Jacob Miranda-Gonzalez

• Handle walk-up and online support requests simultaneously, ensuring efficient troubleshooting and resolution of user issues across all departments.

• Perform imaging of laptops to standardize software installations and ensure compliance with company IT policies.

• Diagnose and resolve various hardware issues, including troubleshooting monitor connectivity problems and replacing faulty laptop components.

• Manage asset deployment by provisioning new devices weekly and ensuring seamless handovers to end-users.

• Escalate unresolved technical issues to appropriate teams, providing detailed documentation to streamline resolutions.

• Handle 60+ cases weekly via 1:1 interaction with users, in-person at the Help Desk by asking probing questions regarding technical issues and actively listening to their user experience upon encountering difficulties, reducing users’ downtime in the office resulting in resolved technical issues and a more productive workday for users
• Facilitate a seamless onboarding experience for new users by enrolling them to their devices and ensuring devices are programed accordingly for their specific role(s), resulting in successfully onboarding 3-4 new user weekly
• Escalate cases outside of helpdesk scope by redirecting users accordingly to the appropriate team based on their relevant technical issues and advising users to use specific resources (wiki pages) to self-troubleshoot
• Use PowerShell on a virtual machine to add/remove/edit mailbox and calendar permissions accordingly to ensure users ability to share potentially sensitive information with the appropriate group
• Guided or took over users computers for a reimage devices with Windows and Fedora image and re-imaging a MacBook

• Re-Stocked 300+ items daily to ensure store shelves were full by maintaining shelf planograms accurately, informing staff where product belongs in the store making it easier for customers to find product, resulting in increased sales
• Maintained current knowledge of bay planograms and end cap planograms to effectively merchandise products
• Assisted up to 30 customers daily with price checks and finding items in store
• Coordinated a team of 4 people by communicating daily tasks and facilitating morning meetings to ensure the weekly goal was transparent and weekly inventory was recorded accurately resulting in correct merchandise count in the store

• Positively engaged with students daily to provide excellent customer service
• Resolved 20+ students’ complaints daily, promptly, and professionally
• Performed general maintenance duties daily such as mopping floors, washing dishes, and maintaining a sanitized work area to support over 400 students daily