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Associate Principal Engineer

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Detail-oriented Tier 2 Service Desk Specialist with expertise in IT quality assurance and incident management. Proficient in complex remote troubleshooting and mentoring Tier 1 staff, utilizing ServiceNow & Jira for efficient ticket resolution and high customer satisfaction. Certifications in progress include Linux+, Server+, CCNA, AWS Cloud Administrator, CISSP, and AZ-104: Azure Administrator Associate. Holds a Top Secret SCI clearance with CI polygraph since 2017.

Achieved rapid resolution of technical issues, minimizing downtime during sorting operations. Enhanced customer satisfaction by effectively communicating technical concepts to non-technical users. Adapted quickly to new challenges, ensuring seamless operations and support. I learn very quickly and I can improvise to get things going.

Dependable professional with extensive helpdesk experience, providing effective support for complex technical issues. Demonstrates strong communication skills by simplifying intricate concepts for diverse audiences. Develops clear and concise documentation for internal and external use, enhancing resource accessibility. Proven ability to handle a wide range of inquiries with professionalism and efficiency.

As an aspiring IT Technician and US Army Veteran with over 16 years of experience, I have honed my skills in Information Technology Operations, utilizing extensive experience in installation, maintenance, and troubleshooting. Providing efficient and reliable communications solutions, Help Desk Operations, and Project Management. Leading teams through significant programs has been a highlight of my career, and I have been successful in navigating challenging and uncertain environments. Building and guiding teams in adverse conditions is a strength of mine, and I take pride in my ability to thrive in such situations. Additionally, my extensive knowledge in Computer Languages, Routing | Switching, and Information Security is a result of my commitment to continuous learning and staying up-to-date with the latest advancements in the field.

Luis Araujo

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Technology Support Technician Tier II and I

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Technology Support Technician Tier II and I

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