Daniel Guzman
Hammond
Summary
Dynamic IT Technical Support Specialist with a proven track record at Crossroads YMCA, enhancing system reliability through advanced troubleshooting and proactive maintenance. Expert in hardware installation and end-user training, I successfully reduced support tickets by streamlining processes, while fostering a culture of technical proficiency and customer success.
Overview
21
21
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Crossroads YMCA
Crown Point, IN
08.2021 - 04.2026
- Provided technical support for hardware and software issues, ensuring efficient operations across systems.
- Resolved user inquiries through troubleshooting techniques and effective communication strategies.
- Maintained inventory of IT equipment, ensuring availability and functionality for end-user support.
- Collaborated with team members to develop and refine IT support processes for improved efficiency.
- Conducted training sessions for staff on new technologies, enhancing overall technical proficiency within the organization.
- Implemented proactive maintenance schedules, reducing downtime and improving system reliability.
- Assisted in the deployment of new software applications, facilitating seamless integration into existing workflows.
- Developed user documentation and guides to enhance understanding of technical resources among staff members.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Assisted in the selection and deployment of enterprise-wide applications that met business requirements while minimizing cost and complexity.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type].
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
- Worked closely with software vendors to report and resolve any identified issues, ensuring that the technology environment remained stable and reliable for all users.
- Enhanced system performance by identifying and resolving technical issues promptly.
- Optimized network infrastructure, resulting in improved connectivity and user satisfaction.
- Contributed to the development of an internal training program for new IT Technical Support Specialists, enhancing team proficiency levels across various technologies.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Provided input during technology refresh cycles to ensure alignment between business needs and IT capabilities going forward.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Offered assistance in implementing and developing training programs.
- Developed and implemented preventive maintenance procedures.
- Helped streamline repair processes and update procedures for support action consistency.
Field Technician
PCM/Sarcom
Chicago, IL
02.2010 - 02.2020
- Diagnosed and resolved technical issues in field service operations.
- Installed, configured, and maintained equipment at client sites.
- Conducted routine inspections and preventive maintenance on all systems.
- Trained junior technicians on best practices and safety protocols.
- Collaborated with cross-functional teams to address customer needs effectively.
- Managed inventory control and ensured timely delivery of parts and tools.
- Implemented quality assurance measures to improve service reliability.
- Kept detailed records of field measurements and data.
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Collaborated with other field technicians to resolve complex technical issues.
- Identified potential problems and prevented equipment failure through performing regular equipment inspections.
- Prepared and submitted reports to document work performed and provide progress updates to management.
- Delivered high-quality work by diligently following standard operating procedures.
- Calibrated new and existing equipment for optimal performance.
- Enhanced customer satisfaction by providing efficient and timely technical support for various issues.
- Trained and guided new technicians to equip with skills and knowledge needed to efficiently perform work.
- Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
- Communicated with customers to provide updates, gather information and resolve issues.
- Ensured optimal performance of critical systems through routine inspections, adjustments, and repairs as needed.
- Exceeded client expectations with excellent communication skills, keeping them informed throughout the entire resolution process.
- Cultivated strong client relationships by consistently delivering top-quality service in a professional manner.
- Maintained detailed inventory records for parts used during repairs, aiding efficient supply chain management.
- Collaborated with team members to complete complex installations, ensuring seamless integration with existing infrastructure.
- Continuously expanded skill set by pursuing relevant certifications and staying current on industry trends.
- Managed inventory of technical supplies and equipment, ensuring availability for critical tasks.
- Resolved complex technical issues with efficiency, significantly reducing system downtime.
- Worked with diverse types of weather and ground conditions.
- Tested systems, noting issues and completing preventive maintenance.
Help Desk Support Specialist
Chickasaw Nation Industries / DOE
Lemont, IL
10.2007 - 05.2010
- Resolved technical issues for end-users, enhancing overall user experience and satisfaction.
- Provided comprehensive troubleshooting support via phone, email, and in-person interactions.
- Documented solutions in knowledge base to streamline future support processes and improve efficiency.
- Collaborated with cross-functional teams to implement software updates and system enhancements.
- Trained new staff on help desk procedures and best practices, fostering team development.
- Analyzed recurring technical problems to identify trends and recommend proactive solutions.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
- Configured hardware, devices, and software to set up work stations for employees.
- Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Contributed ideas for continuous improvement initiatives within the help desk department.
- Stayed current on emerging technologies, trends, and industry best practices to enhance personal expertise and provide better support services.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
- Worked with document imaging technologies and deployment software.
- Provided end-user system and equipment training.
- Walked user through series of steps to determine problem and implement likely solution.
- Responded to inquiries by phone, email and walk-up requests.
- Supervised daily configuration activities and business systems operations.
- Installed new desktop systems and migrated data to new machines.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Maintained inventory of cell phones, laptops and peripheral equipment.
- Provided support for network infrastructure and baseline configurations.
- Inspected components for full power potential before and after updates.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
Field Technician
Clever Devices
Woodbury, NY
05.2005 - 08.2006
- Streamlined workflow processes to enhance operational efficiency.
- Minimized potential hazards through adherence to safety guidelines during all field assignments.
- Supported team members in addressing challenging technical issues, sharing expertise and knowledge when needed.
- Increased overall efficiency with thorough documentation of completed tasks, diagnostic results, and recommendations for improvements.
- Installed and configured new hardware and software, leading to improved system reliability and user satisfaction.
- Diagnosed and resolved technical issues in field service operations.
- Installed, configured, and maintained equipment at client sites.
- Collaborated with cross-functional teams to address customer needs effectively.
- Managed inventory control and ensured timely delivery of parts and tools.
- Implemented quality assurance measures to improve service reliability.
- Kept detailed records of field measurements and data.
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Collaborated with other field technicians to resolve complex technical issues.
- Identified potential problems and prevented equipment failure through performing regular equipment inspections.
- Prepared and submitted reports to document work performed and provide progress updates to management.
- Delivered high-quality work by diligently following standard operating procedures.
- Calibrated new and existing equipment for optimal performance.
- Enhanced customer satisfaction by providing efficient and timely technical support for various issues.
- Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
- Cultivated strong client relationships by consistently delivering top-quality service in a professional manner.
- Maintained detailed inventory records for parts used during repairs, aiding efficient supply chain management.
- Collaborated with team members to complete complex installations, ensuring seamless integration with existing infrastructure.
- Continuously expanded skill set by pursuing relevant certifications and staying current on industry trends.
- Managed inventory of technical supplies and equipment, ensuring availability for critical tasks.
- Resolved complex technical issues with efficiency, significantly reducing system downtime.
- Worked with diverse types of weather and ground conditions.
Education
Bachelor of Science - Business Network Management
Colorado Technical University
Colorado Springs, CO05-2020
High School Diploma -
East Chicago Central
East Chicago, IN06-1992
Skills
- Hardware installation
- Remote desktop support
- Operating system support
- Help desk support
- Ticketing system experience
- Mobile device management
- Asset management
- Active Directory management
- Printer support
- End-user training
- Virtualization technologies
- Incident management
- System configuration
- Software deployment
- Wireless networking
- VoIP systems
- Application support
- Disaster recovery planning
- Advanced troubleshooting
- Technical support
- Software installation
- Customer success management
- Issue troubleshooting
- Customer service
- Software diagnosis
- Technical issues analysis
- TCP/IP
- LAN/WAN
- Systems analysis
- Microsoft office specialist (MOS) expert
- Desktop support
- Remote support
- Access issue resolution
- Account updating
- User credential management
- Videoconferencing
- Network diagnostics
- Customer service expert
- System administration
- Staff education and training
- Appointment scheduling
- Windows 10
- Decision-making
- Ticket management
- Data entry
- Product troubleshooting
- Product knowledge
- Service support
- Technical troubleshooting
- Analytical thinking
- Hardware troubleshooting
- Ticket support system management
- Microsoft outlook
- Complaint resolution
- Application installations
- User support
- Hardware diagnostics
- Product training
- Hardware upgrades
- System diagnostics
- Data recovery
- Issue escalation
- Technical documents comprehension
- Mac systems
- Wide-area networks
- Windows xp/vista
- DHCP/DNS ethernet and firewall proficient
- Support case resolution
- Incident tracking
- Hardware and peripherals
- Operating systems
Certification
- Certified MCT, Microsoft Certified Professional - 2005-Present
Timeline
IT Technical Support Specialist
Crossroads YMCA
08.2021 - 04.2026
Field Technician
PCM/Sarcom
02.2010 - 02.2020
Help Desk Support Specialist
Chickasaw Nation Industries / DOE
10.2007 - 05.2010
Field Technician
Clever Devices
05.2005 - 08.2006
Bachelor of Science - Business Network Management
Colorado Technical University
High School Diploma -
East Chicago Central