Azure Administration
Sergio Torres
Queen Creek,AZ
Summary
Versatile IT professional with a robust history in remote and on-site technical support, specializing in Tier 2 and Tier 3 assistance. Proficient in overseeing enterprise hardware, evaluating end-user computing resources, and recommending enhancements for optimal system performance. Recognized for providing seamless support to the C-Suite, demonstrating a commitment to high service standards. Experienced in administrative roles and adept in vulnerability management to ensure a secure IT infrastructure. Backed by military service, showcasing disciplined leadership.
Overview
13
13
years of professional experience
Work History
IT Technical Support Specialist
Array Technologies
07.2023 - Current
- Provide comprehensive remote and on-site technical support, catering to both local and global telecommuters while supporting hardware, software, and related peripherals.
- Serve as the dedicated point of contact for the C-Suite, delivering personalized technical support, ensuring seamless communication, and resolving IT-related issues for executive leadership.
- Lead the comprehensive vulnerability management efforts for 850 devices, implementing proactive measures to identify, assess, and address security vulnerabilities, ensuring a resilient and secure IT infrastructure.
- Facilitate end-to-end employee lifecycle processes, ensuring seamless onboarding for new hires by managing system permissions and overseeing the efficient offboarding process for departing employees, systematically revoking system permissions.
- Contribute to evaluating end-user computing resources, providing insights into application performance, software usage, and future upgrade needs. Actively participated in recommending enhancements and modifications to computer system software models.
Service Desk Engineer
Logicalis, Inc
08.2019 - 07.2023
- Enhanced customer satisfaction by resolving service desk tickets promptly and efficiently.
- Provided remote support for users in various locations, ensuring efficient resolution of issues despite geographical challenges.
- Managed user accounts, permissions, and access controls safeguarding company data while maintaining efficiency in daily operations.
- Worked closely with management to identify areas for continuous improvement within the service desk operations.
- Documented resolutions to common problems, streamlining future troubleshooting efforts for colleagues and end-users.
Aviation Support Equipment Technician
United States Navy, USN
05.2013 - 05.2017
- Demonstrated advanced technical proficiency, employing diagnostic techniques to rapidly identify and resolve intricate issues within aviation support equipment, minimizing downtime and optimizing operational efficiency.
- Led and mentored a team of junior technicians, showcasing strong leadership skills in guiding them through successful deployments and mission-critical operations. Emphasized precision calibration and preventive maintenance, ensuring the reliability of all supervised equipment.
- Spearheaded and managed projects within the Navy, demonstrating effective project management skills in coordinating tasks, resources, and timelines for successful outcomes.
- Ensured strict adherence to governance policies, regulations, and safety protocols, guaranteeing that all operations were conducted within established guidelines. This commitment minimized potential risks and prioritized the safety of the personnel involved.
Program Manager
Tempe Community Action Agency
09.2010 - 03.2013
- Orchestrated the end-to-end lifecycle of the Interfaith Homeless Emergency Lodging Program (I-HELP) initiative, strategically planning, executing, and evaluating program activities to align with organizational objectives. Implemented effective project management methodologies to streamline processes and optimize program outcomes.
- Led and motivated a dedicated program team, ensuring the seamless provision of critical services such as overnight emergency shelter, evening meals, and essential amenities. Provided mentorship, guidance, and support, fostering a collaborative, high-performance team environment.
- Cultivated and maintained impactful partnerships with local community and faith-based organizations, harnessing collective resources to enhance the program's reach and effectiveness. Collaborated with external stakeholders to leverage community support and contribute to a safe and supportive environment for up to 40 participants at a time.
- Provided intensive case management and tailored strategies to address individual barriers and empowered participants to overcome challenges on their path to ending homelessness. Optimized resource allocation and coordinated service delivery, ensuring the efficient utilization of available resources for maximum program impact.
Education
Bachelor of Arts - Cyber Operations
University of Arizona
Tucson, AZ05.2022
Associate of Science - Information Technology
Chandler-Gilbert Community College
Chandler, AZ07.2020
Skills
- Technical Support
- IT Administration
- Project Management
- Security and Compliance
- Communication and Collaboration
- Software and System Administration
- Systems Analysis
- Account Management
- Technical Documentation
- Customer Success Management
Software
Office 365 Administration
Microsoft Office Suite
Adobe Administration
Teams Administration
SAP Administration
Timeline
IT Technical Support Specialist
Array Technologies
07.2023 - Current
Service Desk Engineer
Logicalis, Inc
08.2019 - 07.2023
Aviation Support Equipment Technician
United States Navy, USN
05.2013 - 05.2017
Program Manager
Tempe Community Action Agency
09.2010 - 03.2013
Bachelor of Arts - Cyber Operations
University of Arizona
Associate of Science - Information Technology
Chandler-Gilbert Community College
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