Juan Robles
San Antonio,Texas
Summary
Perceptive Technical Support Specialist Manager with established strong supervisory and leadership skills. Bringing over 20 years of professional experience in help desk, technical support, and systems administrator services. Extensive knowledge of using and troubleshooting various computer issues and equipment. Clear communicator successfully supervising 6 employees and providing individualized training and motivation to each team member. Highly adept in requests for proposal development, technology needs assessments, and staff training.
Overview
17
17
years of professional experience
Work History
Systems Administrator
San Antonio Independence School District
2021.10 - Current
- Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
- Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
- Delivered Tier 3 support for problem identification, diagnosis and issue resolution.
- Spearheaded inventory control measures to replenish and maintain IT equipment.
- Managed life cycle replacement of hardware and software.
- Managed vendor relationships effectively to ensure timely delivery of hardware/software products while staying within budget constraints.
- Assist with data corrections and updates as needed.
- Proactively identified areas for improvement in the IT infrastructure, recommending appropriate technology solutions to boost productivity and performance levels.
- Developed internal training materials aimed at improving department''s overall knowledge base and reducing the learning curve for new hires.
- Maintain communication channels with the District’s Technology Department to foster timely problem resolutions.
- Collaborate with directors and area supervisors during the procurement process.
- Mentored employees and offered constructive feedback for performance improvement.
- Interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Senior Field Service Technician
San Antonio Independent School District
2020.12 - 2021.10
- Streamlined operations by implementing and maintaining inventory tracking systems for IT equipment.
- Enhanced system performance by troubleshooting and resolving hardware and software issues.
- Developed detailed documentation for IT processes and procedures, improving overall departmental organization and communication.
- Enhanced customer satisfaction by providing timely and efficient technical support for various IT-related problems.
- Collaborated with cross-functional teams on the integration of new software applications into existing workflows.
- Maximized performance by monitoring daily activities and mentoring team members.
- Mentored and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Recruited and interviewed employees and implemented mentoring program to promote positive feedback and engagement.
Help Desk Team Lead
San Antonio Independent School District
2017.10 - 2020.12
- Delivered Tier 3 support for problem identification, diagnosis and issue resolution.
- Served as a primary point of escalation for challenging technical problems requiring advanced troubleshooting skills.
- Collaborated with cross-functional teams to address complex IT issues, ensuring seamless service continuity.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing timely solutions.
- Streamlined ticketing process through automation tools which led to faster incident resolution times.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Generated reports to track performance and analyze trends.
- Trained new team members on company policies, procedures, and best practices for effective support delivery.
- Promoted a positive work environment by fostering open communication channels between team members and upper management.
Information Technology Specialist
Memo's Landscaping
2007.09 - 2017.08
- Designed and evaluated WAN and LAN connectivity technologies.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Troubleshot complex hardware and software issues for swift resolution, minimizing downtime for affected users.
- Assisted with updating technical support best practices for use by team.
- Provided top-notch technical support for all employees, resolving issues quickly and efficiently.
- Established IT policies and procedures, fostering a culture of security awareness within the organization.
Education
Bachelor of Science - Network And Communications Management
DeVry University
San Antonio, TX08.2016
Skills
- Hardware troubleshooting
- ITIL Processes
- Conflict Resolution
- Team Collaboration and Leadership
- Inventory Management
- Coaching and Mentoring
- Project Management
- Analytical Thinking
- Problem Resolution
- Training Materials Development
- Administration and management
- Technology Integration
Timeline
Systems Administrator
San Antonio Independence School District
2021.10 - Current
Senior Field Service Technician
San Antonio Independent School District
2020.12 - 2021.10
Help Desk Team Lead
San Antonio Independent School District
2017.10 - 2020.12
Information Technology Specialist
Memo's Landscaping
2007.09 - 2017.08
Bachelor of Science - Network And Communications Management
DeVry University
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