Summary
Overview
Work History
Education
Skills
Timeline
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Gavin Olguin

Ruther Glen,VA

Summary

US Army Veteran of 3.5 years who worked as an Airborne Infantryman and Team Leader while serving in the military. Presently hold an Active Secret Clearance. Recently attended ACI Learning for Information Technology and Cyber Security courses through the Computer User Support Specialist (CUSS) program.

Professional with strong background in technical support and troubleshooting, adept at resolving complex issues efficiently. Skilled in customer service, communication, and problem-solving, ensuring seamless user experiences. Valued for collaboration, adaptability, and achieving results in team settings. Expertise includes software installation, network configuration, and system maintenance, with focus on delivering high-quality service and support.

Overview

6
6
years of professional experience

Work History

Enterprise Help Desk Agent Tier 2

Apex Systems
11.2024 - Current
  • Analyze, resolve, and report help desk cases related to software and hardware issues.
  • Ability to communicate with end-users in a professional environment.
  • Collaborated with multiple specialty teams in order to provide quick and effective service for end-users.
  • Provided accurate information on IT products and services.
  • Take ownership of and resolve escalated IT issues.
  • Direct and guide agents in team chats
  • Working with the ServiceNow ticketing system to track and update tickets
  • Provided exceptional customer support by guiding users through software installation and configuration.
  • Resolved technical issues efficiently through remote troubleshooting and ticketing systems.

Enterprise Help Desk Agent

Apex Systems
07.2024 - 11.2024
  • Analyze, resolve, and report help desk cases related to software and hardware issues.
  • Ability to communicate with end-users in a professional environment.
  • Collaborated with multiple specialty teams in order to provide quick and effective service for end-users.
  • Provided accurate information on IT products and services.
  • Remote

Security Officer

Fort Walker
08.2023 - 07.2024
  • Monitored premises to ensure safety and security compliance.
  • Conducted regular patrols, identifying and addressing potential hazards.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
  • Maintained accurate incident reports, facilitating effective communication with management.

Server Technician

Worldwide TechServices
01.2023 - 07.2023
  • Installed and configured hardware components to ensure optimal system performance.
  • Diagnosed and troubleshot technical issues, enhancing client satisfaction through timely resolutions.
  • Conducted regular maintenance on systems to prolong lifespan and improve reliability.
  • Collaborated with cross-functional teams to streamline service delivery processes.

Team Leader

United States Army
07.2019 - 11.2022
  • Maintain all unit equipment: vehicles, communications equipment, tools, night vision devices, weapons, and electronic equipment.
  • Directly responsible for the welfare, fitness, morale, and discipline of 4 soldiers.
  • Created and fostered an atmosphere of tolerance and free from harassment, developing a unified and team-driven spirit.
  • Ability to work in a short-notice, fast-paced job environment where safety and attention to detail are of the highest importance.

Education

Computer User Specialist Program -

ACI Learning

High School Diploma -

Caroline County Highschool
Milford, VA
05-2019

Skills

  • Software & Systems:
  • Windows 10,11
  • Microsoft Windows (XP, Vista, 7, 8, 10, 11), Mac OSX, iOS
  • Microsoft Office Suite (2003, 2007, 2010, 2013, 2016, and 365), Norton Antivirus, McAfee, AVG, LogMeIn, Discord, Adobe, Microsoft Exchange, iCloud
  • Citrix Workspace Environment
  • VMWare Horizon
  • Java-based Applications
  • Active Directory
  • ServiceNow Ticketing System
  • Hardware:
  • Identification of Hardware and Replacement
  • Diagnose and Troubleshoot Hardware Upgrades and Maintenance Support Computer Hardware, Storage Capabilities, Network Support
  • Networking:
  • TCP/IP, LAN, WAN, VLAN, Wi-Fi, VPN, VOIP
  • Interpersonal:
  • Communication, Emotional Intelligence, Positive Attitude, Conflict Management, Teamwork, Time Management, Problem Solving, Active Listening

Timeline

Enterprise Help Desk Agent Tier 2

Apex Systems
11.2024 - Current

Enterprise Help Desk Agent

Apex Systems
07.2024 - 11.2024

Security Officer

Fort Walker
08.2023 - 07.2024

Server Technician

Worldwide TechServices
01.2023 - 07.2023

Team Leader

United States Army
07.2019 - 11.2022

Computer User Specialist Program -

ACI Learning

High School Diploma -

Caroline County Highschool

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