Jeff Balagosa
Professional Technology Expert
Summary
Experienced Desktop Support Manager with 18+ years of technical leadership and management skills. Seeking transition to Web Development. Proficient in HTML, CSS, JavaScript, and Python, with a strong understanding of operating systems and network architecture. Skilled in project management and cross-functional collaboration. Passionate about learning new technologies and frameworks.
Experience
Vegas.com
2019-07-01T00:00:00.000Z -
Desktop Support Manager
- Developed custom automations with programming languages such as JavaScript, Python, PowerShell, AutoHotkey, and Ansible - Effectively reduced tasks like auditing from upwards of 7 to 10 days to 30 minutes or less - Managed a desktop support team, consistently motivating them to meet or exceed deadlines for 95% of overall assigned tasks - Launched the IT Operations & Support for new kiosks business venture in partnership with the software engineering team - Expanded our kiosk footprint from 3 profitable kiosk units to almost 20 units - Negotiated 5% to 10% lower vendor rates for user hardware and software year over year. - Achieved and maintained a PCI and Sarbanes-Oxley (SOX) compliance rate of 95% or higher, year after year
Vegas.com
2018-06-01T00:00:00.000Z - 2019-07-01T00:00:00.000Z
Desktop Support Supervisor
- Lead a high performance technical support team, ensuring timely resolution of user issues 99% of the time - Implemented and deployed Ivanti & Jamf endpoint management system to ensure the smooth operation on 100% of company workstations - Standardized regular reviews of technician tickets and calls to identify areas for improvement, where 0 previous processes existed. - Researched & recommended hardware and software ensuring top of the line but appropriate equipment for users - Ensured timely implementation of security updates for company workstations and non-production servers, within 30 days of release
Vegas.com
2014-07-01T00:00:00.000Z - 2018-06-01T00:00:00.000Z
Desktop Support Technician/ Tier 1 Admin
- Diagnosed and remedied complex & diverse hardware and software issues restoring functionality swiftly, achieving a 90% firs day resolve rate - Strategized, executed, deploymened replacement of hardware and software systems 3 mixed locations, enhancing operational efficacy - Governed user account administration within Active Directory and Microsoft Exchange, enforcing stringent access and security protocols - Conducted meticulous research to recommend cutting-edge equipment and software, propelling user productivity and advancement - Ensured regular security updates to non-production Windows Server environment, mitigating data breach security risks - Optimized system performance by installing, updating, and maintaining workstation and server software, addressing issues proactively - Provisoined and deployed smartphones for company use, resolving mobile connectivity challenges and boosting organizational flexibility
The Madrid Agency of Farmers Insurance
2012-06-01T00:00:00.000Z - 2015-04-01T00:00:00.000Z
New Business Development
- Amplified our team with expert hiring and training. - Dominated the local market with targeted lead generation for businesses and households. - Drove results through effective telemarketing campaigns. - Built valuable relationships with centers of influence. - Captured attention with compelling ad copy and strategic direct mail. - Secured appointments with qualified prospects through professional 3rd party services. - Delivered exceptional customer service and fostered loyalty. - Achieved consistent growth with 20 new business policies closed monthly.
Vegas.com
2010-09-01T00:00:00.000Z - 2012-06-01T00:00:00.000Z
Desktop Support Technician / Tier 1 Admin
- Performed second level troubleshooting on hardware & software systems problems. - Deployed and replaced various hardware and software systems in the corporate offices as well as hotels and casinos. - Created, managed, and deleted user accounts within Active Directory and Microsoft Exchange. - Researched, ordered, and deployed new equipment and software. Desktop systems, printers, scanners, monitors, peripherals, etc. - Update and back up servers as needed. Primarily in a Windows Server 2008 environment. - Installed, updated, and maintained server-based software. - Provisioned and deployed smartphones, such as Blackberry, iPhone, and Android. - Assisted in training new Desktop Support Technicians.
Vegas.com
2008-07-01T00:00:00.000Z - 2010-09-01T00:00:00.000Z
Help Desk Technician
- Performed first-level core troubleshooting on hardware & software systems problems. - Answered questions, provided technical solutions, and followed up to assist users in solving their information systems problems in a continuous user-support environment. - Documented user problems, resolution, and new solutions for future reference using helpdesk tools and resources, such as Frontrange and our own Proprietary Helpdesk Wiki. - Assisted in identifying continuing hardware, software, or systems problems trends. - Coordinated with other departments such as Systems Engineering, Network Engineering, and Production Support to resolve companywide emergency issues in a 24hr environment. - Managed user accounts with Active Directory. - Assisted in training new Helpdesk Technicians.
Education
Hack Reactor
Certificate of Graduation
Full-Stack Software Engineering
2023-08-07 - 2023-12-22
- Elevated my Python programming proficiency through rigorous training modules and hands-on coding challenges. - Honed problem-solving skills in software development, demonstrating the ability to troubleshoot and optimize code. - Achieved a perfect score on the first full-stack application project, a project management tool built using Django, CSS, and JavaScript; included a dark mode feature for enhanced user experience. - Scored 98% on the first comprehensive exam, underscoring a strong grasp of software engineering fundamentals.
DeVry University
Bachelors of Science
Technical Management
2002-01-01T00:00:00.000Z - 2004-01-01T00:00:00.000Z
- Earned a Bachelor's in Technical Management from DeVry University, providing a solid foundation in project management, operations, and team leadership. - Acquired business analytics and strategy formulation skills, enabling effective problem-solving in technical environments. - Developed interdisciplinary knowledge that bridges the gap between technology and management, enhancing the ability to lead tech-driven projects effectively.
Education America
Associates
Computer Science
1999-01-01T00:00:00.000Z - 2001-01-01T00:00:00.000Z
Awarded an Associate's in Computer Science from Education America, laying the groundwork for a technology and software development career. Gained early exposure to programming languages, notably C++, providing an initial skill set for subsequent technical roles and educational pursuits. Acquired fundamental knowledge in algorithms, data structures, and software engineering concepts, offering a long-term basis for skills in technical problem-solving.
Skills
JavaScript
PowerShell
HTML
CSS
Python
Active Directory
Technical Support
Help Desk Support
Desktop Application Support
Servers
Troubleshooting
System Administration
Microsoft Exchange
Windows Server
Management
Networking
Security
Interests
All Things Tech Related
Brazilian Jiu Jitsu Blackbelt and Instructor
Console and PC Gaming
Neuroscience
Automation & Productivity
Stoicism