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Help Desk Support Technician

Chicago, Illinois, United States
August 22, 2018

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Giovani Dario Lopez



I am a skilled and dedicated help desk specialist looking to obtain a position where I can focus on my administrative, help desk and call center skills. I am very detail oriented and always looking to find solutions to problems related to software, hardware and networking issues.

Professional Experience:

Service Desk Agent, EMPIST - Chicago - Chicago, IL June 2018- Present

oTroubleshooting user and system problems over the phone with remote control technologies; Kaseya MSP

oAccurate documentation of all activities conducted

oManaged, maintained, troubleshooted and supported client’s network, equipment, software and services

Help Desk Assistant, Erie Family Health Center - Chicago, IL 2014 – 2018

oGeneral network requests, i.e. reset passwords, answering a high volume of calls daily, migrating users from Microsoft Exchange to Microsoft Office 365

oPart of three-person team supporting all technical assistance requests for 800+ employees

oFacilitating 50+ technical requests per day

oTroubleshooting software and hardware issues such as EMR, Citrix Receiver, Trend Micro, Microsoft Office Suite, i.e. Word, Excel, Outlook, Cisco Agent Desktop, Cisco WebEx, Dentrix, and Windows Update

oManaging requests with ticket systems using Help Desk Manager

oPC Hardware set-up with corporate standard configurations for deployment to new employees

oFacilitated maintenance requests regarding PC internals for Hard Drive, Solid State Drives, and RAM upgrades

oPatching network cables, and connecting them from patch panel to switches

oPerformed encryption protocols on all employee computers using BitLocker

oSetup corporate standard security and protection on all devices with Windows 8.1 and 10

oWorked and set up Cisco Video Conferencing at multiple site locations along with weekly meetings and conferences including Cisco WebEx

oSetting up new printers with static IP addresses and troubleshooting printer issues such as printer jams

oUsing Active Directory to manage users, desktops and laptops and to store BitLocker Recovery Keys

Maintenance and Administrative Assistant, Erie Family Health Center - Chicago, IL 2013 – 2014

oResponsible for managing all maintenance requests at the clinic

oAssisted in basic administrative tasks i.e. data entry, filing

oWorked with basic power tools; such as drills, hand tools, etc. for simple day to day repairs

Professional Skills:

oFast learner and enjoy working with teams

oProficient in Microsoft Office 365

oStrong knowledge of software and operating systems Mac OS, Windows 7, 8.1 and 10

oKnowledge of computer hardware components and performing scheduled upgrades and quality checks. Examples being; hard drives, motherboard, RAM, screen replacements, and more

oActive Directory knowledge


2015 – Present:

Malcolm X, City Colleges of Chicago

Concentration in Computer Science

2012 – 2014:

Harold Washington City Colleges of Chicago

Concentration Computer Science


Henry Castro – IT Interim Director at Erie Family Health Center


Cell Phone: 312-***-****

Dulce Quintero – Site Director of Erie Family Health Center at Humboldt Park


Cell Phone: 773-***-****

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