Jay Sanchez Email and Phone Number

Performed moderate to complex technical support on computer systems, office equipment and mobile devices via phone and ticket systemManaged account access for employees via Active Directory, Microsoft Azure and various other cloud software that our company utilizedManaged and maintained an accurate inventory for employee assigned mobile devices and desktop workstationsEnsured company met requirements to protect patient health information under the HIPAA act of 1996Ensured company met technical, physical and administrative security standards of the HIPAA security ruleReported directly to the CEO and CFO of the company. Advised leadership on technological improvements for the company to boost productivity and quality of life for employees.

Performed moderately complex technical support on computer systems, office equipment and mobile devicesPerformed systems analysis in support of Texas Parks & Wildlife department for all staff via calls and services ticketsProvide excellent customer service experience while providing timely resolutions and thorough documentation for each issueInstalled, configured and provided support for agency software, various operating systems, hardware, telecom and networking issues.Created self-help educational documentation to assist employees with simple issues and security best practices.

Managed a small team of Help Desk Specialists to ensure IT Incidents that were submitted via ticketing system, email and phone were resolved in an efficient and timely manner with a focus on positive end user experience.Ensured company met requirements to protect patient health information under the HIPAA act of 1996Ensured company met technical, physical and administrative security standards of the HIPAA security ruleDeveloped a knowledge base for employee help center and held trainings to empower employees with best practices for technology use and security.Point of contact with technology vendors to ensure software needs were met.Researched and implemented technological improvements for the company, improving employee efficiency and customer service resolution.Created policies and procedures to ensure that the company was in compliance with regulations mandated by law.

Provided solutions and guidance to tier 1 advisors during consults.Took ownership of calls when necessary to provide technical support to customers for their various Apple devices and applicationsMaintained a close relationship with the engineering team to solve the most complex issues.Gave accurate advice and guidance to team members for proper troubleshooting, note taking and setting the customer's expectations for resolution.Assisted team manager with teaching projects to help team members improve their call handling efficiency

Provided a wide range of technology support to teachers in instructional design and preparation of teaching materialsProvide on site support for classroom technology issues for both software and hardware.Kept teachers up to date with newest computer software/hardware changes within the university and teaching applications.Performed daily checks on classroom equipment to ensure optimal functionality.

Provided technical support to the DPISA section of the Air Force Personnel Center via telephone, email and services tickets.Developed static web pages available for DPISA employees for self help solutions to common technical issuesMaintained and tracked inventory of computer equipmentAssisted in imaging and replacement of computer workstations when necessary or new contract for replacement workstations was acquired.