Jorge Diaz
Long Beach,CA
Summary
Field Support Lead with 6 years of experience in delivering exceptional hardware and software support, specializing in network administration and technical troubleshooting. Demonstrated proficiency in IBM BigFix, O365, and Active Directory, ensuring seamless IT operations and customer satisfaction. Committed to leveraging skills in remote support and documentation to drive efficiency and enhance user experience.
Overview
7
7
years of professional experience
Work History
Field Engineer IV
CapGemini/Disneyland Park & Resorts
Anaheim, California
04.2021 - Current
- Provide top-tier customer service, reducing downtime through prompt issue resolution.
- Deliver onsite and remote support for Disneyland Resort and Imagineering users.
- Manage non-PC hardware, including printers and network equipment, ensuring seamless operations.
- Educate users on operating systems and applications, enhancing user proficiency.
- Collaborated with IT teams to resolve diverse organizational challenges effectively.
Tech Infrastructure Support/Technical Analyst
Volt/Disney Walt Imagineering
Anaheim, California
12.2020 - 04.2021
- Collaborated in a small team to support IT infrastructure, ensuring seamless operations.
- Updated service tickets with detailed work explanations, enhancing communication efficiency.
- Provided technical support across application tiers, resolving issues promptly.
- Managed hundreds of user accounts in Active Directory, maintaining security and access.
- Configured various hardware devices, improving user productivity and satisfaction.
Field Engineer
NSC Global / Disneyland Park & Resorts
Anaheim, California
03.2018 - 04.2020
- Provided hardware/software support for Mac/Windows systems, enhancing user productivity.
- Trained in ServiceNow ticketing, improving issue resolution efficiency.
- Installed and configured PCs, ensuring seamless system integration.
- Troubleshot network issues, ensuring uninterrupted connectivity.
- Performed data/user transfers, facilitating smooth system refreshes.
Education
BS - Information Systems and Cyber Security
ITT Technical Institute
Orange, CA09.2016
AS - Network Systems Administration
ITT Technical Institute
Orange, CA12.2014
Skills
- Active Directory
- Windows
- MacOS
- SCCM
- JAMF
- O365
- Intune
- IBM BigFix
- TCP/IP
- Network Administration
- Customer Service
- Problem Solving
- System Administration
- Technical Support
- Team Leadership
- Documentation
- ServiceNow
- Remote Support
Timeline
Field Engineer IV
CapGemini/Disneyland Park & Resorts
04.2021 - Current
Tech Infrastructure Support/Technical Analyst
Volt/Disney Walt Imagineering
12.2020 - 04.2021
Field Engineer
NSC Global / Disneyland Park & Resorts
03.2018 - 04.2020
BS - Information Systems and Cyber Security
ITT Technical Institute
AS - Network Systems Administration
ITT Technical Institute
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