Roberto Jaime Guillen

Chicago, IL ***** • Cell: 872-***-**** • ad1nzx@r.postjobfree.com

Certified Informational Technology Professional

Bilingual solution-oriented help desk specialist with experience in PC imaging, database management, building vendor relationships and troubleshooting. Utilized time-management skills to provide cost-effective technical and customer service.

CERTIFICATIONS / TECHNICAL PROFICIENCIES

•Certifications: CCENT, CCNA, MCP: Windows 10 and MCSA: Windows 10

•Platforms: Microsoft Windows, Apple IOS, Google Android, Database, Security, Applications, Storage

•Programs: Microsoft Office 365, Outlook, Excel, Word, Teams, OneDrive, Rufus 3.0, Gandalf, Symantec Ghost, KACE, Sophos, Norton’s, McAfee, Open DNS, Deep Freeze, Active Directory onboarding & off boarding, Zendesk

•Networking: VPN Cisco AnyConnect, Remote Connectivity (Go-To-Assist; TeamViewer) and TCP/IP (Printers), ZScaler, Manage Engine Desktop Central

Work History

REVOLUTION DANCEWEAR 11/2022 - 06/2023

Help Desk Specialist

•Onboarding and Offboarding users on Active Directory, creating OU departments.

•Apple and IOS troubleshooting with Apple Diagnostics, Disk Utility and Ony X

•Resolved 20+ trouble tickets per day on Zendesk.

•Diagnosed and resolved 20+ computer and printer problems per week.

•Provided first call resolution for 300 employees.

•Develop user documentation/installation procedures and delivery of services.

•Setup mobile stations with PC's, printers and weight scales for warehouse shippers to be able to move freely to 3 different warehouses.

•Maintained and serviced Ubiquiti Switches and U6 Long-Range APs

QUINNOX INC 06/2018 - 02/2022

Senior Associate

•Imaged and configured systems issued to users, decommission and retire systems.

•Installed and configured software and hardware for end users.

•Provided first call resolution for Windows10 and Office365 software for over 1500 employees.

•Developed user documentation/installation procedures and delivery of services.

•Oversaw deployment, configuration and repair of laptops, telecommunications and printing equipment.

•Maintain, update and support business devices, phones, Mac Minis, fiber optics, switches, routers, Avaya, Apple, AT&T, Comcast, Verizon, T-Mobile

•Set up and maintained Zoom, WebEx, Zoapi and Teams conference rooms for onsite users.

•Diagnosed, troubleshoot and worked to resolve service, software and hardware issues.

•Onboarding and off boarding on Active Directory and Migrating users on Office 365.

•Answering all incoming calls, text and emails to IT helpdesk and providing quick solutions to issues.

•Set up, wired and installed all appliances, devices, access points, and racks to new office location.

National Able Network Chicago 02/2018 - 06/2018

Help Desk Specialist

•Use Gandalf's WinPE, Ghost and SysPrep to obtain recovery and production images for laptops and desktops.

•Assist in Active Directory by adding new users and computers by creating emails and adding their information and adding users to group; also reset passwords.

•Utilize KACE ticketing system to provide detailed descriptions of issues and to follow up diligently to ensure swift and effective resolution for users and customers.

•Diagnose, troubleshoot and resolve technical issues remotely using Go-To-Assist.

Marvelous Construction 11/2011 - 06/2017

Apprentice and Laborer

•Installed bathroom fixtures and plumbing components.

•Studied and inspected building plans and structures to assess material and equipment needed as well as cost.

•Assembled pipe sections and tubing using couplings, clamps, bolts, cement or caulking.

1-800-Radiator & A-C Chicago 04/2013 - 05/2016

Customer Service Representative

•Cultivated and maintained excellent working relationships with existing and new customers.

•Visited customers to sell product using VPN tablet and laptop and to get feedback on product.

•Used tablet and laptop to update CRM with data changes to existing customers and added new customers.

Babbage Net School and Brilliance Academy 07/2009 - 10/2011

Regional Manager

•Organized recruiting and marketing; scheduled employees; hired and trained teachers and aides at schools for children's programs in different districts and states.

•Handled weekly data collection for invoices, logistics for laptop deliveries, returns, and replacements.

•Installed routers in schools to obtain data wirelessly

BrainFuse Online Tutoring 08/2006 - 06/2009

Field Representative

•Supervised, hired and trained seasonal employees, teachers and aides at public schools

•Addressed logistics for laptop rentals and repaired desktops via Remote Assistance

•Downloaded company's tutoring software onto school computers and ensured programs worked appropriately.

Education:

IT Career Lab, National Able Network – Chicago, Illinois 2017

Cisco Academy and Microsoft Academy curriculum

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