JUAN F. GREEN
Bronx
Summary
Motivated and service-oriented U.S. military veteran and Computer Information Systems student at Lehman College with hand-on experience in IT support, Active Directory and ServiceNow, seeking to contribute to municipal technology innovation and digital transformation.
Developed strong technical problem-solving skills in fast-paced support environment. Demonstrates ability to diagnose and resolve hardware and software issues efficiently, ensuring minimal disruption to users. Looking to transition into new field where these technical and customer service skills can be effectively utilized.
Reliable and customer-focused with knack for problem-solving and technical troubleshooting. Possesses strong understanding of computer hardware and software systems, including proficiency in diagnosing and resolving technical issues. Committed to providing exceptional technical support and ensuring smooth and efficient computer operations.
Overview
2
2
years of professional experience
Work History
MIS Desktop Support intern
Town of Greenburgh
10.2024 - Current
- Delivered remote and on-site technical support for 50+ devices across 5 municipal departments, reducing downtime by 30% through timely issue resolution.
- Managed over 200 user accounts in Active Directory, ensuring 100% compliance with public sector IT access policies and audit requirements.
- Supported deployment of monthly security patches across 100+ endpoints, contributing to a 25% reduction in vulnerability alerts.
- Participated in cybersecurity awareness training for 40+ staff members, improving phishing detection rates by 15%.
- Authored and maintained 20+ internal knowledge base articles, improving first-call resolution rates by 20% and reducing repeat tickets.
IT Help Desk Technician
Lehman College
03.2024 - 09.2025
- Acted as the primary Tier 1 support contact, handling an average of 30+ support requests per day via phone, email, Zoom, live chat, and in-person, ensuring timely and professional resolution.
- Resolved 100+ technical issues involving hardware, software, network, and Microsoft 365, contributing to a 20% reduction in average ticket resolution time and improved user satisfaction scores.
- Logged and closed over 250 service tickets in ServiceNow with 98% accuracy, ensuring timely documentation and resolution in accordance with ITIL best practices.
- Provided technical support for Wi-Fi, AV systems, and student portals to a user base of over 1,000 students and faculty, escalating 10-15% of complex cases to Tier 2/3 teams for resolution.
- Identified and reported 5+ recurring technical issues, leading to workflow enhancements that reduced repeat tickets by 15% and improved service efficiency.
Education
Bachelor of Science - Computer Information Systems
Lehman College
Bronx, NY05.2026
Skills
- SERVICE NOW
- MICROSOFT 365
- WINDOWS OS
- ACTIVE DIRECTORY
- REMOTE DESKTOP
- NETWORK TROUBLESHOOTING
- CYBERSECURITY AWARENESS
- ZOOM
- DATABASE MANAGEMENT
- Active Directory management
- Ticketing system proficiency
- Technical support expertise
Languages
Spanish
Professional Working
Timeline
MIS Desktop Support intern
Town of Greenburgh
10.2024 - Current
IT Help Desk Technician
Lehman College
03.2024 - 09.2025
Bachelor of Science - Computer Information Systems
Lehman College