Bilingual Help Desk Specialist with Remote Experience

Omar L. Almeyda

***** ** **** *** **. Ocala, FL *4473 704-***-**** ********@***.***

Objective

A bilingual (English/Spanish) speaking and experienced professional working in customer service and support within a tier 1 & 2 technical help desk role. Excellent problem solving and trouble shooting skills, experienced in working with Microsoft operating systems, Cisco routers and call center network environments. Possesses interpersonal skills necessary to train others in computer systems and programs and a strong aptitude in OS installation and repairs, spy ware/ virus removal, hardware/equipment upgrades and general system troubleshooting. I have entry level experience with CISCO switches.

Experience

3/2026-4/2026

[Life Insurance Agent] [Global Life

• Trained as a Life Insurance specialist.

8/2025-12/18/2025

[Delivery Driver] [Domino’s Pizza]

• Worked for Domino’s Pizza delivering food for tips and pay.

10/2023 - 7/31/2025

[Helpdesk Agent] [CSR] [NTT DATA]

• Worked technical support for various clients to include password resets and basic troubleshooting.

• Work from home position.

08/2022 – 09/2023

[Helpdesk Concierge] [CSR] [SAGILITY]

• Assisting employees and colleagues with health insurance needs. Worked with FSA and HSA accounts.

• Work from home position.

02/2022 – 08/2022

[Helpdesk Agent] [CSR] [SPECTRAFORCE]

• Helping the Department of Health and Mental Hygiene for New York City screen calls for COVID19 and standard vaccinations. Remote work from home position.

10/2020– 01/2022

[Helpdesk Assist] [CSR] [SYKES]

• Assisting customers on their Annual Enrollments And their FSA/HSA financial accounts.

04/2020 – 10/2020

[Helpdesk] [Teir 2] [ALORICA]

• Tier 2 troubleshooting remotely with end-users from a work-from-home position. Did password re-set, took escalations to Tier 3.

10/2018 – 04/2020

[Helpdesk Agent] [Teir 2] [DUKE ENERGY]

• Used Remedy, Bomgar and other proprietary software for Helpdesk duties.

• Password resets, basic and advanced troubleshooting with software.

• Remote into workstation. Chats, triage and recovery. This was an on-site position.

06/2018 – 10/2018

[Phone Agent] [CSR] [CALL EXPERTS]

• Answering calls for many clients for an answering service. This was in Charleston, SC.

05/2018 – 06/2018

[Collections Agent] [CSR] [IQOR]

• Working in Charleston, SC as a bilingual collections' agent for Direct TV.

03/2018 – 05/2018

[Network Assistant] [Teir 3] [CDS OUTSOURCING]

• Training in network administration in a CISCO environment. This was a remote position.

03/2016– 03/2018

[Field Agent] [ON CALL] [GENIUS GOODS]

• Assisted in the development and maintenance of LAN and PAN for an internet-based company in Waxhaw, NC.

• Successfully transitioned and migrated Microsoft Operating Systems within a multiuser network environment (Windows 2000, XP and 7).

• Secured networks using both NAT and SPI hardware and software firewalls, and commercial grade anti-virus and intrusion technologies.

• Deployed a Cisco VoIP phone system as well as configured, installed and troubleshot Cisco routers and switches as needed.

• Hours had become more or less “On Call.”

09/2014– 03/2016

[Helpdesk Agent] [Teir 2 [WOW (Wide Open West) ISP]

• Supported call center environment with advanced technical support issues.

• Also provided billing and sales support.

• Troubleshot all transferred and advanced internet, cable TV and VOIP phone issues for ISP.

• Used ICOMS to track and update equipment in a Windows 7 environment.

• This position was in Colorado Springs, CO

08/2013– 08/2014

[Helpdesk Agent] [Teir 1 [APEX SYSTEMS]

• Performed a Windows 7 migration onto existing OS platform.

• Installed printers and computer systems as needed.

• Trouble shoot network connectivity issues

• Properly escalated level 2 Help Desk tickets as needed.

• Introductory exposure to Active Directory

07/2010– 08/2012

[Human Resources] [CSR [AON HEWITT]

• Worked with Remedy and Icoms for a Human Resources Company.

08/2008– 08/2010

[Technical Support] [Tier 2 [ACN]

• Assisted both English and Spanish speaking customers in a call center environment.

• January of 2009 was promoted to Tier 2 agent taking and receiving troubleshooting calls involving VOIP

• Analyzed incoming and outgoing data, diagnosed and corrected connection problems and improved Quality of Service for digital phone and videophone customers.

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