Technical Process Specialist - IT Support Expert

EDGARDO LLANOS

Philadelphia, PA ***** 267-***-**** ********@*******.*** www.linkedin.com/in/edgardo-llanos

TECHNICAL PROCESS SPECIALIST

Results driven Technical Process Specialist with 5+ years of experience in providing technical support and troubleshooting for hardware, software, and network issues. Adept at cross-functional collaboration, troubleshooting, and implementing innovative solutions. Committed to driving operational excellence through a combination of technical knowledge and practical problem-solving skills.Proficient in diagnosing complex IT problems, implementing effective solutions, and ensuring seamless IT operations. Adept at delivering exceptional customer service and ensuring high user satisfaction in fast-paced environments.

SKILLS & PROFICIENCIES

Apple IOS DOS & Linux Hardware & Software Installation and Configuration MFA TCP/IP DNS DHCP Word, Excel, Outlook Technical Support Networking Team Building Operating Systems Interpersonal Skills Data Analysis ServiceNow Azure Access Point of Sale Customer Service Skills Public Speaking Languages: English and Spanish

PROFESSIONAL EXPERIENCE

INFOSYS, Chesterbrook, PA December 2024 – Present

Provider of IT support

Technical Process Specialist

Support of IKEA’s internal and international users, handling 20 to 40 tickets per day. Resolving tickets via email, chat, and telephone calls.

Accomplishment (Action/Result)

Diagnose and resolve hardware, software, and network-related issues for end-users.

Install, configure, and maintain computer systems, applications, and peripheral devices.

IKEA, Plymouth Meeting, PA December 2019 – December 2024

Swedish furniture store

IT Support Specialist

Support of company's internal and international users, handling 20 to 40 tickets per day. Resolving tickets via email, chat, and telephone calls. Managing users/computers in Active Directory using a GUI interface the (IMU). ServiceNow problem management expert. User authentication Azure. User administration Access.

Diagnosed and resolved hardware, software, and network-related issues for end-users.

Installed, configured, and maintained computer systems, applications, and peripheral devices.

DELAWARE HEALTH & SOCIAL SERVICES, New Castle, DE April 2019 – November 2019

Health and social services organization

Helpdesk Analyst

Assist and AWW Software Support.

Accomplishment (Action/Result)

Accomplishment (Action/Result)

THE JUDGE GROUP, Philadelphia PA June 2018 – October 2018

Business management consultant company

IT Systems Analyst

Aramark & POS Systems Software Support. Apple IOS support.

Accomplishment (Action/Result)

Accomplishment (Action/Result)

Edgardo Llanos 267-***-**** ********@*******.*** Page 2

CONDUENT, Philadelphia, PA May 2015 – April 2018

Digital business processes/solutions services

Data Analysis & Research Tech

SEPTA Key contactlessFare Program and Kiosk testing. Bus and turnstile SEPTA Keycontactless Fare equipment testing and support.

Accomplishment (Action/Result)

EDUCATIONAL TESTING SERVICES (ETS), Princeton, NJ October 2014 – March 2015

Global education and talent solutions organization

Data Analysis & Research Technician

Software testing for (PISA) Program for International Student Assessment. Test complete test assessments and questionnaires for functionality/spelling.

Accomplishment (Action/Result)

GOEMERCHANT PAYMENT PROCESS, Cherry Hill, NJ July 2013 – October 2014

Provider of merchant account services and payment integration solutions

Level 2 Technician

Determine and solve technical and POS hardware/software issues with customers on telephone. Perform QA for iPad-based POS systems.

Bullet-Accomplishments

INTERTEK(NSTL) TESTING, Blue Bell, PA July 2011 – February 2013

Provider of quality assurance, testing, inspection and certification services

Software Tester

Application testing on netbooks and laptop computers for INTEL. Application testing on tablets and netbooks for MEEGO. Application testing on android devices for MOTOROLA. Application testing on WINDOWS devices for WINDOWS MARKETPLACE. Application testing on BlackBerry devices.

SYCOM SYSTEMS, INC., Doylestown, PA January 2000 – January 2009

Cyber protection solutions company

Support Supervisor

Supervisor of POS Technical Support Dept. with 20 Technicians. Assigned and monitored service calls to Technicians. Conducted numerous reports to determine proper operation of department. Acted as mediator for employees in times of professional and personal issues. Determined and solved technical Windows based PC’s and POS hardware/software issues with customers on telephone.

Trained and acted as main contact for Spanish-speaking customers in Venezuela and Puerto Rico

Assisted with sales to customers from different Spanish speaking countries on telephone.

Main contact for largest customer, Caribbean restaurants located in Puerto Rico.

PROFESSIONAL DEVELOPMENT & CERTIFICATIONS

Computer Programming, PENNCO Tech, Bristol, PA, 2000

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