Help Desk Resume
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Saltillo, MX
SUMMARY:
- Detail - oriented individual with experience in the IT field and al field. Excellent customer service skills and always looking to improve efficiency.
- Fluent in Spanish (Oral and written). Highly creative and responsible. Seeking an opportunity for a career in the IT environment.
PROFESSIONAL EXPERIENCE:
Confidential, Saltillo, Mx
Help Desk
Responsibilities:
- Troubleshoot POS Systems for Dolex end users
- POS management through SQL
- Active directory management for end users.
Confidential
Service Desk
Responsibilities:
- Install and troubleshoot POS equipment for a retail store
- User management through the use of Active Directory
- Document troubleshooting process’ and How to’s
Confidential, Monterrey, Mx
Service Desk
Responsibilities:
- Backup team in charge of Confidential ’s migration process from IBM Lotus Notes to Outlook as well as upgrading from previous versions of Microsoft Office to Office 365
- Level 1 troubleshooting for Confidential ’s proprietary software.
- Document and escalate tickets to proper teams after troubleshooting
- Passwords resets, account management and group management via AD.
Confidential, Monterrey, Mx
Frontline Business Support
Responsibilities:
- Identified, troubleshot, resolved, and documented user network issues
- Utilize Hughes remote proprietary monitoring and management software to resolve client requests
- Ensure that ISP’s provides speed and reliability.
- Troubleshoot Cisco routers and switches, and Fortinet firewalls.
- Escalate advanced troubleshooting situations to NOC engineers
Confidential, Middleton, WI
Customer Repair Advisor
Responsibilities:
- Provide technical support to Residential copper and fiber lines users.
- Perform line test with Confidential proprietary software to ensure proper speeds to customer.
- Document and escalate incidents to further levels of support.
- Basic Cisco commands used at the DSLAM to verify and reset connection.
Confidential, Madison WI
Teaching Assistant
Responsibilities:
- Assisted the instructors preparing class lessons
- Helped students achieve their academic goals tutoring students outside of class with individual subjects
- Assisted program achieve 100 students served
- Helped 32 students achieve their GED