Alberto Rueda-Loya
Phoenix,AZ
Summary
Outgoing IT Professional experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Helpdesk Support Supervisor
Comtech EF Data
03.2008 - 06.2023
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Coached employees through day-to-day work and complex problems.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- In charge of selecting and acquiring hardware for desktop and laptops users, along with purchasing of peripherals like printers, keyboards, mice, etc.
- Lead and coordinate implementation of companywide major projects like, OS upgrades, domain transition, change to Wi-Fi connectivity from wired connectivity, etc.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
IT Support II Technician
Comtech EF Data
09.2007 - 03.2008
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Trained users on how to operate components and systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to telephone, email and in-person inquiries regarding PC operation, use and repair.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provide remote assistance to users on other domestic locations and overseas.
- Provide support for VIP's, video conferencing, asset management, provide user support for: OneDrive, Teams, RSA soft/hard tokens, mobile devices, document, track, and monitor problems to ensure timely resolution.
IT Support Technician
Comtech EF Data
10.2005 - 09.2007
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Trained users on how to operate components and systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to telephone, email and in-person inquiries regarding PC operation, use and repair.
- Provide remote assistance to users on other domestic locations and overseas.
Education
Bachelor of Science - Information Technology
University of Phoenix
Tempe, AZ05.2014
Associate of Science - Network And System Administration
Apollo College
Phoenix, AZ01.2005
Skills
- Professional Relationships
- Meeting Coordination and Support
- Deployment Support
- Employee Performance Evaluations
- Operational Support
- Customer Service Management
- Mobile Devices
- Computer Repair
- Printer Support
- Incident Response
- Microsoft Products
- Active Directory
Certification
- A+ Certified Professional, Comptia
Languages
Spanish
Native or Bilingual
Timeline
Helpdesk Support Supervisor
Comtech EF Data
03.2008 - 06.2023
IT Support II Technician
Comtech EF Data
09.2007 - 03.2008
IT Support Technician
Comtech EF Data
10.2005 - 09.2007
Bachelor of Science - Information Technology
University of Phoenix
Associate of Science - Network And System Administration
Apollo College