Résumé

Anthony Lopez — IT Systems & Support Engineer

Strategic partner to enterprise teams, delivering proactive endpoint management, white-glove support, and operational continuity across regulated environments.

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Years

20+

Endpoints Migrated

3,500+

CSAT

98%

Experience

GE Aerospace

Service Desk Engineer & Site Support Specialist · Jul 2025 – Present

Dayton, OH
- Deliver tailored IT solutions across various sites, enhancing operational efficiency and user satisfaction.
- Implement innovative problem-solving strategies that streamline processes and reduce downtime.
- Provide essential training to staff, fostering a culture of continuous improvement within GE Aerospace.
- L2 PC Migration Support for company wide technologies migrations.
- Delivering on escalated Help Desk issues as needed. Training, implementing knowledge, and ticketing with detailed technical documentation through ServiceNow.
Other World Computing (OWC)

Tier II Support Analyst · Aug 2023 – Jul 2025

Remote
- Providing technical expertise on industry-leading products across all support channels (phone, chat, and email) for global enterprise clients and end-users.
- Resolving over fifty complex technical issues weekly, exceeding team targets by 15%.
- Developing a comprehensive training program to improve inbound/outbound call process.
- Trained extensively in CompTIA A+ and CompTIA Tech+ covering all computer hardware and software.
- Enhanced remote team collaboration by 20% through strategic communication improvements across the US, Canada, Philippines, Europe, and Asia.
- Creating and maintaining detailed technical documentation and knowledge base articles to assist internal teams and end users.
Apple

Team Lead & Lead Support Analyst · May 2016 – Aug 2023

Various Locations
- Managed a team of 20+ Tier II Technical Support Advisors with day-to-day call center duties, increasing productivity by 20% through effective coaching.
- Supervised call center KPI's and supported all team members career growth with one-on-one coaching, team meetings, and by presence of accountability.
- Delivered remote support through Bomgar, enabling secure troubleshooting and resolution of technical issues for end users and stakeholders.
- Delivered responsive, high-quality technical support for macOS, iOS, and iPadOS devices, ensuring minimal downtime for clients.
- Diagnosed and resolved issues related to hardware, operating systems, email configurations, VPN, network connectivity, and mobile device performance.
- Maintained detailed case notes, service documentation, and asset records in ticketing systems.