Oscar P.

About Oscar P.

As a 19-year Information Technology Professional, I have amassed a wealth of skills and experience. I am self-motivated and hardworking IT Professional, I blend extensive expertise in IT Administration & Operations with a solid grasp of IT Security, driven by a passion for problem-solving. My approach merges technical skill and strategic insight to deliver effective and secure IT solutions efficiently.

Experience

1. Customer Support Technician ll

   Shelby County Government

   Sep 2024 — Present

   Duties and Responsibilities- Diagnoses and Triages Issues: Assess and prioritize reported issues submitted via telephone, email, and in-person- Escalation of Complex Issues: Elevate unresolved or complex issues to senior technical staff as necessary- Provide Alternative Solutions: Offer effective solutions to ensure user satisfaction, considering all available options- Participate in Review Processes: Collaborate in reviewing established procedures for accuracy regarding projects, network hardware/software, and telephone systems- Resolve Complex Issues: Utilize available tools to diagnose and fix complex LAN, hardware, and software issues- Manage Windows PCs and Connectivity: Install, configure, and troubleshoot all versions of Microsoft Windows PCs and LAN connectivity in an enterprise network environment-Device Connectivity: Install, configure, and troubleshoot connectivity between PCs, telephones, and networked devices- Track Assets: Monitor and track computer and telephone equipment using established tools and procedures- Accurate Incident Reporting: Document customer-submitted incidents using an enterprise ITSM (Information Technology Service Management) system- Known Solutions Documentation: Create and submit documentation regularly for known solutions- Contribute to group discussions, review publications, and explore other resources to improve personal knowledge and skill set- Participate in On-Call Rotation: Engage in mandatory after-hours on-call support rotation, including remote diagnostics and on-site travel to Shelby County facilities during evenings and weekends.Skills Used- Strong problem-solving and analytical skills- Excellent communication and customer service abilities- Proficiency with Microsoft Windows operating systems and network connectivity- Ability to work independently and collaboratively.

Education

• University of Phoenix

  Bachelor of Science - BS, Information Technology/Security Systems

• Vatterott College

  Diploma, Electrical/Electronics Maintenance and Repair Technology(Electrician)