Alex Lima
Carol Stream,IL
Summary
Experienced Computer Technician with over two decades of expertise in IT support, systems
analysis, and customer service. Skilled in hardware troubleshooting, software installation, and
network security with a track record of resolving complex technical issues efficiently. Bilingual in
English and Spanish, excels in high-pressure environments by employing strong problemsolving,
time management, and effective communication skills. Proven ability to maintain and
upgrade systems to ensure optimal performance and reliability.
Overview
26
26
years of professional experience
Work History
Customer Service Help Desk Representative
Northwester Memorial Hospital
Winfield, IL
08.2017 - Current
- Answered [Number]+ inbound calls per day and directed to designated individuals or departments.
- Documented conversations with customers to track requests, problems and solutions.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Worked with call center Supervisor to develop customer service improvement initiatives.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Worked under strict deadlines and responded to service requests and emergency call-outs.
- Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Upheld privacy and security requirements established by HIPPA regulatory agencies.
Computer Technician
Specialty Printing Communications
Niles, Illinois
10.2022 - 11.2024
- Enhanced system reliability for 200+ users by swiftly resolving technical issues across three facilities.
- Oversaw hardware and software licenses, ensuring timely resolution of support tickets.
- Configured and upgraded PCs, conducted routine maintenance.
- Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
- Monitored and maintained network equipment, printers, copiers, and scanning devices to ensure optimal functionality.
- Expertly managed on-site and remote troubleshooting, ensuring hardware, software, and system compatibility.
- Partnered with IT departments to create and enforce policies.
- Performed routine upgrades and maintenance on more than 200 workstations and laptops to maintain system reliability.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Conducted testing of software and systems to ensure quality and reliability.
Systems Analyst
Tribune Direct Marketing Inc.
Northlake, IL
06.1999 - 03.2021
- Bolstered system security by conducting thorough vulnerability assessments,
identifying and mitigating risks. - Diagnosed and fixed issues with software applications.
- Guided the implementation of new software applications.
- Facilitated post-implementation troubleshooting for new applications and upgrades.
- Instructed end-users on optimal methods to reduce mistakes and secure crucial data.
- Spearheaded implementation of network security protocols to safeguard data.
- Collaborated with clients to assess application problems.
- Utilized innovative technologies to fulfill regional requirements.
- Integrated new features and structural components into systems.
- Diagnosed system and program malfunctions to identify root causes of issues.
Education
High School Diploma -
Holy Name Cathedral
Chicago ILAssociate of Science - Computer Science
Wilbur Wright Junior College
Chicago ILSkills
- Problem Solving
- System Upgrades
- Microsoft Office Suite
- Software Troubleshooting
- Data Privacy
- Windows Administration
- Effective Communication
- Collaboration
- Time Management
- Proficient in English and Spanish
- Customer Service
- CompTia A
- Handling Pressure
- Network Security
Timeline
Computer Technician
Specialty Printing Communications
10.2022 - 11.2024
Customer Service Help Desk Representative
Northwester Memorial Hospital
08.2017 - Current
Systems Analyst
Tribune Direct Marketing Inc.
06.1999 - 03.2021
High School Diploma -
Holy Name Cathedral
Associate of Science - Computer Science
Wilbur Wright Junior College