Robert Ocana
Edinburg,TX
Summary
Experienced Help Desk Analyst with a strong background in IT problem-solving and team collaboration. Skilled in Active Directory and issue resolution, consistently exceeding service-level expectations. Adept at working closely with development teams to enhance user support and operational efficiency.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Care Advocate
Senture
04.2023 - Current
- Support internal government employees in resolving complex issues that arise.
- Manager-level role, escalating cases directly to developers.
- Supervise SLAs for team and continuously exceed daily expectations.
- Train incoming employees as necessary.
- Facilitate multi-tiered support for payment processing systems and hardware
- Administer roles and Active Directory for over 10,000 users across multiple organizations.
- Interact closely with development team leadership while supplying end user progress reports.
Service Desk Representative
Senture
12.2022 - 03.2023
- Direct service desk initiatives and support clients in troubleshooting technical challenges
- Leverage multiple tools and databases for comprehensive handling of client accounts and passwords
- Capture all troubleshooting procedures undertaken in ServiceNow, while appending documents to ticket from knowledge base
- Collaborated with colleagues from different departments to resolve complex technical issues quickly and efficiently.
Help Desk Analyst
Artech/DXC Technologies
07.2022 - 12.2022
- Contract position.
- Oversee service desk operations for three government companies, supporting over thirty-five thousand employees simultaneously.
- Utilized diverse tools and databases to monitor multiple clients' accounts.
- Facilitated assistance for remote users when required.
- Supported team members by resolving questions and sharing effective strategies within Teams.
- Leveraged knowledge base articles and chronicled all troubleshooting steps within ServiceNow across multiple instances.
- Oversaw daily performance of computer systems.
- Escalated as needed.
Education
Bachelor of Arts - Information And Computer Systems
University of Texas Rio Grande Valley
Edinburg, TX01.2012
High School Diploma -
Johnny G. Economedes High School
Edinburg, TX05.2005
Skills
- IT problem-solving
- Issue tracking documentation
- ITIL framework oriented
- Qualys Certified Specialist in Vulnerability Management
- Active Directory
- Team Management
Websites
Certification
- Qualys Vulnerability Management, Detection and Response Specialist
- Qualys Policy Compliance Specialist
- More to come...
References
References available upon request.
Timeline
Customer Care Advocate
Senture
04.2023 - Current
Service Desk Representative
Senture
12.2022 - 03.2023
Help Desk Analyst
Artech/DXC Technologies
07.2022 - 12.2022
Bachelor of Arts - Information And Computer Systems
University of Texas Rio Grande Valley
High School Diploma -
Johnny G. Economedes High School
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