Customer Service Entry-Level

LUTHER CACHO

+1-857-***-**** ***********@*****.***

https://www.linkedin.com/in/luther-cacho-25b0521a5/

Experience professional with strong interpersonal skills, preparing to take the CompTIA A+ Certification Exam. Strong background in office management project coordination, presentation, and staff training. Excellent customer service, communication in two different languages: English and Spanish. Seeking an entry-level position in the IT/Cybersecurity industry where I can utilize my problem-solving skills and technical aptitude to support a growing tech company.

TECHNICAL SKILLS

●Video Conferencing (WebEx, Zoom, Google Meet, Microsoft Teams).

●Hardware and software installation and troubleshooting.

●Active Directory: users and computer account creation and management.

●Computer hardware installation, configuration, upgrades, maintenance.

●Macintosh & Windows desktop/laptop support.

●Mobile device: iOS and Android.

●Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Access).

●Google Suite (Docs, Sheets, Gmail, Slides, Forms, Classroom).

●Manage documentation in Zendesk

●IPv4 and IPv6 Addressing.

●Virtualization Engines: Hyper-V, VMWare Workstation Player.

●Initial configuration of Cisco routers and switches.

●Configure end devices for wired and wireless network access.

●LAN & WAN connectivity

●Ethernet cabling and RJ45 jack installation and maintenance.

●Working knowledge of Windows 10 and Windows 11 Enterprise Operating System

● Skilled knowledge of HP desktops, laptops, tablets, printers and peripheral hardware components

● Functional knowledge of supported software: Internet Explorer, Endpoint Protection antivirus software, SCCM and Citrix XenApp for EPIC

● Ability to perform full disk encryption using Safe Boot

● Backup and restore user data using User State Migration Tool (USMT)

● Understanding of Ethernet topologies

● Ability to apply troubleshooting techniques and diagnostic methods

● Must be detail oriented and able to prioritize work requirements in a dynamic multi-site environment

Excellent interpersonal communication and customer service skills

EDUCATION & TRAINING

PC and Network Support Specialist Certificate 2023

Just A Start, Cambridge MA

300 Hours of hand-on laboratory experience installing, configuring, and maintaining computer hardware, operating systems, software, Cisco switches and routers. Bunker Hill Community College Coursework Completed.

●Applications/Concepts

●PC Hardware and Software

●Windows Operating Systems

●Cisco Networking

●Helpdesk Techniques

Business Communication

Computer Technician Certificate 2009 - 2011

CETEH Honduras C.A

RELATED EXPERIENCE

Network Technician

Mass General Brigham 55 Fruit Street Boston, MA 02114 2024

●Provides break/fix technical support for networked and stand-alone Partners managed devices to comply with Service Level Agreement. Prioritizes issues by level of urgency.

● Escalates unresolved issues to appropriate level 3 IS Support Services team.

● Collaborates with other Partners IS support groups as appropriate for support, troubleshooting of hardware, software, cabling, and network infrastructure problems.

● Provides setup and configuration of network devices using standard OS tools, Epic tools, and Partners developed tools. Completes with standard naming conventions and modifies existing equipment settings and environments in accordance with Partners standards.

● Participates in the execution of large hardware deployment projects or departmental moves.

● Performs scheduled preventative maintenance on desktop and laptop workstations including reimaging build, data backup and restoration, cleaning physical hardware, replacement of broken or out of warranty hardware and cable management.

● Backup and restore primary user data stored on the local hard drive of private devices using data migration software User State Migration Tool (USMT).

● Documents work performed in the work log of Incident tickets and work order Tasks within ServiceNow service management software.

● Uses the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

● Occasionally after hours and weekend work for shift coverage or to perform tasks that cannot be done during business hours.

● Assumes on-call responsibilities on a scheduled rotation.

● Other duties as assigned.

Computer Technician

The Community Practitioners Platform in Honduras - WAGUCHA Honduras C. A 2012-2014

●Updated software and hardware and installed anti-virus software, troubleshooting technical issues.

●Provided administrative support to executives and other office staff including planning, scheduling meetings and conferences and recording the minutes of the meetings.

●Answered and made phone calls, messages or emails.

●Prepared business correspondence, including meeting agendas and presentations.

●Operated a variety of office equipment, including printers, fax machines, and copiers.

●Training for young people on ecotourism, risk reduction and disasters in America.

●Training the population on organic fertilizers.

OTHER EXPERIENCE

Professional Carpenter 2016-2021

Boston, MA

●Hands-on experience in working with carpenter material

●Excellent understanding of carpentry techniques and methods of installation and construction

●Using electrical and manual equipment and measuring tools (powers saw, hammers, rulers)

●Installed structures and fixtures, such as windows, doors, framing, trimming, siding, and molding

INTERNATIONAL REPRESENTATION

COMPANY, S.A. COIRSA (professional practice) 2011

Puerto Cortes, Honduras C.A

●Provided advice on treaties and imports

●Maintained international logistics coordination

●Classified merchandise according to tariffs. Stored the goods

●Received and reviewed cargo at customs

●Checked cargo ships

●Prepared import, export and storage documents required by Customs and other government agencies

●Collected payment of duties, taxes and other charges and regulatory fees on imports and exports

Contact this candidate