Bruce Rojas Email & Phone Number

Phoenix, Az, Us

Phoenix, Az, Us

Phoenix, Az, Us

• Responsible for providing end-user hardware and software support, responding to helpdesk tickets, and resolving desktop support + MDM issues in the Aviation Department.• Using SCCM for re-imaging Dell machines via PXE.• Using ServiceNow to process tickets.• Administering T-mobile and Verizon wireless business accounts.• Manage Samsung and Apple devices in a Intune environment.• Ordering mobile devices and maintaining asset inventory using SAP and web-based system SqBx.• Creating and improving technical documentation; documenting the system specifications and design.

Denver, Colorado, Us

Recommend, review, and implement process improvements to provide solutions that are more efficient for our customers.Manage day-to-day tasks and small projects related to the site and report updates to upper management through Service Now.Report on ongoing issues as problem tickets in ServiceNow.Assist troubleshooting other teams to resolve IT issues.Assist networking team in providing onsite assistance with networking equipment as needed.Create and maintain knowledge base articles within ServiceNow.Provide exceptional customer service to all internal and external customers while following ITIL best practices.Image and deploy workstations, thin clients, monitors and laptops using UPS account.

Santa Ana, Ca, Us

Install and set up computers for business staff.Research, resolve, and respond to questions received via telephone calls, tracking system, and callbacks in a timely manner, in accordance with standards. All activity is documented in the tracking system.Escalate problems to appropriate individuals based on established guidelines and procedures.Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.Participate in and support assigned internal special projects, including facility projects, special implementations, etc.Tests and ensures applications are correctly installed and configured on the computer.Participates in team projects to enhance the technical infrastructure or improve quality or efficiency of problem resolution process.Work with users to provide limited desktop training.

Bonn, De

Falls Church, Va, Us

Phoenix, Az, Us

- In the field assisting with Upgrade Project for multi-function business machines. Installing and configuring hundreds of MFC machines and training users how to Scan-to-email, Copy, Fax, and print on new technology.- Assess printers throughout city.- Develop and/or update documentation of devices being installed/ removed.- Uninstalling /removing old equipment.- Creating maps using Visio 2013 of upgraded facilities and updating Sharepoint database.- Toner pickup and delivery to city department and update inventory.

Woonsocket, Ri, Us

- Support CVS Caremark’s Phoenix Call Center by providing helpdesk support that include technical advice, guidance, and informal training to customers using Active Directory and software programs.- Work in a team setting, sharing information and assisting others with opening or creating tickets using HP Service Manager. - Perform necessary diagnostic and corrective actions for software and network problems. - Respond, resolve, and update database instruction files and/or service tickets in a timely manner.

Tempe, Az, Us

- Configure and manage mobile devices such as iPads, iPhones, Androids, tablets and other smart phone devices.- Coordinate and installs smart phone hardware and software.- Confer with end users on mobile device hardware and software issues involving installation, training, and problem resolution.- Current on technology, industry trends or issues and assesses impact on existing mobile device configurations and standards.- Ensures accuracy of information for databases that track hardware inventory, trouble calls, and problem resolution.- Implements solutions to specific end user device problems.- Train user on new device one on one.

Nashville, Tennessee, Us

- Providing a value added experience with outstanding customer service over phone while resolving issues related to their device(s).- Assist customers with device set up and device education.- Provide customer with logical trouble shooting to resolve operation issues.- Deep proven working knowledge of multiple hardware platforms, operating systems including Windows, Android, Blackberry OS and, Apple IOS, wireless technology, wireless equipment and applications.- Ability to analyze, diagnosis and resolve reported problems on hardware, software, OS, applications and device compatibility.

Woonsocket, Ri, Us

Provide technical assistance to employees over phone.

Atlanta, Georgia, Us

- Support for Brookfield’s roll-over project to Windows 7 and assist in resolving user’s daily issues.- Assisted users through Footprints ticketing system closing on average ten tickets per day by phone, IM, or in person.- Used remote tools with field workers while re-imaging new PC’s.- Following up on appointments for user upgrades.- Create Help Desk tickets to track technical issues.- Escalate calls to the appropriate division if unable to resolve issues.

Menlo Park, Ca, Us

- De-install and re-install hardware with team.- Develop and/or update inventory of devices being moved.- Performed upgrade to Windows 7 project and tested ready on 55 users in a network environment.- Onsite support, ready for email, call, or text from users.

Install Technician-Installing and removing printers in a fast paced environment.-Was involved in Bank of America's upgrade project for Multi-function business machines.-Develop and/or upgrade documentation of devices being installed/ removed. -Training end-users on new technology.

Top Salesman in Southern California District for Premium Plan and Accessory sales.Create a very positive sales/buying experience for the customer.Identify customer's needs and provide information about the benefits of our service that can meet those needs.Professionally and clearly explain and demonstrate products, services, features and benefits relating to the customers needs, as well as, being able to troubleshoot customer service questions to help resolve all customer problems/concerns.Maintain files of existing and potential customers.Maintain floor stocking levels, displays, etc.Perform sales tracking and related reports.Insure that all company policies are followed. Accepting payments on customer accounts and doing exchanges/upgrades correctly.Balancing/reconciliation of cash drawer to meet company standards.Perform customer services activities, as required.

Sold specific service to customer's computer needs. Repaired, troubleshot, and upgraded customer's computer systems. Maintained work area clean and organized while providing customer service. Specialized towards customer's Hardware/Software Upgrades.

PC TechDe-install and re-install workstations.Perform Software Updates on a variety of laptop machines. Documented inventory for workstations.Worked with Remedy Ticketing system.

Was involved in IT Dept. Assisted users in a friendly customer service fashion whether it be troubleshooting systems, upgrades, repair software/hardware, and fix any networking issues in their system.

IT TechDaily reconnaissance on production workstations in plant.Ghost critical and fragile production workstations with Norton Ghost 6.5. Assist manager on mission critical systems testing data entry programs.Mapped network drives/file shares for clients as needed.Part responsible for deploying specific workstations to certain users.Assist and support 70 users by phone and/or in-person. Responsible for Verizon corporate account. Controlled phone replacements and plan adjustments for 6 users phones.Contact vendors for repairs and purchasing hardware. Worked with vendors PC Mall/Mac Mall, Insight, CD-W, and Americomp. Troubleshoot and resolve network printing issues.Worked with network printers such as HP Laserjets, Canon IR Series multifunction machines, and local impact printers. Worked with local printers such as Printeks and Zebra Thermal printers.Maintain documentation on Excel spreadsheets for tracking software upgrades, pc maintenance, and replacements for hardware and software systems for every pc. PC maintenance consisted of Disk Cleanups, Spyware Cleanups (used Spybot Search and Destroy 1.3 and Lavasoft Ad-Aware), Virus checks (used Norton Antivirus and System Works 2002), Disk Checks and Defragmenting, Installing latest Windows Patches and Updates for OS, deep cleaning from inside using compressed air, search and delete temp files and unnecessary applications, and tweaked Windows OS for best performance.Standard PC configuration on every PC consisted of Winzip 8.1, Office 2000, Novell 4.9, Outlook 2000, all latest Windows Updates, Norton Anti-Virus, network connectivity to domain and database for file accessing, and printing with scanning capabilities.

High School Diploma

Certified, Computer Systems Repair