Luis Gabriel Caguiat
Temecula,US
Summary
Dedicated to providing top-notch customer support and technical solutions, bringing a positive and collaborative approach to every interaction. Adept at troubleshooting hardware and software issues, utilizing ticketing systems and remote support tools for efficient problem resolution. Strong understanding of ITIL best practices, effectively managing high-stress situations and maintaining seamless operations. Commitment to enhancing user satisfaction and improving operational efficiency drives efficient issue resolution. Prior experience working with Municipalities and Healthcare Organizations provides valuable insights into their unique needs and requirements.
Overview
3
3
years of professional experience
Work History
Service Desk Analyst
Scripps Healthcare
02.2025 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for End Users.
- Assisted users in regaining access to their accounts ranging from AD to Epic
- Provided assistance to 16,000+ users and 63 Scripps Health and Scripps Coastal locations.
IT Consultant
City of Menifee
05.2024 - 02.2025
- Apply IT hardware and software management principles, methods, and procedures for troubleshooting issues, email account management, audio/video/web teleconferencing capabilities, and smartphone technology.
- Implemented security measures including multi-factor authentication (MFA) DUO.
- Deployed mobile devices with the use of ADM and IBM Maas360.
- Assist users in gaining access to remote access applications, install the required software, train users, and resolve technical issues.
- Improved service quality by consistently monitoring SLA compliance and implementing corrective actions.
IT Consultant
Hyperion Creative Design Group
01.2024 - 05.2024
- Assisted in various issues associated with Microsoft365, AutoCAD, and other various software required for drafting architectural plans.
- Installation of Desktops, network printers, and also Mesh wifi routers.
- Consulted with engineering team members to determine system loads and develop improvement plans.
Help Desk Technician /Floor Coordinator
California State University San Marcos
09.2022 - 01.2023
- Oversaw 20,000+ users on a wide range of issues related to hardware and software.
- Identified, diagnosed, and worked with other groups to resolve Tier 1 & 2 technical problems for hardware and software-related issues.
- Assisted users with account issues including, but not limited to password resets, inability to access programs, and new student account questions.
- Maintained a 98% Satisfaction Rating with 2000+ resolved tickets and request.
- Monitored employee performance, providing constructive feedback for continuous improvement and development.
- Walked individuals through basic troubleshooting tasks.
Education
Bachelor of Science - Computer Science
California State University San Marcos
San Marcos, CA12.2023
Associate of Science - Computer Science And Information Systems
Palomar College
San Marcos, CA06.2021
Skills
- Mobile Device Deployment
- Windows/Mac systems
- Technical issues analysis
- Data recovery
- Troubleshooting and diagnostics
- IT Asset Management
- Software Installation
- Ticket management
- Hardware Repair
- Customer Service
Timeline
Service Desk Analyst
Scripps Healthcare
02.2025 - Current
IT Consultant
City of Menifee
05.2024 - 02.2025
IT Consultant
Hyperion Creative Design Group
01.2024 - 05.2024
Help Desk Technician /Floor Coordinator
California State University San Marcos
09.2022 - 01.2023
Bachelor of Science - Computer Science
California State University San Marcos
Associate of Science - Computer Science And Information Systems
Palomar College
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