Help Desk Support

DON JUAN R. ELLO

Granite Spring Road, Yorktown Heights NY 10598

Mobile: 914-***-**** Email: ************@*****.***

Core Competencies & Technical Skills

IT Help Desk Support: Highly skilled in providing responsive and efficient help desk support, resolving both hardware and software issues to ensure seamless operations across departments. Adept at handling service tickets with a keen focus on troubleshooting and resolving user issues.

POS Equipment Support: Expert in the configuration, maintenance, and troubleshooting of point-of-sale systems, including registers, self-checkout devices, wireless peripherals, and barcode scanners, ensuring high availability in fast-paced retail environments.

Network & Telecom Infrastructure: Extensive experience managing network and telecommunications systems. Proficient in diagnosing and resolving issues with routers, switches, firewalls, access points, and phone systems in high-demand environments.

IT Hardware & Software Maintenance: Proficient in the upkeep and optimization of IT hardware, including servers, workstations, controllers, and printers, to ensure reliable day-to-day business operations.

Service Ticket Resolution: Demonstrated expertise in managing and resolving service tickets within established SLAs. Possesses strong troubleshooting skills, ensuring swift resolutions and minimizing downtime for end users.

Hardware Installation & Configuration: Experienced in the deployment and configuration of IT systems, including POS systems, telecom equipment, and dual-lane machines, enhancing system functionality and user efficiency.

Remote & Onsite Support: Skilled at delivering both remote and onsite IT support, addressing system malfunctions, software issues, and user inquiries. Demonstrated ability to provide solutions that ensure minimal disruption to end-user productivity.

Inventory & Asset Management: Proficient in managing IT inventory, ensuring optimal organization and availability of hardware components. Maintains accurate tracking of assets for smooth operational workflows.

Availability: Dedicated to providing 24/7 support to mission-critical infrastructure, ensuring business continuity and rapid response to emergencies.

Professional Experience

HCL Technologies Ltd.

Specialist

May 2024 – Present

POS Equipment & IT Help Desk Support: Spearhead the maintenance, support, and repair of POS systems for ADUSA retail (Stop & Shop) environments. Act as the first line of defense for IT support inquiries, diagnosing issues and providing swift resolutions to maintain operational integrity.

Network & Telecom Infrastructure Support: Troubleshoot and optimize telecom systems, including routers, switches, and firewalls, to ensure uninterrupted service in retail stores and distribution centers.

Service Ticket Management: Handle a high volume of service tickets daily, collaborating with internal teams to resolve technical issues, from minor software malfunctions to complex hardware breakdowns.

IT Asset & Inventory Control: Maintain an organized inventory system, ensuring the timely replenishment of parts and equipment. Manage the company van for efficient service dispatch.

Ahold Delhaize/RBS (Stop and Shop)

Admin II Regional Service Technician

April 2015 – May 2024

Help Desk Support & Remote Troubleshooting: Delivered tier-1 and tier-2 technical support for in-store IT systems, including POS terminals, workstations, and peripherals. Engaged in remote troubleshooting and provided in-person support as needed to minimize system downtime.

IT Project Support: Supported large-scale IT installations, including Toshiba System 7 and dual-lane machines, ensuring proper configuration and operational readiness post-deployment.

Service Ticket Resolution: Utilized ServiceNow to manage and resolve technical incidents. Provided real-time troubleshooting and hardware replacement to restore functionality to affected systems.

Network & Telecom Maintenance: Managed network and telecom-related issues, including routers, switches, firewalls, and wireless phones, to ensure seamless communication and connectivity across stores.

Curry Honda

Service Technician

October 2012 – April 2015

Technical Diagnostics & Repairs: Performed in-depth diagnostics and repairs on Honda vehicles, including essential maintenance tasks like oil changes, tire servicing, and brake repairs, ensuring vehicles met safety and performance standards.

State Inspections & New Vehicle Prep: Conducted New York State inspections and pre-delivery inspections (PDI) for new vehicles, ensuring compliance with regulations and customer satisfaction.

Education

BS in Computer Management

AMA Computer College

1994 – 1998

Makati City, Philippines

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