Michael Orencia
IT Support Specialist
2836 41st Street S, Fargo,ND
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
IT Support Specialist
Qatar Computer Services
Doha, Qatar
06.2005 - 01.2023
- Outsourced as IT Helpdesk Team Leader - Commercial bank of Qatar (June 2005 - August 2011)
- Outsourced as IT Consultant - Texas A&M University at Qatar (August 2011 - January 2023)
- Create reference images for PCs and laptops to:
o Staff / Faculty / Researchers
o Engineering labs (petroleum, chemical, electrical and computer, mechanical, science)
o Open access labs
o Lectern / Podium - Coordinate with departmental lab coordinator to ensure all PCs in labs are running, and all necessary software is installed before start of every semester.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments for all faculty, staff, and researchers.
- Primary support for PCs and other IT equipment deployed in labs.
- Recommend, evaluate, and test PCs, laptops, desktops, and printers before purchasing.
- Install PCs for staff, faculty, and researchers.
- Attend helpdesk calls about incidents, problems, and change requests.
- Supervise student workers working under IT Operations.
- Troubleshoot hardware and software-related issues in labs.
- Inventory of IT equipment.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Answered questions and provided information to customers about new software or hardware.
- Updated software to safeguard against security flaws.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Delivered onsite technical support for 1000 plus employees and students.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted with updating technical support best practices for use by team.
- Promoted efficiency among departments with prompt resolution of system issues.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
Education
Bachelor of Science - Information Technology
University of Cordilleras (formerly BCF)
Baguio City, Philippines 06.1990 - 03.1994
Skills
Desktop support
Software diagnosis
Hardware upgrades
Helpdesk call support
Technical Support
Application support
Ticket support system management
Issue troubleshooting
PC component diagnostics
Windows 7, 10, and 11
Technical issues analysis
Desktop, Laptop, Printers
Microsoft Office, Engineering Applications (MATLAB, National Instruments, Aspen, Schlumberger)
VMware Desktop and Oracle VirtualBox
Certification
Microsoft® Certified Solutions Associate: Windows 10 Charter Member
Timeline
Microsoft® Certified Solutions Associate: Windows 10 Charter Member
04-2019
ITIL V3 Foundation Course
06-2008
IT Support Specialist
Qatar Computer Services
06.2005 - 01.2023
Bachelor of Science - Information Technology
University of Cordilleras (formerly BCF)
06.1990 - 03.1994