Adalberto Rios
Narre Warren South,VIC
Summary
Detail-oriented IT professional with extensive experience in technology solutions, dedicated to enhancing operational efficiency. Demonstrated success in implementing innovative IT strategies that drive growth and elevate user experience. Expertise includes system administration, troubleshooting, and project management. Committed to leveraging technical skills and a collaborative approach to achieve organizational objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Middendorp Electrical
Mt. Waverly, VIC
04.2024 - Current
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Analyzed complex customer inquiries to identify underlying causes of reported problems and developed solutions accordingly.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Served as first point of contact for incoming technical service calls and emails.
- Implemented changes requested by customers in a timely manner while ensuring accuracy of data entry into ticketing system.
- Conducted workflow analysis, space design or cost comparison analysis.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Conducted remote diagnostics to identify and solve technical problems.
- Updated customer information and account status in the database following each interaction.
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Installed and configured computer hardware operating systems and applications.
- Performed daily tasks such as creating user accounts, resetting passwords, installing applications, and configuring systems.
- Provided feedback on processes used by the IT Service Desk team to improve efficiency and effectiveness.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Used remote login tools to assist clients with technical and product questions.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Provided end-user training on new technologies as needed.
- Evaluated software or hardware to recommend improvements or upgrades.
- Developed and maintained strong relations with customers to meet quality expectations.
- Managed the configuration and setup of customer accounts and systems.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Created knowledge base articles for frequently asked questions about services offered by the IT Service Desk team.
- Managed multiple projects simultaneously while meeting tight deadlines under pressure.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Collaborated with other members of the IT team to ensure successful resolution of customer requests within established SLAs.
IT System Analyst
Panattoni Technology Group
Downers Grove, IL
03.2021 - 09.2023
- Company Overview: Construction.
- Provide day-to-day support for clients and their end users, which includes both general support and moves, additions, and changes.
- Conducted client walk-throughs to deliver detailed guidance.
- Managed workstations for Windows and macOS.
- Oversaw telecom operations to ensure efficient management.
- Ensured timely resolution through effective ticket management.
- Oversaw software updates.
- Coordinated with IT manufacturers to provide end-user support.
- Handled communications concerning escalated technical issues.
- Manage user account lifecycle.
- Oversaw various systems.
- Diligently commissioned and decommissioned various workstations.
- Executing regular backups and initiating restore procedures during data loss events.
- Construction
Help Desk Analyst
Stratosphere Network, LLC
Evanston, IL
03.2020 - 02.2021
- Company Overview: MSP
- Provide day-to-day support for clients and their end users, which includes both general support and moves, additions, and changes.
- Work with clients to provide walk-throughs, to assist in troubleshooting
- Ticket management
- Vendor liaison services working with IT manufacturers for end-user support.
- Manage communications and client expectations around escalated technical and business impact issues
- Create and disable users
- Monitor multiple systems
- Commission and decommission workstations
- Maintained backup integrity through regular monitoring.
- MSP
IT Support Specialist
Lawndale Christian Health Center
Chicago, IL
07.2019 - 02.2020
- Company Overview: Family Practice
- Work with end users to identify and deliver required PC service levels
- Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, and networking hardware products
- Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products
- Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users
- Contribute to the development and maintenance of an inventory system for all PC and Server hardware
- Monitor and test PC performance and provide PC performance statistics and reports
- Assist in maintaining and upholding procedures for reporting and statistically monitoring PC performance
- Conduct research on computer products in support of PC procurement and development efforts
- Evaluate and recommend hardware products for purchase
- Support development and implementation of new computer projects and new hardware installations
- Server administration, including antivirus monitoring and system backup monitoring
- Design, maintain LCHC phone system, including assigning extensions, updating applications, removing extensions, and updating on-hold messaging system, using Mitel UCA software
- Working knowledge of Mitel 5000 and Mitel 3300 systems
- Maintain LCHC Pagers, including distribution, phone number assignment, transfers, etc
- Configured Cisco switches
- Monitors switches, wireless bridges, and Meraki Access Points
- Family Practice
IT Support Technician
Lawndale Christian Health Center
Chicago, IL
05.2015 - 06.2019
- Company Overview: Family Practice
- Work with end users to identify and deliver required PC service levels
- Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, and networking hardware products
- Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products
- Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users
- Contribute to the development and maintenance of an inventory system for all PC and Server hardware
- Monitor and test PC performance and provide PC performance statistics and reports
- Assist in maintaining and upholding procedures for reporting and statistically monitoring PC performance
- Conduct research on computer products in support of PC procurement and development efforts
- Evaluate and recommend hardware products for purchase
- Support development and implementation of new computer projects and new hardware installations
- Server administration, including antivirus monitoring and system backup monitoring
- Design, maintain LCHC phone system, including assigning extensions, updating applications, removing extensions, and updating on-hold messaging system, using Mitel UCA software
- Working knowledge of Mitel 5000 and Mitel 3300 systems
- Maintain LCHC Pagers, including distribution, phone number assignment, transfers, etc
- Family Practice
Skills
- Microsoft Office 365
- Microsoft Exchange
- VMware
- Centricity (Electronic Medical Records)
- Windows Server 2008 R2 Support
- Management of Windows Server 2012
- Windows Server Management
- Citrix
- Next Level Security System
- Mitel Communication Systems Knowledge (3000 & 5000)
- RingCentral
- Proficient in Revu Bluebeam
- ConnectWise Platform Experience
- NinjaOne Patching
- NinjaOne Remote Software
- NinjaOne Ticketing
- Customer service
- Ticket management
- User training
- Remote diagnostics
- Problem analysis
- Hardware configuration
- Workflow analysis
- Software installation
- Network troubleshooting
- Escalation management
- Effective communication
- Team collaboration
- Time management
- Service desk experience
- Application support
- Operating systems
- Technical documents comprehension
- System administration
- TCP/IP
Certification
CompTIA A+CE, XDDJFDGEDE1SEB7, expired
Timeline
IT Service Desk Analyst
Middendorp Electrical
04.2024 - Current
IT System Analyst
Panattoni Technology Group
03.2021 - 09.2023
Help Desk Analyst
Stratosphere Network, LLC
03.2020 - 02.2021
IT Support Specialist
Lawndale Christian Health Center
07.2019 - 02.2020
IT Support Technician
Lawndale Christian Health Center
05.2015 - 06.2019
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