Max Garcia
Houston,Texas
Summary
Systems Engineer Friendly Help Desk Technician with 14 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
13
13
years of professional experience
Work History
Senior Help Desk Technician
Cimarron Energy Inc.
08.2023 - Current
- Conducted regular user training sessions, promoting self-sufficiency and reducing reliance on help desk services.
- Maintained up-to-date knowledge of industry trends and emerging technologies through continuous learning initiatives.
- Enhanced team efficiency by collaborating with colleagues to develop new troubleshooting procedures and help desk resources.
- Resolved complex technical problems for end users, ensuring minimal downtime and increased productivity.
- Established strong relationships with vendors, facilitating timely repairs or replacements for faulty hardware components.
- Streamlined the ticketing system by consistently updating tickets with detailed information, allowing for quicker resolution times.
- Provided expert guidance during hardware procurement process, identifying cost-effective solutions that met organizational needs.
- Supported users during company-wide software upgrades, addressing any compatibility concerns or data migration challenges.
- Served as an escalation point for complex technical issues, bringing swift resolution to critical incidents affecting business operations.
- Performed routine system maintenance tasks to optimize performance levels while minimizing potential downtime risks.
- Collaborated with IT management to devise strategies for improving overall network performance and security measures.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
IT Help Desk Technician
Riverway Business Services
08.2022 - Current
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Imaged and configured replacement laptops for user with laptops with expired warranties
Senior Systems Support Analyst
Uprite Services
08.2021 - 07.2022
- Worked in Team environment to provide end user support ~ responding to Calls, Tickets and Chat that came into the IT
- Help Desk system
- Accepted Escalations requests from Tier 1 engineers
- Escalated requests to Tier 3/NOC engineers as needed
- Work with in the ticketing system (Connect-Wise ticketing system) and utilize tool set to support end user clients
- Updated Client documentation in the IT Glue portal
- Customer Service award winner for first quarter of 2022
- Created preventive action requests to reduce recurring outages, decreasing outages.
- On-Call as required
Systems Engineer
Landry's Hospitably Inc
04.2012 - 08.2021
- Provided day-to-day support to system users, educating employees on troubleshooting and problem-solving protocols.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Communicated status updates to affected parties when issues arose.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
Education
Associate of - Science
ITT Technical Institute
Bachelors of Applied Science - undefined
ITT Technical Institute
2013
Skills
- Help Desk Help Desk Support Dispatching
- Active Directory Cisco Citrix Vmware Database Oracle SQL Linux UNIX
- Amazon Web Services AWS JAVA MS Office Information Security Analog Liaison Shipping
- Printers Closing Maintenance Cabling Inventory POS Retail Marketing Retail Windows 7
- Windows Server 2003 LAN Microsoft Office Visio MS Visio
- Help Desk Support
- Support Ticket System Management
- Collaborative Team Player
Timeline
Senior Help Desk Technician
Cimarron Energy Inc.
08.2023 - Current
IT Help Desk Technician
Riverway Business Services
08.2022 - Current
Senior Systems Support Analyst
Uprite Services
08.2021 - 07.2022
Systems Engineer
Landry's Hospitably Inc
04.2012 - 08.2021
Associate of - Science
ITT Technical Institute
Bachelors of Applied Science - undefined
ITT Technical Institute
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