Abelardo Perez
New Jersey,NJ
Summary
Motivated IT Support Specialist with hands-on experience troubleshooting hardware and software issues, analyzing network behavior, and supporting users through technical problems. Strong foundation in operating systems, networking fundamentals, ticket handling, and customer-facing communication developed through two years of service industry experience. Known for diagnosing issues quickly, documenting solutions clearly, and working effectively in fast-paced environments requiring accuracy and professionalism.
Overview
3
3
years of professional experience
Work History
Server — Customer Service
08.2022 - 06.2025
- Delivered high-quality support to hundreds of customers weekly, strengthening communication, patience, and problem-solving abilities essential for help desk roles.
- Quickly assessed customer needs, provided clear explanations, and resolved issues — mirroring IT troubleshooting workflows.
- Adapted to fast-paced environments, multitasking while maintaining accuracy and professionalism.
- Collaborated with team members to ensure smooth operations during high-demand hours.
Freelancer
01.2024 - 05.2025
Assist in network setup and configuration
· Assemble custom gaming PCs and connecting to home networks
· Troubleshoot and repaired hardware issues and connectivity problems
· Educated customers on maintaining systems
Education
Bachelor of Science - Computer Information Technology
William Paterson University
05.2025
Skills
- Technical Support: Troubleshooting, Ticketing Systems, Remote Support Tools, Documentation, User Support
- Systems: Windows OS, macOS, Linux (Fedora/Kali basics), System Configuration, Virtual Machines (VMware)
- Networking: TCP/IP, DNS, DHCP, VPNs, IPv4/IPv6, WebRTC, Network Diagnostics, Wireshark
- Hardware: Routers, Switches, Hubs, NICs, Access Points, Device Setup & Maintenance
- Security: MFA, VPN Security, Encryption Basics, Vulnerability Awareness, Zero Trust Concepts
- Programming / Tools: SQL, Java, HTML/CSS, Command Line, Power BI, SDN Concepts
- Soft Skills: Clear Communication, Customer Service, Problem Solving, Time Management
- Strong work ethic
- Exceptional customer service
- Guest engagement
- Professional appearance
- Performance improvement
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Portfolio
Solo Project
VPN Group Project
Timeline
Freelancer
01.2024 - 05.2025
Server — Customer Service
08.2022 - 06.2025
Bachelor of Science - Computer Information Technology
William Paterson University