Roel Lerma

IT Support Specialist

Phone 210-***-****

Email ad0ntl@r.postjobfree.com

Address San Antonio, Texas 78222

CAREER OBJECTIVE

Dedicated professional with experience providing technical support to end users in a corporate environment. Proven track record of resolving complex technical issues quickly and efficiently, while providing excellent customer service. Skilled in troubleshooting hardware and software issues, system maintenance, and network configuration. Adept at training users on new applications and technologies, working with remote users, and staying abreast of new developments in the IT industry.

EXPERIENCE

AMAZON COURIER — Amazon

San Antonio, Texas, November 2022 - Present

Loaded, unloaded, prepared, inspected and operated delivery vehicle in a safe manner.

Ensured accuracy in paperwork associated with each delivery by double-checking addresses and contact information before leaving the premises.

Demonstrated effective communication skills when interacting with customers and colleagues.

Performed daily maintenance checks on assigned vehicle including but not limited to checking tire pressure, oil levels, brakes.

Successfully navigated city streets while complying with all traffic laws and regulations.

Inspected vehicles for mechanical items and safety issues prior to operating them.

Maintained a safe driving record with no violations or tickets.

Organized and managed complex delivery routes efficiently, ensuring packages were delivered on time.

Utilized GPS navigation systems to determine the most efficient route for deliveries.

IT CONSULTANT — Self Employed

San Antonio, Texas, August 2017 - November 2022

Provided technical expertise for the design and implementation of complex IT solutions to meet customer requirements.

Performed troubleshooting activities to diagnose faults within various IT infrastructures such as routers, switches, firewalls.

Interfaced directly with vendors when necessary in order to resolve any hardware or software issues encountered during installation or operation phases.

Analyzed system performance data to identify areas of improvement in order to increase efficiency and reduce cost.

Ensured all projects were completed on time while meeting budgetary constraints.

Implemented changes to existing systems based on user feedback while ensuring compliance with industry standards and regulations.

Maintained up-to-date knowledge of emerging technologies related to the field of IT consulting.

Developed and maintained customer relationships by providing IT support and guidance to ensure client satisfaction.

Configured servers according to best practice guidelines while maintaining security standards across the network environment.

Provided training sessions for end users on the use of newly implemented technologies or processes.

Created, documented and implemented a wide variety of IT systems including networks, software applications, hardware components, database management systems and security protocols.

Managed multiple projects simultaneously while adhering to tight deadlines.

Assisted with creating disaster recovery plans which included backup policies, testing procedures and documentation requirements.

Resolved escalated customer issues quickly through effective problem-solving skills combined with a comprehensive understanding of network topology and architecture principles.

Reviewed current operations regularly in order to suggest improvements that would benefit the organization's overall performance.

Conducted needs assessments to identify gaps in existing technology infrastructure and develop strategies for improvement.

Monitored system health metrics using specialized toolsets in order to detect potential problems before they occur.

IT HELP DESK TECHNICIAN — Plpumchoice

San Antonio, Texas, October 2013 - August 2017

Analyzed system logs for potential errors or threats.

Installed anti-virus programs on computers to prevent malicious attacks.

Diagnosed complex technical problems and provided solutions as needed.

Provided guidance on best practices when using technology resources.

Suggested changes or improvements based on feedback from customers or colleagues.

Responded to user inquiries via phone or email in a timely manner.

Created reports that tracked help desk activities such as customer requests and resolutions.

Troubleshot and resolved technical issues related to hardware, software, and networks.

Configured routers and switches for local area networks.

Performed regular maintenance checks on computer systems.

Participated in team meetings to discuss upcoming projects, updates.

Utilized remote desktop tools to provide remote assistance for users.

Implemented security measures to protect data from unauthorized access.

Provided support for Windows, Mac OSX, and Linux operating systems.

Monitored system performance and optimized accordingly.

IT HELP DESK TECHNICIAN — Volt

San Antonio, Texas, June 2013 - October 2013

Suggested changes or improvements based on feedback from customers or colleagues.

Created reports that tracked help desk activities such as customer requests and resolutions.

Participated in team meetings to discuss upcoming projects, updates.

Responded to user inquiries via phone or email in a timely manner.

Implemented security measures to protect data from unauthorized access.

Performed regular maintenance checks on computer systems.

Monitored system performance and optimized accordingly.

Provided support for Windows, Mac OSX, and Linux operating systems.

Configured routers and switches for local area networks.

Installed anti-virus programs on computers to prevent malicious attacks.

Utilized remote desktop tools to provide remote assistance for users.

Provided guidance on best practices when using technology resources.

Troubleshot and resolved technical issues related to hardware, software, and networks.

Assisted users with installation and configuration of hardware, software, and network components.

Diagnosed complex technical problems and provided solutions as needed.

TRANSIT BUS OPERATOR — Via Metropolitan

San Antonio, Texas, May 2011 - June 2012

Operated transit buses along assigned routes in a timely manner while adhering to safety protocols.

Utilized communication devices to report emergencies or delays on route to dispatchers.

Conducted post-trip inspections after completion of routes to ensure proper functioning of equipment.

Performed pre-trip inspections of bus interior and exterior before beginning each shift.

Responded promptly to radio transmissions from dispatchers or supervisors.

Demonstrated knowledge of traffic regulations and safe driving practices.

Informed passengers of any changes in route due to traffic conditions or other factors.

Ensured the safety of passengers by monitoring behavior on board vehicles.

Assisted passengers with loading and unloading luggage items onto buses.

Reported mechanical malfunctions or damages observed during shifts immediately.

Observed roadways for hazards such as potholes, debris, pedestrians .

Excelled in customer service, resolving passenger complaints and issues with tact and diplomacy.

Communicated courteously with passengers while providing assistance as needed.

Maintained thorough records of vehicle inspections, maintenance and repairs.

Accurately collected fares from passengers utilizing cash registers or automated ticket machines.

Provided customers with information regarding routes, schedules and stops.

Followed all applicable laws, rules and regulations related to operating a transit bus.

Inspected tickets for validity prior to allowing entry into vehicles.

Resolved conflicts between passengers in a professional manner when necessary.

Adhered to established schedules, ensuring that trips were completed on time.

IT HELP DESK TECHNICIAN — 2Wire/Pace

San Antonio, Texas, September 2008 - May 2011

Diagnosed complex technical problems and provided solutions as needed.

Suggested changes or improvements based on feedback from customers or colleagues.

Installed anti-virus programs on computers to prevent malicious attacks.

Analyzed system logs for potential errors or threats.

Assisted users with installation and configuration of hardware, software, and network components.

Provided guidance on best practices when using technology resources.

Utilized remote desktop tools to provide remote assistance for users.

Created reports that tracked help desk activities such as customer requests and resolutions.

Implemented security measures to protect data from unauthorized access.

Ensured compliance with applicable laws concerning privacy of electronic information.

Troubleshot and resolved technical issues related to hardware, software, and networks.

Configured routers and switches for local area networks.

Researched new technologies that could benefit the organization.

Provided support for Windows, Mac OSX, and Linux operating systems.

Monitored system performance and optimized accordingly.

Participated in team meetings to discuss upcoming projects, updates.

Responded to user inquiries via phone or email in a timely manner.

Trained new employees on how to use the company's technology resources effectively.

Performed regular maintenance checks on computer systems.

Developed knowledge base documents to assist with troubleshooting procedures.

Maintained inventory of IT equipment and supplies.

IRONWORKER — IronWorkers Local 66

San Antonio, Texas, August 2004 - September 2008

Proficient in operating a variety of tools including cutting torches, grinders, drills, power saws, measuring instruments, hammers and wrenches.

Identified, explained and performed crane hand signals.

Accustomed to following safety protocols while working at heights or around heavy machinery.

Proficient in aligning parts during construction using levels and plumb bobs.

Capable of selecting appropriate materials according to job requirements.

Familiar with rigging methods used to raise large pieces of steel into place safely.

Fabricated equipment according to blueprints or instructions from supervisors.

Accustomed to working with ironworkers' tools such as drift pins, jacks and wedges.

Verified vertical and horizontal alignment of structural members using plumb bobs, laser equipment, or levels.

Able to fabricate metal sections by burning or cutting them according to specifications.

Adept at removing slag from welds using chipping hammers or grinding wheels.

Able to read and interpret blueprints and schematics for structural steel fabrication, welding, and assembly.

Competent in setting anchor bolts into concrete foundations for the purpose of securing structural steel members.

Adept at repairing damaged metal components using welding techniques.

Well-versed in installing clips, clamps, brackets and other fasteners onto metal structures.

Laid out and accurately fabricated structural iron.

Skilled at assembling components into pre-fabricated metal structures by bolting or welding them together.

Knowledgeable in the use of oxyacetylene torches for cutting or welding operations on steel structures.

Experienced in inspecting completed work for conformance to specifications.

Assisted with connecting columns, beams and girders with bolts.

Placed steel bars for effectively reinforcing concrete.

Used drift pins or spud wrenches to align bolt holes in steel members.

Familiar with techniques used for joining two pieces of metal such as riveting or bolting them together.

Knowledgeable about local building codes pertaining to the installation of structural steel members.

Pulled, pushed, or pried equipment into position and bolted into place.

Hoisted equipment and tools into location via bull rigging or crane.

Maintained, repaired and replaced steel components and fasteners.

Skilled at keeping accurate records of daily activities related to ironworking projects.

Experienced in erecting columns, beams and girders using hoists or cranes.

EDUCATION

NETWORK ADMIN IN IT

— New Horizns Computer Learning Center

San Antonio, TX, Apr 2008

GED

— East Central High School

San Antonio, Jul 1997

SKILLS

Software Diagnosis

Account Management

Staff Training

Customer Support Needs Assessment

Windows XP

Windows Vista

Configuring Devices

MS Office Proficiency

Desktop Support

Adobe Flash

Hardware Upgrades

Data Connectivity

User Experience

Mobility Devices

Windows 10

Customer Service Expertise

Troubleshooting and Assistance

Mac Systems

Apple IOS

Data Recovery

Component Replacements

Reading Comprehension

Computer System Maintenance

Complaint Resolution

Issue Troubleshooting

Product Selection

Linux Programming and Administration

PC Component Diagnostics

Norton Antivirus Software

Onsite Installations

Responding to Technical Questions

Wide Area Networks

Hardware and Software Configuration

Technical Issues Analysis

Call Center Operations

Onsite Instruction

Training Material Development

Ethernet and Firewall Proficient

Assisting with Deployments

Organizational Skills

Technical Documents Comprehension

Tracking and Documentation

Collaborative Team Player

Friendly and Patient

Resolve Technical Problems

Workforce Planning

Issue and Resolution Tracking

Analytical and Methodical

Feature Activation

System Performance Assessments

Creative Issue Resolution

Microsoft Windows and Office

LAN and WAN Assessment

Desktop Partitioning Software

Hardware Evaluation

Hardware Repair

TCP/IP

Wkndows 11

Windows 7

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