JorgeAlberto Pardo Herrera

**** ****** ****** 210-***-****

San Antonio, TX, 78232 adjllp@r.postjobfree.com

IT technical support analyst

Certifications: CompTIA Network+, CompTIA Security+, Splunk Core certified; Currently studying for CISSP exam

Education: Bachelors of Science in Computer Science with Computer Information Security Senior Summary of Qualifications

• Computer monitoring through event viewer and log review in real time and retroactively

• CMD and terminal commands understanding with automation scripts knowledge

• Microsoft Server 2012, 2016, SSMS, SSIS, SSRS, Active Directory, and IIS experience

• Programming knowledge in C++/C, Java, SQL, T-SQL, Bash, Awk, Sed, Powershell and AGILE environments

• Ticketing system experience with SalesForce and ServiceNow

• Capable communicator in both English and Spanish Related Work Experience

Technical Support Analyst II, Becton Dickinson, San Antonio, TX June 2019 – Current

• Maintaining system compliance and uptime for HIPPA and NIST compliance critical devices requiring reliability to prevent patient harm in critical situations

• Preventative maintenance in background for devices which bring alerts and server certificate creation and validation as well as

• Root cause analysis on request of customer to pursue higher uptime and maintain reliability of devices on the networks

• T-SQL SSMS database understanding for gather, modifying, or correcting data, handling retries, and confirming data integrity between devices and servers

• Knowledge Article/Knowledge Base (KA/KB) creation for assisting new agents and sharing knowledge discovered during the handling of an incidents

• Identify improvements to current procedures through understanding of the system with which we work on

• Represented company on conference calls when customers requested customer representation for discussing incidents

Product Support, Accenture (contract), San Antonio, TX August 2018 – May 2019

• Assistance to non-technical users, mostly elderly, and eased the technical communication barrier through excellent communication and strong problem solving skills

• Ensure proper documentation of tickets and acted as final point of contact for all issues

• Team player with coworkers to resolve issues on new technology currently in testing to provide feedback for developers

Helpdesk I, Clarity Child Guidance Center, San Antonio, TX August 2017 – July 2018

• Responsible for learning new programs, such as EMR software Provider, for teaching and mentoring all other employees on how-to

• Began and created all knowledge articles in outdated knowledge base and self-validated all articles for use by new and seasoned employees

• Created on-boarding checklist for IT Director to use as guideline for all new employees during orientations

• Responsible for training new employees on company specific workflow as well as basica technical procedures

JorgeAlberto Pardo Herrera

2641 Pebble Valley 210-***-****

San Antonio, TX, 78232 adjllp@r.postjobfree.com

• Work on all hardware and software related issues which arose for nurses or any medical professional during working hours

• Maintained 24/7 alert for overnight calls one week per month for remote support on any critical or urgent issues requiring immediate assistance

AppleCare Tech Support, VMC (contract), San Antonio, TX Jan 2017 – May 2017

• Simultaneously learned about Apple products while emphasizing customer satisfaction, especially when the customer showed signs of frustration or anger

• Adapted interpersonal verbal communication skills to individuals

• Proper escalation procedure for ticket or case flow

• Deep learning on Mac computers and products for troubleshooting and incident resolution AT&T Tech Support, Volt (contract), San Antonio, TX July 2016 – Oct 2016

• Handled high volume environment and at times agitated customers with resolving their technical issues with AT&T U-Verse service

• Honed in on learning customer interaction techniques through experience

• Provided compassionate customer service through verbal and multi-tasking skills to vexed customers

OIT Help Desk Attendant, Seattle University Law, Seattle, WA Nov 2014 – Feb 2015

• Assisted students/faculty with hardware malfunctions, troubleshooting, and other technical issues

• Troubleshot student/faculty laptops with hardware/software problems Computer Repair Shop Intern, Computer Rescue, San Antonio, TX Jun 2013 - Aug 2013

• Built PCs for customer and setting up all proper software for builds from scratch

• Kept a close eye on technology experts in their working environment

• Took backseat on customer interactions and setting up VPN for a new customer network setup

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