Help Desk Customer Service

Pablo A Hernandez Aguilera ********@*****.***

Network Contributor and Help Desk Support 607 West Main Street Avon MA 02322 978-***-****

Qualifications Dedicated IT Professional with 15+ years of experience delivering except administrative and technical support within cutting-edge technology and support industries. Proven record of improving processes and systems through the implementation of innovative strategies and extensive technical expertise.

Demonstrate keen talents in functioning individually or in teams-based environments; offering assistance and high-quality customer service to clients and end users in the technical fields. Excellent communicator and collaborator; driven to achieve all business outcomes and boost productivity and functionality.

Administrator Procedures

System Administrator

Network Protocols & Systems

Hardware & Software Installation and Troubleshooting

Customer service Excellence

Career Network Contributor and Help Desk Support, Tempus Unlimited, Stoughton MA

January 2021 to March 2024

Managed the Active Directory, Exchange Mail, Mitel phone, and Blackberry (Cell phone) system. Worked with zoom, WebEx, Microsoft office 365, and Cisco Secure Client (VPN). Also used a ticket system (Managed Engine) to support employees.

Created, deleted, or made changes to user accounts mentioned before for new hires or current employees on the system.

Reimage laptops with Windows 10 operation system. Created and Managed Active Directory accounts and Email exchange accounts. Created profiles on the laptops for the users of different departments. Troubleshoot software and hardware-related issues with the different programs and systems.

Help Desk Network Support, East Boston Savings Bank, Peabody, MA March 2012 to June 2020

Supported the Bank’s management information system departments; performed migrations, installations, and configurations and troubleshoot various software and hardware issues. Supported and maintained printers, computers, and laptop hardware and software applications.

Worked with the IT support team on the upgrade of Windows system 10. Microsoft Office to Microsoft Office 365.

MIS Network Analyst, Boston Federal Savings Bank, Burlington, MA May 2008 to February 2012

Managed cable layouts, researched and implemented bar code system. Upgraded computers. Laptops software and memory.

Upgraded computers and laptops' windows operations systems.

Supported Branches software and hardware updates.

Education: Bachelors of Art and Communications, Minoring in Marketing

Central Connecticut State University, New Britain, CT

Graduate courses in International Business, Boston University, Boston MA

Training: A+ Certification

Network + Certification

Languages: Spanish (Fluent)

English (Fluent)

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