Juan Inzunza
Austin,TX
Summary
Friendly Help Desk Technician with 6 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
Help Desk Technician
Movate
09.2022 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assisted with updating technical support best practices for use by team.
- Walked individuals through basic troubleshooting tasks.
- Provided basic end-user troubleshooting and desktop support.
- Documented support interactions for future reference.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Monitored systems in operation and quickly troubleshot errors.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Contributed to the development of internal knowledge databases to facilitate information sharing among team members.
- Optimized helpdesk workflows by identifying areas for improvement and implementing necessary changes.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Streamlined operations for clients by implementing efficient troubleshooting techniques for MacOS-related concerns.
- Optimized device functionality by performing routine maintenance tasks, such as cleaning and updating applications.
- Assisted clients in transitioning from PC to Macintosh platforms while minimizing disruption to their daily activities.
- Enhanced system performance by diagnosing and repairing hardware and software issues in Macintosh devices.
Data Systems Administrator
United States Marine Corps
08.2018 - 08.2022
- Set up and controlled user profiles and access levels for each database segment to protect important data.
- Created and implemented database designs and data models.
- Tested programs and databases to identify issues and make necessary modifications.
- Created and updated database designs and data models.
- Administered, supported, and monitored databases by proactively resolving database issues and maintaining servers.
- Adhered to set schedules to test databases for flaws and reduce downtime.
- Worked with staff to develop and implement procedures to prevent data loss and maximize system availability.
- Set up and controlled user access levels across databases to protect important data.
- Coordinated with project management on database development timelines.
- Conducted tests to identify issues and make necessary modifications.
- Implemented security measures to protect vital business data.
- Wrote and maintained technical and functional specifications to document database intentions and requirements.
- Provided comprehensive training sessions for staff members on proper data systems usage, increasing productivity levels across departments.
- Assisted in the migration of legacy systems to updated platforms, ensuring a seamless transition with minimal disruption to operations.
- Demonstrated compliance with industry regulations by maintaining detailed records of all performed administrative functions.
- Streamlined processes, automating routine tasks through the development of scripts and tools.
- Managed user access control, granting permissions based on roles and responsibilities within the organization.
- Applied effective time management techniques to meet tight deadlines.
- Developed strong communication and organizational skills through working on group projects.
Network Administrator
United States Marine Corps
08.2018 - 08.2022
- Maintained network hardware and software and monitored network to support network availability to end users.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Identified and immediately resolved issues with network devices.
- Monitored system performance and responded to alerts.
- Managed computer operation scheduling, backup, storage and retrieval functions.
- Consulted with management to determine scope and priorities of projects and to discuss system capacity and equipment acquisitions.
- Verified continuity of computer and telephone system services for users..
- Recommended development of plans for systems development and operations.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Introduced management tools to create and manage virtual server computing environment.
- Supported project planning team to promptly address hardware and software problems and network emergencies.
- Authored documentation for system configuration and troubleshooting.
- Implemented network security measures to minimize data loss.
- Backed up company data to distributed storage centers to avoid massive data loss.
- Led server infrastructure development, quality assurance, staging and production systems.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Identified and resolved network congestion issues and bottlenecks.
Help Desk
United States Marine Corps
08.2018 - 08.2022
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured hardware and granted system permissions to new employees.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Walked individuals through basic troubleshooting tasks.
- Researched product and issue resolution tactics to address customer concerns.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Scheduled and trained help desk employees.
- Managed L1 help desk processes and procedure.
- Coordinated help desk and technical support services.
- Served as resource to support help desk requests.
Education
Bachelor of Science - Cybersecurity And Data Analytics
University of Texas At Tyler
Tyler, TX06.2027
High School Diploma -
Cholla Magnet High School
Tucson, AZ06.2017
Skills
- Network Infrastructure Monitoring
- Computer Hardware Knowledge
- Software and Hardware Issues
- Support Ticket System Management
- Hardware Components
- Technical Support Triage
- VPN Configurations
- Help Desk Support
- Switches and Routers
- Microsoft Active Directory
- Database Maintenance
- Data Processing
- Organizational Skills
- Network Testing
- Incident Response
- Computer Workstation Setup
- Hardware Evaluation
- Server Troubleshooting
- IT Service Management (ITSM) Oversight
- Data Security
- Technical Documentation
- Diagnosis and Troubleshooting
- LAN and WAN Assessment
- System Performance Assessments
- Troubleshooting Network Issues
- Service Desk Team Management
- Microsoft Windows and Office
- Issue and Resolution Tracking
- Read Technical Manuals
- Employee Computer Support
- Friendly and Patient
- Resolve Technical Problems
- Access Management Software
- Collaborative Team Player
- Analytical and Methodical
- Computer System Diagnostics Software
- Closing Tickets
- Video Conferencing
- SOP Development
- Emergency Service Coordination
- Inventory Procedure Documentation
- Creative Issue Resolution
- Workforce Planning
- Tracking and Documentation
- Voice and Data Service Migration
- Remote System Analysis
- Ticket management
- Issue Resolution
- Software Updates
- Application support
- System Administration
- Software Installation
- Incident Management
- Hardware Repair
- Network support
- Remote Support
- IT Documentation
- Desktop support
- Technical Support
- Information Protection
- Customer Service
- User credential management
- Systems Analysis
- User Support
Additional Information
- Secret clearance
Accomplishments
- Supervised team of 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
Spanish
Professional Working
English
Native or Bilingual
Timeline
Help Desk Technician
Movate
09.2022 - Current
Data Systems Administrator
United States Marine Corps
08.2018 - 08.2022
Network Administrator
United States Marine Corps
08.2018 - 08.2022
Help Desk
United States Marine Corps
08.2018 - 08.2022
Bachelor of Science - Cybersecurity And Data Analytics
University of Texas At Tyler
High School Diploma -
Cholla Magnet High School