Johnny Solis Email & Phone Number

Irvine, California

• Provide user IT help desk support on all software and hardware used within the company.• Respond to Help Desk calls in a timely and effective manner.• Responsible for maintaining, supporting, troubleshooting, and installation of desktops, and laptops.• Maintain and monitor WAN and VPN connectivity as well as managing company Internet access and proxy.• Responsible for monitoring and responding to all network security and virus threats.• Manage network and application accounts.• Monitor and maintain all Sonicwalls.• Manage all Merit assets, including deployment or re-imaging of new desktops/laptops to new users.• Providing On-Site support as needed.• Support for our Citrix environment including clients and servers.• Manage Mitel phone systems.• Create knowledgebase article documentation.

Gardena, California

• Provided Tier I technical support for the end user community via various communication mechanisms to include phone, email and in person within Service Level Agreements. • Responsible for creating initial support documentation for client on boarding.• Provided training for new agents in support protocol and technology.• Executed first call resolution for most common inquiries independently.• Engaged other support teams as needed for escalations when first call resolution is not available.• Installed and troubleshot desktop software according to department standards and procedures.• Coordinated the workflow of requests and incidents queue when needed.• Produce internal policy & procedure documents for the Service Desk Team.

Irvine, California

• Interacted with a broad range of clients utilizing strong communication skills and a wide variety of technical resources to identify and resolve hardware, system and application problems.• Logged user calls and resolved or escalated problems as appropriate to next level support team to ensure timely problem resolution.• Established and lead ad hoc work groups analyzing program problems, developing solutions, and communicated solutions effectively to all levels of employees throughout the company enhancing organizational success.• Ability to participate as a productive project team member through timely completion of assigned tasks.• Served as a technical resource for fellow technicians.• Effectively obtained all relevant information from fellow support teams and other resources in order to analyze both routine and non-routine problems and communicate solution to client.• Actively acquired knowledge of technological principles and terminology associated with each work unit of the company in order to better support each client.• Performed role of liaison to mobile device carriers for procurement, replacement and troubleshooting of all mobile devices across the enterprise.• Assisted in documentation of technical information and also assisted in training of new associates to the team.