Juan Arteaga
Ontario
Summary
Dynamic IT professional with extensive experience at Optum, excelling in troubleshooting and remote support. Proven leader in project management and team coordination, successfully overseeing clinic mergers and endpoint upgrades. Adept at implementing SOPs and vendor coordination, ensuring seamless operations and enhanced user satisfaction. Bilingual communicator with a strong focus on customer service.
Overview
24
24
years of professional experience
Work History
Lead Clinical Tech Support Analyst
Optum
Ontario
06.2022 - Current
- Provide clinic IT support for all users in the Inland Empire.
- Lead Technician in multiple clinic mergers and acquisitions.
- Lead the day-to-day operations and projects.
- Lead in multiple clinic endpoint upgrades.
- Lead in-site network upgrades participated in full network structure upgrades.
- Lead in planning installations for specialized equipment.
- Lead in asset management.
- Lead the team in site EMR upgrades.
- Configure and deploy user desktops and laptops.
- Microsoft Active Directory Administrator, provide support to users, and manage all accounts.
- Coordinated with vendors regarding the purchase of replacement parts or upgrades when needed.
- Assisted with testing changes prior to release into production environment in order to minimize risks associated with deployments.
- Provided timely updates on progress towards resolution of customer issues via email or phone calls.
- Provided remote support services for clients using virtual private networks or other remote access technologies.
- Evaluated third party products for compatibility with existing technology stack before making recommendations about their adoption.
- Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues.
- Supported the development team during the deployment process by providing guidance on best practices for system configuration.
- Documented processes for configuring new systems in accordance with established standards.
- Used remote login tools to assist clients with technical and product questions.
End User Support Specialist
Ryder
City Of Industry
08.2019 - 06.2022
- Provide desktop support for all users in the U.S.
- Support and deploy RF handheld devices (Zebra WT6300, Zebra 930).
- Configure and support user desktops and laptops.
- Experience with the Paycom payroll system, troubleshooting connectivity, and communication.
- Experience with Outlook 365, Office 2019, and Office 2016.
- Experience with the Exchange Admin Center.
- Experience managing network access control.
- Experience configuring, managing, and troubleshooting Cisco switches.
- Experience managing and troubleshooting wireless networks.
- Responsible for managing Cisco IP phones.
- Troubleshoot, configure, and support Zebra label printers
- Troubleshoot, configure, and support Ricoh and HP laser printers
- Experience upgrading locations from Windows 7 to Windows 10
- Created SOPs for advanced software and configurations
- Experience with Soti Mobile control also provide detail training for new Employees
- Microsoft Active Directory Administrator, provide support to users and manage all accounts.
- Provide full office set up support, provide full custom software installations, provide full hardware installations, establish networks, provide phone line set ups, and provide service for network equipment
- Provide Bilingual Support (English and Spanish)
- Participate on a 247 on call rotation
Service Desk
San Antonio Hospital
Upland
04.2020 - 07.2020
- Supported help desk.
- Responsible for creating and closing Cherwell tickets.
- Experience with Citrix troubleshooting, access, and sessions.
- Manage multiple San Antonio user accounts.
- Cerner account management.
- Microsoft Active Directory Administrator, provide support to users, and manage all accounts.
- Monitored networks and servers.
- Responsible for hardware replacements.
- Monitored Service Desk queues, ensuring customer requests are responded to in a timely manner.
- Monitor servers to ensure all scheduled tasks were performed properly.
Desktop Support Technician
Boardriders (Quiksilver)
Mira Loma
01.2011 - 08.2019
- Provide I.T. support for all users in the Quiksilver Mira Loma Distribution Center and the Huntington Beach Corporate Office.
- Responsible for maintaining over 300 users in administration and access management support, and responsible for maintaining required service level agreements. This includes, but is not limited to, ID coordinating with executives, managers, employees, and contractors.
- Build and maintain PCs and laptops.
- Experience with ADP payroll system troubleshooting, time clocks connectivity, and communication.
- Experience in the Mantissa and Tompkins conveyor system, with the first response to troubleshoot the Tilt Tray system.
- Experience with VMware, worked with servers and workstations.
- Provide network support and daily monitoring.
- Microsoft Active Directory Administrator, provide support to users, and manage all accounts.
- Provide full office setup support, provide full custom software installations, provide full hardware installations, establish networks, provide phone line setups, and provide service network equipment.
- I have experience upgrading the entire location's PCs' operational software from Windows XP to Windows 7.
- Troubleshoot, configure, and support Zebra label printers.
- Troubleshoot, configure, and support Ricoh and HP laser printers.
- Provide bilingual support.
Game Technology Manager
Palace Entertainment
Upland
09.2001 - 06.2011
- Manage the game room department's budget.
- Service and troubleshoot all computer desk units and games, with or without computers.
- Provide detailed training to all our new employees.
- ADP experience ensured that game room employees' hours were aligned with the schedule, breaks were accounted for, and pay was correct.
- Advertise within our high-revenue games to maintain revenue increments.
- Maintain inventory on all our parts, supplies, and utilities.
- Manage a team of attendants, ensuring they provide knowledgeable and excellent customer service to internal and external users.
- Provide bilingual support.
Skills
- Experience in troubleshooting all matters, and experience in phone and online support for users
- Experience assisting users in person and remotely with hardware
- Working in a team-oriented environment
- Implementing and creating documentation for protocols and SOPs
- Wireless network troubleshooting
- Network troubleshooting
- Team leadership
- Project management
- Remote support
- Vendor coordination
- Hardware upgrades
Timeline
Lead Clinical Tech Support Analyst
Optum
06.2022 - Current
Service Desk
San Antonio Hospital
04.2020 - 07.2020
End User Support Specialist
Ryder
08.2019 - 06.2022
Desktop Support Technician
Boardriders (Quiksilver)
01.2011 - 08.2019
Game Technology Manager
Palace Entertainment
09.2001 - 06.2011