Amanda Hurtado
Quinlan,USA
Summary
Detail-oriented professional with a strong technical aptitude and passion for providing exceptional support to end users. Skilled in troubleshooting hardware and software issues, facilitating technology-related projects, deploying and managing software applications, and maintaining inventory. Excellent communication and customer service skills ensure a positive and productive technology experience for users. Reliable team player dedicated to delivering efficient and reliable technical solutions, possessing strong analytical, interpersonal, communication, cross-functional, troubleshooting, and relationship-building skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technology Specialist
Robotics Education & Competition Foundation
08.2023 - Current
- Oversaw onboarding and offboarding processes for all staff, including deactivation of user accounts, delegation of email and software access, and return tracking for company-owned devices (phones, tablets, laptops).
- Delivered comprehensive in-person and remote technical support for hardware and software issues, including printer malfunctions, application errors, and physical device failures.
- Maintained and tracked IT inventory including computers, mobile devices, and accessories (cables, adapters, flash drives, etc.) using NinjaOne RMM and SysAid for device management and ticketing.
- Authored internal and external knowledge base articles (KBAs) and SOPs to establish foundational procedures for a new IT department.
- Acted as liaison between staff and external platform developers, gathering feedback and submitting feature requests or bug reports to improve system functionality.
- Solely managed all IT purchasing and billing tasks, including preparing monthly expense reports and overseeing vendor accounts for IT-related services and tools.
- Conducted live and remote training sessions for staff on new software rollouts and updates; supervised and delegated tasks to interns during onboarding and project work.
- Partnered with various departments to understand workflow needs and introduce user-friendly technical solutions, such as Shared Drive structures, data access shortcuts, and custom Google Drive setups.
- Monitored, audited, and managed tickets within the IT ticketing system, providing detailed documentation and supporting other technicians with workload balancing and escalations.
- Led technical operations for VEX Robotics Competition events, including:
Producing and scheduling "Voice of God" (VOG) audio announcements for the venue.
Managing daily data transfers from 8–9 SSDs and 20 SD cards to the NAS system across a two-week period.
Providing onsite IT support for internal staff and addressing urgent technical needs.
Account Manager/Billing
Awt Support
01.2022 - 08.2024
- Oversee portfolio of client accounts and support as primary point of contact for billing and invoicing matters. Assure accurate and timely generation of invoices and statements by adhering to organizational billing policies and procedures. Resolve billing discrepancies and disputes by investigating issues, coordinating with internal teams, and communicating with clients. Foster professional relations with clients by effectively resolving billing-related inquiries and concerns. Collaborate with cross-functional teams for alignment on billing strategies and maintain accurate client records.
- Reviewed expenses and cancelled several unnecessary software subscriptions to achieve monthly savings of $50 to $100 per month.
- Created spreadsheets to conduct monthly audits of Remote Monitoring and Management (RMM) to keep up-to-date on invoices for clients per device plans and avoid under/overcharging.
Dispatch
Awt Support
01.2022 - 08.2023
- Receive and prioritize incoming service requests from customers and internal teams. Coordinate and schedule field technicians for service appointments based on urgency, location, and technician availability. Communicate with customers to confirm appointment details, provide estimated arrival times, and address other concerns. Keep accurate records of service requests, technician assignments, and status updates. Monitor progress of ongoing service appointments, timely resolve issues, and attain customer satisfaction.
- Managed all tickets and followed each one to ensure technicians performed required tasks/services. Created invoices on technician’s behalf, maintained proper documentation, and consistently followed-up with technicians.
Operations Manager/HR
Awt Support
01.2021 - 01.2023
- Guide all HR operations, including recruitment, onboarding, employee relations, and performance management. Define and execute HR policies and procedures while complying with employment laws and regulations. Support employee development and training initiatives, identify skill gaps, and implement appropriate learning programs. Manage employee relations matters, mediate conflicts, and promote positive work environment. Team-up with senior management to align HR strategies with business objectives and contribute to organizational growth.
- Discovered various flaws within organizational processes and procedures, devised customized solutions, and implemented new policies as per approval from senior management.
- Designed and administered wellness questionnaire to gather staff’s insights into job roles and required resources to promote positive work environment. Advocated for staff and provided support and guidance to increase retention.
Operations Manager
Awt Support
01.2020 - 01.2023
- Drive business growth and profitability through tactful implementation of long/short-term strategies. Guide team of highly skilled professionals, provide operational leadership, conform to SOPs, and effectively guide all day-to-day business operations. Uphold high quality/customer service standards throughout all phases of client engagement. Streamline all work procedures and drive bottom-line results while focusing on utmost client satisfaction. Sustain optimum staffing levels by guiding recruitment and selection process. Engage with customers, identify support needs, and timely dispatch technicians. Cover for electronics technician and resolve hardware/software issues of computers and various other electronic devices.
- Contributed to professional development of staff through training initiatives.
- Generated revenue for organization by selling broken electronics on eBay.
- Volunteered to head billing side of technical services for field and remote support department and helped business to gain additional monthly profits of $1K to $2K.
- Designed P&L report sheets to accurately review profits as well as losses and timely updated business owner.
- Acclaimed new hires to organizational work environment through comprehensive onboarding.
Electronics Technician
Awt Support
01.2016 - 01.2023
- Managed all repairs, maintenance, and troubleshooting of cell phones and computers. Diagnosed hardware/software issues, identified root causes, and implemented appropriate solutions. Repaired and/or replaced damaged components as well as led all installations, configurations, and updates of software and drivers. Provided excellent customer service by addressing technical concerns and delivering guidance/advice while ensuring customer satisfaction.
- Received recognition for repairing devices declared unfixable by other technicians.
- Went above and beyond to repair devices while upholding high-quality standards and ensuring client satisfaction.
Help Desk/Tier-1 Remote Support
Awt Support
01.2021 - 01.2022
- Delivered remote technical support and supported end-users with solving hardware, software, and network-related issues. Troubleshot and diagnosed problems through effective questioning and problem-solving techniques. Documented and tracked all support incidents, including problem identification, resolution steps, and escalation for future reference and optimization of service. Collaborated with other IT teams to escalate complex issues and participate in knowledge sharing.
- Handled and treated all tickets as urgent and immediately reached out to customers to individual issues. Engaged with supervisor to effectively provide tier-2/3 troubleshooting and swiftly resolved challenging/highly complex issues.
Assistant Manager
Awt Support
01.2018 - 01.2020
- Enabled manager in overseeing daily electronic repair operations while ensuring efficient workflow and timely completion of repairs. Delivered technical guidance and support to repair team, resolved complex technical issues, and ensured high-quality repairs. Maintained inventory of electronic devices, components, and spare parts for uninterrupted repair services. Engaged with customers to understand repair needs, provide cost estimates, and communicate repair status updates. Implemented quality control measures for conforming repairs to industry standards.
- Created technical guides on how to troubleshoot devices and enabled staff to save time and expedite service delivery.
Education
High School Diploma - BCIS, Computer Mechanics, Web Mastering
Royse City High School
Royse City, TXSkills
- Team Leadership
- Hardware/Software Installations
- Budgetary & Cost Control
- Technical Support
- Technical Issues Resolution
- Solutions Development
- Systems Implementation
- Management Reporting
- IT infrastructure planning
- IT asset management
Software & Web Applications Experience
Google Workspace
Microsoft Azure
Microsoft Office
Asana
NinjaOne
Sysaid
Slack
RobotEvents
QuickBooks Desktop & Online
Adobe
GoDaddy
Bluehost
Certification
Certified Microsoft Office Specialist Word 2013
Timeline
Technology Specialist
Robotics Education & Competition Foundation
08.2023 - Current
Account Manager/Billing
Awt Support
01.2022 - 08.2024
Dispatch
Awt Support
01.2022 - 08.2023
Operations Manager/HR
Awt Support
01.2021 - 01.2023
Help Desk/Tier-1 Remote Support
Awt Support
01.2021 - 01.2022
Operations Manager
Awt Support
01.2020 - 01.2023
Assistant Manager
Awt Support
01.2018 - 01.2020
Electronics Technician
Awt Support
01.2016 - 01.2023
High School Diploma - BCIS, Computer Mechanics, Web Mastering
Royse City High School
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