Jorge Alexander canto

Sr. Tech Support Agent Consultant

Liberty Mutual Surety

Feb 2025 - Jun 2025 (5 months)

• IT Asset Management and Discovery Tools experience – ServiceNow ® CMDB - ITSM request and incident system. • Managed, Unlock, deployment, Autopilot Deployment to IOS, iPhone, iPad, Android devices – MDM Microsoft Intune – Company Portal. • Part of the IT Team that assigns tickets to other Team members to better manage our department workflow. • Opened, routing, and closing tickets, ensuring the ticket was accurately closed and the issue resolved. – ServiceNow Ticketing System. • Windows 11 troubleshooting, installing different Software, adding printers, adding Mapped Drives, PST files, and adding backup from other computers – Active Directory Tool. Citrix Workstation, RDP, RDWEB, ADV. • Setup and troubleshooting of mobile devices, P

Technical Support Specialist

Hhaexchange

Nov 2023 - Oct 2024 (1 year)

• Unlock User Accounts, Remove Users from different Groups, and add them, disabling users. – Azure Active Directory Users and Computers, and the Active Roles tool. • VPN setup and troubleshooting – Global Protect (Palo Alto). • Mobile Applications support, Unlock account – MDM (Mobile Device Management), Microsoft Intune. • Open, routing, and closing tickets, ensuring the ticket was accurately closed and the issue resolved. – Jira Service Management. • Provide technical assistance to Users via multiple channels (i.e., phone, Email, chat) in a courteous and professional manner, putting the User's experience at the forefront of all interactions. • Authentication Setup and Troubleshooting – Microsoft Authenticator. • Providing Remote te

K

Technical Support Engineer Contractor

KForceHumana-Conviva Solutions ATOSCompuCom

Mar 2021 - Nov 2023 (2 years 9 months)

• IT Asset Management and Discovery Tools experience – ServiceNow ® CMDB - ITSM request and incident system • In Charge of assigning tickets to other Team members to better manage our department workflow – ServiceNow. • Manage Offboarding Department and part of the Onboarding group– Created a task on ServiceNow for my department and other departments to remove access to exiting employees and request access for new employees. – ServiceNow - Asset Track – Lansweeper. • Worked together with the Procurement department to track devices assigned to existing employees – ServiceNow, Asset Track, and Thycotic Secure Server. • Open, routing, and closing tickets, ensuring the ticket was accurately closed and the issue resolved. – ServiceNow Ticke

M

Server Consultant

Miller JonesKivu,

Nov 2020 - Mar 2021 (5 months)

• Created a forensic copy of the Server and got it reimaged. • Created and deployed a Hypervisor type 2 on servers. • Created virtual machines and evaluated every environment. • Provide user-friendly instructions to different Users in all aspects of the operations of technology equipment. • Provide onsite technical support to users in the company and guide them to the new PC environment. • Windows 10 support and troubleshooting. • Team up with colleagues and local IT employees to understand the root cause of issues. • Get to sites and understand the level of vulnerabilities in the LAN and provide advice to Management.

M

Information Technology Support Consultant

ModisFlorida Division of Emergency Management,

Jun 2020 - Nov 2020 (6 months)

• Diagnosed, repaired, and troubleshoot Software issues. • Troubleshooting Printers, Laptops, Tablets, and Access Points. • Provide user-friendly instructions to different Customers in all aspects of the operations of technology equipment. • Provide onsite technical support to users at all over COVID-19 sites all over South Florida. • Windows 10, XP, and 7 Support and troubleshooting.

R

Information Technology Support Specialist

Robert HalfAlliance Laundry Systems,

Jun 2019 - Mar 2020 (10 months)

• Diagnosed, repaired, and troubleshoot Software issues. • Cloud's Gateway basic configuration – Balena, Summit, & CLI (Linux command line interface). • Provide user-friendly instructions to different Customers in all aspects of operations of technology equipment. • Provide remote technical support for over 1,500 users all over the world – Team Viewer • Opened and closed tickets, making sure the ticket was accurately closed and the issue resolved – Zendesk • Windows 10, XP, and 7 Support and troubleshooting. • Request or escalate other IT teams and Developers for different issues and situations - Zendesk • Point of sales troubleshooting and configuration.

N

Technology Support Technician

Nova Southeastern University,

May 2018 - Nov 2018 (7 months)

• Imaged desktops and laptops through PXE (LAN). • Diagnosed PC and MAC hardware and software issues. • We performed preventative maintenance, cleaning, and repair of technology equipment, prolonging life and a 6% savings in replacement expenses. • Provided user-friendly instructions to faculty, staff, and students in all aspects of the operations of technology equipment, reducing the number of technology support requests by 20%. • Provided onsite or remote technical support for over 1,500 faculty, staff, and students. • Windows 10 migration, installation, support, and troubleshooting. • Office 365 upgrade and migration, installation, support, and troubleshooting. • Tickets follow-up and solving – Using Service Manager • Requested

T

System Analyst Contractor

TEKsystems Thomas Jefferson Hospital & Sunoco Logistics,

Sep 2016 - Nov 2017 (1 year 3 months)

• Opened and closed tickets with the Ticketing Software Maximo, ensuring the ticket was accurately closed and the issue resolved. • Different software password updates, customer printers, troubleshooting, scanners, and servers. • Tablets and iPad configuration, troubleshooting, and App installations. • Installed, upgraded, and troubleshooted POS systems. • Windows 7 and 10 support Convenience Stores utilizing Applications such as Maximo, Screen Connect, PDI Enterprise/Entry, and Remote Desktop Connection to resolve their daily tickets. • Installed, upgraded, supported, and troubleshooted printers, Servers, computer hardware, Software, and other authorized peripheral equipment. • Configured or re-engineered processes, systems, hardwar

Jorge Alexander canto

About

Detail

Timeline

Résumé