Diomel G. Anuta Jr.
Broomfield
Summary
Interest in employment for the Junior Network Engineer position as a certified Network+ Technician to apply my Network and technical skills while achieving greater heights together with the organization.
Overview
9
9
years of professional experience
Work History
Desktop Support Technician
Koniag Government
12.2022 - Current
- Enhanced user productivity, training employees on the use of new applications and system features.
- Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
- Responded to emergency situations quickly and professionally, mitigating potential damage from viruses or other threats to organizational systems/data integrity.
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
- Learned and implemented new software testing procedures.
- Effectively managed inventory of IT assets, reducing overall costs by tracking equipment usage and recommending necessary replacements or upgrades when appropriate.
- Provided exceptional customer service, resolving a high volume of helpdesk tickets within established timeframes.
- Optimized computer performance through regular system diagnostics, repairs, and upgrades as needed.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
Service Desk Analyst
NuAxis Innovations
05.2020 - 12.2022
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
Help Desk Support Technician
Front Range Community College
03.2016 - 08.2017
- Streamlined help desk processes by implementing efficient ticketing system, reducing response time and increasing productivity.
- Resolved complex technical issues with innovative solutions, contributing to a significant reduction in downtime.
- Utilized analytical skills to assess patterns in help desk requests, identifying areas for improvement and recommending process changes.
- Collaborated with cross-functional teams to identify root causes of recurring problems and implemented long-term solutions.
- Implemented automated monitoring tools to proactively detect potential network issues before they escalated into larger problems.
- Enhanced customer satisfaction by providing timely and accurate technical support for hardware and software issues.
- Improved help desk efficiency by creating comprehensive knowledge base articles, enabling faster issue resolution for technicians.
- Supported the onboarding of new employees by setting up workstations and providing training on internal systems, ensuring a smooth transition into the organization.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Science - Cyber Security
Southern New Hampshire University
Hooksett, NH05-2024
Associate of Applied Science - Network Infrastructure
Front Range Community College
Westminster, CO05-2017
Skills
- Windows 7
- Windows 8
- Windows 81
- Windows 10
- Microsoft Suite
- Outlook
- Access
- Word
- Excel
- PowerPoint
- Trouble ticket system
- ServiceNow
- Lansweeper
- Track-it!
- Hardware installation
- Software installation
- Antivirus
- Office 365
- Network integration
- Web resource integration
- Remote Desktop
- Active Directory
- Java
- VPN
- Citrix
- Cable management
- System maintenance
- Ethernet
- Wireless
- IP
- Subnet mask
Accomplishments
- CompTIA Network+
- CompTIA A+
- Cloud Computing
- Cisco IOS
- Network Infrastructure
- National Society of Leadership and Success
Help Desk Experience
- Constructed a documentation in installing a new printer software and drivers for user guidelines.
- Analyzed customer demands and utilized more than two desktop software tools to assist clients.
- Verbally guided a user to follow a step-by-step process in enabling a computer setting.
- Led an on-the-job training session with at least three newly hired employees on the department.
- Addressed at least six hardware issues and four software anomalies related to laptops, desktops and tablets.
- Answered inbound calls with at least 15% case resolved out of 25% and escalated unresolved problems.
- Created seven job requests daily using an in-house ticketing system from email request, or call reminder.
- Processed and image 10 refreshed computers to Windows 10 using Microsoft’s SCCM imaging tool.
Timeline
Desktop Support Technician
Koniag Government
12.2022 - Current
Service Desk Analyst
NuAxis Innovations
05.2020 - 12.2022
Help Desk Support Technician
Front Range Community College
03.2016 - 08.2017
Bachelor of Science - Cyber Security
Southern New Hampshire University
Associate of Applied Science - Network Infrastructure
Front Range Community College
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