Demetrio Majano Email & Phone Number

Brentwood, Tennessee, United States

Results-driven IS Support Manager with a track record of successfully managing all aspects of the support desk operations. Recognized for strong attention to detail, flexibility, and reliability, with a talent for blending technical expertise with effective communication skills. Proficient in the use of administrative tools, hardware, software, and networking to resolve technical issues and provide exceptional service to the company. Skilled in team leadership, with a passion for fostering positive team dynamics and promoting a culture of growth and development.

Brentwood, Tn

- Responsible for managing IT projects related to new center setups and purchasing IT equipment - Managing POs and coordinating with different departments to help determine equipment to be purchased- Coordinating with vendors and logistics to ship equipment by established deadlines- Prepping IT equipment for new center deployment such as: coming up with naming conventions, prestaging phones, and imaging computers - Traveling to new sites for installation and configuration of all IT equipmentProviding technical support to corporate, center, and remote staff- Managing user and server sessions through Citrix Studio, XenApp consoles, and rebuilding Citrix user profiles when necessary - Accessibility to perform most admin functions in AD Users & Computers, DHCP, Print Management, and other Snap-Ins- Adding device and computer objects in AD for MAB/ 802.1x authentication- Creating new user accounts in Exchange, AD, and granting appropriate OU and security group access- Accessibility to perform most admin functions in our ManageEngine Service Desk System- Managing our MDM server with iOS devices including: inventorying, configuring, pushing profiles & apps, and locking down devices- Deploying iPad devices to new centers and successfully completed past conversion projects that included hundreds of devices across all CareSpot/MedPost markets- Responsible for managing company Verizon account and performing admin functions such as: purchasing and upgrading devices- Activating and adding emergency CradlePoint devices to Verizon account as a temporary internet connection for new and existing sites with ISP issues- Monitoring outages and acting as a NOC for center outages and assisting with power verification to core infrastructure equipment and engaging ISPs- Disabling and enabling website scheduling functionalities and rerouting calls in case of an extended outage at any market location

Brentwood, Tennessee, United States

- Successfully integrated two separate support desks into a unified team, streamlining processes and improving efficiency- Performed all HR-related tasks for the support desk team, including recruitment, scheduling, compensation, performance reviews, and professional development- Directed all aspects of the support desk operations and oversee daily activities to ensure optimal performance and customer satisfaction- Handled escalations related to high-level issues and requests, collaborated with cross-functional teams to resolve technical challenges and improved processes- Fostered a positive team culture by promoting open communication, collaboration, and professional development, resulting in improved employee engagement and retention- Facilitated procurement of hardware, software, licensing, and services by collaborating with various Value-Added Resellers (VARs) and direct vendors, ensuring timely and cost-effective delivery of IT assets- Collaborated with department heads on a weekly basis to provide updates on IS operations, discussed ongoing and upcoming projects, and gather feedback to improve processes- Produced detailed reports of call and ticket activity on a daily, weekly, and monthly basis, providing critical insights of team performance and trends

Nashville, Tn

- Responsible for providing technical support via incoming calls and emails- Resolving or escalating tickets to the appropriate support groups using Remedy- Troubleshooting and resolving issues/ request using tools such as Active Directory, DRA, BES, RSA Consoles, Go to Assist, Bomgar, and other enterprise tools- Improving personal metrics in just a few months to be competitive in the stack rank- Obtained MOS certification 3 weeks after being hired

Nashville, Tn

- Analyzed basic to complex customer trouble reports via phone, email, and Service Now ticketing system to diagnose and resolve IT related issues- Administrated user accounts in active directory to reset passwords and move OU’s to allow for SSO of computer accounts, Citrix, VDI, Email and GSA websites- Resolved issues related to customer’s softphones, VoIP phones, and mobile devices- Resolved issues related to network drives, VPN, printers, and MS Office products- Troubleshooting supported issues before escalating to the appropriate support teams- Coached customers on basic usage of software, hardware and Service Now ticketing tool in a way that is easily understood

Nashville, Tn

- Executed basic and critical support tasks related to systems, servers, mobility, and network while meeting or exceeding SLA’s- Analyzed inbound trouble reports delivered via phone or email - Resolved, escalated, and submitted trouble tickets and work order requests to senior level support using Remedy and other enterprise ticketing tools - Diagnosed problems and provided resolutions remotely for technical related issues using Remote Desktop Protocol (RDP), Bomgar, and DISA’s Defense Connect Online (DCO)- Possessed administrator rights to install software on supported computers and access basic functions in Active Directory such as finding and enabling certain user accounts- Provisioned new email accounts and enabled synchronization to mobile devices- Obtained Microsoft certification and maintained an active DOD secret clearance

Nashville, Tn

- Accomplished rapid responses to incoming calls and email requests in a fast paced environment- Tracked, escalated, and closed trouble tickets when necessary- Resolved supported customer issues while following USG and DoD procedures- Stayed current with organization information, knowledge base, changes, and updates- Obtained DoD secret security clearance, CompTIA, and ITIL certifications- Promoted to Helpdesk II AESD, June 2012

Associate Of Science - As, Computer Networking Systems

Bachelor Of Applied Science - Basc, Project Management And Administration