Technical Support Specialist
Resume:
Cristina Diaz Casanova
Boston, MA *****
m: 781-***-****
****************@*****.***
Professional Summary
Results and detail-driven professional with a career-long record of troubleshooting, technology solutions, and technical support success
Proven talent for aligning business strategy and objectives with established solutions development and technical support paradigms to achieve maximum operational impacts. Success-focused professional with the ability to perform the implementation of network and operating systems, conduct the troubleshooting and resolution of technical issues with hardware and software, and lead the delivery of top-quality technical support to end users. Exceptionally dedicated professional with keen interpersonal, communication, and organizational skills, as well as expertise in conducting the monitoring of server/network status, carrying out the administration and maintenance of networks and systems, and devising and developing innovative technology solutions.
Core Competencies
Technical Support
System/Network Administration
Remote User Support
Leadership & Collaboration
Relationship Management
Troubleshooting
Mobile Device Management
Customer Service
Document Management
Project Management
Technology Solutions
Asset Management
Technical Testing
Analytical Thinking
Problem-Solving
Professional Experience
ASCENDION, NJ, MARCH 2024- PRESENT
NETWORK AMINISTRATOR (LEVEL 2) - Santander Bank, NA
Windows 10 installation on ATMs/computers
Employ a wide range of systems and technologies in the provision of technical support including Software distribution tools (Symantec CSP, ATM Tools, BigFix, SCCM, IBM BigFix Console, ADH Console, SmartClient).
Remotely installed supported software to 250 ATMs replacements, and deliver solutions in a complex network environment.
Provided remote support to ATM technicians onsite for the installations of new Win 10 ATMs from Santander US ATM LAB
Worked in a highly secure environment that included the delivery of money from BRINKs to ATMs.
Wipro Limited, NJ, September 2021 to November 2023
DESKTOP & FIELD ENGINEER (LEVEL 2) – TAKEDA PHARMACEUTICAL
Lead the delivery of top-quality real-time support to everyday users remotely and in-person to meet their needs.
Conduct the troubleshooting, diagnosis, and resolution of hardware and software issues in a timely manner.
Effectively utilize ServiceNow to route and document tickets and carry out the administration of Microsoft Active Directory and Okta.
Perform extensive analysis into hardware, software, and application problems and issues for networked and standalone computer systems.
Furnish ongoing training, coaching, and mentoring to new staff members to further their growth and development.
Utilize expertise and experience to provide technical support for hardware, mobile devices, Apple iOS and devices, and other technical equipment and assets.
Employ a wide range of systems and technologies in the provision of technical support, including Adobe Acrobat, Microsoft Intune, Active Directory, and more.
Spearhead the creation, development, and implementation of innovative technical solutions to swiftly resolve problems.
Undertake and complete a wide range of key projects related to technical support to allow for maximum success.
NSC Global, White Plains, NY, July to December 2020
DESKTOP SUPPORT ENGINEER (LEVEL 2)
Carried out the maintenance, analysis, troubleshooting, and repair of computer systems, hardware, and computer peripherals.
Served in an integral role by documenting, maintaining, upgrading, and replacing hardware and software systems.
Provided top-quality technical support and maintained user account information, including rights, security, and systems groups.
Insight Global, Boston, MA
BREAK-FIX TECHNICIAN – RAYTHEON-DXC TECHNOLOGIES, March to July 2020
Leveraged expertise to furnish basis consulting and desktop support at Raytheon Technologies to ensure success.
Performed the assessment and testing of PC hardware, administered OS imaging, and executed hardware deployments.
IT PROJECT COORDINATOR/LEAD MIGRATION DESKTOP TECHNICIAN, June 2019 to February 2020
Oversaw the coordination of various projects for Santander Bank to support Windows 7 to Windows 10 migration program for all retail branches and back office users.
Carried out the coordination of project status reports, project schedules, and project activities while documenting all project phases.
Orchestrated the execution of a wide range of project management activities and provided motivation and support to the project team to guarantee high-quality and accurate endpoints for all users.
Handled the effective administration of project resources and dispensed regular updates to senior business management.
Spencer Technologies, Location, March to June 2019
REMOTE HELP DESK/COMMAND CENTER AGENT
Charged with furnishing top-quality phone support for technician calls and utilized scripts to respond to issues.
Conducted remote installation and configuration of point-of-sale retail technologies and analyzed troubleshooting, and documented technical issues.
Led the delivery of top-quality network support to field technicians to allow for the timely resolution of issues.
Pomeroy Infrastructure Optimized, Hebron, KY, August 2016 to February 2018
FIELD IT TECHNICIAN
Tasked with overseeing the delivery of top-quality IT services for Albertsons, one of the largest food and drug retailers in Massachusetts.
Administered standard break-fix triage for hardware and software on end-user systems and repaired all approved standard technology hardware, including PC/Server, Network, RF hardware, and Lexmark printers.
Conducted the troubleshooting of issues to resolution and oversaw the installation of hardware and software.
Dispensed exceptional technical, network, and remote connectivity support to customers and operated with a strong focus on meeting goals and SLAs. Maintained equipment inventory controls and policies.
Cooperated effectively with Support Center on the assignment of problems and provided support to issues and concerns with computer systems.
Closely collaborated and communicated with all Corporate IT groups for on-site support and technology resolutions.
Hewlett Packard Processing Center, Location, September 2015 to June 2016
PC TECHNICIAN
Oversaw the ongoing maintenance and updating of the inventory of existing computer and IT equipment systems for over 120 company PCs.
Administered the routine maintenance, installation, integration, and updating of company and multi-vendor systems.
Performed the testing, upgrading, troubleshooting, and imaging of desktop computers, laptops, software, networks, and operating systems.
Furnished training, coaching, and support to users on Windows-based local and remote desktop systems and the Microsoft Office Suite.
Carried out the inventorying and decommissioning of existing equipment and performed the installation of new equipment.
Previous Experience
SmartSource Staffing, November 2013 to August 2017 ON-CALL TECHNICIAN
Super Cuts, July 2010 to January 2016 HAIR STYLIST
Pomerants Staffing Service, April 1997 to July 1999 CALL CENTER CUSTOMER SUPPORT REP.
Education and Certifications
Network Administration, 2019
Network Technology Academy Institute, Malden, Massachusetts
Cisco Certified Network Associate (CCNA), September 2016
A+ Certified, July 2013
Cisco Certified Network Professional (CCNP), preparing to take the exam
Azure DevOps, independently studying
Technical Expertise
Microsoft Windows 7, 8, and 10
Mac OS
HP, IBM, and Lexmark Printers
ServiceNow
Microsoft Active Directory
Cisco AnyConnect VPN
Additional Information
Languages: English, Spanish fluently
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