Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Christian Diaz-Figueroa

Tucson

Summary

Experienced with IT infrastructure management and team leadership. Utilizes strategic planning to optimize technology solutions. Track record of driving efficiency and innovation in IT operations.

Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation.

Overview

14
14
years of professional experience

Work History

IT Manager - Desktop Support Manager

Marana Health
04.2024 - Current
  • Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
  • Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
  • Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
  • Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.

IT Supervisor

City Of Tucson Arizona
01.2020 - 04.2024
  • Successfully designed, programmed and implemented the Ivanti System which consisted of implementing a new Ticketing system which consisted of the implementation of the new Customer IT Portal. An Endpoint Management that manages all hardware assets, as well as the imaging system to image all computer hardware with City IT's standard image.
  • Oversee technology services of the highest volume area of the entire organization including high ranking city officials.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
  • Conducted scheduled and impromptu evaluations to assess work performance.
  • Worked closely with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance.
  • Interfaced with cross-functional team of business analysts, developers and technical support professionals to determine comprehensive list of requirement specifications for new applications.

IT Specialist

City Of Tucson Arizona
07.2017 - 01.2020
  • Configured hardware, devices and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Processed over 500 support requests weekly for technical assistance on wide range of issues related to Hardware and Software.
  • Implemented VMware WorkspaceONE Airwatch MDM. Building of Apple's DEP Program, device profiles, and developed profiles for Apple Mac devices.

ExEd Technology/Data Support Specialist

Tucson Unified School District
07.2015 - 07.2017
  • Configured hardware, devices and software to set up work stations for employees.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Resolved issues with systems, hardware and telephones quickly and accurately.

IT Support Specialist

Eegee's Inc.
04.2014 - 06.2015
  • Configured hardware, devices and software to set up work stations for employees.
  • Devised solutions to operations issues related to Maitre'D and NCR Hardware and Software working closely via phone, email, live chat and web teleconference.
  • Determined hardware and network system issues using effective troubleshooting techniques.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.

Shift Manager

Eegee's Inc.
08.2013 - 04.2014
  • Adhered to company standards and compliance requirements for operations and cleanliness of all areas.
  • Trained and mentored new employees to maximize team performance.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Tracked receipts, employee hours and inventory movements.

Crew Member

Eegee's Inc.
04.2011 - 08.2013
  • Replenished condiments, beverages and supplies while maintaining cleanliness of service areas.
  • Wiped counters and sanitized equipment to maintain clean food prep and dining areas.
  • Processed POS transactions, including checks, cash and credit purchases or refunds.

Education

Master of Science - Information Technology Management

Grand Canyon University
12.2022

Bachelor of Science - Network And System Administration

University Of Arizona
Tucson, AZ
12.2018

Associate of Applied Science - Computer System Administration

Pima Community College
Tucson, AZ
12.2016

High School Diploma -

Pueblo High Magnet School
Tucson, AZ
05.2012

Skills

  • Team development
  • Technical troubleshooting
  • Team collaboration
  • Application support
  • Technical leadership
  • Technical support oversight
  • Problem-solving
  • Teamwork and collaboration
  • Project leadership

Accomplishments

  • Lead the team to implement hardware for our new EMS system throughout the all clinical locations.
  • Improved quality support through new policies, setting new standards and requirements for the desktop support team.
  • Provided proper training and support to the Desktop Support Team and restored trust, communication and relationship between teams.
  • Reshaped the Desktop Support Team, improved department relationships between the Desktop Support Team and restored trust in the teams ability to provide support effectively and persistent.
  • Developed and implemented the Ivanti System that consisted of a brand new ticketing system, customer IT portal, computer management system, asset management system and computer imaging system.
  • Resolved product issue through consumer testing.
  • Developed and implemented the City's Mobile Device Management System for mobile devices.



Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

IT Manager - Desktop Support Manager

Marana Health
04.2024 - Current

IT Supervisor

City Of Tucson Arizona
01.2020 - 04.2024

IT Specialist

City Of Tucson Arizona
07.2017 - 01.2020

ExEd Technology/Data Support Specialist

Tucson Unified School District
07.2015 - 07.2017

IT Support Specialist

Eegee's Inc.
04.2014 - 06.2015

Shift Manager

Eegee's Inc.
08.2013 - 04.2014

Crew Member

Eegee's Inc.
04.2011 - 08.2013

Bachelor of Science - Network And System Administration

University Of Arizona

Associate of Applied Science - Computer System Administration

Pima Community College

High School Diploma -

Pueblo High Magnet School

Master of Science - Information Technology Management

Grand Canyon University

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Christian Diaz-Figueroa