Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Juan Pablo Palacio

Boston,United States

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines.

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network, hardware, software, and general support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

20
20
years of professional experience

Work History

Senior Information Technology Specialist

Morgan Stanley
Current
  • Execute Integration work
  • Managed and maintained the company's network and server infrastructure, ensuring high availability and uptime
  • Installed and configured hardware and software systems to meet business requirements
  • Implemented backup and disaster recovery solutions to protect critical data and information
  • Provided training and support to end-users on IT systems and applications
  • Troubleshoot and maintained AV conference room equipment
  • Conducted the planning, research, testing, configuration, licensing, and installation of hardware and software systems on Windows PCs
  • Supported Office 365 and Cloud Apps
  • Troubleshot Citrix and Windows VM
  • Supported the integration engine software
  • Provided support and guidance on interfacing and integration issues
  • Followed the Change Management process when implementing new interfaces
  • Performed troubleshooting and diagnosis for LAN/WAN performance and connectivity
  • Troubleshot and supported users with common issues on file management on SharePoint and OneDrive
  • Reported daily task on Jira and Service Now and managed devices with Intune, and JAMF
  • Managed and deployed iPhones, iPads, and Laptops
  • Kept inventory and device tracking of company assets.

Senior IT Support Specialist

Colliers International
06.2021 - 04.2023
  • Lead a team of IT professionals in managing and maintaining the company's IT infrastructure, including servers, networks, and software applications
  • Implemented new technologies and systems to streamline business processes and improve efficiency
  • Provided technical support to end-users and resolved complex IT issues in a timely manner
  • Conducted regular security audits and implemented measures to protect the company's data and information
  • Assisted in-office users and those working remotely with technical problems and quickly restored service
  • Worked successfully with Windows and Mac operating systems, as well as wide-ranging software programs
  • Set specifications for new systems and updates, factoring in input from management, staff, and users
  • Set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software
  • Collaborated with IT Team to support 15,000 employees across US and LATAM
  • Performed troubleshooting and diagnosis for LAN/WAN performance and connectivity
  • Supported Office 365, SharePoint, and Cloud Apps via Cloud Software Center
  • Troubleshoot issues related to Cloud base applications like Citrix, Argus, and Sales Force
  • Created and managed user in Active Directory.

Desktop Support Engineer

Sandra Network
01.2021 - 06.2021
  • Implemented strong anti-virus, backup, and virtualization strategies for clients
  • Assisted in-office users and those working remotely with technical problems and quickly restored service
  • Protected sensitive data with timely security patches and well-enforced networking policies
  • Worked successfully with Windows and Mac operating systems, as well as wide-ranging software programs
  • Collaborated with other departments to develop IT strategies and solutions that align with business objectives
  • Set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software
  • Gave support to diverse Ring Central Telephone Management Software
  • Supported Office 365 and Cloud Apps
  • Oversaw daily performance of computer systems
  • Helped users via telephone to diagnose and triage problems
  • Supported 600 users from different companies in MA with a proximate of 12 tickets per day
  • Performed troubleshooting and diagnosis for LAN/WAN performance and connectivity
  • Provided daily network maintenance to include installation, configuration, operation, and troubleshooting of switched networks and network equipment
  • Managed back-end requirements such as renewing domain name registrations
  • Created new users for Microsoft Office 365 and Google Suite
  • Performed Email migrations successfully for different companies.

IT Support Specialist

Institute of the Incarnate Word
09.2007 - 02.2021
  • Managed Ubiquiti UniFi Controller Software
  • Installed AV System on multiple locations
  • Managed and configured AV Systems
  • Supported Office 365 and Cloud Apps
  • Troubleshot Citrix and Windows VM
  • Reviewed, edited, and improved content contributions with focus on consistent brand messaging
  • Optimized sites by tracking data, identifying inefficiencies, and quickly resolving problems
  • Minimized downtime from server problems and planned maintenance, keeping sites up and running
  • Fixed desktop users' technical problems with remote analyses and expert diagnostic abilities
  • Traced root causes of technical failures with systematic approach to troubleshooting desktop hardware and software problems
  • Corrected common technical issues by guiding users through scripted remove support procedures
  • Configured, updated, and repaired personal/work desktop workstations.

Computer Technician Assistant

Private
08.2003 - 09.2006
  • Installed and configured computers and peripheral computer equipment such as printers and scanners
  • Improved people's performance by training each person in general knowledge of hardware and software use
  • Improved functionality of computers by installing new hardware and software
  • Oversaw daily performance of computer systems
  • Prepared equipment for customers use, including checking cables, operating systems, and software.

Education

Licentiate in Theology -

Pontifical University of St. Thomas Aquinas Angelicum
Rome, RM
02.2020

Bachelors in Theology -

Ven. Fulton Sheen Seminary
Chillum, MD
05.2015

Bachelors in Philosophy -

Ven. Fulton Sheen Seminary
Chillum, MD
05.2011

High School Diploma -

Warren Harding HS
05.2006

Skills

  • Cisco Switches
  • M365 Microsoft administration
  • SharePoint
  • Excellent Customer Service
  • Update and Installing Computer Hardware
  • Network configuration
  • Technical troubleshooting
  • Azure Active Directory
  • Multitasking
  • Database administration
  • MFA, multi-factor authentication
  • File backup and recovery
  • Servicenow, Jira, Datto
  • VoIP phones, Telecom Web Ex
  • Domain registration
  • IT Asset Management
  • Desktop support
  • Software Installation
  • A/V and Videoconferencing
  • VPN
  • LAN/WAN
  • Supply Management
  • Project Coordination
  • Technical Documentation
  • Account Administration
  • Cloud Applications
  • PC and Mac diagnostics and repair
  • Inventory Device
  • TCP/IP
  • Adobe Cloud
  • Network Protocols
  • Mobile Device Management
  • Information Security
  • System Administration
  • Disaster Recovery

Languages

English
Native or Bilingual
Spanish
Native or Bilingual
Italian
Full Professional

Timeline

Senior Information Technology Specialist

Morgan Stanley
Current

Senior IT Support Specialist

Colliers International
06.2021 - 04.2023

Desktop Support Engineer

Sandra Network
01.2021 - 06.2021

IT Support Specialist

Institute of the Incarnate Word
09.2007 - 02.2021

Computer Technician Assistant

Private
08.2003 - 09.2006

Licentiate in Theology -

Pontifical University of St. Thomas Aquinas Angelicum

Bachelors in Theology -

Ven. Fulton Sheen Seminary

Bachelors in Philosophy -

Ven. Fulton Sheen Seminary

High School Diploma -

Warren Harding HS

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Juan Pablo Palacio