Juan Jimenez
San Antonio,TX
Summary
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.
Overview
9
9
years of professional experience
Work History
Service Desk Analyst L2
INSIGHT GLOBAL/CONNS INC.
11.2023 - Current
- Provide advanced technical support to end-users by diagnosing and resolving complex IT issues escalated from Level 1 support
- Respond promptly to service desk tickets, phone calls, and emails, ensuring timely resolution of technical problems while maintaining a high level of customer satisfaction
- Troubleshoot hardware, software, and network issues using appropriate tools and resources, applying analytical and problem-solving skills to identify root causes and implement effective solutions
- Collaborate with other IT teams and departments to escalate unresolved issues and coordinate resolution efforts, ensuring seamless communication and timely incident management
- Document all troubleshooting steps, solutions, and outcomes in the service desk ticketing system, maintaining accurate records and knowledge base articles for future reference
- Assist in the deployment, configuration, and maintenance of IT systems, including desktops, laptops, printers, peripherals, and software applications
- Participate in IT projects and initiatives, such as system upgrades, migrations, and implementations, contributing technical expertise and support to ensure successful outcomes
- Stay current with industry trends, emerging technologies, and best practices in IT service management, continuously enhancing skills and knowledge through training and professional development opportunities
- Adhere to IT policies, procedures, and security protocols, ensuring compliance with regulatory requirements and protecting the confidentiality, integrity, and availability of sensitive information.
Senior Field Tech Associate
NTT DATA/ Texas Department of Public Transportation
08.2022 - 11.2023
- Executes service delivery (IMAC, Break Fix, Desk Side Support) according to State Client policies and procedures
- Coordinates with end users on expectations and availability to conduct services
- Performs troubleshooting, parts replacement, system upgrades, and basic deployments and repair on State Client assets
- Identifies potential issues that could adversely impact End User experience and follows through on action steps
- Uses advanced tools/technical knowledge to remediate State client problems and conduct scheduled installations
- Provides technical feedback on technical process issues to improve overall service delivery
- Stives to meet State Client Service Level Agreements/Objectives and customer satisfaction goals
- Escalate to lead or according to State Client service management processes on issues that impact a Client End User and/or Entire operation at site
- Basic installation and maintenance of technical products
- Follows predefined procedures and tasks in everyday activities
- Work is regularly reviewed by a Senior Level Technical Specialist/Lead
- Reviews, troubleshoots, and approves operational quality desktops, notebooks, printers, and associated peripherals
- Installs, maintains, and optimizes desktop/notebook configurations at Client site
- Diagnoses and resolves product performance problems
- Performs maintenance and repair services
- Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance
- Instructs customer in the operation and maintenance of the system.
Tier 1.5/2 I.T Service Desk Technician
INSIGHT GLOBAL/CONNS INC.
06.2021 - 08.2022
- Consulted with users, management, and technicians to assess computing needs and system requirements
- Managed 24000+user accounts, groups, and computers across multiple departments through Active Directory, Ivanti & SNOW
- Maintained computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations
- Diagnosed, troubleshot, and resolved hardware, software, or other network and system problems
- Replace defective components when necessary
- Documented processes and/or How-To for supported users and other technicians.
Inbound Sales Representative
Spectrum
01.2021 - 06.2021
- Serves customers by selling products and meeting customer needs
- Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedules to call on existing or potential sales outlets and other trade factors.
Tech Repair
STAY Mobile
10.2019 - 12.2020
- Bring in devices sent by the client into the system
- Diagnose device for potential malfunction
- Determine which hardware part the device needs
- Conduct the proper reparation of the device
- Test the device for functionality
- Package and send device back to client.
Tech support tier 1
USAA/ HCL
07.2019 - 10.2019
- Assist employees with technology issues
- Remote assist users to better troubleshoot issues
- Be familiarized with all types of technology to assist user better.
Tech Support
Conduit global/ Verizon Wireless
06.2018 - 06.2019
- Answer calls and aid customers pertaining to phone issues
- Navigate multiple systems while walking customer through troubleshooting steps
- Be familiarized with multiple technologies to perform job duties.
Digital Content Moderator
TASKUS
06.2017 - 05.2018
- Tag for political content based on client legal needs
- Manage different systems while performing different tasks
- Acquire and apply new political knowledge on the job
- Work with a team to bring stats up for the client's specific needs.
- Utilized SEO techniques to optimize content for search engine rankings.
- Collaborated with writers, designers and other editors to deliver content of highest quality.
Tech Support
Ibex Global
07.2016 - 06.2017
- Provides answers to clients by identifying problems, researching answers, guiding client through corrective steps
- Improve clients' references by writing and maintaining documentation
- Participates in the development of client training programs by identifying learning issues, recommending instructional language
- Writes reports and other documents
- Assists customers with technical issues, by providing practical steps to fix the issue
- Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services
- Redirect problems to the appropriate resource
- Identify and escalate priority issues per client specifications.
Health Insurance Sales Agent
United Healthcare
08.2015 - 06.2016
- Reporting information back to the Head Quarters office about customers' needs
- Making appointments to see existing and potential clients
- Presenting Products to Doctors, Pharmacists, and other clients
- Using multiple software's while multitasking assisting the customer and presenting the products.
Education
Information Assurance and Cybersecurity A.A.S. -
San Antonio College
06.2023
High School Diploma - undefined
J.W. Nixon High School
06.2014
Graduated - undefined
Vidal M. Trevino School of Communication and Fine Arts
06.2014
Skills
- Business Continuity
- Database Fundamentals
- Security Awareness
- Software Development
- Cybersecurity (Currently studying)
- Linux
- Team Player
- Communication Skills
- Windows OS 7-10-11
- VLAN, VPN, VOIP, PBX, Wi-Fi
- Imaging, Group Policy Updates
- TCP/IP, LAN, WAN
- Tanium
- Kronos
- Network Configuration
- Micro-station
- Cisco Secure Client Any-Connect
- IT Concepts
- Network Concepts
- Programming Concepts
- Wireless Networks
- Cloud Computing
- System Administration
- Hardware Configuration and Troubleshooting
- Microsoft Office 365
- Amazon Workspace VM
- ESET Endpoint Encryption
- Bilingual – SPANISH/ENGLISH FLUENT
- As400 IBM
- IVANTI Neurons
- System Backup/Recovery
- Pave-check
- Blue-Beam
- Bentley
- MERAKI Dashboard
References
- Aaron De Lara, (210)-540-8945, A.Delara.1989@gmail.com
- Frank Alvarado, (210)-946-0107, frank.alvarado.iv@gmail.com
- Michael Valverde, (210)-667-3177, Valverde24x@live.com
- Tim Deahl, (281)-881-0417
Timeline
Service Desk Analyst L2
INSIGHT GLOBAL/CONNS INC.
11.2023 - Current
Senior Field Tech Associate
NTT DATA/ Texas Department of Public Transportation
08.2022 - 11.2023
Tier 1.5/2 I.T Service Desk Technician
INSIGHT GLOBAL/CONNS INC.
06.2021 - 08.2022
Inbound Sales Representative
Spectrum
01.2021 - 06.2021
Tech Repair
STAY Mobile
10.2019 - 12.2020
Tech support tier 1
USAA/ HCL
07.2019 - 10.2019
Tech Support
Conduit global/ Verizon Wireless
06.2018 - 06.2019
Digital Content Moderator
TASKUS
06.2017 - 05.2018
Tech Support
Ibex Global
07.2016 - 06.2017
Health Insurance Sales Agent
United Healthcare
08.2015 - 06.2016
Information Assurance and Cybersecurity A.A.S. -
San Antonio College
High School Diploma - undefined
J.W. Nixon High School
Graduated - undefined
Vidal M. Trevino School of Communication and Fine Arts