Jack Morales Email & Phone Number

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.
• 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.
• 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.
• 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.
• 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.

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.
• 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.

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.

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.
• 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