Customer Service Help Desk
Resume:
Sijifredo R. Cedillo
San Antonio, Texas
****************@*****.***
Help Desk/Application Support agent looking for a career opportunity, utilizing previous experience and skill sets with multiple applications and Electronic Health Records. Seeking an organization that can benefit from my skills in problem solving, employee training, team supervision and management. With primary focus on prompt, courteous and reliable customer service.
Communication Skills
• Expert knowledge and abilities in written & verbal communication
• Experienced in time management, task prioritization and meeting deadlines
• Training, coordination and execution of projects
• Strong leadership skills in team management
• Customer service skills geared toward customer satisfaction
Clearances:
DOD (Department of Defense) - Public Trust Security Clearance - Active
CAC (Common Access Card) – Active – Expires October 27 2026
Application Experience:
Create, Resolve and/or Escalate tickets for the following military applications. Assisted end users in their work environment to resolve application and/or technical issues.
MHS Genesis Suite (Patient Portal, Power Chart, Rev-X, Rev Cycle, Dentrix, etc.)
TOL - TRICARE Online Patient Portal- Administrator
AVHE - Application Virtual Host Environment
JKO - Joint Knowledge Online - Administrator
AHLTA - Global Account Administrator
Computer Skills:
• Windows10, Windows 7, Windows XP, Windows Vista
• MS Office Outlook, Word, Power Point, and Excel
• Computer troubleshooting
• Service Now and Remedy Ticketing Systems
• Bomgar (Remote assistance)
EDUCATION
San Antonio College - San Antonio, TX Jan.2012 – Dec.2014
• Associates of Applied Science in Computer Network Administration
Received December 2014
• Recipient of Academic Achievement Award at San Antonio College 2013
Rack-Space Open Cloud Academy – San Antonio, TX - Net Ops course, certificate received Dec. 2014
CERTIFICATES
• A+ = Inactive
• Network+ = Inactive
WORK HISTORY
Pro-Integrate / Centific
10127 Morocco #195, San Antonio Texas 78216 Feb. 2025 – June 2025
Title: Internet Researcher/Data Annotator
Responsibilities: Collect, analyze and interpret data from various online sources. Use search engines and databases to find relevant information on specific queries. Evaluate the credibility of sources and present findings. Identify trends and patterns within gathered data. Tag and organize data to identify key features, ensuring data is accurate and complete.
Personal Time Off / Caregiver
Took care of my mother in Corpus Christi Texas, who has Dementia. Jan. 2024 – Dec. 2024
Deepmile Networks Aug. 2022 – Dec. 2023
3100 Clarendon Blvd Ste. 200, Arlington, VA 22201
Title: Site Integrator/Application Support Analyst
Physical work site: Brooks Army Medical Center (BAMC)
3551 Roger Brooke Dr., San Antonio, TX 78234
Responsibilities: Managed the review, approval, and assignment of all MHS GENESIS Service-Now tickets submitted by customers and staff members. Assisted staff member end users (face to face) in their working environment to help resolve application or technical issues. Monitored and managed multiple ticket queues. Reported application service interruptions, both planned and unplanned to all related departments. Advised end users on temporary workarounds needed to perform their work during outages Created and disseminated reports containing upcoming changes to MHS Genesis applications. Collaborated on troubleshooting technical issues related to Genesis. Assisted in facilitating deployment and sustainment phases of Genesis applications.
Peraton Mar. 2020-Jul. 2022
1875 Explorer Street Reston, VA 20190
Title: Application Support Lead (Remote)
Physical work site: DHA Global Service Center (DHAGSC)
Bank of America Building (BOA)
300 Convent St Ste 400, San Antonio, TX 78205
San Antonio, Texas
Responsibilities: Trained new Application Support Tier 1 agents utilizing DHAGSC’s training programs based on roles. Assisted newly trained agents as needed and monitored their work quality and workflow. Utilized the Service Now ticketing system to create profiles and service tickets. Resolved tickets by utilizing troubleshooting techniques and/or escalating incidents to the appropriate support group. Monitored, worked and notified the specific support groups for appropriate action in various queues, to maintain specific company metrics.
Hewlitt Packard Enterprise, Perspecta, Peraton Jan. 2016 – Mar. 2020
Title: Application Support (On Site)
Physical work site: DHA Global Service Center (DHAGSC)
Bank of America Building
300 Convent St Ste. 400, San Antonio, TX 78205
Responsibilities: Utilized the Service Now ticketing system to create profiles and service tickets for military personnel and their families. Resolved tickets by utilizing troubleshooting techniques and/or escalating incidents to the appropriate support group. Assisted End Users (face to face) with application or hardware issues in their work environment. Monitored, worked and notified the specific support groups for appropriate action in various queues, to maintain specific company metrics.
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