Ernesto Guijarro
Salinas
Summary
Self-motivated professional with proven problem-solving skills. Experienced in managing multiple projects in fast-paced environments, ensuring operational efficiency and enhancing customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Network Communications
Army
Fayetteville, NC
07.2022 - 01.2026
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Proved successful working within tight deadlines and a fast-paced environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Conducted Training sessions for 150 personnel on the use and maintenance of information technology equipment
Senior Chief Help Desk Analyst
Army
Grovetown, GA
07.2021 - 07.2022
- Provided technical support to resolve hardware and software issues for end users.
- Managed ticketing system to track and prioritize user requests effectively.
- Conducted training sessions for staff on new software applications and tools.
- Collaborated with IT teams to implement system upgrades and enhancements.
- Assisted in developing user documentation for troubleshooting common issues.
- Implemented best practices for incident management, enhancing response times.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Logged support tickets and closed when issues were resolved.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Provided customer support and technical support to 100 customers daily.
- Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
- Compiled and accurately entered data for each customer encounter to record in system.
- Resolved technical issues by troubleshooting.
Help Desk Manager
Army
Clarksville, TN
05.2017 - 07.2021
- Led help desk team to resolve technical issues and enhance customer satisfaction.
- Developed training programs for staff, improving knowledge retention and service quality.
- Oversaw ticketing system administration, ensuring timely issue resolution and reporting accuracy.
- Mentored junior technicians, fostering professional growth and enhancing team performance.
- Used ticketing systems to manage and process support actions and requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented support interactions for future reference.
- Managed help desk consisting of 10 employees and conducted performance evaluations.
- Optimized ticketing system workflows, leading to more organized task management and prioritization.
- Streamlined help desk operations for increased efficiency and faster response times.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Implemented a "super antenna" to become center communication between 25,000 personnel between 200,000 Sq. Acres for improving organizational readiness
Education
Associate of Science - 40+ Hours
National University
La Jolla, CASkills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Critical thinking
- Computer skills
- Calm under pressure
- Active listening
- Decision-making
- Problem resolution
Accomplishments
- Supervised team of 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Demonstrated extreme attention to detail by graduating from the U.S. Army Air Assault School; maintained 100% accuracy in high-pressure technical inspections within a course historically failed by over half the participants
- Contributed to 100% success rate in field exercises by providing tactical communication and pulling guard shifts, preventing disruption and enhancing mission readiness
Certification
- Active Top Secret Clearance for United States
- Security+
Languages
English
Full Professional
Spanish
Professional Working
Timeline
Senior Network Communications
Army
07.2022 - 01.2026
Senior Chief Help Desk Analyst
Army
07.2021 - 07.2022
Help Desk Manager
Army
05.2017 - 07.2021
Associate of Science - 40+ Hours
National University