LUIS MELENDEZ
Las Vegas,NV
Summary
IT Technical Support Specialist with proven success at Harris, achieving substantial reductions in system downtime. Skilled in technical troubleshooting and end-user training, utilizing Microsoft Entra and Azure to improve operational efficiency. Dedicated to exceptional customer service and enhancing IT performance through collaboration.
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist II
Harris
Las Vegas, USA
01.2022 - Current
- Provide Tier II technical support to diagnose and resolve escalated hardware, software, and network issues for a user base of [number] employees.
- Led the deployment and configuration of new hardware systems, including desktops, laptops, and mobile devices.
- Collaborated with cross-functional teams to streamline IT operations and improve system uptime, achieving a [percentage]% reduction in downtime.
- Managed Active Directory accounts, including creation, updates, and deactivation.
- Utilized remote support tools to assist end-users effectively and efficiently in resolving technical challenges.
- Documented support cases and created step-by-step guides to enhance knowledge-sharing across the IT department.
- Trained junior staff and end-users on IT policies, procedures, and best practices.
IT Support Specialist II
Gothic, Inc.
Las Vegas, USA
01.2019 - 01.2022
- Acted as the first point of contact for IT support, resolving [percentage]% of issues within [timeframe].
- Assisted in the rollout of company-wide software updates, ensuring minimal disruption to operations.
- Conducted regular system checks and preventative maintenance to identify potential issues before they escalated.
- Maintained and updated inventory records for IT equipment and software licenses.
IT Support Specialist II
CG Technology
Las Vegas, USA
01.2017 - 01.2019
- Provided efficient troubleshooting and desk-side support for hardware and software issues.
- Installation and Support of key software and applications.
- Implemented preventative maintenance protocols and systems optimization strategies.
- Streamlined technical support workflows.
- Maintained and updated inventory records for IT equipment and software licenses.
IT Support Specialist I
CG Technology
Las Vegas, USA
01.2015 - 01.2017
- Provided efficient troubleshooting and desk-side support for hardware and software issues.
- Installation and Support of key software and applications.
- Implemented preventative maintenance protocols and systems optimization strategies.
- Streamlined technical support workflows.
- Maintained and updated inventory records for IT equipment and software licenses.
Operations Technician
CG Technology
Las Vegas, USA
01.2013 - 01.2015
- Provided efficient troubleshooting and desk-side support for hardware and software issues.
- Installation and Support of key software and applications.
- Implemented preventative maintenance protocols and systems optimization strategies.
- Streamlined technical support workflows.
- Maintained and updated inventory records for IT equipment and software licenses.
Junior IT Support Specialist
The Light Group
Las Vegas, USA
01.2010 - 01.2013
- Provided efficient troubleshooting and desk-side support for hardware and software issues.
- Assisted in setting up new workstations and ensuring seamless connectivity for all users.
- Supported the installation and configuration of printers, scanners, and other peripherals.
Education
Bachelor of Science - Information Technology
Kaplan University
Columbus, OH01.2004
Skills
- Technical troubleshooting
- End-user support and training
- Microsoft Entra and Azure
- Hardware and software installation
- Network configuration and maintenance
- Cybersecurity and network security
- System optimization and performance monitoring
- ITIL practices and incident management
- Team leadership and mentoring
- Communication and customer service
- Cloud solutions and remote support tools
- Documentation and reporting
- Mobile device management
- Operating systems: Windows, Linux, macOS
- Applications: Microsoft Office, Active Directory, Remote Desktop Tools
- Networking: TCP/IP, DNS, DHCP, VPN
- Hardware: PC assembly, printers, mobile devices
- Tools: ServiceNow, Jira, Zendesk
Websites
Certification
- CompTIA A+ Certification
- Microsoft Certified: Azure Fundamentals
- ITIL Foundation Certificate in IT Service Management
- Microsoft Certified: Azure Administration Associate
Hobbies and Interests
- Outdoor activities
- Concerts
- Museums
- Travel
- Volunteering at animal shelters
Timeline
IT Technical Support Specialist II
Harris
01.2022 - Current
IT Support Specialist II
Gothic, Inc.
01.2019 - 01.2022
IT Support Specialist II
CG Technology
01.2017 - 01.2019
IT Support Specialist I
CG Technology
01.2015 - 01.2017
Operations Technician
CG Technology
01.2013 - 01.2015
Junior IT Support Specialist
The Light Group
01.2010 - 01.2013
Bachelor of Science - Information Technology
Kaplan University
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