Help Desk & Technical Support Specialist

Beciere Alcindor

Help Desk / Technical Support Specialist

*************@*****.*** 516-***-**** Orange, NJ linkedin.com/in/becierealcindor PROFESSIONAL SUMMARY

Technical support professional with nearly 3 years of hands-on troubleshooting, ticket documentation, and customer communication at Asurion. CompTIA A+ and Security+ certified, with four IT certifications earned in three years through structured training programs. Experience supporting students, parents, and colleagues. PROFESSIONAL EXPERIENCE

UBIF Technician (Mobile Device Repair)

Asurion

12/2023 – Present New York, NY

•Troubleshoot and resolve hardware and software issues on Google Pixel devices, keeping repeat repairs rare across nearly 3 years by running diagnostics and post-repair testing

•Explain technical issues and repair options to customers in plain language, set expectations, and resolve complaints

•Provide remote support to fellow technicians by answering troubleshooting questions and helping resolve issues raised in the team group chat

•Document repairs and manage service tickets in the company's internal ticketing system from intake through completion

Paraprofessional

Preferred Home Care of NY

02/2022 – 12/2023 Brooklyn, NY

•Supported students by identifying needs, resolving day-to-day issues, and communicating solutions clearly

•Translated in Haitian Creole for students and parents and coordinated with teachers, therapists, and service providers to keep daily operations running smoothly Assistant

Alfred State College

09/2018 – 05/2021 Alfred, NY

•Provided customer service to students by helping them check out equipment and handling their requests

•Created and tracked work orders for equipment, facility maintenance, and repair requests

•Managed and tracked recording equipment inventory within the Engineering Technology Building

•Recruited and trained new employees on department procedures and equipment handling EDUCATION

Bachelor of Business Administration (BBA)

SUNY College of Technology at Alfred

05/2021 Alfred, NY

SKILLS

Technical Support

Hardware and Software Troubleshooting, Ticketing, Remote Support, Customer Service, Documentation

Software and Platforms

Microsoft 365 (Teams, Word, Outlook)

Devices

Google Pixel repair and troubleshooting; foundational knowledge of iOS and other Android devices, laptops, desktops, and printers

Operating Systems

Windows 10/11 (training and lab experience), Android Networking

TCP/IP, OSI Model, Networking Fundamentals

CERTIFICATIONS

CompTIA Security+

Apr 2026

CompTIA A+

Sep 2023

IBM z/OS Mainframe Practitioner

Jul 2024

Google IT Support Professional Certificate

Apr 2023

TECHNICAL TRAINING

Cybersecurity Program

NPower

02/2026 – 06/2026 Brooklyn, NY

•Classroom-based cybersecurity training covering security operations, threat management, and vulnerability assessment concepts

•Studied risk management frameworks, security controls, and how network activity is monitored to identify potential threats

IBM Z Mainframe System Administrator Pre-Apprenticeship Franklin Apprenticeships

04/2024 – 07/2024 Remote

Part-Time, Self-Paced

•Self-paced labs using TSO/ISPF to practice navigating z/OS, managing datasets, and executing commands, and earned the IBM z/OS Mainframe Practitioner credential Tech Fundamentals

NPower

02/2023 – 05/2023 Brooklyn, NY

•Intensive 16-week IT training program covering CompTIA A+ preparation, operating systems, networking, virtualization, and technical support

•Practiced structured troubleshooting and root-cause analysis for hardware, software, mobile device, printer, and peripheral issues, and documented solutions for end-user problems

•Configured Windows environments and virtual machines in lab exercises and learned networking fundamentals, including TCP/IP, the OSI model, and SOHO networks

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