Technical Support Specialist with 13+ Years Experience
Resume:
Alex A. Mendiola
**********@*****.***
Professional Summary:
Seasoned Technical Support Professional with over 13 years of experience providing Computer software/hardware. Distributed desktop support technician with hands-on experience.
Able to organize work in an efficient manner and work with more than one project/responsibility at a time
Strong customer service skills, and possess strong verbal and written communication skills, and able to interact effectively at all levels
Very strong desktop support skills and detail oriented, with the ability to manage complex technical tasks while adhering to deadlines
Extensive experience with high call volume troubleshooting/Support inbound/outbound calls up to high position roles.
SkillS:
Azure
Intune
Troubleshooting
Active Directory
Ticketing System
Call Center Triage
iCloud, Virtual Migrations
TCP/IP, LAN, WAN, VLAN, VPN, VOIP, PBX, Wi-Fi
Microsoft Windows, Mac OSX, iOS
Local & Network Printing
Microsoft Office 365
Remote Desktop Utility
Wired & Wireless Network
Multiple Antivirus Software
Linux, CRM
Cloud Support
Microsoft One Drive
SharePoint
Professional Experience:
Randstad Digital Mar23-October 2025
Advanced Help Desk support
Provided remote technical assistance to clients and employees by troubleshooting software, hardware, and network issues.
Comfortable taking several inbound calls within a ticket queue
Troubleshooting Microsoft Outlook emails such as sent items not leaving the outbox.
Troubleshooting PC issues such as no start, blue screens, or frozen screen.
Routing calls properly.
Also .pst issues and outlook profile issues overall.
Troubleshooting corrupt windows profiles
Guided users through problem resolution via chat, email, or phone, and escalated complex issues to higher-level IT teams.
Strong communication, customer service and problem-solving skills, along with familiarity with remote desktop tools, ticketing systems, and standard and non-standard business applications.
Cloud Support, Office 365, Microsoft One Drive and SharePoint.
HCL Dec22-March 2023
Help Desk support
Managed deployment of enterprise-level workstations and tablets while providing technical support and assistance for incoming incidents and requests related to computer hardware and applications
Comfortable taking several inbound calls within a ticket queue
Troubleshooting Microsoft Outlook emails such as sent items not leaving the outbox.
Troubleshooting PC issues such as no start, blue screens, or frozen screen.
Routing calls properly.
Also .pst issues and outlook profile issues overall.
Troubleshooting corrupt windows profiles
HP - Bank of America - TEXAS October 6th 2014 – Dec 22
Desktop Support
Oversee refresh project for all Bank of America’s in Texas and surrounding states. Responsible for all computer technicians’ work. I am responsible to QC all work performed on site. Refreshing all Computers; Tablets, MICR’s, Validator’s; QST’s; MFP’s; Servers; UPS’s and all other peripherals needed to satisfy HP/BOA.
Worked from home to assist customers from all over the USA for a wide range of issues with application, connectivity, profile, password maintenance, phone support, Blackberry,
Attended HP leadership meetings to help improve with department building, managing people, and how to be a great example for the tech's
Familiar with proper routing of calls
that I had to train for this position.
Troubleshooting Microsoft Windows 7, 10 and MacIOS profile issues
Extensive Application knowledge and troubleshooting skills, worked closely with
Extensive experience with .pst issues corrupt outlook profiles
Comfortable taking several inbound calls within a ticket queue
Aetna Health Care Office - San Antonio, TX Aug '09 – October 6th, 2014
Technical Support Analyst Site Lead
Resent experience through Aetna with VMware; Citrix; WebEx; Jet Admin; Merger; and Citrix Director Admin Console.
Worked from home to assist customers from all over the USA for a wide range of issues application, connectivity, profile, password maintenance, phone support, Blackberry, etc.
Attended leadership meetings to help improve with department building, managing people, and how to be a great example for the tech's that I had
to train for this position.
Extensive Application knowledge and troubleshooting skills, worked closely with application specialist and programmers to remedy anomalies and inconsistencies.
Installed hardware/software and decommissioned equipment off our Avaya phone system and troubleshooting phones and VOIP phones for users on the floor and at home.
Network engineers worked closely with me on changes, upgrades, outages, installations in our server room.
Assisted Exchange server engineers with server backups and maintenance and break fix.
Responsible for decommissions of PC workstations and Laptop training labs as well as all PC and Laptop refreshes
Communicated with IT Directors on licensing issues associated with the new software deployed with the refresh projects.
Part of a team that connected systems to the network adding them to specific domains and mapped selective network drives.
Administered permissions, limited certain users' access to sensitive data and material
Mapped peripherals and granted access to office tools and equipment
Maintained logs of all assets, turned in reports to the warehouse and asset management on product leaving and returning to asset management
Provided same day support to remedy issues dealing with networking, phone connectivity, data migration from Lotus Notes, outlook .pst files, and Microsoft Office
Provided phone support to remote users using VNC, VPN, and RDC
Environment: Windows 7/Vista/XP/2K, Microsoft 2003 Server, MS Office 2003/2007, 2010 Active Directory, Oracle, Crystal reports, Business Objects
Wachovia Corporate Office - San Antonio, TX Dec '08 - Aug ‘09
Technical Support Analyst
Responsible for decommissions of PC workstations and Laptop training labs as well as all PC and Laptop refreshes
Communicated with IT Directors on licensing issues associated with the new software deployed with the refresh projects.
Part of a team that connected systems to the network adding them to specific domains and mapped selective network drives.
Administered permissions, limited certain users' access to sensitive data and material
Mapped peripherals and granted access to office tools and equipment
Maintained logs of all assets, turned in reports to the warehouse and asset management on product leaving and returning to asset management
Provided next day support to remedy issues dealing with networking,
phone connectivity, data migration from Lotus Notes, outlook .pst files, and Microsoft Office data
Provided phone support to remote users using VNC, VPN, and RDC
Environment: Windows Vista/XP/2K, Microsoft 2003 Server, MS Office 2003/2007, Active Directory, Mac
CitiBank Headquarters - San Antonio, TX Mar '07 - Dec ‘08
Dell Desktop Support Consultant
Duties were to provide technical support for supported desktops, laptops and peripherals as well as software installation and configuration
Maintained standard software configurations, including troubleshooting, loading and configuring software images; also supported applications and drivers
Installed, supported and performed troubleshooting of approved desktop software
Provided planned maintenance, moves, adds and changes, recommending hardware and software solutions, including new acquisitions and upgrades
Communicated effectively with multiple customers and co-workers which included consulting with the helpdesk on helpdesk calls, providing phone support and diagnostics to remote customers, documenting activities, processes and procedures
Assisted in assessing new network technologies as required
Monitored system performance, logs, and metrics, strong problem-solving skills and inherent decision-making ability
Recommended alternative solutions to reduce cost and improve network performance along with ads, moves, changes and deletes to the data
network hardware and software
Environment: Windows Vista/XP/2K, Microsoft 2003 Server, MS Office 2003/2007, Active Directory, Mac
Rackspace Managed Hosting - San Antonio, TX Oct '06 - Mar ‘07
Monitoring Technician
Troubleshoot errors such as SSH, HTTP, Web port, HTTPS, MOMS, Nimbus, Load Balancers, Oracle, and call the customers and create as little downtime as possible
Created and maintained systems, procedure documentation, and knowledge transfer to ISD'(tm)s Microsoft Active Directory Systems Administration team - had to be familiarized with the five roles concerning Flexible Single Master Operation (FSMO)
Trained new hires at such a fast pace environment
Interacted with corporate with decisions on special projects and ways to better the monitoring team and Rack space as a whole
Member of the Rack Pack- make ones move from out of state, UK and
new hires as comfortable as possible
Maintained directory structure, delegating administration, setting up trusts, monitoring replication, installing domain controllers, creating logon scripts, and resolving directory related issues.
Altex Computers & Electronics - San Antonio, TX May '04 - Oct ‘06
Computer Technician
Hands on PC repair, troubleshoot & repaired desktop, laptop, servers, and phone equipment
Custom cabling, soldering, service calls, phone support, and sales
Assisted in standardizing PC configurations and providing hardware/software updates including Operating System, Network Client,
hard drive, memory, CD-Rom, Printer, Scanner, etc.
Environment: Windows Vista (beta), 2003, XP, 2K, Active Directory, Mac
Dinastia Computers - San Antonio, TX Jun '01 - May ‘04
System Administrator
Maintained series of workstations, printers and servers on a network, interacted with corporate with decisions on special projects and Microsoft {WHQL} Certifications
Became knowledgeable of the seven layer network protocol (OSI Model), Active directory, and RID Master
Covered rotating on-call responsibilities during off-hours with the availability to provide after-hour coverage on a periodic basis
Performed troubleshooting of common desktop support issues, company's standard PC Hardware and peripherals
Performed miscellaneous job-related duties as assigned
Coordinated normal backup and recovery procedures with County Windows Server Administration team
Replicated, populated, and updated tasks related to the user directory environment.
Environment: Windows XP, 2K, Active Directory and Mac
Education:
Laredo Community College
Applied Science Associate Degree
Computer Electronics Technology with a Specialization in Networking Biomedical Equipment and Telecommunications
Other:
*Bilingual (Spanish & English)
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