Support Specialist It
Resume:
Eric Aquila
IT Specialist
Contact Professional Summary
Experienced Senior IT Support Specialist with a proven track record of resolving complex technical issues and providing tailored technical advice. Proficient in software installation and remote support, with a strong focus on customer service and complaint resolution. Skilled in network management and server maintenance, adept at troubleshooting network problems and delivering effective user support.
Converse, TX 78109
***********@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employe
Work Experience
Iron Systems-New Braunfels, TX
August 2024 to February 2025
Handled customer complaints and escalated issues according to procedures.
Configured and tested new hardware and software.
Troubleshot issues on device-specific problems, network performance, and internet connectivity.
Supported customers and colleagues with catered technical advice.
Diagnosed issues through process of elimination by asking probing questions.
Delivered support for internet service and connectivity-related issues pertaining to operating system, PC, and browser configuration.
Provided customers with overview of installation activity, site- specific information, and access to technical contacts. Identified and solved technical issues with variety of diagnostic tools.
Managed and maintained network security systems.
Created and maintained technical documentation.
Interpreted and communicated customer issues through internal case tracking system.
Education
Full Stack Network
Associate in Network
Engineering in Network
Engineer Candidate
NGT Academy - Remote
Jul 2024 to Present
CompTia A+ in
Information Technology
ACI Learning - Remote
Nov 2020 to Mar 2021
CompTia Net+ in
Computer Networking
ACI Learning - Remote
Nov 2020 to Mar 2021
CompTia Sec+ in
Information Security
ACI Learning - Remote
Nov 2020 to Mar 2021
High school diploma
Petaluma High School
Sept 1990 to May 1994
Senior IT Support Specialist
Maintained detailed records of customer interactions and transactions with accurate documentation.
Set up equipment for employee use, performed and ensured proper installation of cables, operating systems, and appropriate software.
Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications.
Created detailed reports outlining the status of each technical issue reported by customers.
Regarded computer software and hardware operation resolved problems.
Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
Referred major hardware and software problems and defective products to vendors and technicians for service.
Diagnosed network problems by running ping tests and traceroutes to isolate the source of the issue.
Maintained records of daily data communication transactions, problems, and remedial actions taken and installation activities. Diagnosed complex network problems by gathering
information from multiple sources.
Prepared evaluations of software and hardware and
recommended improvements and upgrades.
Entered commands and observed system functioning to verify correct operations and detect errors.
Skills
Microsoft office specialist
(MOS) •
Call recordkeeping •
Software diagnosis •
Troubleshooting network
issues •
Operating systems •
Software upgrades •
Access issue resolution •
Verbal and written
communication •
Written communication •
Performance testing •
Network configuration •
Adaptability and flexibility •
Issue troubleshooting •
Technical support •
software Remote technical
support •
Hardware diagnostics •
Application support •
Desktop support •
Hardware upgrades •
Customer service expert •
Data entry •
Issue escalation •
Windows 10 •
Remote support •
Ticket management •
Technical issues analysis •
Complaint resolution •
Customer service •
Help desk support •
Hardware and peripherals
Computer system
diagnostics •
Computer diagnostics •
Videoconferencing •
User support •
Network Management •
Staff education and
training •
Microsoft outlook •
Hardware and software
configuration •
Hardware configuration •
MS office proficiency •
Desktop Support Specialist II
Dyo Path-Seguin, TX
September 2021 to May 2024
Resolved network connectivity issues by configuring routers and switches.
Implemented backup solutions to protect confidential data from loss or corruption.
Repaired faulty components on laptops and desktops such as hard drives and RAM modules.
Performed system maintenance tasks such as disk clean-up, defragmentation, virus scanning, and patching.
Supported end users with basic troubleshooting steps before escalating incidents further.
Diagnosed problems remotely using remote access tools such as VNC or LogMeIn
Monitored system performance using a variety of monitoring tools such as SolarWinds.
DHCP/DNS ethernet and
firewall •
Support case resolution •
Hardware troubleshooting
TCP/IP •
Incident tracking •
Online chat support •
Antivirus software •
proficient Time
management •
Wide-area networks •
System diagnostics •
Service support •
Application installations •
User credential
management •
Technical troubleshooting
LAN/WAN •
expert Security protocols •
Software installation •
Server Management •
Active listening •
Network diagnostics •
Active Directory •
IT support •
Computer networking •
Microsoft Office •
VPN •
LAN •
IT •
Software troubleshooting •
Windows •
Responded quickly to incidents reported through help desk tickets or emails.
Provided technical assistance over the phone for users located in different offices.
Configured user accounts in Active Directory to ensure proper security permissions were set up.
Installed, configured, and maintained desktop computers, printers, scanners, and other peripheral devices.
Assisted with migrating user data from old PCs to new ones when necessary.
Performed regular maintenance checks to ensure optimal operation of workstations.
Troubleshot various networking issues such as IP address conflicts and DNS errors.
Maintained inventory of all company-owned computer equipment and software licenses.
Assisted users with the installation of applications and provided training on their usage.
Provided technical support for Windows and Mac OSX systems, including troubleshooting hardware and software issues.
Coordinated with vendors for warranty repairs or replacement of defective parts.
Worked closely with other IT staff members to resolve complex technical problems.
Teamwork and collaboration
Tracking and documentation
Device installation
Set up equipment for employee use, performed and ensured proper installation of cables, operating systems, and appropriate software.
Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications.
Diagnosed network problems by running ping tests and traceroutes to isolate the source of the issue.
Maintained records of daily data communication transactions, problems, and remedial actions taken and installation activities. Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
Created detailed reports outlining the status of each technical issue reported by customers.
Diagnosed complex network problems by gathering
information from multiple sources.
Regarded computer software and hardware operation resolved problems.
Referred major hardware and software problems and defective products to vendors and technicians for service.
Certifications
and Licenses
Microsoft Office Specialist
CompTIA A+ Full Stack
Network Associate
CompTIA Network+
CompTIA Security+ ITIL
Certification
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