Christian De Jesus
Redwood City
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
5
5
years of professional experience
Work History
IT Technical Support Specialist
EA Sports
Redwood Shores, CA
08.2023 - Current
- Enhanced system performance by identifying and resolving technical issues promptly.
- Streamlined IT processes for increased efficiency and reduced downtime.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Assisted Creative studio
Tier 3 Technical Support Representative
Workday
Pleasanton, CA
03.2023 - 09.2023
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Decreased call resolution times for Tier 3 support by implementing efficient troubleshooting methods.
- Improved team productivity with thorough documentation of resolved issues for future reference.
- Configured hardware and granted system permissions to new employees.
IT Technician
Meta
Newark, CA
08.2019 - 02.2023
- Improved network efficiency by optimizing configurations and implementing necessary updates.
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Streamlined IT support processes, resulting in increased productivity within the department.
- Imaged over 70 laptops per day for new and established users
- Set up new users with equipment
- Assisted with troubleshooting mac and windows devices.
Education
Cañada College
Skills
- Customer service
- OS and PC
- Computer imaging
- Computer troubleshooting
- Jamf
- AD
- Critical Thinking
- Creative Solutions
- Hardware Installation
- Wireless Networking
- Asset Management
- Database Administration
- System Configuration
- Ticketing System Experience
- Operating System Support
- Ticket management
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
IT Technical Support Specialist
EA Sports
08.2023 - Current
Tier 3 Technical Support Representative
Workday
03.2023 - 09.2023
IT Technician
Meta
08.2019 - 02.2023
Cañada College