Service Desk Level 2 Technician SME - Advanced Call Center Technologies - Harlingen, TX
(2021-05 - 2026-05)
Served as the primary escalation point for level 2 technicians, resolving complex technical issues that exceeded standard troubleshooting protocols.
- Managed 50+ daily access requests, including password resets and Active Directory account management, maintaining strict security protocol
- Delivered high level technical support via phone, email, and ticketing systems for onsite and remote end users
- Installing, configuring and maintaining computer systems and software
- Documenting and tracking support tickets using a service desk ticketing system
- Following up with users to ensure their issues are resolved satisfactorily
- Conducted rigorous compliance audits of server recordings and email filtering systems to ensure data privacy and regulatory alignment
- Responded to and resolved critical system outages and service disruptions in a timely manner to minimize downtime and mitigate impact on business operations
- Documented outage incidents, including root cause analysis and resolutions steps, to facilitate knowledge sharing and continuous improvement
- Collaborated closely with cross functional teams including network engineers, system administrators, and software developers, to coordinate incident response efforts and restore services
- Addressing escalated technical issues and service requests from end users
- Assisted in exchange management distros and security groups for internal access for all users
- Reduced system downtime by 20% by leading incident response efforts and performing rapid root cause analysis on critical service disruptions
- Mentored and onboarded 10+ level 2 technicians, developing a standardized training curriculum that reduced new-hire ramp-up time by two weeks
- Initiated tech deployment classes for new agents, overseeing the configuration and imaging of hardware to ensure 100% day-one readiness
- Authored a comprehensive Knowledge Base of 30+ instructional guides, improving first call resolution rates across the department
Onsite Technician - Advanced Call Center Technologies - Harlingen, TX
(2021-01 - 2021-05)
- Diagnosing and resolving hardware, software and network issues
- Installing and configuring computers and peripheral devices
- Executed full cycle computer imaging and OS deployment, ensuring all remote equipment met security standards prior to shipment
- Maintained server infrastructure integrity by managing a strict tape rotation schedule and secure backup protocols
- Repairing or replacing faulty equipment such as hard drives, ram sticks, and peripherals
- Optimized IT inventory tracking systems, resulting in 100% accountability for hardware and peripherals across the site
