Josue Amezcua
I.T Support
Midland,Tx
Summary
IT professional with 19-year background in system administration, hardware and software troubleshooting for state government, higher education and Oil & Gas Industry. Successful maintaining and repairing various computer peripherals, including Dell and HP repairs. Committed to delivering smooth communication between staff, clients, and management. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
19
19
years of professional experience
Work History
Technical Services Specialist
Beacon Hill Staffing Group LLC.
Midland , TX
2023.05 - 2024.01
- Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
- Remained on-call for emergency tickets through night and weekend shifts.
- Followed diagnostic and remediation policies, applying prescribed support methods to assigned tickets.
- Enhanced interfaces to promote better functionality for users.
- Troubleshot and maintained networking devices and infrastructure across enterprise.
- Identified and immediately resolved issues with network devices.
Network Specialist III
Texas Department Of Public Safety
MIDLAND , United States
2021.12 - 2023.05
- Diagnosed system hardware and software problems using advanced root-cause analysis.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Delivered onsite technical support for 250+ employees.
- Translated complex technical issues into digestible language for non-technical users.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Submitted service tickets for equipment maintenance requests.
I.T Field Support
Enlink Midstream
Midland , TX
2019.01 - 2020.04
- Manage all aspects of Delaware Basin including travel to remote sites and regions
- Supporting IT locally and remotely and assisted other technicians in Permian Region including network support as needed
- Worked as member of Information Technology Technical Support Team supporting office and field employees
- Mobile device configuration to company policy
- Scheduled weekly visits for remote regions to assure no issues interfered with everyday-day operation
- Microsoft Active Directory/Exchange - work with IT Staff to manage user accounts and set user membership in
- Manage and maintain network and/or network equipment rooms and cabinets.
- Installing Network print services, Adhere to company guidelines for Cyber Security and make sure all office and field employees where up to date with said guide lines
- Setting up shared network drive space and security,
- UPS equipment implementation and support, organize and install cabling, Server room air conditioning systems support,
- Carried out day-to-day duties accurately and efficiently
- Demonstrated respect, friendliness and willingness to help wherever needed
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Helped streamline repair processes and update procedures for support action consistency
- Proved successful working within tight deadlines and fast-paced atmosphere
I.T Support Analyst
Kelly Services
Midland , TX
2019.01 - 2019.03
- Proved successful working within tight deadlines and fast-paced atmosphere
- Collaborated with team members to achieve target results
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Developed team communications and information for meetings
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Provided support for network infrastructure and baseline configurations
- Logged activities in tracking system to maintain accurate, timely records
- Configured hardware, devices and software to set up work stations for employees
PC Network Assistant
Midland College
MIdland , TX
2006.08 - 2019.01
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Configured hardware, devices and software to set up work stations for employees
- Configured hardware and granted system permissions to new employees
- Removed malware, ransomware and other threats from laptops and desktop systems
- Logged activities in tracking system to maintain accurate, timely records
- Walked user through series of steps to determine problem and implement likely solution
- Provided end-user system and equipment training
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group
- Responded to inquiries by phone, email and walk-up requests
- Worked with document imaging technologies and deployment software
- Oversaw installations of new technology and new personnel training
- Provided support for network infrastructure and baseline configurations
- Installed new desktop systems and migrated data to new machines
- Supervised daily configuration activities and business systems operations
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Helped streamline repair processes and update procedures for support action consistency
- Rolled out software updates and applied server patches to thwart threats from penetrating networks
Education
No Degree - AAS in Network Systems
Midland College
Midland, TX 2021.12 - Current
Skills
Network Administrationundefined
Accomplishments
- Managed more than 100 end users for over 3 remote sites.
- Provided Tier 1 network-monitoring services on multiple platforms while providing excellent customer service for more than 100 users.
Timeline
Technical Services Specialist
Beacon Hill Staffing Group LLC.
2023.05 - 2024.01
No Degree - AAS in Network Systems
Midland College
2021.12 - Current
Network Specialist III
Texas Department Of Public Safety
2021.12 - 2023.05
I.T Field Support
Enlink Midstream
2019.01 - 2020.04
I.T Support Analyst
Kelly Services
2019.01 - 2019.03
PC Network Assistant
Midland College
2006.08 - 2019.01
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