Jonathan Aguilar
Glendale
Summary
Dynamic IT Technician with the US Army, skilled in technical troubleshooting and user training. Enhanced customer satisfaction through effective remote support and streamlined help desk operations. Proven ability to manage IT assets and optimize system performance, contributing to a more efficient workplace. Adaptable and detail-oriented, consistently delivering timely solutions.
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Technician
US Army
01.2024 - 04.2025
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Configured systems according to prescribed software and hardware frameworks.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Sustainability Automation Support ManagementOffice
US Army
09.2020 - 12.2023
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Worked effectively in fast-paced environments.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
- Improved productivity within the company by providing comprehensive training on new software applications.
- Streamlined help desk operations by implementing an effective ticket management system.
- Collaborated with cross-functional teams to implement IT projects, ensuring seamless integration with existing systems.
- Managed hardware inventory, maintaining adequate stock levels to minimize disruptions due to equipment failure or shortages.
- Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.
- Installed, configured and maintained computer systems and network connections.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Researched and identified solutions to technical problems.
- Tested new software and hardware prior to deployment.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Set up and programmed devices and educated customers on use.
Education
High School Diploma -
Glendale High School
Glendale, AZ07-2019
Skills
- Desktop technical support
- Hardware installation
- Technical support
- Software configuration
- IT documentation
- IT asset management
- Network security
- User training
- Helpdesk services
- System performance optimization
- Software updating
- Technical troubleshooting
- Microsoft windows and office
- Remote technical support
- Computer diagnostics
- Attention to detail
Certification
L3Harris Hawkeye system user
Timeline
IT Technician
US Army
01.2024 - 04.2025
Sustainability Automation Support ManagementOffice
US Army
09.2020 - 12.2023
High School Diploma -
Glendale High School
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