Michael Jimenez

Incident Management: Spearheaded the resolution of ServiceNow incidents across the Arizona/New Mexico region remotely and onsite, ensuring timely and effective troubleshooting of complex end-user issues

Sr. IT Field Technician at Hertz Corporation (2021-12 – 2026-09)

Incident Management: Spearheaded the resolution of ServiceNow incidents across the Arizona/New Mexico region remotely and onsite, ensuring timely and effective troubleshooting of complex end-user issues

• Project Leadership: Managed and executed a diverse range of extracurricular projects, including:
• Seamlessly transitioned the organization from Windows 7 to Windows 10 and subsequently to Windows 11, enhancing system security, ensuring compatibility, improving productivity features, and strengthening the overall security posture.
• Comprehensive asset management, optimizing resource allocation and utilization.
• Tablet upgrade initiative, ensuring up-to-date technology for mobile workforce efficiency.
• Networking upgrades, improving connectivity and data transfer speeds across the organization.
• Conducted detailed site surveys to assess and plan for infrastructural improvements.
• Infrastructure Enhancement: Led the upgrade of existing infrastructure to meet evolving business needs and technological advancements.

IT Administrator at Northern Trust Corporation (Contracted) (2020-12 – 2021-10)

Duties include responding to priority tickets via ServiceNow request, managing inventory of all PC assets onsite, running weekly inventory scans, reimaging current stock for rush replacements, handling extracurricular projects as assigned i.e., site surveys, disposal projects, etc.

• Acting as Field Services responsible for finding final resolution for end-users.
• Providing onsite & remote desktop support for end-users, solving a magnitude of software and hardware related problems using, troubleshooting, profile rebuilds, hardware replacements, and SCCM uninstall reinstalls.

Desktop Support Specialist at Aetna, A CVS Company (Contracted) (2019-04 – 2020-04)

troubleshooting escalated end-user issues via ServiceNow tickets using various knowledge bases, self-learned knowledge, escalation teams, and IT management.

• Acting as a level 2 support representative on a specialized Desktop Support team responsible for finding final resolution for end-users.
• Providing onsite & remote desktop support for end-users, solving a magnitude of software and hardware related problems using, troubleshooting, profile rebuilds, hardware replacements, and SCCM uninstall reinstalls.

Service Desk Analyst at TJX Companies Inc. (TJ Maxx, Marshalls) (Contracted) (2018-07 – 2019-04)

troubleshooting end-user issues via inbound calls/tickets using various knowledge bases, self-learned knowledge, peers, and leads.

• Using various tools like Active Directory, ServiceNow, Ericom, Citrix, and Knowledge bases to resolve user issues
• Resolving vital issues for TJ Maxx/Marshalls to operate, which includes issues with POS systems, cash office thin clients, LP security cameras (CCTV), and networking equipment.

Software Analyst at Circle K Stores Inc. (Contracted) (2017-05 – 2017-09)

remotely analyzing batch files ran on POS (Point of Sale) systems, troubleshooting as necessary, and ensuring clean software install. Temp Position

• Troubleshooting software using knowledge from common issues
• Researching for fixes to problems from manuals
• Escalating to lead when all resources have been exhausted

Technical Support & Sales at GoDaddy Inc (2015-12 – 2016-09)

troubleshooting issues over the phone with domain and hosting related troubles.

• Troubleshooting shared hosting servers(cPanel/Plesk)
• Resolving a broad range of technical troubles; WordPress Errors, Email Client Issues, Domain Record Configuration, and CMS Installations.
• Meeting sales quotas and maintaining call control in a fast pace customer service environment.

Technical Support & Sales at Endurance International Group (2014-10 – 2015-08)

troubleshooting issues over the phone with domain and hosting related troubles.

• Troubleshooting shared hosting servers(cPanel/Plesk)
• Resolving a broad range of technical troubles; WordPress Errors, Email Client Issues, Domain Record Configuration, and CMS Installations.
• Exceeding sales quotas, and pitching new products

Technical Support at AT&T Communications Inc. (2013-03 – 2014-06)

troubleshooting with customers over the phone with DSL, VoIP, and Digital TV issues

• Providing solutions to technical issues using resources such as peer chat, knowledge bases, and escalation teams.
• Taking and recording peer performance reports
• Responsible for walking the floor answering peer questions, managing peer call times, and resolving call escalations.

Bachelor of Science in Psychology – Arizona State University

High School Diploma – Marcos de Niza High School