Juan Fernandez
San José,SJ
Summary
Experienced customer service professional with a strong background in service desk and technical support operations. I excel in problem-solving and managing client relationships. Known for my ability to quickly diagnose and resolve issues.
Overview
7
7
years of professional experience
Work History
Senior Service Desk Engineer (Level 2)
Kaiser Permanente
02.2024 - Current
- Mentored junior team members, providing guidance on best practices and troubleshooting techniques
- Diagnosed and troubleshot hardware, software, and network issues
- Installed, configured, and upgraded software applications for end-users, ensuring compatibility and smooth functioning
- Managed and prioritized approximately 50 service tickets through ServiceNow and Jira
- Performed password resets and managed user accounts in Active Directory and other user management tools
- Supported remote users through remote desktop tools, resolving connectivity issues and other technical challenges.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Technical Support Specialist - VoIP
Avoxi
10.2021 - 12.2023
- Trained new employees and delegated daily tasks and responsibilities
- Explained technical information in clear terms to non-technical individuals, improving understanding
- Enforced company policies and regulations, and scheduled staff shifts for effective coverage
- Conducted performance reviews, providing staff with feedback and guidance
- Created user accounts and assigned permissions.
- Achievement: After only 10 months, I was promoted to Shift Manager
Software Support Specialist - Microsoft Dynamics
Tek Experts
01.2018 - 01.2021
- Provided technical support for Microsoft Dynamics 365 ERP systems, troubleshooting and resolving issues related to software functionality, performance, and integrations
- Responded to customer inquiries, providing technical assistance via phone and chat
- Performed system upgrades and patches, ensuring system stability and compatibility with third-party applications and integrations
- Followed up with clients to ensure optimal satisfaction after support engagements and problem resolution
- Researched and identified solutions to technical problems.
Education
Cybersecurity Awareness Professional Certification -
Certiprof
12.2024
Scrum For Operations and DevOps Fundamentals -
SCRUMstudy
01.2024
Microsoft IT Support Specialist Professional Certificate -
Microsoft
01.2024
Scrum Fundamentals Certified -
SCRUMstudy
01.2023
Excel Intermediate Level -
Universidad Fidélitas
01.2023
SSCA SIP Training -
The SIP School
01.2023
JIRA Fundamentals -
Atlassian
01.2023
Cybersecurity Fundamentals -
Universidad Fidélitas
01.2023
Microsoft Certified Azure AZ-900 -
Microsoft
01.2021
English Level C1 -
BELT Certification
01.2021
High School Diploma -
East Side High School
01.2004
Skills
- Technical support expertise
- Active Directory management
- Remote desktop support
- ServiceNow
- IT documentation
- Software configuration
- Microsoft Azure
- Staff training
- Time management
- Microsoft Windows and Office 365
- Remote support
- Salesforce
Timeline
Senior Service Desk Engineer (Level 2)
Kaiser Permanente
02.2024 - Current
Technical Support Specialist - VoIP
Avoxi
10.2021 - 12.2023
Software Support Specialist - Microsoft Dynamics
Tek Experts
01.2018 - 01.2021
Cybersecurity Awareness Professional Certification -
Certiprof
Scrum For Operations and DevOps Fundamentals -
SCRUMstudy
Microsoft IT Support Specialist Professional Certificate -
Microsoft
Scrum Fundamentals Certified -
SCRUMstudy
Excel Intermediate Level -
Universidad Fidélitas
SSCA SIP Training -
The SIP School
JIRA Fundamentals -
Atlassian
Cybersecurity Fundamentals -
Universidad Fidélitas
Microsoft Certified Azure AZ-900 -
Microsoft
English Level C1 -
BELT Certification
High School Diploma -
East Side High School
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