ANTONIO HERNANDEZ
Help Desk Technician
Hoffman Estates,IL
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols, and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
IT Help Desk Technician
Motor Werks Of Barrington
11.2022 - Current
- Collaborated with cross-functional teams to implement IT projects, ensuring seamless integration with existing systems.
- Developed technical documentation for internal use, simplifying processes for team members and end-users alike.
- Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.
- Resolved diverse range of technical issues across multiple systems and applications for customers.
- Managed hardware inventory, maintaining adequate stock levels to minimize disruptions due to equipment failure or shortages.
- Configured hardware, devices, and software to set up workstations for employees.
- Trained new team members on company-specific software applications, ensuring seamless integration.
- Managed ticketing system effectively, prioritizing urgent requests while maintaining overall response time standards.
Help Desk Analyst
Sattrix USA, City Of Crystal Lake
6 2022 - 10.2022
- Used ticketing systems to manage and process support actions and requests.
- Provided basic end-user troubleshooting and desktop support.
- Documented support interactions for future reference.
- Logged support tickets and closed when issues were resolved.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Identified and solved technical issues using a variety of diagnostic tools and tactics.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
IT Hardware Technician/Data Wiping
Sipi Asset Recovery
08.2021 - 06.2022
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Performed troubleshooting steps to get devices back up and running on Servers, Desktops, and Laptops.
- Tested and installed motherboards, RAM, processors, and graphics cards on Servers, Desktops, and Laptops.
- Connected Servers, Desktops, and Laptops to network switches made any changes in the bios needed in order to allow our programs to run through the NIC.
- Insured all storage devices successfully completed the wiping process, accessed device bios in order to remove customer info, and reset settings to factory default.
- Inspected all equipment for any damaged/missing parts, and recorded any issues resolved or relevant information.
Cable Technician
Comcast
11.2020 - 07.2021
- Completed new connects, reconnects, disconnects and service changes for residential customers.
- Tested cables using tools such as volt-OHM meters, spectrum analyzers and signal level meters.
- Performed troubleshooting of systems with techniques such as speed and ping tests.
- Installed data and telephone cable lines between outside underground or pole lines and residential and commercial buildings.
- Connected components to exterior cable systems and tested connections for adequate power and functional links.
- Repaired and updated equipment to conform to company-wide standards.
- Installed and configured new devices and system components.
- Planned layouts and ran cable into buildings and through walls, attics and crawl spaces.
Technical Support Representative
Verizon Wireless
08.2019 - 11.2020
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Answered a constant flow of customer calls in a call center environment.
- Assisted in streamlining internal processes, reducing call wait times, and increasing overall efficiency.
Education
Bachelor of Science - Cloud Computing
Western Governors University
Salt Lake City, UT 05.2024 - Current
Some College (No Degree) - Information Technology
William Rainey Harper College
Palatine, IL 08.2020 - 08.2022
Skills
Office 365 Support
Active Directory
Office Suite
Azure
Cisco Meraki
Technical Troubleshooting
Problem Diagnosis
Help Desk Ticketing Systems
Phone & Online Support
Customer Service
Timeline
Bachelor of Science - Cloud Computing
Western Governors University
05.2024 - Current
IT Help Desk Technician
Motor Werks Of Barrington
11.2022 - Current
IT Hardware Technician/Data Wiping
Sipi Asset Recovery
08.2021 - 06.2022
Cable Technician
Comcast
11.2020 - 07.2021
Some College (No Degree) - Information Technology
William Rainey Harper College
08.2020 - 08.2022
Technical Support Representative
Verizon Wireless
08.2019 - 11.2020
Help Desk Analyst
Sattrix USA, City Of Crystal Lake
6 2022 - 10.2022