Joshua Galvez
Waukegan,IL
Summary
Skilled System Support Engineer successful at using judgment and advanced technical acumen to make positive impact on resolutions. Forward-thinking and resourceful professional with diligent mindset and disciplined approach. Subject Matter Expert in Microsoft products and Poly devices.
Overview
16
16
years of professional experience
Work History
Support Engineer
CMIT Solutions of Downtown Chicago
04.2022 - Current
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Assisted with Azure implementation in clients organization and onboarded all new hires in Azure (Entra
- Weekly onsite visits to provide break/fix support on users devices
- Collaborated closely with internal development teams to validate and rollout software patches, ensuring seamless updates for endusers.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Connected to computer of client using remote link to install programs and applications.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
Field Repair Technician
Assurant
05.2019 - 04.2022
- Enhanced equipment performance by conducting regular maintenance and troubleshooting tasks.
- Reduced downtime for machines through proactive identification and resolution of technical issues.
- Streamlined processes by implementing efficient workflows and improving technician training programs.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Implemented cost-saving measures by identifying opportunities for process improvements and resource optimization.
- Provided expert advice on equipment selection, leading to an overall improvement in operational efficiency.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Managed inventory levels of spare parts efficiently, reducing delays due to lack of resources during repair jobs.
- Contributed to the development of preventive maintenance schedules, leading to a decrease in unexpected breakdowns.
- Tested components and systems to evaluate performance and identify concerns.
- Mentored junior technicians in maintenance, repair and reporting duties.
Technical Consultant
Sprint/ Asurion
08.2008 - 04.2019
- Analyzed and diagnosed mobile device software issues
- Provided hardware support (i.e.- Cracked display, charging port, battery, speaker, vibrate motor, sensor issues)
- Reduced downtime and improved productivity by providing timely technical support to clients, addressing their concerns and solving problems quickly.
- Documented all device troubleshooting through E-Ticketing software
- Educated customers on device use and use of features
- Weekly inventory count
- Apart of special support team that built a in house repair station for Samsung Devices at Company's Corporate location in TN and trained Technicians on the process and how to repair devices
Assistant Systems Administrator (Student Worker)
Alta College
01.2014 - 05.2014
- Enhanced network security by implementing regular system updates and monitoring for potential vulnerabilities.
- Streamlined IT support processes for increased efficiency in addressing user issues and concerns.
- Developed and maintained comprehensive documentation of network infrastructure, ensuring seamless knowledge transfer among team members.
- Assisted with server maintenance tasks, resulting in improved uptime and overall system reliability.
- Assisted Faculty and Students with lockouts of their user profiles and personal computer issues
- Responsible for providing desktop and hardware support for employees and equipment
- Entered commands and observed system functioning to verify correct operations and detect errors
- Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
- Assisted in administration of VOIP phone system and end user support
- Conferred with staff, users, and management to establish requirements for new systems or modifications
- Responsible for coordinating resolution with various work groups; edited and maintained knowledge documents
- Responsible for updating Window Server Update Service
- Helped student work in or install software in Oracle virtual machine
- Active Directory minor access control, setup 2008 and 2012 active directory.
Computer Technician (On Call Basis)
Teranet Consultant Incorporated
03.2008 - 04.2013
- Responsible for providing desktop and hardware support for employees and equipment
- Answered user inquiries regarding computer software or hardware operation to resolve problems
- Entered commands and observed system functioning to verify correct operations and detect errors
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
- (Disk cleanup, Defrag, Anti-virus, Anti-malware)
- Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
- Assisted in administration of VOIP phone system and end user support
- Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems or to provide technical assistance and support
- Referred major hardware or software problems or defective products to vendors or technicians for service
- Developed training materials and procedures, or trained users in the proper use of hardware or software
- Conferred with staff, users, and management to establish requirements for new systems or modifications
- Responsible for coordinating resolution with various work groups; edited and maintained knowledge documents
- Responsible for updating Window Server Update Service
- Posted media display and updated image when needed; Imaged or re-imaged computers using Ghost software
- Trained and provided support for diverse groups of users
- Managed PC support and management support duties as needed
Education
Information Technology Systems Security - Computer Science And Network Security
Westwood College
Chicago, IL03.2016
Skills
- PC hardware installation/repair and disk imaging
- Call tracking, case management, and solution integration
- Help Desk & Hardware Support
- System Upgrades/Conversions
- Peer-to-Peer User Groups
- First-Level PC Support
- Cross Platform
- Support SOP Writing
- Hardware Upgrades
- Software Patches
- Backup and Recovery
- Remote Support
- Hardware and Software Installation
- Hardware Troubleshooting
- Customer Education
- Hardware Support
- Technical Support
- Operating Systems
- Problem Solving
- Cloud Computing
- System Administration
- Computer Diagnostics
- Mac Systems
- Laptop Servicing
Academic Training
- Linux Operating Systems
- Cisco Routing and Switching
- Microsoft Windows 7 Hardware and Software
- Desktop Computing
- Microsoft Server 2012R2
- Microsoft Office 2013
Timeline
Support Engineer
CMIT Solutions of Downtown Chicago
04.2022 - Current
Field Repair Technician
Assurant
05.2019 - 04.2022
Assistant Systems Administrator (Student Worker)
Alta College
01.2014 - 05.2014
Technical Consultant
Sprint/ Asurion
08.2008 - 04.2019
Computer Technician (On Call Basis)
Teranet Consultant Incorporated
03.2008 - 04.2013
Information Technology Systems Security - Computer Science And Network Security
Westwood College