
07.2011 - 07.2014
- · Executed duties as a Team Leader; superbly completed maintenance, training, and administrative requirements for 30 personnel
- · Performed as the Information System Supervisor responsible for tasking orders and tracking over 13 operational network affairs for a strategic Organization with five companies
- · Executed over 200 task orders for sustainment and operational objectives for the organization; achieved responsibility requirements and met deadlines in a timely matter
- · Served as Tower Trainer instructor, diligently qualified 15 employees on climbing, rappelling, safety and rescue for tower maintenance operations.
- · Trained and qualified 10 primary Telephone Control employees on their duties for the organization and instructed classes on the Line Service request website; resulting in their agencies receiving valuable customer care and support
- Performed preventive maintenance and upgraded systems to improve network, system and data availability and integrity.
- Managed, troubleshot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support.
- Delivered comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Delivered consistent and quality mentoring, training and onboarding for teams of contractors and staff members.
Cable and Antenna Systems Specialist
U.S. Army
Fort Detrick, MD
06.2009 - 06.2011
- Supervised and assisted 4 employees in the renovation of a communications network closet and installation of a fiber optic network that enhanced the communication capabilities for the organization.
- Performed duties as Senior Cable and Antenna Systems Specialist for an operational based organization; provide Depot level maintenance for over 13 antenna systems and a 15-mile radius of secure and non-secure coaxial copper and fiber optic local area network infrastructure.
- Fielded user requests and queries to deliver troubleshooting services and implement corrective actions.
- Evaluated and interpreted service requests, issuing recommendations to assist planning, organization and expansion of large-scale projects.
- Maintained problem resolution procedures, tracking QA support to document and address IT deviations and monitor information system performance.
- Supported IT inspections based on internal and regulatory requirements.
- Installed wiring, cabling and devices to establish, repair and improve network operations.
- Installed and repaired network cables, including fiber optic cables, Ethernet cables and other networking cabling and conduits.
- Trained team members and users in newly implemented and emerging technology to enhance business productivity.
- Documented all facets of technology department operations, including network infrastructure, licenses and FAQs, facilitating consistent responses and team operations.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Senior Cable Systems Supervisor
US Army
Mannheim, Germany, Germany
06.2006 - 04.2009
- Supervised a 5 personnel team, providing regional strategic level organization command and control Support.
- Responsible for the installation, operation, and maintenance of over two hundred coaxial and fiber optic cable infrastructures.
- Installed over ten thousand CATEGORY-5 and Fiber optic lines to established local area networks in over 10 counties.
- Maintained over $250,000 cable and antenna installation equipment with zero loses or damages.
- Trained over 150 personnel on proper installation and network maintaining raising overall readiness by 25 percent.
- Continued cross training on Satellite network software and tracking to raise team expertise.
- Performed preventive maintenance and upgraded systems to improve network, system and data availability and integrity.
- Managed, troubleshot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support.
- Implement policies, procedures, and best practices to safeguard and protect data, reports, and access.
- Delivered comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Implemented inventory control measures to replenish and maintain IT equipment, supplies, tools, and replacement parts.
Senior Cable Installer and Maintainer
US Army
Fort Hood, TX
07.2002 - 06.2006
- Supervised 6 team personnel on installation of CAT-5 and fiber optic cables with no damage equipment.
- Assisted with an Outside plant installation team to established and construct a primary and secondary communication FIBER ring around a 25-mile radius on two installations.
- Installed outlets, drops, converters, modems and digital terminals.
- Performed troubleshooting by inspecting equipment and measuring signals to identify issues.
- Repaired equipment to support continual service.
- Used tools, equipment and vehicles to avoid injuries and mishaps.
- Performed work for military and commercial customers, including connecting, reconnecting, disconnecting or altering services.
- Troubleshot and diagnosed systems using speed, ping and related tests.
- Completed tests on system components using volt-OHM meters, spectrum analyzers and other useful tools.
- Placed insulation over conductors and sealed splices with moisture-proof covering to prevent energy from dissipating into surroundings.
- Set up service for customers by installing, connecting, testing or adjusting cable equipment.
Merchandise Coordinator
Duty Free Shoppers
Tumon, Guam, Guam
01.1995 - 01.2002
- Develop and implement visual merchandise standards, policies, and procedures of all assigned stores.
- Implement floor set package designs that complement new merchandising strategies.
- Negotiate with suppliers for pricing and assist in setting retail prices.
- Handle inventory, cataloging, and display of merchandise, in-store.
- Manage product roll-outs, perform markdowns and ensure that all sales opportunities are fully taken advantage of.
- Account for an organize merchandise, props and grip equipment, and load and unload merchandise onto delivery vehicles.
- Assist in rigging, painting and assembling merchandise, prop preparation and setting up and breaking displays.
- Develop and maintain meaningful relationships with associates and all levels of management.
- Communicate trends and product knowledge to all assigned stores in a bid to keep them updated with the market.
- Act as the first point of contact for information, materials, and samples for all cross-functional teams.
- Initiate requests and provide follow up on packaging, signage, and collateral associated with each item.
- Respond to requests and resolve store and customer service issues by following company protocol.
- Create and maintain accurate and updated records of periodic replenishment purchase orders.
- Develop and maintain collaborative relationships with vendors and supplies in a bit to speed up and streamline procurement processes.
- Arranged items in favorable positions and areas of store to attract customers and optimize sales.
- Assisted in gathering and moving materials and equipment for assigned displays.
- Monitored stock to maintain sufficient quantity of featured product.
- Printed labels and tags for for-sale merchandise.
- Checked products for quality and accurate pricing.
- Designed sales floor according to newest and most-sold products.
- Updated seasonal displays such as windows and mannequins to highlight current product lines.
- Organized and located inventory, updating store spreadsheets to reflect statistical data.
- Ordered supplies and products based on accurate forecasting.
- Authorized invoice payments and merchandise returns.
- Ran weekly and monthly strategy reports to analyze business trends and provide recommendations.
- Compiled reports based on periodic competitive pricing shopping trips.
Stock Clerk
Duty Free Shoppers Guam
Tumon, Guam, Guam
01.1993 - 01.1995
- Accept delivered packages and ensure proper amount is inside.
- Unload merchandise.
- Mark items with identifying codes, such as price, stock, or inventory control codes.
- Stock shelves with unpacked items.
- Ensure label is clear and visible.
- Help customers fill orders.
- Complete customers mail, Web, and phone orders by retrieving the ordered merchandise.
- Compute price of merchandise.
- Keep records of sale.
- Prepare merchandise for shipment.
- Replenish inventory.
- Ensure customer received product.
- Replace damaged or missing products.
- Operate forklift to lift or place merchandise.
- Work with salespeople on inventory and orders.
- Carried out duties within fast-paced retail environment, providing organized stocking methods and plans.
- Monitored work areas for cleanliness and functionality and removed obstacles for safety.
- Organized storage of articles in bins, floor, shelves and assigned areas according to product categories.
- Assisted coworkers with special projects to learn new tasks while gaining additional responsibilities.
- Replenished inventory with focus on addressing customer needs.
- Rotated inventory from oldest to newest to maintain fresh stock.
- Received deliveries, scanned packages and updated orders in internal database.
- Bent, lifted, opened, and moved retail products weighing up to 75 pounds.
- Examined packages and goods for damage and notified vendors of replacement needs.
- Rotated goods in inventory by following “first in, first out” approach to keep shelves organized and well-stocked.
- Readied merchandise for sales floor by marking items with identifying codes and accurate pricing.
- Operated forklift to elevate or place merchandise in appropriate areas.
- Maintained neat, safe and orderly workspace to prevent accidents and injuries.
- Followed proper stock rotation procedures to minimize obsolescence and remove out of date items from sales floor.
- Received incoming product deliveries and relocated to storage shelves, coolers or bins.
- Lifted materials of varied weights on regular basis.
- Assisted customers by locating items and loading heavy purchases in vehicles.
- Greeted customers and retrieved requested products to drive satisfaction.
- Moved and rebuilt shelves, racks and displays to increase visibility of merchandise.
- Counted and stocked different types of merchandise to comply with inventory control tag requirements.
- Palletized merchandise for easy movement to sales floor locations.
- Tracked inventory, conducted cycle counts and audits and resolved issues to maintain accurate records.
- Ensured no damaged or expired items were placed on shelves.
- Stocked shelves with items making sure items were not outdated and brought forward.
- Updated signage to reflect new pricing or temporary promotional strategies to increase sales.
Education
Some College (No Degree) - Computer Networking
Augusta Technical College
Augusta, GASkills
- TOP SECRET/ SCI Clearance
- Comptia Security Plus Certified
- HDI Support Center Analyst Certified
- Cable Installations
- Training Management
- VMWare
- BladeLogic
- OEM
- Leadership
- Fiber Optic Installer Certified (ETA)
- ITSM
- Active Directory
- DISA Multi-host Internet Portal Applications (MIAP)
- Army Training Requirements and Resources System (ATRRS)
- Team Building
- Support Ticket System management
- MS Office (Word, Excel, Access, Powerpoint)
- Report creation
- Service ticket tracking
- Service desk support
- Customer support needs assessment
- Call Center Operations
- Technical troubleshooting
- Application installations
- Customer education
- Providing customer support
- Software and hardware assistance
- Recording support tickets
- Communicating with clients
- Technical support services
- Software upgrades
- Technical Troubleshooting
- Computer maintenance
- Lifting up to 50 pounds
- Terminating cables
- Operating equipment
- Using instruments
- Safety awareness
- Installing equipment
- Diagnosing issues
- Instructing customers
- PPE use
- Working collaboratively
- Problem resolution
- Configuring devices
- Maintaining components
- Building cases
- Controlling inventory
- Testing devices
- Training & Development
- Communication
- Work ethic
- Critical thinking
- Planning
- Multitasking
- Time management
- Reliable and trustworthy
- LAN/WAN
Certification
- Comptia Security + Certified
- HDI Support Center Analyst Certified
- Fiber Optic Installer Certified (ETA),
- Senior Leadership Course Technical and Management Development Course, (315 Hours)
- Advanced Leadership and Management Development Course, (220 hours) Basic Leadership Development Course, (120 hours)
Personal Information
CISCO Routing training, 40 hours
Nodal Network Systems and Operations, 40 hours
Fiber Installation and Maintaining, 40 hours
Fiber Optic Installer Course (Electronic Technicians Associations)
US AIR FORCE Communications Cable and Antenna systems School
US ARMY Cable Installation and Installer Maintainer, 320 hours
HDI Support Center Analyst Certified
Timeline
Mid Tier Service Desk Analyst
Saic - Science Applications International
10.2021 - Current
Help Desk Analyst
SAIC/Unisys/Teksystems
04.2020 - 09.2021
Senior Training and Schools Manager
US Army
08.2013 - 12.2019
Senior Information System Supervisor
U.S. Army
07.2011 - 07.2014
Cable and Antenna Systems Specialist
U.S. Army
06.2009 - 06.2011
Senior Cable Systems Supervisor
US Army
06.2006 - 04.2009
Senior Cable Installer and Maintainer
US Army
07.2002 - 06.2006
Merchandise Coordinator
Duty Free Shoppers
01.1995 - 01.2002
Stock Clerk
Duty Free Shoppers Guam
01.1993 - 01.1995
Some College (No Degree) - Computer Networking
Augusta Technical College
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