Christopher Garcia
Tech Support Tier 2 / Tier 3 at SJC Technology Inc.- Claim this Profile
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Bio
Darren Schoen
Chris was an excellent member of our team. His technical expertise, End User service skills, attention to detail, and ability to quickly adjust to shifting challenges was second to none. Chris's work ethic is also exemplary. He went from the 'newbie' to 'key member of the team' in record time, and spearheaded several self-started projects that brought efficiencies and improvement to the organization. I had 100% confidence that any task assigned to Chris it would be quickly researched and resolved to both the organization's and end user's satisfaction. In addition, Chris did not rest on his laurels, and continually worked to expand his skillset into networking, server administration and project management quickly and effectively. I cannot recommend Chris enough. We were very sad to lose him once he moved out of our area and he would be an excellent addition to any team!
Allan G.
From Day One, he has made a massive impression with the service desk at BCPA. He has not only enhanced the delivery of service, provided workflow improvements for internal and external. These include creating policies for UPS systems recycling and redeployment with a recertification process as well. In addition, he was instrumental in the replacement of the service desk ticket system and helped with its smooth transition. If that wasn’t enough, training of new service desk team. This includes ticket priority and project management principles, providing insight into current processes and systems. Their method encourages the thoughts and ideas of the new service desk team. In short, Chris is a force multiplier and incredibly adaptable in any role he is placed in. You only need to look at his academic achievements and his experience and meet him to see his personality of professional excellence and determination to be better than yesterday. It was a joy working with Chris, and I can’t wait to see where you go next.
Darren Schoen
Chris was an excellent member of our team. His technical expertise, End User service skills, attention to detail, and ability to quickly adjust to shifting challenges was second to none. Chris's work ethic is also exemplary. He went from the 'newbie' to 'key member of the team' in record time, and spearheaded several self-started projects that brought efficiencies and improvement to the organization. I had 100% confidence that any task assigned to Chris it would be quickly researched and resolved to both the organization's and end user's satisfaction. In addition, Chris did not rest on his laurels, and continually worked to expand his skillset into networking, server administration and project management quickly and effectively. I cannot recommend Chris enough. We were very sad to lose him once he moved out of our area and he would be an excellent addition to any team!
Allan G.
From Day One, he has made a massive impression with the service desk at BCPA. He has not only enhanced the delivery of service, provided workflow improvements for internal and external. These include creating policies for UPS systems recycling and redeployment with a recertification process as well. In addition, he was instrumental in the replacement of the service desk ticket system and helped with its smooth transition. If that wasn’t enough, training of new service desk team. This includes ticket priority and project management principles, providing insight into current processes and systems. Their method encourages the thoughts and ideas of the new service desk team. In short, Chris is a force multiplier and incredibly adaptable in any role he is placed in. You only need to look at his academic achievements and his experience and meet him to see his personality of professional excellence and determination to be better than yesterday. It was a joy working with Chris, and I can’t wait to see where you go next.
Darren Schoen
Chris was an excellent member of our team. His technical expertise, End User service skills, attention to detail, and ability to quickly adjust to shifting challenges was second to none. Chris's work ethic is also exemplary. He went from the 'newbie' to 'key member of the team' in record time, and spearheaded several self-started projects that brought efficiencies and improvement to the organization. I had 100% confidence that any task assigned to Chris it would be quickly researched and resolved to both the organization's and end user's satisfaction. In addition, Chris did not rest on his laurels, and continually worked to expand his skillset into networking, server administration and project management quickly and effectively. I cannot recommend Chris enough. We were very sad to lose him once he moved out of our area and he would be an excellent addition to any team!
Allan G.
From Day One, he has made a massive impression with the service desk at BCPA. He has not only enhanced the delivery of service, provided workflow improvements for internal and external. These include creating policies for UPS systems recycling and redeployment with a recertification process as well. In addition, he was instrumental in the replacement of the service desk ticket system and helped with its smooth transition. If that wasn’t enough, training of new service desk team. This includes ticket priority and project management principles, providing insight into current processes and systems. Their method encourages the thoughts and ideas of the new service desk team. In short, Chris is a force multiplier and incredibly adaptable in any role he is placed in. You only need to look at his academic achievements and his experience and meet him to see his personality of professional excellence and determination to be better than yesterday. It was a joy working with Chris, and I can’t wait to see where you go next.
Darren Schoen
Chris was an excellent member of our team. His technical expertise, End User service skills, attention to detail, and ability to quickly adjust to shifting challenges was second to none. Chris's work ethic is also exemplary. He went from the 'newbie' to 'key member of the team' in record time, and spearheaded several self-started projects that brought efficiencies and improvement to the organization. I had 100% confidence that any task assigned to Chris it would be quickly researched and resolved to both the organization's and end user's satisfaction. In addition, Chris did not rest on his laurels, and continually worked to expand his skillset into networking, server administration and project management quickly and effectively. I cannot recommend Chris enough. We were very sad to lose him once he moved out of our area and he would be an excellent addition to any team!
Allan G.
From Day One, he has made a massive impression with the service desk at BCPA. He has not only enhanced the delivery of service, provided workflow improvements for internal and external. These include creating policies for UPS systems recycling and redeployment with a recertification process as well. In addition, he was instrumental in the replacement of the service desk ticket system and helped with its smooth transition. If that wasn’t enough, training of new service desk team. This includes ticket priority and project management principles, providing insight into current processes and systems. Their method encourages the thoughts and ideas of the new service desk team. In short, Chris is a force multiplier and incredibly adaptable in any role he is placed in. You only need to look at his academic achievements and his experience and meet him to see his personality of professional excellence and determination to be better than yesterday. It was a joy working with Chris, and I can’t wait to see where you go next.
Credentials
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AWS Academy Graduate - AWS Academy Cloud Foundations
Amazon Web Services (AWS)Dec, 2022- Nov, 2024 -
Introduction to AWS for Non-Engineers: 3 Core Services
LinkedInDec, 2022- Nov, 2024 -
Introduction to AWS for Non-Engineers: 4 Billing and Pricing
LinkedInDec, 2022- Nov, 2024 -
AWS Cloud Practitioner (CLF-C01) Certification Preparation for AWS
Cloud AcademyNov, 2022- Nov, 2024 -
Introduction to AWS for Non-Engineers: 1 Cloud Concepts
LinkedInSep, 2022- Nov, 2024 -
Introduction to AWS for Non-Engineers: 2 Security
LinkedInSep, 2022- Nov, 2024 -
Exploring Unconscious Bias with Vernā Myers
The Vernā Myers Company (TVMC)Apr, 2022- Nov, 2024 -
CCNA: Enterprise Networking, Security, and Automation
CiscoFeb, 2021- Nov, 2024 -
CCNA: Switching, Routing, and Wireless Essentials
CiscoDec, 2020- Nov, 2024 -
CCNA: Introduction to Networks
CiscoOct, 2020- Nov, 2024
Experience
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SJC Technology Inc.
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Tech Support Tier 2 / Tier 3
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Jan 2023 - Present
- Provide expert-level technical support to clients, serving as the primary point of contact for Tier 2 and Tier 3 escalated issues, and ensuring timely resolution. - Diagnose and troubleshoot complex hardware, software, and network-related problems, leveraging advanced technical knowledge and problem-solving skills. - Collaborate with Tier 1 support technicians and other IT teams to analyze and investigate root causes of recurring issues, proposing long-term solutions to enhance network… Show more - Provide expert-level technical support to clients, serving as the primary point of contact for Tier 2 and Tier 3 escalated issues, and ensuring timely resolution. - Diagnose and troubleshoot complex hardware, software, and network-related problems, leveraging advanced technical knowledge and problem-solving skills. - Collaborate with Tier 1 support technicians and other IT teams to analyze and investigate root causes of recurring issues, proposing long-term solutions to enhance network stability. - Implement proactive measures to monitor clients' computer networks, including configuring and managing network monitoring tools, and conducting regular performance assessments. - Participate in the planning and execution of IT infrastructure projects, such as network upgrades, server migrations, and system integrations. - Assist clients with network and system configurations, providing recommendations to optimize performance and security. - Communicate technical concepts and solutions clearly to non-technical clients, ensuring a thorough understanding of support actions taken. - Escalate complex issues to appropriate internal teams or third-party vendors when necessary, closely tracking the progress until resolution. - Prioritize and manage a diverse range of technical support tickets, ensuring adherence to SLAs and delivering exceptional customer service. - Document all support interactions, troubleshooting steps, and resolutions accurately in our ticketing system, maintaining a comprehensive knowledge base for future reference. - Keep abreast of industry best practices, emerging technologies, and security trends, sharing knowledge with team members through regular knowledge-sharing sessions. Show less - Provide expert-level technical support to clients, serving as the primary point of contact for Tier 2 and Tier 3 escalated issues, and ensuring timely resolution. - Diagnose and troubleshoot complex hardware, software, and network-related problems, leveraging advanced technical knowledge and problem-solving skills. - Collaborate with Tier 1 support technicians and other IT teams to analyze and investigate root causes of recurring issues, proposing long-term solutions to enhance network… Show more - Provide expert-level technical support to clients, serving as the primary point of contact for Tier 2 and Tier 3 escalated issues, and ensuring timely resolution. - Diagnose and troubleshoot complex hardware, software, and network-related problems, leveraging advanced technical knowledge and problem-solving skills. - Collaborate with Tier 1 support technicians and other IT teams to analyze and investigate root causes of recurring issues, proposing long-term solutions to enhance network stability. - Implement proactive measures to monitor clients' computer networks, including configuring and managing network monitoring tools, and conducting regular performance assessments. - Participate in the planning and execution of IT infrastructure projects, such as network upgrades, server migrations, and system integrations. - Assist clients with network and system configurations, providing recommendations to optimize performance and security. - Communicate technical concepts and solutions clearly to non-technical clients, ensuring a thorough understanding of support actions taken. - Escalate complex issues to appropriate internal teams or third-party vendors when necessary, closely tracking the progress until resolution. - Prioritize and manage a diverse range of technical support tickets, ensuring adherence to SLAs and delivering exceptional customer service. - Document all support interactions, troubleshooting steps, and resolutions accurately in our ticketing system, maintaining a comprehensive knowledge base for future reference. - Keep abreast of industry best practices, emerging technologies, and security trends, sharing knowledge with team members through regular knowledge-sharing sessions. Show less
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Broward Center for the Performing Arts
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United States
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Entertainment
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100 - 200 Employee
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Desktop Support Technician
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Jan 2022 - Dec 2022
- Responsible for desktop-related Service Desk queue and working with the IT team on the resolution of tickets that are opened including escalation of tickets to Tier 3 support personnel if needed. - Provide Tier 1I technical support for service desk tickets escalated by Desktop Support Techs. - Provide training/instruction on PACA Desktop Infrastructure for Desktop Support Technician positions to enable them to effectively support all PACA users. - Administer systems directly related… Show more - Responsible for desktop-related Service Desk queue and working with the IT team on the resolution of tickets that are opened including escalation of tickets to Tier 3 support personnel if needed. - Provide Tier 1I technical support for service desk tickets escalated by Desktop Support Techs. - Provide training/instruction on PACA Desktop Infrastructure for Desktop Support Technician positions to enable them to effectively support all PACA users. - Administer systems directly related to supporting and monitoring the PACA Desktop environment. This can include ManageEngine, Microsoft, Anti-Virus, Printing/Scanning, and Service Desk products. - Assist in supporting and/or administering PACA cloud infrastructure environment as related to end users. - Assist Systems Administrators in providing timely security updates for all desktops within the PACA environment. - Recommend and implement improvements/upgrades within PACA Technology Infrastructure that would increase productivity and efficiency for end-users and/or PACA Infrastructure team working with Systems Administrators/Director when necessary. - Administer all end-user equipment inventory, including desktops and laptops. This includes physical inventory, mobile device management, and systems related to administering remote devices (laptops). - Create documentation for desktop policies and practices for use within the PACA IT team and also include instructional materials for end users. - Suggest and/or lead projects that would benefit PACA to increase functionality and efficiency. Work with the Technology Infrastructure team on other projects as assigned by Director. - Complete additional responsibilities as assigned. Show less - Responsible for desktop-related Service Desk queue and working with the IT team on the resolution of tickets that are opened including escalation of tickets to Tier 3 support personnel if needed. - Provide Tier 1I technical support for service desk tickets escalated by Desktop Support Techs. - Provide training/instruction on PACA Desktop Infrastructure for Desktop Support Technician positions to enable them to effectively support all PACA users. - Administer systems directly related… Show more - Responsible for desktop-related Service Desk queue and working with the IT team on the resolution of tickets that are opened including escalation of tickets to Tier 3 support personnel if needed. - Provide Tier 1I technical support for service desk tickets escalated by Desktop Support Techs. - Provide training/instruction on PACA Desktop Infrastructure for Desktop Support Technician positions to enable them to effectively support all PACA users. - Administer systems directly related to supporting and monitoring the PACA Desktop environment. This can include ManageEngine, Microsoft, Anti-Virus, Printing/Scanning, and Service Desk products. - Assist in supporting and/or administering PACA cloud infrastructure environment as related to end users. - Assist Systems Administrators in providing timely security updates for all desktops within the PACA environment. - Recommend and implement improvements/upgrades within PACA Technology Infrastructure that would increase productivity and efficiency for end-users and/or PACA Infrastructure team working with Systems Administrators/Director when necessary. - Administer all end-user equipment inventory, including desktops and laptops. This includes physical inventory, mobile device management, and systems related to administering remote devices (laptops). - Create documentation for desktop policies and practices for use within the PACA IT team and also include instructional materials for end users. - Suggest and/or lead projects that would benefit PACA to increase functionality and efficiency. Work with the Technology Infrastructure team on other projects as assigned by Director. - Complete additional responsibilities as assigned. Show less
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Miami Dade College
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United States
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Higher Education
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700 & Above Employee
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Senior Information Technology Network Technician
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Oct 2018 - Oct 2022
- Oversees the daily performance of the College computer systems - Coordinates the use of computer software and media equipment - Troubleshoots and resolves computer-related desktop and network communication problems - Installs and maintains computers, printers, application software, and other peripheral equipment - Operates and tests network software and hardware - Provides over-the-phone support and customer service to clients experiencing technical issues - Performs… Show more - Oversees the daily performance of the College computer systems - Coordinates the use of computer software and media equipment - Troubleshoots and resolves computer-related desktop and network communication problems - Installs and maintains computers, printers, application software, and other peripheral equipment - Operates and tests network software and hardware - Provides over-the-phone support and customer service to clients experiencing technical issues - Performs basic departmental functions, such as locating materials, answering questions, and tracking calls and services requests - Performs preventive network hardware and software maintenance - Performs other duties as assigned Show less - Oversees the daily performance of the College computer systems - Coordinates the use of computer software and media equipment - Troubleshoots and resolves computer-related desktop and network communication problems - Installs and maintains computers, printers, application software, and other peripheral equipment - Operates and tests network software and hardware - Provides over-the-phone support and customer service to clients experiencing technical issues - Performs… Show more - Oversees the daily performance of the College computer systems - Coordinates the use of computer software and media equipment - Troubleshoots and resolves computer-related desktop and network communication problems - Installs and maintains computers, printers, application software, and other peripheral equipment - Operates and tests network software and hardware - Provides over-the-phone support and customer service to clients experiencing technical issues - Performs basic departmental functions, such as locating materials, answering questions, and tracking calls and services requests - Performs preventive network hardware and software maintenance - Performs other duties as assigned Show less
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Education
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2020 - 2022
Miami Dade College
Bachelor of Science - BS, Information Systems Technology - Networking Concentration -
2018 - 2020
Miami Dade College
Associate of Arts - AA, Computer Science -
2014 - 2018
Hialeah Gardens Senior High
Computer Engineering, 12
Community
