JUAN PALMA
La Puente
Summary
Experienced technical support specialist with over 12 years in client-centered software and hardware support. Bilingual in Spanish, facilitating effective communication in diverse environments. Committed to delivering quality service and navigating complex challenges to enhance customer satisfaction and loyalty.
Overview
13
13
years of professional experience
Work History
Senior Service Desk Analyst
Christie Digital Systems USA Inc.
Whittier
01.2023 - 12.2025
- Managed user accounts and permissions in company network systems.
- Documented support processes and created user guides for reference materials.
- Monitored client satisfaction through implementation and delivery of technology products and services, relationship management, and billing or invoicing processes.
Information Technology Technician
Enagic - Kangen Water
02.2020 - 07.2022
- Executed diagnostics and repairs on Kangen water systems to maintain optimal performance and ensure customer satisfaction.
- Performed routine maintenance on water filtration units, contributing to enhanced reliability and durability of systems.
- Developed and delivered comprehensive training programs for new technicians to enhance team efficiency.
- Developed and executed streamlined procedures for service calls, resulting in improved response times and heightened customer interaction.
- Conducted preventive maintenance on water filtration units, enhancing reliability and longevity of equipment.
Information Technology Specialist
Virco Manufacturing
02.2018 - 02.2019
- Troubleshot and resolved hardware and software issues for end-users, ensuring minimal downtime.
- Assist computer end-users in resolving computer hardware and software issues.
- Responsible for the Installation, troubleshoot and upgrade of over 70 barcode network label printers.
- Provides support to the Bar Code, Wireless, VoIP System, Cellular & Smart Phone applications and equipment.
Senior Computer Technician
Lennox School District
01.2013 - 10.2017
- Resolved technical issues and delivered outstanding customer service to ensure satisfaction among students, staff, and administrators.
- Analyzed and addressed user issues with PC, macOS, Chromebook, and peripheral devices, improving functionality and satisfaction.
- Managed deployment and configuration testing of over 700 classroom technology devices, ensuring adherence to a structured rotation schedule.
- Managed comprehensive oversight of network infrastructure, including installation and resolution of issues related to access points, switches, and intermediate distribution frames.
- Facilitated deployment and optimization of K-12 student applications to enhance accessibility on diverse OS platforms.
- Configured and optimized computer lab environments to promote educational success and ensure compliance with state testing regulations.
- Created and delivered targeted training sessions for educators and staff, ensuring optimal use of educational applications on diverse technological platforms.
- Analyzed technology inventory through regular audits and updates to maintain compliance and improve resource management efficiency.
Education
Bachelor of Science - Compute Science
DeVry University
Long Beach, CA07-2008
High School Diploma -
Venice High School
Venice07-2020
Skills
- Technical support skills
- Active Directory management
- Remote support skills
- Remote application proficiency
- Cross-platform OS expertise
- Data organization
- Inventory management specialist
- Inventory monitoring
- K-12 software proficiency
- K-12 student support
- Student relations
- Training and mentorship
Languages
Spanish
Timeline
Senior Service Desk Analyst
Christie Digital Systems USA Inc.
01.2023 - 12.2025
Information Technology Technician
Enagic - Kangen Water
02.2020 - 07.2022
Information Technology Specialist
Virco Manufacturing
02.2018 - 02.2019
Senior Computer Technician
Lennox School District
01.2013 - 10.2017
Bachelor of Science - Compute Science
DeVry University
High School Diploma -
Venice High School