profile

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

    Azure Fundamental badge
I

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

    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.

  • 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.

Carter's Inc.

Senior, IT Support Center Agent
April 2021 - Dec 2023

    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.

  • 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.

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



Projects & Interests

  • Azure Cloud Resume Challenge
  • The resume challenge that inspired this website
  • Created ChatGPT chat bot, using Python
  • Used Tinker format to create a chatbot, included intergration of ChatGPT API
  • Configured SIEM Wazuh in Linode Cloud
  • Building and designing custom desktops PCs
  • 3D Printing