Enrique Lozano

eelozano@gmail.com

IT Support Specialist

Enrique Lozano

Over a decade of IT Support experience

Washington, DC

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Work
Experience

Help Desk Technician, Carnegie Endowment for International Peace, Washington, DC

JUNE 2013 - PRESENT

  • Primary point of contact for all IT related inquiries.
  • Create, update, and maintain Active Directory and Exchange mail accounts for around 250 users in DC and at four international sites.
  • Update and create internal documentation to assist with future staff onboarding.
  • Setup Windows Deployment Server to cut new computer rollouts by 3 hours per machine.

Help Desk Administrator, Physician's Committee for Responsible Medicine, Washington, DC

JULY 2010 - JUNE 2013

  • Diagnosed, researched, and resolved hardware and software difficulties.
  • Installed, maintained, and repaired Desktop and Laptop PCs.
  • Recommended, helped deploy, tested and utilized initial Help Desk ticketing system for organization.
  • Updated and maintained Active Directory accounts for around 100 users.
  • Trained all new staff on IT policies and procedures
  • Inventoried IT equipment to prepare for repair or disposal.
  • Improved documentation by updating and creating new SOPs.

Support Center Consultant, University Information Technology Services, Bloomington, IN

September 2009 - July 2010

  • Evaluate customer needs and provide technical support via phone, desk, and electronically.
  • Facilitate transition of system information to other departments for resolution of network instability.
  • Utilize advanced ticketing system to open, maintain, and close customer incidents

Peace Corps Volunteer, United States Peace Corps, Nuku'alofa, Tonga

October 2007 - February 2009


Information Technology Instructor/Project Manager

  • Trained volunteers and their local counterparts on the use of information technology in the workplace.
  • Lectured twice a week on topics ranging from basic computer skills to intermediate web design.
  • Developed curriculum to teach courses and facilitate the continued instruction in my absence.

Community Engagement Volunteer

  • Developed and participated in a USAID funded HIV/AIDS educational road show which delivered a culturally-appropriate awareness message to 1,137 youth on five remote islands through drama and targeted discussion.
  • Managed small group of Tongans to create culturally appropriate audio recordings which were presented during the HIV/AIDS educational road show.
  • Oversaw creation of income generating internet cafe for local women's group.

Support Specialist, Technology Center Consulting, Bloomington, IN

August 2006 - August 2007

  • Supervised and trained a staff of around 150 technical consultants in collaborative and remote environments.
  • Monitored consultant activity to determine appropriate staffing levels.
  • Evaluated progress reports and made recommendations to department managers.
  • Trained beginning users on practical uses of systems and software on campus.
  • Solved software problems presented by high volume of customers via desk and phone.

Education
Profile

Indiana University, Bloomington, IN

May 2010

Bachelors in General Studies with Information Technology and Computer Science Minors

Training and
Certifications

Certifications

CompTIA A+ April 2013 Active
CIW Web Foundations Associate January 2015 Active

Trainings

Windows Server 2008 Comprehensive Introduction (40 hours) October 2010
Basic Unix Workshop Summer 2005
US Peace Corps Pre-Service - Language, Cultural, Business, and Administrative Training October to December 2007

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