Brian Zarate
El Centro
Summary
Experienced IT specialist with 8+ years in Tier 2 support and enterprise IT operations. Skilled at streamlining workflows, enhancing security, and managing global IT assets. Strong track record of cross-functional collaboration and proactive problem-solving to reduce recurring issues, and increase reliability. Recognized consistently for exceptional customer service, and surpassing performance goals.
Overview
7
7
years of professional experience
Work History
Tier 2 IT Specialist
Johnson & Johnson
La Jolla
07.2024 - Current
- Standardized global Standard Operating Procedures (SOPs), increasing operational efficiency, and cross-team consistency across the enterprise.
- Collaborated with third-party vendors and support teams in high-security environments, ensuring strict adherence to proprietary information protocols, and successful service delivery aligned with SOPs.
- Managed global IT asset inventory for the La Jolla facility and remote users worldwide, reducing asset discrepancies by 15% through proactive tracking and reconciliation.
- Delivered Tier 2 support for Microsoft 365 Office Suite, NuGenesis, Prism, GraphPad, FlowJo, RStudio, SAS, and Waters software, achieving a 98% first-call resolution rate.
- Partnered with the Network, Data Center, and Security Infrastructure teams to troubleshoot hardware failures and uncover network vulnerabilities, contributing to improved network stability and uptime.
- Documented recurring technical issues and implemented strategic resolutions, leading to a 20% reduction in ticket backlog within IRIS Remote Desk Ticketing Software.
- Imaged, configured, and deployed laptops and PCs for staff, contractors, and vendors, ensuring secure access and seamless onboarding across global locations.
Senior IT Specialist
Imperial Valley Family Care Medical Group
El Centro
11.2021 - 06.2024
- Identified operational inefficiencies and recommended quality improvements across 20+ facilities, enhancing internal customer satisfaction and service perception.
- Enhanced asset protection and physical security by proactively identifying and resolving business vulnerabilities.
- Analyzed complex datasets to inform business decisions and guide operational needs assessments, supporting data-driven improvements.
- Provided Tier 2 technical support for eClinicalWorks EMR software, as well as Midmark and Philips Respironics sleepwear systems, ensuring reliable performance of both hardware and software.
- Performed on-site repairs of network infrastructure and mobile devices, including firewalls and tablets, significantly reducing equipment downtime, and improving service continuity.
- Executed hardware and software repairs while accurately documenting issue resolutions within the Remote Desk Ticketing Software system.
- Installed and configured medical equipment, including operating systems, necessary software, and user access permissions, ensuring compliance with healthcare IT standards, and readiness for clinical use.
Tier 2 Support Technician
VersaCall Technologies
San Diego
05.2018 - 11.2021
- Educated end users on resolving common hardware and software issues, improving self-service capabilities, and reducing support ticket volume.
- Responded promptly to incidents and service requests through Zoho Desk, ensuring clear scope definition, and timely issue resolution.
- Diagnosed and resolved software and peripheral hardware issues via secure Remote VPN connections, supporting seamless user operations across locations.
- Provided remote, phone-based support, guiding users through diagnostic and triage steps, with a focus on minimizing downtime.
- Installed, maintained, and supported IT systems globally, ensuring operational continuity with minimal disruption across time zones.
- Designed and developed custom software solutions to capture and analyze manufacturing data, integrating seamlessly with I/O systems, legacy platforms, and mixed Linux/Windows environments.
Education
Certificate of Technical Studies - Information System Technology
Advanced Training Associates
San Diego, CA12-2018
Certificate of Technical Studies - Fiber Optic Specialist Technician, And Premise Cab
Advanced Training Associates
San Diego, CA12-2018
Certificate of Technical Studies - Deluge Script Writing
Zoho Academy
Pleasanton, CA01-2014
Associate of Science - Psychology
Imperial Valley College
Imperial, CA12-2013
Certificate of Technical Studies - Public Speaking
San Diego City College
San Diego, CA01-2010
Bachelor of Science - Information Technology
Arizona State University
Tempe, AZSkills
- Standard operating procedures
- Asset management
- Network troubleshooting
- Technical support
- Data analysis
- Remote desktop support
- Ticketing system management
- Hardware repairs
- IT risk management
- Business intelligence
Languages
Spanish
Professional
Timeline
Tier 2 IT Specialist
Johnson & Johnson
07.2024 - Current
Senior IT Specialist
Imperial Valley Family Care Medical Group
11.2021 - 06.2024
Tier 2 Support Technician
VersaCall Technologies
05.2018 - 11.2021
Certificate of Technical Studies - Information System Technology
Advanced Training Associates
Certificate of Technical Studies - Fiber Optic Specialist Technician, And Premise Cab
Advanced Training Associates
Certificate of Technical Studies - Deluge Script Writing
Zoho Academy
Associate of Science - Psychology
Imperial Valley College
Certificate of Technical Studies - Public Speaking
San Diego City College
Bachelor of Science - Information Technology
Arizona State University
Similar Profiles
ANIS TRIKIANIS TRIKI
Medical Science Liaison – Urogenital Tumors at Johnson & Johnson Innovative MedicineMedical Science Liaison – Urogenital Tumors at Johnson & Johnson Innovative Medicine
PATRICIA OSWALDPATRICIA OSWALD
Executive Administrative Assistant at Johnson & Johnson - Strategy & Business Services, Global ServicesExecutive Administrative Assistant at Johnson & Johnson - Strategy & Business Services, Global Services
Marzena KulisMarzena Kulis
VP, Strategy and Market Development EMEA at Johnson & Johnson MedTechVP, Strategy and Market Development EMEA at Johnson & Johnson MedTech
Russell Kyle KennedyRussell Kyle Kennedy
Warehouse Associate at Johnson & JohnsonWarehouse Associate at Johnson & Johnson
Isis CentenoIsis Centeno
Behavior Interventionist at Easterseals Southern CaliforniaBehavior Interventionist at Easterseals Southern California