JUAN REYES
Summary
Results-driven Information Technology professional with a track record of exceptional customer service and 10 years of Technical Support experience. Recently achieved ITIL, HDI CSR, and master's degree in education while pursuing Bachelor of Information Technology, A+, Network+, Security+ and Project+ certifications. Seeking Level 2/or 3 roles in Information Technology or Entry- Level roles Information Security to leverage skills and experience and make a meaningful impact on organizational security posture.
Overview
14
14
years of professional experience
Work History
Technical Support Analyst II
Guaranteed Rate INC
06.2021 - 04.2023
- Diagnosed and troubleshot hardware, Encompass software and network issues for Windows computers using remote support via Bomgar and ConnectWise software
- Managed end-user accounts and permissions through OKTA, Active Directory, DocuSign, TransferSafe, Microsoft Office Administrator and Encompass; ensuring adherence to security best practices and compliance policies
- Authored comprehensive documentation on service call resolutions via Service Now, resulting in 25% reduction in ticket resolution time
- Resolved complex VPN related issues for Zscaler and CiscoAnyConnect, earning 96% customer satisfaction rating
- Showcased expertise in resolving Encompass-related service tickets by identifying and troubleshooting software issues, removing UAC, addressing network and Windows UI problems, and gathering crucial information such as Field IDs, Loan Numbers, personas, and hierarchy placements, resulting in 85% ticket resolution rate.
Desktop Support Specialist
Kforce Inc
11.2020 - 05.2021
- Provisioned hardware, devices, and software to set up workstations for remote employees, resulting in a 40% increase in employee productivity
- Monitored system performance and identified potential issues before they impacted users, reducing system downtime by 20%
- Provided exceptional customer service, earning a 98% customer satisfaction rating.
Client Service Specialist
South Texas College
11.2016 - 09.2020
- Created reports to track performance and analyzed trends, resulting in data-driven decisions that increased efficiency and productivity by 30%
- Developed and implemented streamlined repair processes and updated procedures to support action consistency, reducing service request resolution time by 50%
- Provided high-level technical support to non-technical users and explained technical information in clear terms, earning a 95% customer satisfaction rating.
Help Desk Technician
The University of Texas Rio Grande Valley
09.2013 - 10.2016
- Expertly assisted faculty members in importing and exporting courses and content within Blackboard
- Provided top-notch Tier 1 IT support to non-technical internal users, going above and beyond to troubleshoot and resolve their issues through desk-side support services
- Valuable resource for students and faculty members seeking access to online classes, utilizing my in-depth knowledge of the university's enrollment database to streamline the process
- Demonstrated my expertise by researching various product solutions and issuing effective resolution tactics to address user concerns, ensuring the smooth operation of the university's IT systems.
CASHIER
H-E-B Grocery
09.2009 - 07.2014
- Collaborated with the floor team and managers to exceed customer expectations, resulting in increased customer satisfaction and retention
- Meticulously checked personal identifications during alcohol and tobacco sales, ensuring compliance with state regulations and store policies
- Successfully processed refunds and exchanges with an unwavering focus on customer service, resulting in positive feedback from customers and managers alike
- Expertly demonstrated product features, answered customer inquiries, and redirected objections to highlight positive aspects, resulting in increased sales and customer loyalty
- Consistently operated the cash register with precision, recording transactions accurately and efficiently, resulting in minimal errors and increased productivity.
Education
Bachelor of Science - Information Technology
Western Governors University
05.2024
Master of Education - Educational Leadership
The University of Texas Rio Grande Valley
Edinburg, TX05.2019
Bachelor of Arts - Mass Communications
The University of Texas Rio Grande Valley
Edinburg, TX05.2016
EXPECTED - undefined
Skills
- Virtual Machine troubleshooting and administration with VMware and Azure Desktop
- Experience with help desk ticketing system ServiceNow
- Basic understanding of networking and various operating systems
- Advanced knowledge and skill with Windows XP/8/10
- Excellent communication skills (verbal and written)
- Intermediate experience with Cisco Meraki
- Advanced Office 365 Administration skills
- Proficient Active Directory skills with adding, removing and moving users, groups and folders
- Advanced VPN Troubleshooting skills with Cisco AnyConnect and Zscaler
- Advanced Technical documentation and service cataloging skills
- Advanced troubleshooting and diagnosing technical hardware and software issues
- Attention to detail and strong writing capabilities
- Customer-focused mindset and strong customer service skills
- Capacity to learn new technologies quickly
- Strong time-management skills including task prioritizing
- Proficient administration and troubleshooting skills for Mortgaging software Encompass
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Technical Support Analyst II
Guaranteed Rate INC
06.2021 - 04.2023
Desktop Support Specialist
Kforce Inc
11.2020 - 05.2021
Client Service Specialist
South Texas College
11.2016 - 09.2020
Help Desk Technician
The University of Texas Rio Grande Valley
09.2013 - 10.2016
CASHIER
H-E-B Grocery
09.2009 - 07.2014
Bachelor of Science - Information Technology
Western Governors University
Master of Education - Educational Leadership
The University of Texas Rio Grande Valley
Bachelor of Arts - Mass Communications
The University of Texas Rio Grande Valley
EXPECTED - undefined
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