Jonathan Paniagua
System Support Analyst @ HCLTech | Technical Support, InfoSec
- Role
- System Support Analyst Linkedin at HCLTech
- Location
- San Francisco, CA, US
- LinkedIn followers
- 500 followers
About Jonathan Paniagua
At HCLTech, I serve as a System Support Analyst, leveraging over six years of experience…
Experience
System Support Analyst Linkedin
Jan 2024 — Present · Mountain View, CA, US
Technical Support Specialist Provided outstanding technical support to LinkedIn employees, utilizing both remote and on- site methods, enhancing productivity, and reducing downtime.• IT Issue Resolution Managed an average of 15-25 support tickets or calls daily, diagnosing and resolving hardware and software issues for a variety of devices.• InfoSec Expertise Acquainted with standard Information Security (InfoSec) procedures, proficient in identifying and validating potential malware/virus threats on corporate devices using tools such as SEP and Malware Bytes.• System Imaging Proficiency Proficient in utilizing LANDesk/Ivanti and JAMF for imaging PCs and Macs, with expertise in the PXE booting process.• Mobile Device Management Experienced in enrolling mobile devices in the AirWatch/Intelligent Hub Mobile Device Management (MDM) platform, demonstrating strong knowledge in mobile device security and management.• Customer Service Excellence Demonstrated exceptional customer service skills by providing personalized and educational support, effectively resolving technical issues through clear and concise communication.• SLA Achievement Achieved a 95% Service Level Agreement (SLA) resolution rate on initial contact, minimizing downtime for employees and ensuring business operations\' continuity.• Active Directory Management Skilled in managing and maintaining user accounts in Active Directory, including creating and modifying end-user accounts, headless accounts, and distribution groups.• Client-Focused Commitment Committed to delivering exceptional customer service, being available during regular business hours, and providing after-hours support in emergency situations. Willing to go the extra mile to ensure client needs are met.
Education
Year Up United
Internship, Information Technology
2018 — 2019
San Jose City College
General Studies
2013 — 2015
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