Juan Rosales
Charlotte,NC
Summary
Seasoned IT professional with extensive technical expertise, adept problem-solving skills, and a strong commitment to delivering exemplary customer service. Proficient in developing innovative support strategies tailored to executive technology needs, driving organizational efficiency and success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Executive Support
Honeywell, Inc Headquarters
06.2022 - Current
- Collaborate with Executive Assistants and IT Service Desk to devise and implement cutting-edge support plans and technology roadmaps for Executive technology requirements, encompassing travel and offsite engagements
- Engage in technical research, development, and support activities to ensure adherence to Service and Operating Level Agreements
- Serve as Subject Matter Expert liaising with Core IT, Applications, Networking, and Information Security Service Owners to ensure seamless integration of enterprise solutions for Executive team
- Develop and maintain comprehensive documentation, including training materials and standard operating procedures
- Oversee installation, upgrades, imaging, and maintenance of all company desktops, laptops, and MacBook hardware
- Provide extensive support for MS Office 365, encompassing Outlook and MS Teams
- Manage mobile devices, including MDM enrollment, iOS upgrades, app support, and troubleshooting
- Administer printer systems, addressing hardware, software, and networking issues
- Facilitate conference room AV setups, resolving microphone, camera, and connectivity issues
- Maintain proficiency in networking concepts such as TCP/IP, DNS, DHCP, and VPN, ensuring robust connectivity solutions.
IT Analyst II
RL Canning – Honeywell, Inc
09.2017 - 06.2022
- Resolve complex computer systems issues, including installation, configuration, and maintenance
- Diagnose and troubleshoot hardware and software issues via phone and in-person support
- Manage Active Directory accounts and utilize ManageEngine for network asset management
- Provide comprehensive desktop and IT support to ensure continuous business productivity.
- Troubleshoot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
- Installed system updates to address vulnerabilities and reduce security issues.
- Improved user experience, monitoring feedback, and making necessary adjustments to software applications.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
IT Support Analyst
American Tire Distributors
02.2017 - 05.2017
- Supported users via phone, ticketing system (JIRA), and email across diverse company-wide systems and platforms
- Managed a network environment comprising Windows 7 and 10 OS within a mixed domain and non-domain laptop setting
- Provided comprehensive assistance encompassing Outlook 2013 and 2016 (Office 365), catering to both remote and office-based users utilizing LogMeIn and Angry IP Scanner
- Proficiently utilized System Center Configuration Manager (SCCM) to administer Windows and macOS (OS X) systems.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Information Security Analyst
TIAA-CREF
09.2014 - 12.2016
- Handle inbound requests via ServiceNow ticketing system and email, managing entitlements to diverse company-wide centralized systems and platforms
- Collaborate with Operational Effectiveness (OE) management as Business Information Security Office (BISO) to review and assess security projects pertaining to data access, integrity, confidentiality, and Data Transfer Management.
- Developed, tested and implemented security policies, plans and procedures for organizational protection.
- Investigated and resolved incidents of unauthorized access to sensitive information.
- Improved incident response times by creating and maintaining detailed incident response procedures.
Interpreter/Translator
Interpreters and Translators, Inc
08.2013 - 08.2014
- Provide interpreting services to variety of Government, Legal and Medical services: Child Protection Services (CPS) interview meetings (TDM), CPS Investigations, CPS Supervised parents visits, DES/DDD assessment and team decision meetings/interviews, Psychiatric evaluations, Terros medical evaluations, and disability determination interviews.
- Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
- Maintained message content, tone, and emotion as closely as possible.
- Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
- Enhanced communication between clients and non-English speakers by providing accurate translations in real-time conversations.
PC/LAN Analyst
Wells Fargo
11.2007 - 07.2013
- Responded promptly to telephone inquiries, addressing a spectrum of support needs encompassing processing, request procedures, systems status, network connectivity, and various levels of complexity in hardware and software issues
- Meticulously documented inquiries, repair and service requests, effectively resolving issues or directing them to the appropriate technical expertise or vendor
- Tracked request statuses and diligently followed up to ensure utmost client satisfaction.
- Supported the roll-out of new applications across the organization by configuring required network settings and addressing compatibility concerns among various devices connected to the LAN system.
- Performed root cause analysis for recurring issues in order to devise long-term solutions that resulted in increased uptime.
- Diagnosed system hardware and software problems using advanced root-cause analysis.
- Completed remote repairs involving software solutions and hardware repairs.
Helpdesk Technician
Bank of America
05.2007 - 10.2007
- Efficiently managed inbound telephone inquiries, adeptly addressing a wide array of support needs ranging from basic to moderately complex hardware and software issues, as well as processing and request procedures
- Maintained meticulous records of inquiries, repair and service requests, ensuring swift resolution or appropriate escalation to designated technical resources or vendors
- Diligently tracked request statuses and conducted thorough follow-ups to ensure optimal client satisfaction.
PC/LAN Security Analyst
Wells Fargo Headquarters
07.2004 - 03.2007
- Delivered top-tier customer service and technical support via phone and in-person interactions, demonstrating proficiency in basic hardware and software troubleshooting
- Provided dedicated support to Senior VP and Executive-level personnel, ensuring seamless functionality of their technology infrastructure
- Conducted comprehensive diagnosis and resolution of data network issues for both local and remote end-users, leveraging expertise to swiftly address connectivity challenges and optimize network performance.
- Proactively implemented patches to mitigate known vulnerabilities, maintaining the highest level of system protection possible.
- Monitored computer virus reports to determine when to update virus protection systems.
- Managed access controls for sensitive information systems, safeguarding data integrity and confidentiality.
- Assisted in the successful completion of security audits, resulting in a boost of client trust and confidence.
- Conducted security audits to identify vulnerabilities.
Education
Some College (No Degree) - Information Technology
HDI Certified
Charlotte, NCSome College (No Degree) - Hardware Repair Certification
Dell Certified
Charlotte, NCComputer And Information Sciences And Support Services - Computer Science
Heald College-San Francisco
San Francisco, CA01.2002
Computer Systems Networking and Telecommunications - Computer Networking And Telecommunications
City College of San Francisco
San Francisco, CA01.2001
A+ Certified, Computer Hardware Technology/Technician - Computer Installation And Repair Technology
CompTIA
San Francisco, CA01.2001
Skills
- Executive Support
- CompTIA A
- Microsoft Office 365
- Windows 11
- Project Management
- Administrative Support
- Office Administration
- Procedure Implementation
- Operational leadership
- Scheduling
- Technical Support
Personal Information
Title: Senior Executive Support Analyst
Certification
- Certified A+, CompTIA - [Timeframe]
Languages
Spanish
Full Professional
Timeline
Senior Executive Support
Honeywell, Inc Headquarters
06.2022 - Current
IT Analyst II
RL Canning – Honeywell, Inc
09.2017 - 06.2022
IT Support Analyst
American Tire Distributors
02.2017 - 05.2017
Information Security Analyst
TIAA-CREF
09.2014 - 12.2016
Interpreter/Translator
Interpreters and Translators, Inc
08.2013 - 08.2014
PC/LAN Analyst
Wells Fargo
11.2007 - 07.2013
Helpdesk Technician
Bank of America
05.2007 - 10.2007
PC/LAN Security Analyst
Wells Fargo Headquarters
07.2004 - 03.2007
Some College (No Degree) - Information Technology
HDI Certified
Some College (No Degree) - Hardware Repair Certification
Dell Certified
Computer And Information Sciences And Support Services - Computer Science
Heald College-San Francisco
Computer Systems Networking and Telecommunications - Computer Networking And Telecommunications
City College of San Francisco
A+ Certified, Computer Hardware Technology/Technician - Computer Installation And Repair Technology
CompTIA
- Certified A+, CompTIA - [Timeframe]
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