Jorge Davila
IT Specialist
Decatur, Georgia
davila1325@outlook.com
Skills
- Microsoft Active Directory, Group Policy management and Windows server 2012, 2016, 2019
- Understanding and knowledgeable in troubleshooting computer hardware, software, wireless network, and mobile devices.
- Fluent in spoken and written Spanish
Certifications
I am a driven professional recognized for delivering excellent tech and customer service. With the aspiration to break into a career in cloud computing with an interest in artificial intelligence. I am pursuing opportunities to use my skills, abilities, and to continue expanding my knowledge of innovative technologies and be a part of business success.
Work Experience
Kemira Chemicals
IT Service Desk Agent
Jan 2024 - Present
- 97% Positive feedback score with 100 incidents a month
- Manage users' credentials and MFA in Azure Entra ID
- Maintain SLA metrics and exceed KPIs for resolution and response time.
- Resolve issues with hardware, VPN and peripherals.
Service desk agent in the frontline team for the Americas region, covering Brazil, Canada, Uruguay, Chile and the United States. Leveraging KBs, research and deep knowledge of Office 365, Windows and Teams to resolve incidents efficiently.
Carter's Inc.
Senior, IT Support Center Agent
April 2021 - Dec 2023
- Managed and troubleshooted users’ login and MFA in Azure Entra ID, Azure Exchange.
- Monitored and handled users’ IT issues using ServiceNow.
- Mentored and trained new agents; Routinely identified training opportunities and efficiencies.
- Collaborated with IT Department to create and edit KB articles in ServiceNow database.
- Administrated Microsoft Teams phone numbers assignments.
- Maintained agents' schedules and lead weekly team meetings.
- Increased First Call Resolution rate by leveraging KBs, knowledge and investigation.
Served as senior IT support agent for 5,000 corporate employees, in a fast-paced company. Becoming the Top agent in resolving IT issues promptly and efficiently by communicating through calls, emails and messages. Responsible for provisioning new network accounts for employees and external partners in Microsoft Active Directory / Azure Entra ID.
Emory Healthcare
Clinic Team Supervisor and Clinical Assistant
September 2007 - April 2021
- Aided staff and doctors on use of Cerner, Office 365, and Citrix.
- Troubleshooting PC, printer issues and escalating when needed
- Trained and helped staff on latest updates and features related to Office 365 and Windows.
- Responsible for onboarding and training new clinical employees
- Served as first responder to patient complaints and service/recovery when possible or necessary.
- Supervised, evaluated, and managed clinical team
Children's Healthcare of Atlanta
Athletic Trainer
October 2006 - September 2007
- Worked with High School Varsity and Middle School athletes at Holy Innocents' Episcopal School.
- Troubleshooting PC, printer issues and escalating when needed.
- Evaluated and recorded athletic injuries.
- Administered modalities.
- Provided medical coverage for all home games and events.
Education
Barry University - Miami, FL
Bachelor of Science with a major in Athletic Training
Randolph – Macon College - Ashland, VA
Biology Major/Computer Science Minor