Oscar Medina
New York,NY
Summary
Dynamic IT professional with a proven track record at the NYC Department of Investigation, excelling in mobile device management and help desk support. Achieved a 100% ticket closure ratio while enhancing user satisfaction through effective technical support. Strong critical thinking skills complement expertise in Windows 10/11 and operations oversight.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT College Aide
NYC Department of Investigation
New York, New York
06.2025 - Current
- Achieved 100% ticket closure ratio by prioritizing assignments in BMC Footprints.
- Maintained precise records of IT assets, including laptops, tablets, and mobile devices.
- Collected old mobile devices from end-users and secured signed issuance documents.
- Monitored mobile devices through AirWatch to identify outdated equipment for extraction.
- Collaborated with IT team members to identify system requirements and resolve problems.
IT Intern
NYC Department of Investigation
New York, New York
01.2025 - 05.2025
- Configured, upgraded, and deployed desktops, laptops, and peripherals for end users.
- Provided technical support and repair services for various consumer devices.
- Triaged devices, operating systems, and software applications to ensure optimal performance.
- Delivered hands-on assistance to end users for improved product feature utilization.
Resource Coordinator
Center for Justice Innovation
Brooklyn, New York
04.2024 - 01.2025
- Collaborated with social service teams to achieve 40% growth in user engagement.
- Guided clients through online systems, increasing program completion rates by 50%.
- Utilized critical thinking and organizational tools to strengthen parental support.
- Coordinated resource allocation for community programs and initiatives.
- Provided training on resource management tools to enhance team effectiveness.
- Resolved conflicts in resource allocation to facilitate seamless project execution.
- Managed recruitment processes, including interviewing and onboarding new resources.
Case Manager
EAC Network
Brooklyn, New York
01.2022 - 03.2024
- Supervised client toxicology and screening, achieving 90% clean results.
- Enhanced client attendance by 80% through proactive engagement strategies.
- Conducted weekly meetings to evaluate treatment center progress.
- Collaborated in interdisciplinary team meetings to explore treatment options.
- Communicated with legal services and social agencies regarding case updates.
Pre-Trial Associate
NYC Criminal Justice Agency
New York, New York
10.2018 - 11.2021
- Collaborated with cross-functional teams to achieve project goals efficiently.
- Maintained accurate client records in database, ensuring high attention to detail.
- Conducted initial risk assessments to identify immediate concerns requiring intervention.
- Provided referrals to additional resources as necessary for client support.
Education
Bachelor of Science - Computer Science and Information Security
John Jay College of Criminal Justice
New York, NY08.2026
Bachelor of Science - Criminal Justice
John Jay College of Criminal Justice
New York, NY07.2018
Associate of Science - Criminal Justice
ASA College
Brooklyn, NY06-2016
Skills
- Active directory management
- Critical thinking
- Mobile device management
- Operations oversight
- Help desk support
- Imaging
- Inventory control
- Escalation management
- Local area network (LAN)
- Microsoft Office
- Onboarding processes
- Offboarding processes
- Infrastructure development
- Citrix
- Printer troubleshooting
- Remote support services
- Hardware & software repair
- Ticketing system administration
- Agile work processes
- Windows 10/11 expertise
- Project management methodologies
- Business intelligence tools
Certification
- Comptia A+ (04/2025)
- Comptia Network+ (Expected Oct 2025)
- Microsoft Azure AZ 900+ (Expected Oct 2025)
- Google Project Management (01/2023)
- Google Data Analytics (03/2023)
- Google Business Intelligence (04/2023)
Timeline
IT College Aide
NYC Department of Investigation
06.2025 - Current
IT Intern
NYC Department of Investigation
01.2025 - 05.2025
Resource Coordinator
Center for Justice Innovation
04.2024 - 01.2025
Case Manager
EAC Network
01.2022 - 03.2024
Pre-Trial Associate
NYC Criminal Justice Agency
10.2018 - 11.2021
Bachelor of Science - Computer Science and Information Security
John Jay College of Criminal Justice
Bachelor of Science - Criminal Justice
John Jay College of Criminal Justice
Associate of Science - Criminal Justice
ASA College
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