Jean Alvarez Email and Phone Number

• Verify users’ identity using Active Directory to authenticate. • Resolved House Staffers o365 productivity app issues. • Proactively monitored and assigned incidents to support work activities. • Improved user VPN experience by teaching users’ best connection methods. • Managed iOS and Android users at various House offices. AirWatch/Workspace one/VMware.• Supporting all levels of House staff troubleshooting for Windows/Mac operating systems including System Administrators and other technical staff. • Supported cloud-based technologies for House Staffers and facilitated ease of access. • Report outages and collaborate with HIR teams to focus on returning technologies to operational status.

Evaluated ticket incidents in ServiceNow for resolution for customer satisfactionConfigured phones via Intune Company Portal, for Outlook and Teams accessibility Assisted remote users to connect to VPN using Global ProtectInstalled Excel add-ins for user functionality to run in Office on the webFacilitate IT onboarding for new hires devices and user training in O365Responsible for testing workstations confirming operational peripheralsAssist users for troubleshooting walk ups and create incidents to document work ordersMonitored server tape backups, documented scratch disk replacements and media recallsWorked on purchase orders for asset management to order and retain devicesResolved secure log in certificate issues to confirm cross platform connectivity to SAP/Power BI applications

Resolved and assigned ServiceNow tasks hourly under SLA times dailyMonitored HP device manager to deploy PC images for updates weekly Associated daily user account issues related to visual or connectivity issues from VMware virtual machines console, remotely before determining physical hardware problemFollowed methods for recognizing configuration topics to assist remote users to resume workflow with minimal downtimeParticipated in monthly computer lab builds to prepare for mass fleet deployments to create uniform workstations for new renovated areasClosed 3 HP Service Manager tickets hourly to update user requests that are completed Repaired 5 computer peripherals daily for end users to have workstations that work properly

Supported Hilton conference rooms hourly by asking presenters questions to create solutions that quickly resolved audio, video, and hardware connectivity to maintain productivityManaged inventory data sheets using Excel hourly for HP and MacBook’s laptops, HP monitors, Cisco phones to maintain a detailed database for tracking distribution, repairs, and returns to vendorsResolved Konica Minolta printers connectivity daily by registering users key’s to connect printingStandardized 20 Loaner HP Computers monthly using Microsoft Windows Update’s to have ready up to date laptops for end users to have access email and web access during technician servicing Completed 10 computer reimages weekly by using Norton Ghost to have HP laptops and MacBook’s prepared for users to access Hilton profiles and connect to network share folder drivesSolved port connectivity monthly by tracing ports physically to the switch in LAN rooms, for testing and repairing connections

Enrolled in an one year program which includes career training, and a six month internshipParticipated in Information Technology track, which prepared primarily for roles in desktop supportEarned 18 college credits in Information Technology and English in partnership with NVCC; coursework in computer networking, troubleshooting and repair, business writing, professional skills, personal finance

Achieved 90% on weekly training modules to better answer clients questions to complete department sales hourly revenue goal of $800 within 3 sales transactionEncouraged technical support service sales by 9% by reminding every client the benefit of product damage protection, antivirus installation, and user profile setupSupported customers by recommending laptop accessories to improve attachment sales by 43%

Prepared 10 departments for the next shift by restocking merchandise hourlyAdvised 10 clients towards their purchases hourly by demonstrating benefit of different merchandiseCreated 5 customer invoices to increase online sales by 5%