Mario Arteaga

About Mario Arteaga

Leadership and solutions-focused, accomplished IT professional with 15+ years’ experience, providing client-focused and rapid technical support in environments up to clients.Skilled in complementing multi-functional teams in high-tech environments such as healthcare, computer training/certification, software development, mortgage lending, banking, avionics, entertainment, marketing & engineering.Proven ability to research and identify root issues and direct clients to lasting resolutions.Excel at expressing complex technical concepts and statistical analysis to clients of varying technical expertise.Well versed in a variety of network and business platforms, common operating systems, applications, and hardware.Proven ability to master new tools and technologies quickly, namely, in Server/Cloud migrations, MS Autopilot, Endpoint Manager/Intune PC and client imaging, patch management, security, virus, registry, and event monitoring.Extensive experience in asset management and inventory control of hardware, software, printers, peripherals, and IP telephony.Ground up construction and documentation of departmental procedures, policies, and training.My experience and good judgment have allowed me to collaborate with and support teams such as server, network, QA, email, security, application support, and telecom. AREAS OF EXPERTISE:Troubleshooting & Issue Resolution / Rapid Ticket Response Times / Client Training & Support / Root Cause Analysis / Client Relationship Building & Management / Project Management / Scheduled & Ad Hoc Maintenance / Systems & Application Design, Review, Migration & Implementation / Inventory Control, Licensing & Procurement / Detailed Documentation

Experience

1. is Team Leader - Us West

   GHD

   Jan 2024 — Present · Orange County, CA, US

   Actively leading our team in all aspects of Information Services with the US West region Information Services Manager fosters a 100% supportive and customer service-oriented experience for our US West region members.Collaboration with other departments in the evaluation, facilitation, and implementation of new technologies, IS initiatives, updates, projects, deployments, and systems.Careful review, delegation, and tracking of our team\'s open tickets through our ticketing system allows the team, the IS Manager, and other business sources to track, meet, and/or exceed service level requirements. Consistent coaching, delegating, and mentoring are keys.Our team\'s timely, precise, diagnosis and resolution of client issues related to hardware, software, printers, etc. allows us to resolve client issues faster, while minimizing reoccurrence. Consistently reviewing resolved tickets for accuracy and customer satisfaction.As a multi-tier, world-class IS support team, we are in constant communication with other relevant internal IS staff members (i.e, Systems, Network, Software, Security, etc.), including escalating and coordinating incidents, while providing appropriate background information.We also perform all local asset management activities—hardware, network, and software—in accordance with GHD policies and procedures.As a Global civil engineering leader, we expect to work collaboratively and build productive and supportive relationships with all other IS regional teams in the USA and around the world. This is made possible by maintaining integrity and governance in adhering to standard service desk procedures and IS security protocols.Because we are part of the US West IS team, we plan and coordinate local IS projects and tasks for all GHD US West branches, including traveling between the branches as part of implementing these projects, including when on-site IS support and training are required, including local seminar and trade show support.

Education

• Pepperdine Graziadio Business School

  Master of Business Administration, Dispute Resolution – Fully Employed, Awarded

• Computer Learning Center

  Network Engineering and Management certificate – Fully Employed, Awarded

• Pepperdine Law

  MBA, Dispute Resolution – Fully Employed, Awarded

• University of Phoenix

  Bachelor of Science, Information Technology – Fully Employed, Awarded

Skills

• Ftp
• Dns
• Databases
• Ms Project
• Windows Xp
• Process Improvement
• Tcp/Ip Protocols
• Troubleshooting
• Project Management
• Security
• Supervisory Skills
• Team Training
• Call Centers
• Iis
• Windows
• Supervisory Management
• Software Documentation
• Analysis
• Altiris
• Sharepoint
• Training
• Testing
• Computer Hardware
• Team Mentoring
• Leadership
• Dhcp
• Network Security
• Microsoft Exchange
• Symantec Antivirus
• Visio
• Customer Service
• Vendor Management
• Virtual Private Network (Vpn)
• Team Building
• Management
• Job Coaching
• Networking
• Mcafee
• Servers
• Technical Support