Ishmael Bahena

Experience

• 

  Cherokee County School District - GA

  Aug 2018 - Apr 2019

  Information Technology Specialist Intern

  - Collaborated closely with technology specialists across multiple schools within the Cherokee County School District.- Assisted with the distribution and deployment of computers, ensuring timely and accurate setup for educational needs.- Managed active directories, assisting users with password resets and such.- Conducted comprehensive hardware repairs, ensuring device longevity and reliability.- Employed advanced troubleshooting techniques to promptly resolve IT issues.- Oversaw detailed inventory management, maintaining accurate records of IT assets.- Assisted in network maintenance and security measures to ensure stable connectivity and data protection.- Participated in software installation, updates, and optimization to maintain peak system performance.- Provided support to faculty and students, enhancing their tech proficiency and addressing their IT queries. Show less

• 

  CPR Cell Phone Repair

  Nov 2020 - Apr 2022

  Computer Repair Technician

  - Specialized in the consistent troubleshooting of diverse client devices, encompassing computers, phones, and tablets.- Diagnosed, troubleshooted, and repaired devices to uphold optimal functionality.- Delivered informed recommendations for issue resolutions.- Communicated technical diagnostics in a clear and user-friendly manner to clients.- Offered precise repair/replacement estimates, ensuring transparency.- Upheld stringent quality control standards in all repair tasks, ensuring excellence.- Championed customer satisfaction through outstanding service delivery.- Managed inventory effectively and reconciled purchase orders.- Seamlessly navigated the point-of-sale system, maintaining accurate records of client interactions and repair histories. Show less

• 

  1Path

  Apr 2022 - Jul 2022

  Help Desk Technician II

  - Served as the primary contact for end-users, addressing technical queries related to IT systems, software, and hardware via phone, email, and chat.- Expertly documented and updated tickets, ensuring accurate capture of user concerns and resolution steps.- Monitored and managed the Helpdesk ticketing system, providing prompt responses and escalating unresolved issues to advanced support.- Led remote troubleshooting sessions, guiding users to swift resolutions through targeted problem-solving.- Collaborated effectively within team settings while also thriving in autonomous tasks.- Applied analytical skills to evaluate challenges and derive logical solutions, seeking further expertise when faced with complex issues. Show less

• 

  City of Woodstock, Georgia

  Jul 2022 - now

  IT Engineer II

  - Fielded incoming technical support requests from end-users, ensuring timely resolution and high customer satisfaction.- Conducted routine troubleshooting for common IT incidents, walking users through step-by-step solutions both remotely and in-person.- Installed and configured the ManageEngine ServiceDesk Plus ticketing system- Established and maintained an MDT (Microsoft Deployment Toolkit) deployment share to streamline the deployment of operating systems and applications.- Collaborated with IT teams to document and refine processes, contributing to knowledge base articles for internal use and user self-help.- Assisted with regular system updates and patches, ensuring optimal performance and security for organizational assets.- Provided end-user training on various software and hardware, empowering them to work efficiently and reduce future IT support requests.- Monitored IT ticketing system to track, prioritize, and escalate critical issues to appropriate teams or personnel.- Managed the transition from the traditional TrendMicro AV to the Crowdstrike Falcon EDR and automated mass deployment of the agent for the organization.During my tenure in this role, I consistently delivered top-notch customer support, contributing to improved system efficiency and user satisfaction. Show less