Help Desk Customer Support

Aurelio Hernandez

**** ******* **. ******** **, *0215

Cell 720-***-****

Email: **************@*****.***

Qualifications Summary

As an experienced Desktop/Help Desk Technician, I ‘m passionate about providing excellent customer support and technical expertise with desktop, laptop computers, smartphones, and tablets across various computer services and business applications, including extensive audiovisual support.

Professional Summary

●11 years of experience as a Desktop\help desk professional providing frontline technical support with desktop, laptop computers, smartphones, and tablets.

●Avaya, Cisco phone configuration, support on Cisco routers, LAN\WAN, TCP\IP protocol

●As a Help Desk resource, assisted staff members with access and usage of administrative applications, collaboration technologies, and presentation support services.

●Installation of Windows OS Platforms, Reimaging machines with Ghost, Lite touch, and deploying, laptops, desktops and troubleshooting

●Knowledge of business applications, presentation software, and web conferencing services.

●Hardware installation on HP and Dell Laptops\Desktops

●Active Directory Catalog Maintenance. Microsoft Exchange Server 2007,2010, 2016

●Proficient with multiple ticketing platforms including, Alteris, Heat, Service now, Remedy, Jira and ITSM

●Knowledge of business applications, presentation software, and web conferencing services.

●Advanced technical expertise with Windows desktops and laptops, basic technical knowledge of Mac desktops and laptops, and with Android and iOS mobile devices.

Technical Skills

Windows & Mac iOS, SCCM 2007, 2010,2012. JAMF configuration, Google Suite support, Citrix GoTo Meeting support, Cisco Webex support, Office suite 07,10,16, Active Directory catalog maintenance, Avaya, Cisco, Heat & ITSM, ServiceNow, Remedy, Alteris, Sales Force, Chart Maxx, Microsoft OS installation, Microsoft Servers 2008 R2, 2012, Skype For Business 2016, Network Troubleshooting, Dell, HP hardware

Professional Experience

Desktop Support Specialist (Contract)

BMW of Downtown Denver 10/01/2023 – 12/01/2203

Receive and asset manage Dell computers.

Image and deploy new laptops and computers Windows 10 via SCCM.

Coordinate with end users to backup all files to One Drive.

Retrieve existing computers and coordinate with manager to set an appointment with waste management for pickup.

IT Technical and Network support

Navajo Incorporated 04/2023 - 06/2023

● Provide Tier 2 support with hardware, software, and printers.

● Upgrade, support, and Installation of Windows XP, Windows 7, Windows 10 OS, and applications to PC’s\ laptops

●Active Directory and Azure maintenance

●Microsoft Office 365, and Exchange 2019 maintenance

●Troubleshoot Zebra scanners, and printer

●Assist with monitoring Cisco Meraki and report any issues to the Network team

●Assign users to single sign on via Yubikey and or DUO MFA

IT End User Client Computer Analyst (contract)

Common Spirit Health 03/15/2022 - 09/12/2022

● Provide Tier 2 with hardware, software, printer support.

● Installation of Windows 10 OS, applications to PC’s\ laptops

● macOS's installation and Parallels configuration

●Procure the purchase of computer hardware, peripherals, and software.

●Troubleshoot issues with OKTA, Oracle, Google WorkSpace, Microsoft Office 2010&2016,Citrix Workspace and other clinical applications

●Resolving Incident tickets in a timely manner using Service Management

Helpdesk\Testing assistant (contract)

Mobile Health 09\01\2021 - 12/31/2021

●Install Windows 10 OS, applications to laptops, and printers for end users

●Configure Android tablets with a proprietary software (ScaleFuision) for remote Covid-19 test sites

●Troubleshoot issues with Scalefusion, Windows 10, network, printer issues.

Helpdesk Support Tech (contract remote)

Sunrun 08/01/2020 - 12/01/2020

●Provide Tier 1 and Tier 2 with hardware, software, printer support

●Install Windows, 7, 10 OS, applications to PC’s\ laptops, and printer for end users

●Resolve all issues in a timely manner using the Service now ticketing system.

●Troubleshoot issues with Google Workspace, OKTA, Oracle, Microsoft Office 2010&2016 and other applications

●Assign users to the correct workgroups, assign users the requested distribution list, troubleshoot access issues within Google Workspace

●Troubleshoot Tier1 Salesforce issues.

IT/AV SUPPORT TECH

UCAR 07/2016 – 07/2020

●Provide Tier 1 and Tier 2 with hardware, software, printer support

●Install Windows, 7, 10 OS, applications to PC’s\ laptops, Peripherals, and printer for UCAR Employees

●Assign user access to Gsuite, and Active Directory

●Resolve all issues in a timely manner using Remedy, and Jira ticketing systems.

●Troubleshoot issues with Microsoft Office 2010&2016, Google Apps, Google Mail

●Manage device Endpoints via SCCM\JAMF

●Basic macOS\Parallels troubleshooting

●Assist the system administrators with backing up tape data via Networker

●Trouble issues with Conference room hardware, including connections to Projectors, HD TV’s, Chromebox, and Polycom.

●Procurement of laptops, keyboards/mouse, monitors, printers and accessories as needed for new hires and existing UCAR employees.

Education

●General Education Diploma – Denver Colorado – 1996

●Pursing CompTia A+, Network+ (courses)

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