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Senior Desktop Support TechnicianWork Type
Full TimeLocation Preference
On-SiteLocation: New York, NY
Open to relocation: Yes
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Hi, I’m
Ruben Garcia
New York,USA
Work Preference
Summary
Experienced in desktop support, specializing in hardware troubleshooting, image management, and user engagement. Proficient in resolving technical issues across macOS and Windows platforms, while managing Jamf Pro tasks. Focused on delivering exceptional customer service and efficient IT support to enhance overall user experience.
Overview
9
years of professional experience
2
Languages
Work History
Aetna, a CVS Health CompanyNew York, NY
Senior Analyst, Desktop Customer Service
06.2020 - 07.2026
Job overview
- Responsibilities include:
- Executed deployments of laptops and peripherals for new hires to ensure readiness.
- Troubleshot: computing devices, desktop systems, cloud instances, and components including screens, control devices
- Resolved MacOS issues for users to enhance their computing experience
- Resolved Windows-related technical issues
- Provided remote assistance for technical issues
- Assisted end users with technical needs
- Managed Jamf Pro administration tasks
- Oversaw incident resolution using ServiceNow to ensure timely support for technical issues
- Coordinated TechRx booth operations to facilitate user support and engagement
- Hardware inventory management
- Volume-based computer orders
- Provided audio-visual support
- Built and configured computer images
WorldWide TechServiceNew York, US
DESKTOP SUPPORT TECHNICIAN, CUSTOMER SERVICE
07.2018 - 08.2020
Job overview
- Defined team responsibilities
- Deployments: Laptops, Peripherals for new hires / lease replacement
- Troubleshoot Peripherals: Laptop, Virtual Machine, Thin Clients and accessories including monitors, keyboards, mice
- Resolved Windows issues to enhance user experience
- Delivered remote tech support to ensure timely issue resolution
- Coordinated tasks in ServiceNow to maintain efficient service delivery
- Supported various software applications
- Laptop Image Building
- Support of 5 NYC sites
RITE HIRE New York, US
DESKTOP SUPPORT TECHNICIAN, CUSTOMER SERVICE
01.2018 - 07.2018
Job overview
- Deployments: Laptops, Desktop, Workstationss
- Troubleshoot Peripherals: Desktop, Workstation, Laptop and accessories including monitors, keyboards, mice and smart card readers.
- Facilitated ticket management via Service Now to streamline issue resolution process.
- Delivered customer service to V.P. and end users' clients to ensure satisfaction and support.
- Provided technical support in IT Café to assist customers.
- Laptop, Desktop, Workstation Image Building
- Defined roles and responsibilities for assignments to enhance clarity and accountability.
- Trade Floor Support (Fill-In)
Education
LaGuardia Community CollegeLong Island City, NY
GED
04-2007
Languages
English
Native language
Spanish
Proficient (C2)
C2
Skills
- Image deployment
- Remote support
- OS support
- Technical troubleshooting
- Remote support
- ServiceNow use
- Incident management
- Hardware support
- Incident management
Interests
Music
Technology
Weight Training
Life Balance
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Analyst, Desktop Customer Service
Aetna, a CVS Health Company
06.2020 - 07.2026
DESKTOP SUPPORT TECHNICIAN, CUSTOMER SERVICE
WorldWide TechService
07.2018 - 08.2020
DESKTOP SUPPORT TECHNICIAN, CUSTOMER SERVICE
RITE HIRE
01.2018 - 07.2018
LaGuardia Community College
GED