Technical Support Help Desk

Ismael Santos

Help Desk

+1-786-***-**** *************@*****.*** 2135, NW 6th Street, Miami, Florida, 33125, United States LinkedIn

SUMMARY

Dedicated and analytical professional with a Master’s in English and a passion for continuous learning. Proven ability to interpret complex information, solve problems, and collaborate effectively with diverse teams. Transitioning into the tech industry, I am eager to leverage my analytical skills and problem-solving abilities to excel in a help desk role. Experienced in decoding complex issues and committed to providing top-notch technical support and user-focused solutions. SKILLS

Operating Systems OS configuration, Microsoft, Apple, Linux, Software Updates Programming and Scripting SQL (Programming Language), mySQL, HTML, Scripting Languages, Bash, Powershell, Interpreting and testing code

Network Troubleshooting Network troubleshooting, Cable Layout, Computer Networking, Remote Access Network Security Network security, Active Directory Management, OSI Model, User Accounts, Diagnose Technical Support Software troubleshooting, Technical Support, Willingness To Learn, Customer Focus, Documentation, Office, Technical Writing, Technical Manuals, Microsoft Outlook, User Guides, Ability to handle customer data, Computer systems, Interpersonal Skills, Verbal Communication Skills EXPERIENCE

Software Developer-Internship

725 Tech

Nov '23 — Jan '24

Miami, United States

Collaborated with development teams to design and prototype innovative applications. Contributed high-quality code to Github repositories, enhancing project continuity and version control for improved collaboration.

Writing Support Assistant

Miami-Dade College

Jul '19 — Jun '23

Miami, United States

Provided technical support for students and faculty, resolving hardware and software issues. Managed software application installation and maintenance for optimal performance. Student Success Coach

Tutor May '22 — Nov '22

Primary point of contact for technical support, resolving various application and desktop issues. Developed user instruction manuals and conducted training sessions for technology resources. Tutor July 2019-May 2022 Delivered comprehensive technical support and ensured uninterrupted access to educational resources. Managed installation and maintenance of software applications for optimal functionality. CERTIFICATIONS

Security+

CompTIA

Network+

CompTIA

A+

CompTIA

Certified in Cybersecurity

ISC2

EDUCATION

Certificate in Transcend Program, Randstad Mar '24 — May '24 Miami, United States

Program designed to help with IT and soft skills, along with working and presenting business case study using AI Diploma in IT Professional, THE ACADEMY Miami, United States Bootcamp program studying networks, software configurations, cybersecurity, cloud and cloud-based architecture, along with subnets and identity access management

Diploma in Software Engineering, BrainStation Jun '23 — Sep '23 Miami, United States

Full stack web and software development, HTML, CSS, JavaScript Master of Arts in English, Florida International University Aug '17 — Jun '19 Miami, United States

Written communication and research articles, along with verbal communication for presentations and workshops

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