Enrique Lozano

eelozano@gmail.com

IT Support Specialist

Enrique Lozano

28 Years

Washington, DC

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Work
Experience

Help Desk Administrator

JULY 2010 - PRESENT

Primary point of contact for IT related trouble within a medium sized non-profit (~50 local and ~15 remote employees). Streamlined support infrastructure including the implementation of a Help Desk Portal and improving documentation.

Front Desk and Phone IT Support

September 2009 - July 2010

Evaluated customer needs and provide Tier 1 technical support via phone, desk, and email/chat for a large research institution (~50,000 Students and Staff). Handled spillover for satelite campus's after hours (> 100,000 Students and Staff). Facilitated transition of system information to other departments for resolution of network instability. Recommended external solutions and departments when internal resources could not address customer problems.

IT Instructor

October 2007 - February 2009

Trained volunteers and their local counterparts on the use of information technology in the workplace. Developed, managed, and conducted a USAID funded HIV/AIDS road show with other volunteers. Created income generating internet cafes for local womens group. Instructed students, developed curriculum, and provided basic server maintenance.

Student Technology Center Supervisor

August 2006 - August 2007

Supervised a staff of around 150 technical consultants in collaborative and remote environments. Observed shortages and appropriated staff to maintain positive customer experience. Trained beginning users on practical uses of systems and software at various campus labs. Provided Help Desk support to student, staff, and community users of Indiana University hardware and software.

Education
Profile

Indiana University, Bloomington, IN

May 2010

Bachelors in General Studies with Information Technology and Computer Science Minors

Training and
Certifications

Trainings

Windows Server 2008 Comprehensive Introduction (40 hours) - October 2010

Basic Unix Workshop - Summer 2005

US Peace Corps Pre-Service Training - October to December 2007 - Language, Cultural, Business, and Administrative Training

Skill
Technical

  • Customer Support

    Star Star Star Star Star
  • New PC Setup

    Star Star Star Star Star
  • Hardware Troubleshooting

    Star Star Star Star Star
  • Software Troubleshooting

    Star Star Star Star Star
  • Documentation

    Star Star Star Star Star
  • Help Desk Ticketing Systems

    Star Star Star Star Star
  • Microsoft Office

    Star Star Star Star Star
  • Windows Server/Active Directory

    Star Star Star Star Star
  • Adobe Photoshop

    Star Star Star Star Star


Explanation of Ratings

5 Star - Knowledge, Skill, or Ability. No general training required.
4 Star - Knowledgeable, but could always use some improvement.
3 Star - Knowledgeable, but will require training throughout employment.
2 Star - General Knowledge, but will require training if used regularly
1 Star - Very basic knowledge, can navigate, but will require training.

Other
Information

References

References are available on request

Languages

  • English - Fluent
  • Spanish - Intermediate