Ariel M.
Mid-Level IT Support Engineer
Open to offersNew to PlatformAbout
Ariel M. is a skilled IT professional with a Bachelor's degree in Computer Engineering from UTEL University. Over his extensive career, he has amassed a wealth of experience in networking and security, graphic and video editing, and programming. His tenure at SBA Network Services as an IT Support Engineer II saw him providing tier 1 and 2 technical support, managing IT assets, and adhering to Sarbanes-Oxley regulations. At Converge One Holdings, as a Technology Analyst II, he was pivotal in managing incidents with high business impact, maintaining security through proficient use of tools like Cisco and Trend Micro. His programming acumen spans various languages including PHP, Java, and Python. Additionally, his expertise in software like Adobe Photoshop and After Effects underlines his versatility in both IT and creative domains. Ariel also holds certifications such as ITIL V4, COMPTIA A+, and Cisco ICND, enhancing his credentials in IT service management and network security.
Experience
IT Support Engineer II
SBA Network Services, LLC · 2022 — 2024Delivered first and second-tier technical support to employees through various communication methods including telephone, email, instant messaging, and remote control. Utilized ticketing systems for logging requests and managing issue resolution. Processed inbound requests from helpdesk tiers 1 and 2, ensuring correct escalation when necessary. Executed imaging and reimaging of desktops and laptops to meet company standards, and performed remedial as well as preventative maintenance on IT devices. Maintained detailed records of calls and updates, kept abreast of relevant technical knowledge, and adhered to company policies governed by Sarbanes-Oxley rules. Oversaw IT asset management including inventory, and recycling of old equipment, and assisted IT Managers and Project Managers with assigned tasks.Technology Analyst II / Service Desk Analyst II
Converge One Holdings Corp. (RJ Globus Solutions) · 2019 — 2022Managed the creation of tickets in the Service Request System Footprints, providing support in generating incident tickets while addressing incoming calls and web-generated incidents. Ensured ownership of incidents throughout their lifecycle, particularly for high-priority tickets. Addressed user issues concerning Active Directory, AnyConnect VPN, Avaya One X, cloud services, and various software applications. Maintained documentation of all troubleshooting efforts in alignment with ITSM Standards and ITIL framework and facilitated group escalations for significant business-impact incidents. Contributed to analysis efforts and generated knowledge articles for newly encountered issues, while collaborating with cross-functional IT teams to uphold best practices.IT Service Desk/KB Article Writer/Content Developer
Safeway Phil-tech. Inc. (Albertsons) · 2018 — 2019Opened and created tickets in the Service Request System (Service Now) while providing support in incident ticket creation. Engaged with internal employees and external users through calls and various communication channels. Took ownership of incident management and documentation, ensuring adherence to ITSM Standards and ITIL framework. Resolved user issues across numerous systems, including Active Directory and POS systems, and authored knowledge-based articles for technical reference. Conducted technical reviews, published articles, and worked with SMEs and training teams to produce instructional materials while maintaining the knowledge base.IT Service Desk Analyst/Technical Training Intern
Armada Resources Inc. · 2015 — 2017Supported the creation of incident tickets through Zendesk and managed phone and web-generated incident responses. Ensured proper documentation of tickets and assisted in documenting resolutions for customer issues. Functioned as a Training Intern specializing in Service Desk delivery training across various locations, aligning training efforts with organizational needs. Evaluated training effectiveness and reported on training outcomes, while drafting and organizing process improvements based on performance appraisals. Generated reports to track compliance and directed actions to resolve issues.IT/System Admin./Service Desk
CJR IT Solutions · 2013 — 2015Provided technical support for hardware peripherals and company equipment while managing incident ticket creation via an in-house tool. Updated knowledge related to Cisco and Juniper routers and switches, and maintained devices within the data center. Monitored and troubleshot the company-wide network, including Cisco routers and various firewall technologies. Ensured the provision of everyday technical support to clients, addressing their software and hardware requirements as needed.
Skills & Expertise
Education
- BS in Computer EngineeringUTEL University