Desktop Support Customer Service

Leticia Hernandez

*** ***** ******* **** #**** Lewisville, TX 75057 469-***-**** ************@*****.***

EDUCATION Bachelor of Science in Electrical Engineering Fall’11-Spring’16

Minors: Math

University of North Texas – Denton, TX

WORK Brink’s, Incorporated U.S. – Coppell, TX Aug’15 – Feb’20

EXPERIENCE Desktop Support Engineer II Sept’17 – Feb’20

Provided hardware client support globally via phone calls, emails, remote assistance, onsite support, and traveling off-site upon request; Support included incident management, new hire computer requests/hardware replacements and software/hardware installations/configurations

Addressed incident tickets daily through the Service-Now ticketing system and walk-ins if immediate assistance was needed; Resolved over 800 incidents in the last year after the new Service-Now platform implementation; Addressed on-call escalations from the Global Operations team if our team was required

Fulfilled new hire set-up requests (laptops/desktops) for clients through Service-Now Asset Management; used tools such as Active Directory and Service-Now to deploy hardware; Assisted with laptop/desktop refreshes for clients and led two application upgrade projects in preparation for Windows 10 image standardization

Utilized SCCM console, Remote Desktop Connection and other remote tools for handling software requests; addressed more complex installations/configurations directly with clients by phone call or onsite assistance

IT Intern – Network Engineering Documentation Aug’15 – Sept’17

Designed/updated network diagrams of our data centers using MS Visio during networking projects

Assisted in documentation projects within IT Infrastructure, Telecom and Networking teams

Robots-4-U – Plano, TX June’15 – Aug’15

Facilitator

Instructed weekly robotics camps for students (ages 7-14); taught students the basics on how to build “Lego” style robots and how to program them at an elementary level

Collegiate G-Force Program, Office of Outreach Aug’12 – Dec’14

Team Leader/Mentor

Mentoring program with a mission to promote higher education; Hosted one-on-one mentoring sessions with students during DFW high school visits; addressed the importance of continuing higher education through workshops and presentations by delivering influential topics

SKILLS Desktop/Laptop Hardware Repair Printer Support Technical Troubleshooting LAN Connectivity Hardware Configurations SCCM Active Directory Service-Now Office 365 Microsoft Office Suite MS Visio Windows 7/10 Technical Documentation Inventory Management Customer Service AC/DC Circuit Design LTSpice PSpice

ORGANIZATIONS Society of Hispanic Professional Engineers (SHPE) Aug’12 – present

Professional Member – Dallas/Fort Worth Chapter Fall’16 – present

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