It Support Service Desk

Nathan Lomeli

917-***-**** • ******.************@*****.*** • Dallas, TX • https://www.linkedin.com/in/nathan-lomeli-869402254/

SKILLS & CERTIFICATIONS

Software: MS Office/M365, Basic CLI use (Windows 10/11, iOS & Linux), MDM, Active Directory, Virtual Desktops, VMWare Horizon, EPIC, Citrix DaaS, UMS 12, Imprivata, BMC Remedy, ZenDesk and ServiceNow Ticketing Software.

Hardware: Exposure to Mobility Products (iPhones/iPads/iOS/ Android) under an MDM. General PC Components and Printer Troubleshooting

Networking: Basic Understanding of TCP/IP Model, Common Ports, OSI Model, WAN/LAN, Cabling and VPN

Certifications: Google IT Support Certification, CompTIA Net+ (In progress)

General: Strong problem-solving and critical thinking skills, effective communication, password resets, effective typing skills, willingness to learn and adapt to new software/hardware, performing maintenance, updates and security patches.

PROFESSIONAL EXPERIENCE

Cook Children’s Health Care System Fort Worth, TX

Service Desk Associate May 2025 - Present

●Providing front-line primary technical and software support to all end users including employee’s, contractors, patients and patient families on various technical issues and problems relating to hardware and software peripherals.

●Managing and processing calls via phone with up to 15-30 calls handled daily while also handling in person visits for password resets and picking up equipment.

●Reimaging laptops, pc’s, configuring pc’s and wires for WOW (workstation on wheels), and ios corporate mobile devices like iPhones and Pads for doctors and patients making sure they are configured to the network with the formal applications needed.

●Efficiently picking up tickets in the ZenDesk queue anresolving issues on the spot or needing to forward tickets over to the right teams.

Bank of America Addison, TX

Technology Support Analyst I February 2023 - November 2024

●Responsible for Providing Global technical support to Bank of America employees that resulted in them being able to finish their daily task that a technical issue may have prevented them from completing.

●Effectively responded to common requests for support using information from knowledge systems and articles to resolve the issue on hand.

●Received up to 15-25 calls/virtual chat interactions and resolved up to 90% of issues faced.

●Promptly escalating unresolved incidents or requests as appropriate to ensure all internal bank employees receive necessary technical assistance through Erica virtual assistance and phone calls.

●Exceeded established individual performance metrics related to first call resolution, incident and call quality, adherence to schedule, and customer satisfaction.

●Internal Employee Technology Support role for a global user-base. Inbound call center, supporting customers via telephone and chat interactions.

EDUCATION

Year Up Dallas, TX

IT Helpdesk Support Specialist Student August 2022 – August 2023

●Completed a one-year, career-development program comprised of Dallas College courses, professional training, and a six-month internship in Information Technology

Dallas College Dallas, TX

Information Technology August 2022 - May 2023

●Completed a one-year, career-development program comprised of Dallas College courses, professional training, and a six-month internship in IT Help Desk Support

●Relevant coursework: Business Computer Applications, Fund of Networking Technologies, Google IT Support Pro, PC Help Desk Support, and Salesforce

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