Jon Duncan
Rialto
Summary
Resourceful Information Technology Support Specialist known for productive and efficient task completion. Skilled in diagnosing technical issues, implementing solutions, and managing IT projects with precision. Strong communicator capable of explaining complex technical concepts to non-technical users, ensuring smooth user experiences and effective problem resolution. Excel in time management, teamwork, and adaptability, making positive impacts on technology operations and user satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Information Technology Support Specialist
CJUHSD
Ontario
12.2015 - Current
- Installed software applications, operating systems, and patches on user computers.
- Provided technical assistance and support to customers over the phone and in person.
- Assisted with network configuration and troubleshooting of LAN and WAN issues.
- Managed inventory of IT equipment including laptops and desktops.
- Resolved client-reported incidents in a timely manner.
- Troubleshot end user problems related to hardware, software applications, networks.
- Performed system backups, restores, disk space management, file transfers.
- Configured and tested computer systems, hardware, printers, and other peripherals.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Supported new infrastructure planning and deployment to meet site expectations.
- Reviewed requests for service to resolve IT difficulties, documenting, and fielding tickets to improve problem resolution.
- Served as first point of contact for incoming technical service calls and emails.
- Delivered local and remote Tier 2 IT support for hardware and software to District personnel.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Trained new support representatives on troubleshooting techniques and company support protocols.
IT Technician
Vm Tech
Chino
01.2012 - 12.2015
- Resolved hardware issues including replacing parts as necessary.
- Assisted with server virtualization projects using VMware ESXi or Hyper-V technologies.
- Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
- Troubleshot system issues related to network connectivity, software installation and configuration, printing.
- Set up user profiles on local machines according to established standards.
- Provided technical support to users via telephone or remote access.
- Implemented security measures such as firewall configuration and virus protection software installation and updates.
- Provided recommendations on hardware purchases based on customer requirements.
- Configured routers, switches and wireless access points for LANs and WANs.
- Maintained user accounts in Active Directory and Exchange Server environments.
- Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
Education
Information Technology
CTA
Riverside, CA09-2011
Skills
- Technical support
- Customer service
- Problem resolution
- Remote support
- Active Directory
- Ticketing systems
- Help desk support
- System configuration
- Network administration
- Software deployment
- Verbal and written communication
- Analytical thinking
Accomplishments
- CJUHSD Special Service Award 2022
- San Bernardino County Classified School Employee of the Year Award 2022
Certification
- Comptia A+
- Comptia Network +
- MCP
- MCSA
- MCSE
Timeline
Information Technology Support Specialist
CJUHSD
12.2015 - Current
IT Technician
Vm Tech
01.2012 - 12.2015
Information Technology
CTA
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