Alex Serrano

Professional Summary

Detail-oriented IT professional with extensive experience in technology support and network administration. Proven ability to communicate complex technical concepts to diverse audiences, deliver exceptional customer service, and collaborate effectively in team environments. Skilled in troubleshooting, configuring, and maintaining IT networks and systems, with a strong focus on cybersecurity and network security protocols.

• Network Administration & Support
• Customer Service Excellence
• Troubleshooting & Problem Resolution
• Cybersecurity & Network Security
• System Configuration & Maintenance
• Technical Documentation & Reporting
• Team Collaboration & Communication
• Hardware & Software Installation

Geek Squad Agent
[BestBuy] – [Davenport, FL 33837]
[OCT, 2023] – Present

• Investigated system errors to determine root cause of issue and implement solutions accordingly.
• Developed documentation related to IT policies, processes, standards.
• Provided exceptional technology support to customers by actively listening, asking relevant questions, and delivering accurate solutions during the check-in and checkout processes.
• Installed, configured, and repaired a variety of technology devices, ensuring optimal performance and customer satisfaction.
• Monitored service queues and provided timely updates to customers, enhancing overall service experience.
• Collaborated with fellow agents to share insights and resolve complex technical issues, fostering a supportive work environment.

Information Technology Specialist (MOS 25B)
[Army Reserves] – [Orlando]
[AUG, 2021] – [Current]

• Installed, operated, and maintained computer systems and IT networks, contributing to the efficient operation of organizational technology infrastructure.
• Performed system administration and managed server environments, ensuring reliable performance and uptime for critical applications.
• Conducted network administration tasks, including the installation and maintenance of routers, switches, and various computing equipment.
• Implemented cybersecurity measures, verifying and enforcing network security policies to protect sensitive data and systems.
• Assisted in planning, configuration, and monitoring of the local area network (LAN), optimizing performance and ensuring availability.