Jason Pina-resume

Jason Pina-resume

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  JASON PINA 441 S.Kati Gilbert, AZ 85296 (480) 468-8619 [email protected] Seeking a position in the IT industry while utilizing my experience and creativity as a customer service representative. As a detailed, results-driven professional with multiple IT skills, company objectives and goals will be exceeded regularly. With the ability to work alone or in groups, along with excellent communication and time management skills all assigned tasks are completed timely and in a fun environment. SKILLS PROFILE • Customer Service oriented • DHCP • TCP/IP • Troubleshooting • Active Directory • Cisco • Advanced interpersonal communication • VMWare-Player • (VMDK Files) • Win 7/8 (pro/ enterprise) • Server 2008 • Leadership/ associate development • DNS • SQL Server 2008 • Time Management • Cable management • VoIp • Asset Management • Microsoft Office • Visio PROFESSIONAL EXPERIENCE PDS Tech, March 2016 – July 2016 Maricopa County IT Support Specialist Responsibilities include: • Primary technician for ADP support, which included resolving standard issues. • Created additional support material directly from ADP to help strengthen our knowledge base, allowing us to provide a more technical approach to the issues resulting in a better experience for the caller. • Performed a high level of tier 1 and 2 support with a heavy focus on customer service. • Provided consistent and thorough tickets showing the use of resources, troubleshooting and resolution. • Surpassed the daily standard of 50 completed tickets with consistent multitasking and having full utilization of all tools provided, resulted in 80 – 110 completed tickets daily. Network Upgrade Technician, October 2015 – March 2016 Randstad (Contracted as Honor Health) Responsibilities include: • Performed Asset management tasks, application inventories and other data collection tasks for a Windows 7 PC Refresh project. • Produced reports used by the build and design teams in order to assign Active Directory user and group permissions in preparation for deployments. • Created maps in Visio using data embedded references to inventory. • Also installed PCs, verified application delivery and post image tasks. • Performed desktop level support tasks at install-time as well as in Post, for 48 hours after installations. IT Service Desk Coordinator I, July 2015 – October 2015 CSAA Responsibilities include: • Answers phone calls from end users experiencing IT related issues in order to identify the problem and quickly determine if a resolution or an escalation will be made.
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  • Creates HelpDesk tickets to track technical issues in a clear and concise manner by documenting all steps taken and every conversation made until an appropriate outcome has been achieved. • Troubleshooting with strict adherence to company policies and procedures by referencing daily updates and approved resources, followed by utilizing a wide range of tools, ensuring a systematic and efficient process. • Regularly use Active Directory to change or reset passwords and unlock user accounts. • Remotely access PCs, install new software or update existing software, managing VDI and Avaya issues are some of the more common incidents presented daily. Claims Analyst II, August 2014 – July 2015 Bank of America Responsibilities include: • Determine the correct resolution for customers through active probing of the customer and utilization of multiple resources. • Strong understanding of the ever-changing fraud processes and the banking regulations applied on a supervisor level. • Managing of accounts through use of extensive systems provided allowing both adjustments and generation of legal claims to be created for the customer. • Maintain high level of productivity through strong organizational and multitasking skills in order to exceed aggressive company waterline goals. Asurion, Technical Support, February 2014 – June 2014 ELM, May 2012 – August 2013 DIRECTV, Installation, July 2011 – June 2012 Southwest Gas, Service Technician, February 2005 – August 2008 EDUCATION Associate of Applied Science - Network Systems Administration ITT Technical Institute, 2015 Phoenix, AZ CERTIFICATIONS SBCA Certified JONES Certified