Information Technology Customer Support
Resume:
Bakersfield, California *****
ad1f6u@r.postjobfree.com
EDUCATION AND TRAINING
Bachelor of Science
Information Technology And Cyber Security
Grand Canyon University, Arizona
October 2021
Associates of Arts
Information Technology/Networking Emphasis, Networking and Technology
University of Phoenix, Bakersfield, CA, USA
March 2013
ESTHER FERNANDEZ
SUMMARY
INFORMATION TECHNOLOGY PROFESSIONAL. Accomplished Information Systems Specialist with over 10 years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Committed to providing efficient, high-quality support.
SKILLS
LAN/WAN
Technical Troubleshooting
Customer support needs assessment
Hardware configuration
Service desk support
Hardware upgrades
Software upgrades
Application debugging
Application installations
Equipment repair
Hardware diagnostics
Computer maintenance
Analytical
Leadership
Friendly, positive attitude
Organizational skills
Helpdesk administration
User training
Active listening
Problem resolution
Team building
Troubleshooting
Data Management
Flexible
Software deployment
Technology planning
Microsoft Office
Planning
EXPERIENCE
INFORMATION TECHNOLOGY ASSOCIATE
CDCR Delano, CA April 2019 - Current
Ensured ongoing information processing through delivery of expert technical support, utilizing skills across a range of programs and platforms - responded to requests, diagnosed issues, and recommended solutions
Continuously analyzed system capabilities and updated programs to optimize operating efficiency and adapt to new requirements.
Drove continuous improvements with focus on quality, stability, usability and customer satisfaction.
Established, used and maintained new help desk tracking software, resulting in improved response time and clear understanding of recurring issues.
Responded to and resolved troubleshooting inquiries for hardware and software problems.
Displayed knowledge and proficiency in remote communication methodologies and virtual private networks.
Delivered user network account setup and configuration to new personnel and verified appropriate permissions with security team.
Analyzed and resolved operational problems with technical systems and monitored overall customer satisfaction rates.
Upgraded laptops/desktops, improving speed and performance.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Supported employees with advanced troubleshooting on helpdesk tickets.
Updated and reconfigured existing and new computers with current software and operating systems.
NETWORK TECHNICIAN
Lamont School District Lamont, CA September 2013 - April 2019
Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
Installed and managed connected hardware and application components to assure nonstop environment operations.
Verified proper working order of hardware and peripherals.
Established and maintained network systems using networking principles.
Oversaw network administration, system access and vulnerability assessment to protect secured data.
Managed hardware desktops in Windows domain with several servers for multiple applications and deployed firewalls to connect and protect users.
Installed wiring, cabling and devices to establish, repair and improve network operations.
Troubleshoot problems related to switch hardware network infrastructure and performance.
Collaborated with IT Manager to support and maintain network components, monitor system traffic and manage connectivity services.
Reviewed specifications and installation diagrams to establish interfaces and integrations.
Configured hardware devices and software settings to optimize network performance.
Received and prioritized support requests to maximize resource utilization.
Documented all facets of technology department operations, including network infrastructure, licenses and FAQs, facilitating consistent responses and team operations.
SUPERVISOR INFORMATION SYSTEMS
KSI ORPORATION Bakersfield, California January 2006 - March 2013
Played key role in optimizing and ensuring the integrity of technical capabilities - manage set-up/relocation of computers and workstations, install/configure new software and hardware, and enable remote access
Automate functions through script and code writing, troubleshoot and log issues, and deliver support for both laptops and desktop computers
Configure sound cards, disk drives, desktops, and servers
Controlled key resources for time entry program, overseeing scheduling and deployment of laptops for field use - created detailed instructions on setup and managed communication with company that created the program
Protected information through development and documentation of a detailed Disaster Recovery plan - created procedures on all aspects of the DR process
Recognized as a “go-to” person for employees with technical issues and questions
Example: following an incorrect change on the server by a technician, conducted research, determined cause, and resolved issue by adjusting a security setting
In leadership capacity, created staff schedules and assignments, set priorities, and estimated time and costs
Improved efficiency by streamlining daily jobs and activities to speed processing time
Played key role as assistant to IT Administrator in restoring operations following a network crash
Continuously looked for better solutions for the network infrastructure.
INFORMATION SYSTEMS SPECIALIST
METRO MAIL Sacramento, California January 2003 - January 2004
Delivered technical support across a range of areas, from configuration of local and network printers to connection of computers to the corporate network
Additionally, assisted users and Data Processing Department with issues.
JR. PROGRAMMER, INFORMATION SYSTEMS SPECIALIST
KP ORPORATION Sacramento, California December 1997 - December 2002
Ensured ongoing information processing through delivery of expert technical support, utilizing skills across a range of programs and platforms - responded to requests, diagnosed issues, and recommended solutions
Continuously analyzed system capabilities and updated programs to optimize operating efficiency and adapt to new requirements
Wrote/designed programs for Data Processing group and monitored testing process for errors - provided assistance to programmers in planning and deployment of internal programs.
LANGUAGES
Fluent in (Spanish
Contact this candidate