Help Desk Customer Service

Jesus Rapalo-Flores

Help Desk / IT Technician

Address: ** **** **, *****, ** Phone: 631-***-**** E-mail: *****************@*****.***

Motivated candidate with a proactive approach, demonstrating robust customer service skills and expertise in virtualization and cloud computing. Actively pursuing an IT or help desk role to elevate customer satisfaction and contribute to business success. Currently in-progress of attaining CompTIA A+ certification. CompTIA N+, Sec+, and RedHat System Administration trained.

Education & Certifications

Bachelor of Science in Computer Security

Farmingdale State College, Farmingdale, NY August 2020 – May 2024

Certification in Electrical Trade

Nassau BOCES, Nassau, NY August 2024 - 2026

Projects

Creating a Wireless LAN Network

Crafted a wireless network architecture using GNS3.

Integrated LAN and captive portal configurations to define and control host access.

Used Wireshark to monitor Network Traffic.

Web Security Infiltration

Detected web security vulnerabilities leveraging Google Chrome Developer Tools.

Identified exposed ports through Nmap, revealing protocol and program implementations.

Developed and deployed java scripts to exploit vulnerabilities.

Qualifications

-Proficient in Microsoft Word, Excel, OneNote, and PowerPoint.

-Swift keyboard operator

-Exceptional customer service acumen

-Fluent in English and Spanish with excellent written and verbal communication skills.

-Application Utilization: VMWare, VirtualBox, Wireshark, Nmap, Microsoft Azure, Firewall Systems

-Proficient with Windows Server 2016 and Windows 10 x64 platforms, Microsoft Azure

-Network Topology, Cisco Packet Tracer, GNS3, PuTTY

Experience

Reptile Deli Inc.

1585 Smithtown Hwy, Bohemia, NY August 2020 – July 2021

Streamlined processing for shipping orders using Microsoft Excel spreadsheets to minimize potential errors.

Validated packages and generated shipping labels.

Conducted a comprehensive website vulnerability assessment utilizing Google Chrome Developer Tools and Nmap to uncover protocol and program implementations.

Volunteer Work

Tabernaculo De Restauracion A Las Naciones “Ministerio La Cosecha”

423 Moffitt Blvd Islip, NY April 2017 – May 2024

Volunteered as a guitarist, enhancing weekly services and community events with musical performances.

Volunteered in local food drives and participated in community services to showcase social engagement.

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