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.

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.

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.