Help Desk Technician

YONARY MEJIA

Gainesville, VA ***** 571-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Friendly Help Desk Technician with 2 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. SKILLS

• Advance knowledge of Microsoft Office 365

including (Outlook, Word, Excel, and PowerPoint)

• 3+ Years of work experience in an office

environment.

• Closing Tickets

• Installing firewalls and routers.

• Familiarity with physical, network, and software security

• Installing and configuring computer hardware and software

• Computer Hardware Knowledge

• Helping employees with technical issues

• Maintaining local area networks (LAN), wide area networks (WAN), storage area networks (SAN),

and virtual private networks (VPNs)

WORK HISTORY

IT Help Desk Associate – Feb 2022 – Present

Inova Fairfax Hospital – Fairfax, VA

• Performs remote troubleshooting through diagnostic techniques and pertinent questions

• Documents work in the ITSM tracking tool and utilize the Knowledge base for troubleshooting and when appropriate, dispatch following Standard Operating Procedures (SOPs)

• Updates Aging Tickets (incidents and requests) in individual agent queues at least every 48 hours to ensure customer issues are not forgotten and either resolved or escalated to appropriate support teams for resolution

• Provides EPIC Application/Platform Support

Residential Counselor – Nov 2017 – Feb 2022

Youth for Tomorrow – Bristow, VA

• Oversaw physical care of YFT residents and maintained structure

• Attended and observed interdisciplinary teams to ensure access to activities

• Thoroughly and accurately documented any required forms prior to ending shift

• Participated in all training mandated by YFT and continuously pursued training opportunities to meet the standards set forth

Office Medical Receptionist – Dec 2019 – Dec 2020

Chantilly Family Medicine – Chantilly, VA

• Greeted and accurately registered patients into the practice management system

• Communicated with insurance companies and other medical offices to obtain referrals and verifications of coverage

• Answered and screened office calls, made patient appointments, took messages, and redirected calls as appropriate

• Provided clinical assistance to the physician and prepped patients as needed

• Maintained patient accounts by obtaining, recording, and updating personal and financial information EDUCATION

Associates Computer Science, Cybersecurity: Oct/2023 ECPI University - Manassas, VA

TECHNICAL SKILLS AND QUALIFICATIONS

• Operating Systems: Windows 7,10,11; Unix; Linux; MAC OS; Android OS

• Languages: C++, Python, Java

• Software: Azure, Microsoft: Visio, Word, Excel, PowerPoint

• APIs & Networks: IP, LAN, WAN, ISP, AWS, Cisco Firewalls.

• Protocols & IP: DNS, BPG.

• Currently pursuing and studying for CompTIA Security Plus certification.

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