Help Desk Technical Support

Christopher Heras

*** **** ******* ******, ***********, SC 29485 516-***-**** *****.********@*****.*** EDUCATION AND SKILLS

Nassau Community College – Garden City, NY 2021 - 2023 Cybersecurity A.S (GPA: 3.3)

Farmingdale State College – Farmingdale, NY 2023 -Present Computer Security Technology B.S (GPA: 3.0)

Skills & Abilities: Investigation, Critical thinking, Problem solving, Attention to detail, Desire to learn, Proficient in Linux, Microsoft, and MAC OS, Proficiency in Microsoft Suite applications, Experiences in ticketing systems such as Solar Winds. Awards: AAM (Army Achievement Medal) 2016-2017, ARCOM (Army Commendation Medal) 2016 -2017.

Languages: English and Spanish

Professional Experience:

Liberty Dental Plan - Uniondale, NY

Help Desk Technician 2018 - 2021

● Resolved over 1,000 technical support tickets, consistently meeting or exceeding service level agreements (SLAs) while ensuring high user satisfaction.

● Successfully migrated more than 100 employees to fully remote work environments during the COVID-19 pandemic, enabling seamless business continuity through efficient configuration of remote access solutions.

● Imaged, configured, and deployed over 500 desktop and laptop systems across various departments, ensuring standardization and security compliance.

● Provided onsite and remote IT support for two office locations in the New York and New Jersey tri-state area, managing infrastructure, hardware, and end-user needs.

● Diagnosed and resolved technical issues involving desktops, laptops, kiosks, IP cameras, servers, and VOIP phone systems, minimizing downtime and improving operational efficiency.

● Enforced cybersecurity best practices, maintained endpoint security measures, and conducted user training to promote safe computing habits and compliance with organizational security policies.

United States Army/National Guard

Multichannel Transmission Operator Maintainer 2014 - 2020

● Operated and maintained a wide range of communication systems, including satellite terminals, radios, and computer networks, to support mission-critical operations for a U.S. military unit.

● Provided Tier I/II help desk support, troubleshooting hardware, software, and connectivity issues in high-pressure environments with minimal downtime.

● Managed and serviced internet connectivity for multiple units across remote locations in Afghanistan, ensuring consistent and secure communication capabilities.

● Maintained strict adherence to military cybersecurity protocols, handling sensitive data and equipment in accordance with DoD standards and operational security (OPSEC) guidelines.

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