Michael Garza
Hutto,Texas
Summary
Accomplished IT professional with extensive experience at the Texas Department of Public Safety, specializing in hardware diagnostics and problem resolution. Proven ability to enhance system performance and provide exceptional user support. Adept at managing user accounts and delivering effective training, ensuring seamless technology adoption and data security compliance.
Overview
12
12
years of professional experience
Work History
Desktop Support Specialist IV
Texas Department Of Public Safety
05.2023 - Current
- Diagnose and troubleshoot hardware, software and network issues.
- Create user accounts and assign permissions.
- Install, configure and maintain computer systems and network connections.
- Assist users with computer hardware and software issues
- Keep track of inventory and order new equipment
- Provide training to users on how to use technology
- Ensure data security and backup procedures are being followed
- Maintain and update antivirus software
- Participate in team meetings and collaborate with other IT professionals
- Monitored system performance to identify potential issues.
- Installed, configured and maintained computer systems and network connections.
Desktop Support Specialist III
Texas Department Of Public Safety
08.2016 - 09.2023
- Provide direct service for IT networks as well as customer service to
users - Maintain a work log of job tickets and maintenance tasks
- Stay updated on new developments in, and analyze reviews of,
computing technologies - Supervise the logging of network conditions and requirements
- Diagnosed and troubleshot hardware, software and network issues.Keep track of inventory and order new equipment
- Provide training to users on how to use technology
- Ensure data security and backup procedures are being followed
- Maintain and update antivirus software
- Participate in team meetings and collaborate with other IT professionals
Network Specialist III
Texas Department Of Public Safety
06.2016 - 08.2016
- Performs network startup and shutdown procedures; maintains control records.
- Monitors the status of the network to ensure that all devices are working properly.
- Performs tuning and capacity planning activities to enhance the performance of network resources.
- Gathers data pertaining to customers’ needs and uses information to identify, predict, interpret, and evaluate system and network requirements.
- Installs, tests, and maintains network hardware and software; analyzes network utility and availability.
- Maintains the network’s physical and logical structures, including network connections.
- Maintains network support software, analyzes user support statistics, and recommends appropriate measures.
- Reviewed network settings and made immediate updates, which improved overall security measures.
Network Specialist II
Texas Department of Public Safety
09.2015 - 06.2016
- Performs network startup and shutdown procedures; maintains control records.
- Monitors the status of the network to ensure that all devices are working properly.
- Performs tuning and capacity planning activities to enhance the performance of network resources.
- Gathers data pertaining to customers’ needs and uses information to identify, predict, interpret, and evaluate system and network requirements.
- Installs, tests, and maintains network hardware and software; analyzes network utility and availability.
Maintains the network’s physical and logical structures, including network connections. - Maintains network support software, analyzes user support statistics, and recommends appropriate measures.
Service Desk Technician
Texas Department Of Public Safety
03.2013 - 09.2015
- Provide customer service and technical assistance to end-users with IT-related issues.
- Troubleshoot computer hardware, software, and network problems to identify and resolve incidents.
- Document and track all service requests in a ticketing system or service management tool.
- Escalate complex technical issues to senior technicians or other departments as required.
- Perform routine preventative maintenance and update tasks to ensure system efficiency and reliability.
- Conduct user training and orientation sessions when necessary or requested.
- Communicate effectively with clients, colleagues, and management through verbal and written channels.
- Maintain a thorough understanding of company policies, technologies, and strategies to stay up-to-date with industry trends.
- Work collaboratively with other team members to ensure a positive and productive work environment.
Education
Associate of Applied Science - Systems Administration
ITT Technical Institute
Austin Texas 06-2007
Skills
- Hardware diagnostics
- Problem resolution
- Operating systems
- Software installation
- System administration
- Technical support expertise
- Hardware troubleshooting
- User account management
- Remote support
- System configuration
- User assistance
Timeline
Desktop Support Specialist IV
Texas Department Of Public Safety
05.2023 - Current
Desktop Support Specialist III
Texas Department Of Public Safety
08.2016 - 09.2023
Network Specialist III
Texas Department Of Public Safety
06.2016 - 08.2016
Network Specialist II
Texas Department of Public Safety
09.2015 - 06.2016
Service Desk Technician
Texas Department Of Public Safety
03.2013 - 09.2015
Associate of Applied Science - Systems Administration
ITT Technical Institute
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