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Microsoft Office Customer Service

Miami, Florida, United States
October 22, 2016

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Arelis Hernandez

***** ** *** **, *****, FL *****



- Perform general maintenance tasks, troubleshoots and repairs computer systems and peripheral equipment throughout the organization

- Includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance

- Identifies, researches and resolves technical problems.

Proficient in Microsoft Office products, including but not limited to Word, Excel, and Outlook.

- Self-motivated individual


• MS Office 2007, 2013 & 2016

• Remote Support thru VNC, Bombgar, Logmein and Remote Desktop Connection

• Ticketing Systems: Manage Engine Service Desk Plus, ServiceNow

• Active Directory System Administrator (User account management)

• Microsoft Windows XP, Windows 7 System Installations and Configurations

• Notebooks and tablet PCs maintenance

• Skilled desktops repairs

• Network Printers Installs

• Virus and Trojan removal experience

• Pc Technician / Network Support / Helpdesk Tier 1


Helpdesk Analyst – Lennar 2016-Present

Receiving, logging and managing calls from internal staff via telephone and email

Escalate unresolved calls to the appropriate support team

Log and route all calls in the Service Desk (Service Now)

Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.

Troubleshoot email accounts on mobile devices (Iphones, IPad)

Basic Active Directory use, reset passwords, unlocking accounts.

Application and helpdesk support analyst

Installing various applications, Adobe, Microsoft office, Cute PDF and others

Helpdesk Technician/I.T Service Desk Coordinator

Preferred Medical Plan, Inc. 2014-2016

Installed telecommunications equipment and configuration

Responsible for assigning user’s designated extensions following dial plan

Troubleshooting phone connections

Resetting voice mail passwords

Retrieving advanced licenses and agents from Yoursite Explorer-MICC

Answering inbound calls from company employees.

Helpdesk support in a 400 user’s enterprise environment

End user support for Windows 7 and Windows 8

Remote Desktop / VNC support software

Computer/ WYSE terminal’s imaging and deployment

Creating purchase orders, in access database

Creating QNXT accounts and modifying roles

Creating new accounts for new employees in A.D

Creating exchange email accounts

Distributing tickets accordingly to employees

Helpdesk Technician - United Automobile Insurance Co. - 2006-2014

• Primary responsibilities include answering inbound calls from company


• Setup new computer systems (installing new programs, drivers, operating system)

• Helpdesk Support in a 1000+ user’s environment in an enterprise environment

• End user support for Office 2003, 2007 and 2010

• LaserJet Printers

• Remote Desktop / Bomgar support software

• Windows XP and Windows 7

• Windows XP and Windows 7 imaging and deployment

• Supported 13 external offices

• Computer Equipment support for Field Appraisers

• Clonezilla and Norton Ghost experience

Customer service - United Automobile Insurance Co. - 2005-2006

• Handle customer inquiries, complaints, billing questions and payment extension/service

Requests. Calm angry callers.

• Strategic-relationship/partnership-building skills -- listen attentively, solve problems


Data Processing


South Shore Hospital

• Data Entry - employee’s hours and check printing

• Prepared end of month reports.

• Nightly backups of system.

• Mange users and passwords

• Network printer installations

• X-ray Department Software Troubleshoot


• Miami Dade College - 2004-2006 - Miami, FL

• PC Support course

Certification 2007

Miami, FL


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