Jonathan Ciudad
A+, Net+, Sec+, CySA+ & SPLK-1002
- Role
- Help Desk Specialist Level 2 at Nagarro
- Location
- Brooklyn, NY, US
- LinkedIn followers
- 500 followers
About Jonathan Ciudad
I am currently an alumni student at Per Scholas with a passion for delving into the…
Experience
Help Desk Specialist Level 2
Jul 2024 — Present · New York, NY, US
Provide L1 and L2 technical support to DOE parents, staff, and customers via phone, chat, and email, utilizing ServiceNow for IT Service Management (ITSM) and issue tracking.• Troubleshoot and resolve technical issues with applications, systems, and user devices by researching using knowledge bases, workflows, and Microsoft Azure resources.• Log and document all inquiries, incidents, and resolutions in the Customer Relationship Manager (CRM) tool, ensuring accurate and detailed records for future reference.• Analyze and diagnose user problems, following predefined scripts and processes, to deliver timely resolutions or escalate complex issues to appropriate departments.• Collaborate with internal teams and escalate technical problems to streamline service delivery and improve support outcomes for the Department of Education clients.
Education
Borough of Manhattan Community College
Associate’s Degree, Liberal Arts
2009 — 2012
Per Scholas
CyberSecurity
Baruch College
Economics
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