Technical Support Customer Service

ORLANDO GARCIA

IT HELP DESK SPECIALIST

863-***-**** ****************@*****.*** Lakeland, FL

CAREER SUMMARY

A results-oriented IT Help Desk/Specialist professional with 14 years of experience providing exceptional technical support to end-users, adept at troubleshooting complex hardware and software issues, resolving inquiries efficiently, and maintaining high customer satisfaction through clear communication and timely problem resolution. EDUCATION AND CERTIFICATION

Associate’s degree Branford Hall Career Institute, US-CT, Southington 2003 Certification A+ NET MCP MTA 2003

TECHNICAL SKILLS

Java, SQL Debugging Microsoft 365 Troubleshooting Network Security Window Server WORK EXPERIENCE

IT Help Desk Mettler Toledo 2017-2025

• Supported over 700+ users for Syteline program, voice (Mitel), Desktop, Laptop, Virtual server, Qual’s report, LANDesk support, patching server, Snow ticketing system and Video event support.

• Remote support to out of US users.

• Worked various network types and connections, including TCP/IP, Wi-Fi, and SOHO.

• Installed and configured laptops, desktops, and mobile devices.

• Troubleshoot device and network issues effectively.

• Installed and supported Windows operating systems, including command-line and client support.

• Diagnosed and resolved issues with PCs and mobile devices, including application security support.

• Identified security vulnerabilities in devices and implement protective measures.

• Utilized help desk ticketing systems (experience with ServiceNow is a plus).

• Monitored the Help Desk ticket queue and ensure timely resolution of P1, P2, and P3 tickets within established SLAs.

• Understanding and maintained OS system configurations.

• Installed and upgraded client systems as needed.

• Managed applications, files, and folder structures within Active Directory and SharePoint.

• Adhered to best practices for safety and environmental impact while maintaining professionalism in communication.

• Maintained organization, efficiency, and attention to detail in all tasks.

• Exhibited exceptional written and verbal communication skills, fostering positive interactions across the organization.

• Effectively managed multiple projects with changing priorities and deadlines.

• Worked effectively in high-pressure environments.

• Compiled, maintain, and prepare various operational reports and logs.

• Ensured punctuality, consistency, and regular attendance.

• Identified and escalate priority issues as necessary. Sr. IT Site Lead Support Citibank 2011- 2017

• Oversaw the technical direction of IT projects, managing a team of IT professionals, ensuring the successful delivery of solutions

• Provided technical guidance, and making strategic decisions regarding technology implementation within an organization, often involving complex systems and large-scale projects.

• Deep understanding of IT infrastructure, applications, and best practices, while also leading team dynamics and collaborating with stakeholders across different departments.

• Defined technical architecture and roadmaps for projects.

• Evaluated new technologies and recommending solutions to address business needs.

• Ensured adherence to technical standards, best practices, and security protocols.

• Provided technical expertise and guidance to the team on complex issues. LANGUAGES

English Spanish Fluent

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