Customer Service Support

Sandra S. Vidana

San Antonio, TX *****

210-***-**** • **********@*****.***

IT Support Expert

A results-oriented IT professional with extensive technical management and

support experience within multi-faceted IT infrastructures.

AREAS OF EXPERTISE

Proficient troubleshooting and resolving technical issues to effectively secure and monitor system operations, applications, networks, and hardware.

Expertise providing high-level end user support, assessing issues and resolving quickly and accurately.

Excellent communicator, leader, and team player with the innate ability to learn new technologies and complete multiple tasks in an operational support environment.

PROFICIENCIES

Technical:

PCs, MS Office Suite, Hubs, Switches, Routers, Firewalls, Servers, Laptops, Peripherals, MS Windows, AWS

Core:

IT Support, Team Leading, Cross-Team Collaboration, End User Support, Troubleshooting, Project Management, Risk Mitigation, Process Documentation, Quality Assurance, Cyber Security, Customer Service, Hardware, Software, Systems, Networks

Professional Experience

Labatt Food Services, San Antonio, TX

IT Help Desk Technician (12/2014 – 5/2020)

Led PC, printer, and software troubleshooting, assessing and resolving user and system issues. Printed reports for administrative personnel and drivers and labels for warehouse crew. Maintained organization for 2 warehouse locations.

Key Achievements:

Designed and managed the deployment of Meraki security cameras in 3 locations, coordinating cross-functionally to ensure proper cabling within the network VLAN, as well as adherence to USDA requirements.

Led the $500K upgrade of Meraki cameras, completing project 1-month early.

Managed and executed a printer upgrade project from scope and pre-planning through transfer of 43 IBM printers to Printronix in 8 divisions, collaborating with internal IT techs to complete project early.

Configured new users and troubleshot existing users in database, creating envelopes to perform nearly 3K transactions for addition with internal system.

Developed and facilitated custom training for new Computer Room Operator for seamless onboarding.

Enabled access control printing by configuring 2 servers for network redundancy and installing drivers on printers and end user devices.

Spearheaded a upgrade process, creating a plan, schedule, and resource allocation to upgrade 250 handheld devices, 120 forklift computer, and 70 thermal printers across 8 division, as well as the development of user training documents to decrease post-deployment troubleshooting tickets.

Worked earlier as a Selector at Core-Mark from 5/2014 to 12/2014 and as a Production Partner at HEB Meat Plant from 2/2012 to 1/2014.

Education

Texas A&M, San Antonio, TX

Bachelor of Applied Arts and Science in Information Technology – Expected 2021

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