Jack Morales Email & Phone Number

Chula Vista, Ca, Us

Chula Vista, Ca, Us

San Diego , Ca, Us

San Diego , Ca, Us

San Diego, Ca, Us

Provide support to all employees and serve as a point of communication for all technical issues. Responsible with troubleshooting and resolving all issues with networks, wi-fi, mobile devices, hardware, workstation-based applications, printers, and peripherals, and a solid grasp of Windows & Mac OS. Work with software and hardware vendors, and technical support staff to resolve complex problems. Also, monitor IT requests, application maintenance, patching, network accounts, computer setups, and train and orient new staff members.• Diagnose and repair laptops (Microsoft Windows (50%) and MacOS (50%), software, printers, and peripherals. (Win 10&11, Apple Products (MacBooks, iPads, & iPhones)• To work with and be able to communicate highly technical information to both technical and non-technical personnel.• Application and User maintenance (Active Directory, Adobe, OKTA, Google Workspace, Microsoft O365, KACE, JAMF, BitLocker)• Continuous observation of internal support provision, providing feedback for opportunities of improvement.

As a member of Healthstore Service Delivery team, I assist in the architecture of the company workflow using MS 365 tools, as well oversees the roll out of services and updates along with troubleshooting difficult issues related to products that the company utilizes. The day-to-day role involves monitoring the systems that keep the operation running such as the POS systems, e-fax, PBX, AD server, and pharmacy management systems. As well, provide end-user support in responding to incidents and handling service requests.• Troubleshooting/maintaining end-user and data center equipment.• Complying with and enforcing the workflow of a high-security IT environment.• First point of contact for daily technical issues and escalate as necessary.• Work directly with software vendors for troubleshooting.

San Diego, Ca, Us

Serve as a point of contact for all technical issues and provide support to all employees. Which requires a solid understanding of Windows & Mac OS’ and I'm responsible for troubleshooting, and resolving all issues with networks, wi‐fi, mobile devices, hardware, workstation‐based applications, printers, and peripherals. Work with software and hardware vendors, and technical support staff to resolve complex problems. As well, monitor IT requests, alerts, patching, network accounts, and computer setups.• Diagnose and repair laptops and PCs, software, printers, and peripherals.• Determine most effective repair/resolution to minimize customer downtime.• To work with and be able to communicate highly technical information to both technical and non-technical personnel.• Continuous observation of internal support provision, providing feedback for opportunities of improvement.

New York, New York, Us

Serve as the first point of contact for customers with product/service support, complaints, and billing inquiries via phone, emails, and/or chat. Keep customers at ease, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in billing, porting, implementation, sales, and Tier 2 divisions.● Provide exceptional technical support on VoIP account configuration, IP device support, & software support for both Windows/Mac and iOS/Android applications.● Document every customer service interaction in Salfesforce.com and Talkdesk as appropriate for the interaction.● Resolves product and services related inquiries to resolve all customer requests and escalate as appropriate for assistance.● Assist the Express Care Team (ECT) and other Call Center Departments with escalated live calls and cases that require immediate review/attention/customer contact by taking transferred calls, monitoring slack channels to provide guidance and feedback to supervisors (and above) for training purposes.

Kansas City, Mo, Us

Function as a Tier 2 Technical Support Specialist for all internal and/or external customers, taking high volume of phone calls daily, and escalated cases. Served as liaison between customers, Technology Services functional areas, management, support groups and the business units. Utilize software solutions, knowledge base, personal knowledge and computer systems to resolve and track user incidents. Responsible for end-to-end resolution and ownership of customer requests or concerns. Closely monitored requests, communicated with the customer, and delivered solutions with a sense of urgency.• Followed established procedures to handle inquiries, performing root-cause analysis and resolved concerns to ensure customer satisfaction.• Used software solutions and computer systems to accurately document and track customer contacts in the Dovetail System• Maintained a technical working knowledge of products supported by the department. This includes Windows 7 & 10, Windows Server 2008, Office 365, and basic networking troubleshooting of the following device, Meraki router and Netgear switch.

San Diego, Ca, Us

As a member of the Sharp Healthcare/Windows 10 Refresh Project team, the Device Deployment Technician is responsible for the successful imaging, configuration, installation, staging and deployment of new PC’s. This project it set to replace 18,000 PCs throughout Sharp Healthcare Hospitals and Clinics. The Deployment Technician also provide technical support and troubleshooting assistance to end users at time of deployment.Works as a team member within site deployment projects.Work independently following deployment instructions and accurately filling out computer refresh paperwork.Use Invanti to deploy MS Windows 10 images.Unboxing, organizing, asset tagging, and inventorying new and old PC’s.Responsible for imaging and software installs on end user device.Participating in staging and integration of IT hardware.

San Diego, California, Us

The Service Desk is the Scripps Health Information System resource designed to provide end users with information and assistance regarding problems with computers and related devices or software, as well as network, desktop, voice, applications, outages, and passwords issues. The Service Desk is available 24/7, our goal is to provide high-quality customer service to the Scripps Health user community by facilitating and resolving requests or triaging the calls to the appropriate IS Application Analyst or IS Technical Specialist.• Logs and tracks calls using Service Now (ticketing software), and maintain history records and related problem documentation.• Determines whether problem is cause by hardware or software such as application, printer, cables, telephone, network, etc.• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to other technical staff or supervisor. • Provide high-quality customer service to the Scripps Health user community.

Assist local team with unboxing new equipment (PCs), disconnecting old (PCs), Installing New (PCs) clean up, and power up. Making sure that keyboard, mouse, and sound are working perfectly after installation.Attention to detail and neatness.

Certificate Program, Ccis – Network Concentration

Associate'S Degree, Network Security

High School, General Studies

High School, General Studies