Silvia Burgos
New York,NY
Summary
Self-motivated IT Support Manager brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Overview
23
23
years of professional experience
Work History
DeskSide Support Manager
NewsCorp
05.2000 - 04.2023
- developed a 5 star onboarding experience
- Supported the Newsrooms for the Wall Street Journal, The New York Post, and other top newspapers
- Coached employees through day-to-day work and complex problems.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
Deskside Support Technician- Team Lead
NewsCorp /The Wall Street Journal
07.2017 - 05.2019
- Troubleshot problems or issues with desktops and laptops.
- Supported operating system and various tools and applications.
- Documented troubleshooting and corrective actions in [Software].
- Disconnected and reconnected desktops and peripherals to support office moves.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Desktop Support Engineer
NewsCorp/The Wall Street Journal
05.2000 - 05.2017
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Monitored systems in operation and quickly troubleshot errors.
Education
No Degree - Liberal Arts And Sciences
La Guardia Community College
New YorkSkills
- Individual Sessions
- Office Administration
- Microsoft SCCM
- Administration and Reporting
- ServiceNow ticketing system
Accomplishments
- Collaborated with team on the deployment of Zoom voice
- revamped the onsite onboarding process
- Supervised team of 10 staff members.
Timeline
Deskside Support Technician- Team Lead
NewsCorp /The Wall Street Journal
07.2017 - 05.2019
DeskSide Support Manager
NewsCorp
05.2000 - 04.2023
Desktop Support Engineer
NewsCorp/The Wall Street Journal
05.2000 - 05.2017
No Degree - Liberal Arts And Sciences
La Guardia Community College
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