Windows
JORDAN DELFINO
IT SUPPORT OFFICER/ SPECIALIST
POK FU LAM,HONG KONG
Summary
Hardworking and trustworthy IT Support Officer/ Specialist, familiar with Windows and Mac, adept at collaborating with team members. A top-notch communicator with excellent time management, administrative and customer service skills with over 8 years of successful experience in IT Support (International Education). Excellent reputation for resolving problems, improving end user satisfaction, and driving overall operational improvements. Consistently saved costs in purchasing classroom technology.
Overview
5
5
Languages
1
1
Certification
4
4
years of post-secondary education
7
7
years of professional experience
Work History
IT Support Officer/ Specialist
GERMAN SWISS INTERNATIONAL SCHOOL HONG KONG
POK FU LAM, HONG KONG ISLAND
04.2016 - Current
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- 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.
- Processed over 50-100 support requests weekly for technical assistance on wide range of issues related to Windows, OSX, iOS and Android and Google (Chromebook).
- Monitored systems in operation and input commands to troubleshoot areas such as Network and WiFi, MacBook, Windows machines both laptop and desktop, Chromebooks, iPads and classroom audio-visual technology.
- Configured hardware, devices and software to set up work stations for teaching, non-teaching staff and students.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Delivered onsite technical support for 240 teaching and non teaching staff.
- Answered 20-30 incoming calls from teaching, non teaching staff, students and parents regarding device issues.
- Managed Weebly for Education Enterprise main site.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Performed tests of functionality, security and performance of different workstations and devices.
- Used SolarWinds ticketing systems to manage and process support actions and requests.
- Provided on-call support for critical end user issues related to online learning
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Built and provided basic end-user troubleshooting and desktop support on Windows, iOS, Chromebook and Mac systems.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Used SolarWind HelpDesk for asset management.
- Always on the look for new breakthroughs in Information Technology, especially inclined for education.
- MDM for iPads, Profile Manager, DeployStudio
- Edit videos with Final Cut Pro
IT SUPPORT OFFICER
THE AUSTRALIAN INTERNATIONAL SCHOOL OF HONG KONG
KOWLOON TONG, NEW TERRITORIES
12.2013 - 04.2016
- Helped employees and students with day-to-day work and complex problems by applying motivational and analytical strategies.
- Supported the one-to-one Windows laptop service (HP)
- Managed the school iPads
- Managed the school's music department's iMacs
- Installed Sibelius server
- MDM
- Purchase and liaise items for IT department
- Contact the contractor for classroom projectors
Education
No Degree - Web Design
Computer Academy - School Of Computing
721 Nathan Rd, Mong Kok 09.2015 - 02.2016
No Degree - COMPUTER TECHNICIAN
NETWORK COMPUTER AND BUSINESS COLLEGE
OLONGAPO CITY 01.1995 - 09.1995
Bachelor of Science - BS CIVIL ENGINEERING (Did Not Finish)
ST. LOUIS UNIVERSITY
BAGUIO CITY, PHILIPPINES 06.1994 - 09.1997
Skills
Basic Network Troubleshooting
undefinedSoftware
OSX
IOS
Android
Chromebook
UBUNTU
Certification
First Aid/CPR Certified
Hobbies
I love sports. I always swim and hike . I also cook. I like to tinker with things specially technology and the use of power tools. Problem solving is one of my best interests.
Timeline
First Aid/CPR Certified
03-2017
IT Support Officer/ Specialist
GERMAN SWISS INTERNATIONAL SCHOOL HONG KONG
04.2016 - Current
No Degree - Web Design
Computer Academy - School Of Computing
09.2015 - 02.2016
IT SUPPORT OFFICER
THE AUSTRALIAN INTERNATIONAL SCHOOL OF HONG KONG
12.2013 - 04.2016
No Degree - COMPUTER TECHNICIAN
NETWORK COMPUTER AND BUSINESS COLLEGE
01.1995 - 09.1995
Bachelor of Science - BS CIVIL ENGINEERING (Did Not Finish)
ST. LOUIS UNIVERSITY
06.1994 - 09.1997
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