Summary
Overview
Work History
Skills
Certification
Timeline
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Michael Salazar

Computer System Technician
Santa Fe,NM

Summary

Friendly IT Support Specialist able to 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

6
6
years of professional experience
3
3
Certification

Work History

Computer Systems Technician 4

Los Alamos National Laboratory
Los Alamos
04.2023 - Current
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Provided Tier 2 IT support to non-technical internal users through desk side support services.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
  • Managed backup and recovery of data assets to safeguard system availability.
  • Translated complex technical issues into digestible language for non-technical users.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Installed and configured operating systems and applications.
  • Generated reports to track performance and analyze trends.

IT End User Support II

State Of New Mexico EDD
Santa Fe
08.2021 - 04.2023
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Provided Tier 1- Tier 2 IT support to non-technical internal users through hybrid support services.
  • Configured hardware, devices and software to set up work stations for employees.
  • Management of end user email.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Trained and supported end-users with software, hardware and network standards and use processes.

Tier 1 Technician

4Leet
Santa Fe
01.2021 - 08.2021
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Provided on-call support for critical issues related to Office 365.
  • Assisted with updating technical support best practices for use by team.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Documented support interactions for future reference.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Patiently walked individuals through basic troubleshooting tasks.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

Help Desk Technician

Salazar Landscaping And Property Management
Santa Fe, NM
06.2017 - 06.2020
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Configured hardware, devices and software to set up work stations for employees.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Conducted in-depth product and issue resolution research to address customer concerns.

Skills

  • Troubleshooting Windows and Mac OS
  • LAN connection troubleshooting
  • Management of Active Directory user
  • License management
  • Credential management
  • Remote System Analysis
  • Technical Support Triage
  • Support Ticket System Management
  • Technical Documentation
  • Desktop support
  • Technical issues analysis
  • Hardware and Software Configuration
  • Component Replacements
  • Configuring Devices
  • Technical Issues Analysis

Certification

  • CompTIA A+ Certification - July 2020
  • ESI Technician License - January 2021
  • ConnectWise Dispatcher License - January 2021
  • ConnectWise Service Technician License - January 2021
  • ConnectWise Engineer/Technician License - January 2021

Timeline

Computer Systems Technician 4

Los Alamos National Laboratory
04.2023 - Current

IT End User Support II

State Of New Mexico EDD
08.2021 - 04.2023

Tier 1 Technician

4Leet
01.2021 - 08.2021

Help Desk Technician

Salazar Landscaping And Property Management
06.2017 - 06.2020

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Michael SalazarComputer System Technician