John R Malone Jr
Santa Maria,California
Summary
Dynamic IT support specialist with over 28 years in computing and extensive hands-on experience troubleshooting hardware, managing networks, and supporting multi-OS environments. Skilled in remote desktop solutions, network administration, and user account management with certifications such as CCNA and CompTIA A+. Excels at delivering Tier 2 support and maintaining service quality under pressure.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Technology Support Technician 1
Santa Maria-Bonita School-District
Santa Maria, CA
05.2023 - 10.2023
- Provided Tier 1 and Tier 2 technical support to students and staff for district-supported technology, ensuring prompt issue resolution.
- Demonstrated and trained users on Mac and Windows operating systems, software, and district-approved technology tools.
- Troubleshot and resolved hardware, instructional software, and network connectivity issues for end users.
- Assisted with installation and updates of programs, apps, and weblinks on various devices, including laptops and tablets.
- Managed user accounts for non-centralized software and supported digital communications for the site.
- Created, updated, and closed work orders in a timely manner, prioritizing requests and escalating unresolved issues as needed.
- Maintained and inventoried technology equipment and supplies, supporting efficient operations and rapid response to hardware failures.
- Provided informal training and onboarding for new personnel, fostering a collaborative team environment.
- Diagnosed and resolved hardware and software issues for staff and students.
- Provided technical support for classroom technology, ensuring optimal functionality.
- Collaborated with educators to integrate technology into lesson plans effectively.
- Conducted training sessions for staff on new software applications and systems.
Computer Support Specialist
Alltech Computers-Arroyo Grande
Arroyo Grande, CA
11.2022 - 04.2023
- Delivered Tier 1 and Tier 2 technical support for Windows and Mac OS environments, addressing client service requests efficiently.
- Supported Windows servers, network devices, printers, and Office 365, resolving issues for a diverse client base.
- Diagnosed and resolved computer, network, and hardware problems, ensuring minimal downtime for end users.
- Performed hardware maintenance, upgrades, and new equipment configuration for desktops, laptops, and mobile devices.
- Managed network device configuration, policy management, and system optimization for client environments.
- Utilized ticketing systems to document and track support requests, maintaining clear communication with clients and team members.
- Provided remote support and monitoring, adapting quickly to changing priorities in a fast-paced environment.
Sr. Field Service Technician
Mechanics Bank Operations Campus-Santa Maria
Santa Maria, CA
03.2022 - 06.2022
- Provided hands-on and remote IT support for computers, servers, printers, switches, routers, and phones in field locations.
- Installed, configured, and troubleshot hardware and software for Windows and Mac OS systems outside the data center.
- Deployed new technology equipment, including servers, routers, Cisco/Juniper switches, and battery backup units (UPS).
- Managed service desk work orders, ensuring timely completion and adherence to Service Level Agreements (SLAs).
- Communicated and coordinated with end users to resolve technical issues and deliver high-quality customer service.
- Supported secure network devices, including VPN and redundant internet solutions, for banking operations.
- Provided troubleshooting and repair support to over 250 customers weekly.
- Maintained company field response vehicle stocked with repair and replacement parts valued over $360,00.00.
General Manager (GM)
Bens Computer Outlet-Grover Beach
Grover Beach, CA
01.1994 - 09.2021
- Provided IT consulting and support for small and large business networks, from initial design to full implementation.
- Installed and maintained various internet connections, including ISDN, DSL, cable modem, and wireless solutions.
- Configured and managed network security, including VPN, IPSec, NAT, and dual firewall environments.
- Built custom computer systems and delivered end-to-end hardware and software solutions to meet client needs.
- Ensured high customer satisfaction by exceeding expectations and delivering reliable IT support.
- Oversaw daily operations to ensure efficient workflow and exceptional customer service.
- Developed and implemented strategic initiatives to drive sales growth and profitability.
- Managed inventory levels, optimizing stock turnover and reducing excess waste.
- Trained and mentored staff, fostering a collaborative team environment and enhancing performance.
Education
Associate's degree - Electronics
Allan Hancock College
Santa Maria, CA05-1994
High school diploma - undefined
Ernest Righetti High School
Santa Maria, CA12-1992
Skills
- Technical support
- Windows
- MacOS
- VMWare
- Microsoft Azure
- Active Directory
- Network Administration
- Sonicwall
- Customer service
- Help Desk
Certification
- IAT
- CompTIA Network+
- MCSE
- CompTIA Security+
- CCNA
- CDL C
- CompTIA A+
- CEH
- CompTIA Cloud+
- CCNA Security
- Six Sigma Certification
- Certified Scrum Master
- Certified Project Manager
- CompTIA Linux+
- IAT Level I
- HDI Certification
- MTA
- CompTIA Server+
- SSCP
- CCNP
- MCTS
- CDL
- RHCSA
- CompTIA CySA+
- Driver's License
- CISM
- CISSP
- Certified Information Systems Auditor
- MCITP
- AWS Certification
- ITIL Certification
- MCP
- CompTIA Advanced Security Practitioner
- MCSA
Languages
Haitian Creole - Fluent
Bilingual
Timeline
Technology Support Technician 1
Santa Maria-Bonita School-District
05.2023 - 10.2023
Computer Support Specialist
Alltech Computers-Arroyo Grande
11.2022 - 04.2023
Sr. Field Service Technician
Mechanics Bank Operations Campus-Santa Maria
03.2022 - 06.2022
General Manager (GM)
Bens Computer Outlet-Grover Beach
01.1994 - 09.2021
High school diploma - undefined
Ernest Righetti High School
Associate's degree - Electronics
Allan Hancock College