Miles Villanueva Email & Phone Number

- Work cross functionally with all departments to assist with IT issues as well as build out systems functionality- Provide integration support for development and implementation of Enterprise architectures to meet new and evolving client requirements - Manage the New Hire/Separation process – involving account creation and onboarding/offboarding- Manage all assets – equipment recoupment and allocation for remote employees- Manage security related incidents and reports- Provide desktop support for Mac OS, Chrome OS, including support services such as Jamf and Google Suite- Communicate complex technical solutions to all levels of management

Scottsdale, Arizona

- Provide user support by identifying, investigating and resolving technical problems within a Windows Desktop and Server environment- Work efficiently utilizing a ticketing system that must be kept up-to-date with full disposition details- Participate in the technology portion of the employee onboard hiring process- Perform administration and maintenance of Active Directory users and groups- Answer to information security events related to add/change/deletes and other user privilege changes- Tracks, monitors and coordinates with other IT areas to ensure timely resolution to issues- Provide on-call after hour support for user issues- Create documentation procedures for usage by other IT organizations- Configure, setup, troubleshoot, maintain, and repair hardware- Installation and imaging of operating systems and various software- Communicate considerately and effectively with end users in problem resolution process

Scottsdale, Arizona

- Offer production application support, manage file processing, and confirm processing jobs are completed as scheduled in a 24x7 setting- Accountable for monitoring all production applications and systems- Guarantee the successful delivery of input and output files, contacting customers as necessary when files fail or are missing- Participate in Incident Management events following escalation procedures as documented according to company policy- Classify and report system/network issues confirming all events are entered in ticket tracking and escalated precisely- Provide level I help desk support to internal and external users, resolving issues according to documented procedures and escalating to appropriate on-call staff as required.

Sacramento, California Area

- Prepared and lead team meetings – researched and created presentationsfor weekly meetings.- Provided comprehensive support and problem resolution for specificissues involving Apple systems.- Maintained and updated the logging system for every case.- Maintained up-to-date knowledge of procedures and relevant knowledge.- Resolved customer grievances and concerns with strong verbal skills.- Exhibited politeness and solid interpersonal skills with all customercommunications.- Final escalation point – last point of contact and had to handle issue to fullresolution.- Conducted training and coaching sessions.

- Sold tickets to all events on campus, in-office and at events, held responsibility of cash bank- Processed and took phone orders promptly and maintained extensive Neulion web database- Remained up-to-date and handled inquiry requests for events/venues, promotions (ex. concerts, plays, games, conventions, etc.).