Yasmin Guzman

Allentown 610-***-**** adwkej@r.postjobfree.com

EDUCATION

Lehigh Carbon Community College Schnecksville

Computer Science/Associates Present

● 3.2 GPA

Business Management /Associates 2020

● 3.0 GPA

WORK EXPERIENCE

Dell Remote

Technical Support Engineer July 2022

- February 2023

● Performing remote-based software upgrades for customers who owen Dell EMC storage systems

● Verifying the configuration and health of the installed product prior to performing the software upgrade, by completing post-upgrade follow up tasks to ensure the system is returned to its full potential state.

● Scheduling project activities in RCM scheduler, documenting current notes in Lightning with the outcome of the technical consultations and upgrades.

● Uploading code into WINSCP transferring it into the software inside of putty.

● When running the pre checks before the upgrade understanding the CPU, memory, device drivers, buffering, virtual memory

● Using remote based access tools such as Webex, Zoom, Teams.

● Ability to work independently while managing priorities

● Managing multiple time bound activities at one time

● Assisting with the installation, configuration, administration, support, tracking, and maintenance of all enterprise servers along with their corresponding software, operating systems, and peripherals

● Developing upgrade plans and strategies for complex systems

● Collaborating with cross-functional teams to ensure successful implementation of upgrades

● Identifying and troubleshooting technical issues during the upgrade process

● Creating and maintaining documentation of upgrade procedures and processes

● Communicating technical information to non-technical stakeholders

● Managing multiple upgrade projects simultaneously

● Staying up-to-date with the latest technologies and industry trends

● Conducting training sessions for colleagues and customers on upgrade best practices and procedures

● Demonstrating strong problem-solving and analytical skills

● Showing proficiency in relevant software and hardware systems, such as Dell EMC hardware and software solutions.

St. Luke’s Allentown

IT Customer Support Data Analyst February 2020 - July 2022

● Identifying resolutions for software and hardware on first call resolutions, escalation of essential support entities, service call monitoring and customer follow up

● Performing remote diagnostics by troubleshooting applications such as Microsoft Excel, Outlook, Teams, Cystoc, Epic, etc. Ensuring our customers are able to access their H drive

● Installing applications on customers desktop and Hdrives if needed

● Resetting Customers passwords by validating customer information on Active directory, adding Primary and secondary printers to a customers St.Lukes computer by receiving their system ID

● Dialing in the customer’s computer capturing screenshots if needed during troubling shooting steps

● Documenting information for future training from previous troubleshooting onto the St.Luke's knowledge Base

● Walking Customers over the phone by providing training to resolve future incidents from reoccuring

● Working with Tier 2 by resetting and unlocking users in order to access their primary applications solving their request in an effective manner

● Making sure customer was able to connect to VPN while working remotely in order to access company data

● Handling over 200 calls per day

Apple Whitehall

Tech expert June 2020- March 2022

● Performed troubleshooting, diagnosis and repairs for Apple MacOS and iOS hardware and software

● Keeping work areas clean, neat and organized for optimal productivity and worker safety.

● Trained customers of various backgrounds and levels on how to use their personal/business Apple technology, which consist of products such as MacBooks, MacBook Pro's, Mac Air, iMAC's, both versions of the iPad, all iPod Models, iPhone 3GS, and the iPhone 4

● Troubleshoot and problem solve all forms of consumer computing technology

● Provided concrete customer service and support of all standard Apple applications and

● hardware including hardware resets, password resets/setup, account setups, iTunes and App Store walkthrough.

● troubleshoot, diagnose and perform repairs of iOS devices, Apple TV, Apple Watch, Beats, and other small devices

SKILLS & INTERESTS

Skills: Microsoft Windows Support, Apple iOS & MacOS Support,, Sql developer, Java,Experienced with Windows NT, Microsoft Office: Word, Excel, Power Point, Access entry, Internet, Tandem Marketing, Databases:Epic, Active Directory, UNIX and Linux based tools project management NtiLanguages: Spanish ( Bilingual)

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