jesseayala.tech

Resume

Jesse Ayala – Resume

Jesse Ayala

jesserayala95@gmail.com · LinkedIn · GitHub

Self-Starter who analyzes existing processes and procedures to implement strategies that not only improve the efficiency of the business’s end-user support staff, but also minimize lost revenue.

Education

Aug 2024

BS Computer Science, Western Governors University

Feb 2024

ITIL Foundation, Axelos

Jan 2024

Linux Essentials, Linux Professional Institute

Jan 2022

CompTIA A+, CompTIA

Skills

Languages Systems ITIL/General
  • Bash, Batch, PowerShell
  • .NET, C#, Java
  • HTML, CSS
  • MSVC C/C++
  • MSSQL, PostgreSQL
  • Python
  • VBA
  • (Azure) Active Directory
  • MS Office 365
  • Microsoft Windows 7/10
  • GNU/Linux
  • Ubuntu Server (22.04)
  • Docker Containerization
  • EasyVista Service Management
  • Type 2 Hypervisors (HyperV, WSL)
  • SaaS application support
  • Service Desk Tier 2
  • Process Standardization & Optimization
  • Knowledge Management
  • Problem Management
  • Incident Management
  • Change Enablement & Management

Experience

Apr 22 – Current

System Support Specialist, Global Lending Services

Provide corporate support through management of the ticketing system. Develop ITSM-centered workflows for more efficient resolution. Handle tier 2 support requests from Service Desk along with escalations. Implement ITIL practices to create value for the business.

Sept 21 – Apr 22

Smartphone Repair Technician, Assurant

Receive repair request tickets for Samsung and Apple smartphones. Perform repairs according to manufacturer’s documentation and procedures. Maintain inventory levels of repair parts.

Jul 14 – Mar 17

Technical Support Rep/Mentor, DirecTV/Sitel

Receive inbound calls from DirecTV customers seeking technical support. Participated in multiple projects, such as call type to assist chronic callers, complex/escalated billing issues, and assignment to the site’s Mentor team to assist new hires in on-the-job training