Steven Torres Jr
Colorado Springs,Colorado
Summary
Detail-oriented IT Support Specialist with over four years of experience in enterprise-level technical support, particularly within Windows environments and Microsoft 365 applications. Expert in troubleshooting complex system issues, conducting root cause analysis, and enhancing operational efficiency in network infrastructure. Actively pursuing a Master of Science in Computer Science with a focus on cybersecurity, leveraging skills to optimize IT operations and ensure compliance with industry standards.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Specialist IT Onsite Support
Pauley Construction LLC
Colorado Springs, Colorado
10.2025 - Current
- Analyzed and resolved complex system, network, and application issues, identifying root causes to minimize operational risk.
- Monitored system performance and collaborated with engineering teams to maintain 99.9% network reliability.
- Documented troubleshooting processes and system configurations to facilitate knowledge sharing and ensure operational consistency.
Agent - Service Desk
Mechdyne
Colorado Springs, Colorado
10.2022 - 08.2023
- Achieved 95% first-call resolution rate through structured troubleshooting and problem-solving methodologies.
- Resolved 30+ daily technical incidents, analyzing patterns in issues to improve efficiency and reduce recurring problems.
- Conducted root cause analysis on connectivity and system failures, identifying underlying risks to enhance system reliability.
Expert - Account Care
T-Mobile
Colorado Springs, Colorado
12.2020 - 04.2022
- Diagnosed and resolved hardware and software issues to enhance functionality for internal systems and customer devices.
- Performed remote troubleshooting with diagnostic techniques, improving issue resolution speed.
- Evaluated new hardware and software for compatibility, ensuring seamless integration with existing systems.
Education
Master of Science - Computer Science
Colorado Technical University
Colorado Springs, CO02-2027
Master of Science - Information Technology
Colorado Technical University
Colorado Springs, CO03-2026
Bachelor of Science - Information Technology
Colorado Technical University
Colorado Springs, CO11-2024
Skills
Certification
- Security+, 10/01/26
- Coursera IBM: Introduction to Cybersecurity Tools & Cyber Attacks, 07/01/23
Job Related Training
- OSHA & Equal Opportunity Training
- TryHackMe: Pre-Security, Cyber Defense, Junior Penetration Tester
Timeline
Specialist IT Onsite Support
Pauley Construction LLC
10.2025 - Current
Agent - Service Desk
Mechdyne
10.2022 - 08.2023
Expert - Account Care
T-Mobile
12.2020 - 04.2022
Master of Science - Computer Science
Colorado Technical University
Master of Science - Information Technology
Colorado Technical University
Bachelor of Science - Information Technology
Colorado Technical University