ABDIEL HERNANDEZ

PROFESSIONAL

SUMMARY

Experienced and customer-focused IT professional with a proven record of 4 years as an IT Help Desk Specialist. Possesses 8 years of dedicated Customer Service/User Friendly experience. Demonstrates expertise in efficiently troubleshooting hardware and software issues, adeptly resolving technical problems, and adeptly conveying intricate technical information to non-technical users. Actively seeking an engaging role that capitalizes on my extensive skill set and enables me to make a substantial contribution to organizational success.

SKILLS ● Inventory Procedure

Documentation

● Server Troubleshooting

● Windows 10, 11

● Printers/Copiers repair

and maintenance

● Creative Issue Resolution

● Hardware Repair

● Exchange / Mail Server

● Read Technical Manuals

● Microsoft Azure Active

Directory

● Computer Diagnostic

Software

● Microsoft Intune/Endpoint

● Support Ticket System

Management

● Switches and Routers

● Diagnosis and

Troubleshooting

● Network Testing

● Microsoft O365

● Technical Documentation

● VoIP Phone system

● Customer Service

WORK HISTORY IT HELP DESK 08/2021 to Current

Coast Citrus Distributors

● Provide technical support over phone, email, video call, responding to all messages within at least 3 to 6 hours depending on volume.

● Oversaw more than 200 computers of the company by configuring, monitoring, providing maintenance of software and hardware.

● Supporting and providing maintenance of multiple video surveillance systems (Axis Camera System) with Office managers at 11 set locations.

● Repaired or replaced computers, tablets, and Apple devices.

● Configuration, administration, and resolution of Office365, Microsoft Active Directory, Microsoft Intune (Endpoint), and Microsoft Defender.

● Provided support and maintenance for all printers, copiers, zebra label machines, and scanners.

● Ensure that workstations are properly configured with computers, printers, and routers.

● The creation of users through Microsoft Azure Active Directory/O365, Voice over IP (VoIP), and Produce Pro (EDI)

● Evaluate that all laptops, tablets, and mobile devices are complying through Microsoft Intune

(Endpoint) compliance policy.

● Purchase of new equipment than set up workstations for new users or relocating users.

● There is an inventory and counting of computers, peripherals, printers, toners, accessories, and other miscellaneous items.

Pomona, CA 91767 909-***-****

TECHNICAL SUPPORT 04/2019 to 04/2021

Sundance Spa

● Demonstrated effective collaboration with dealers and service centers to efficiently resolve technical issues, resulting in the prompt resolution of a significant influx of calls

● Skillfully recorded and meticulously organized vital information into Salesforce database, facilitating streamlined tracking and analysis of customer interactions

● Provided exceptional support to dealers and service centers, ensuring seamless assistance with warranty service calls and consistently maintaining a high level of customer satisfaction

● Generated detailed product feedback cases for the engineering department, contributing to ongoing product improvement efforts

● Offered valuable support for IoS devices that establish connectivity with cell towers, ensuring reliable network connectivity for users

● Coordinated with on-site technical service representatives to troubleshoot and dispatch service providers for consumer spa-related issues

● Provided assistance with part numbers and orders, ensuring accurate and efficient procurement processes.

TECHNICAL SUPPORT REPRESENTATIVE 11/2017 to 04/2019 Jacuzzi Luxury Bath

● Utilized exceptional problem-solving skills to promptly resolve customer inquiries, ensuring optimal solutions aligned with customer requirements

● Cultivated enduring customer satisfaction and loyalty by fostering authentic relationships

● Maintained precise and up-to-date customer/consumer information in internal database, ensuring accurate record-keeping and streamlined processes

● Facilitated efficient dispatching of service calls for consumer and partner stores, promoting seamless operations

● Diligently documented issue and product information utilizing Salesforce, enhancing organizational efficiency and knowledge-sharing

● Assisted customer service department during periods of high call volume, exhibiting flexibility and adaptability

● Supported partner stores by facilitating RMA's or returns, ensuring smooth and hassle-free processes

● Create cases for new products that are LLC

RETAIL SALES REPRESENTATIVE 11/2016 to 04/2017

MetroPCS

● Greeted each customer and helped in finding requested items, helping boost customer satisfaction and retention

● Helped customers by answering questions and locating merchandise

● Kept calm and applied strong problem-solving and people skills to resolve conflicts

● Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items

● Initiated friendly conversation with customers to determine level of assistance required

● Followed all company policies, rules, and procedures to promote company goals and maintain safety

● Arranged merchandise for display to highlight new styles, attract customers and enhance sales

● Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise

● Offered coupons and exclusive deals to increase quantity of customer spending

● Assessed assigned areas and displays to maintain presentable condition, restocking and reorganizing merchandise as needed.

IT HELP DESK 08/2015 to 08/2017

Rams CO

● Provided technical troubleshooting and problem resolution assistance to users, offering prompt and efficient solutions to hardware and software issues

● Managed and prioritized incoming help desk emails, ensuring timely resolution, and maintaining excellent customer satisfaction

● Conducted software/hardware installations, upgrades, and ensured compatibility and functionality across various platforms and systems

● Collaborated with cross-functional teams to develop and implement IT policies and procedures, ensuring adherence to best practices and compliance with security protocols

● Contributed to the creation of technical documentation and manuals

● Successfully backed up all user files to a Windows Server 2012

● Strengths

● Technical skills Communication abilities Problem-solving Customer service Troubleshooting Time management

EDUCATION Currently Working on... CompTIA A+ & CCNA, 02/2022 DeVry University, Some College, Pomona, CA

Some College (No Degree)

Village Academy High School, Pomona, CA

High School Diploma, 05/2014

CERTIFICATIONS Axis Certified Professional Axis Communications Serial Number: 414******-**/2022

LANGUAGES Spanish

Native or Bilingual

Contact this candidate