Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Brenda Bonano

Euless,Texas

Summary

IT professional with demonstrated success and increasing levels of responsibility involving systems and appropriate solutions tailored to specific customers. Excellent interpersonal and communication skills able to interface with multiple levels of employee groups and both technical and non-technical groups.

Overview

17
17
years of professional experience

Work History

Assistant Manager

Bosch Transport LLC
08.2022 - Current
  • Ensure customer satisfaction through professional and on time deliveries.
  • Responsible for the efficient and safe scheduling/execution for the company’s logistics and dispatch .
  • Logging and tracking required documentation in relation to all applicable deliveries.
  • Responsible for all order fulfillment paperwork for invoice processing.
  • Efficiently scheduling drivers/routes for economical deliveries.
  • Ensure customer satisfaction through professional and on time deliveries.

Help Desk Technician

First Cash Financial Services, Inc.
03.2014 - 06.2022
  • Configured hardware, devices and software to set up work stations for employees.
  • Responded to support requests from end users and walked individuals through basic troubleshooting tasks.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Provided basic end-user troubleshooting and desktop support on Windows.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, systems.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Activated accounts for clients interested in new services.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Provided on-call support for critical network issues.
  • Analyzed network related issues to identify troubleshooting methods needed for quick remediation.
  • Answered 30-40 incoming calls from business customers.

Help Desk Technician

Liberty Cable Vision Of Puerto Rico
05.2005 - 11.2013
  • Deliver service and support to end-user using and operating automated call distribution phone software, via remote connection or overt the internet.
  • Interact with customers to provide and process information in responding to inquiries, concerns and requests about product and services.
  • Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients, video, VOIP.
  • Resolved username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues.
  • Providedtechnical support to users by researching and answering questions, troubleshooting problems, maintaining workstation and LAN performance. Handle inbound and outbound calls, especially software, hardware,

Education

Bachelor of Arts - Spanish Education

Inter American University of Puerto Rico Fajardo
Fajardo, PR
06.2008

Skills

Windows XP

Windows 7

Windows 10

POS (Point of Sale)

AD (Active Directory)

Networking Microsoft Office

RDP (Remote)

Troubleshooting and problem solving skills

Computer Software and Hardware Knowledge

Ticketing System Skills (Tivoli and Manage Engine)

Technical Call Center Experience

Financial Services industry knowledge

Languages

Spanish
Native or Bilingual

Timeline

Assistant Manager

Bosch Transport LLC
08.2022 - Current

Help Desk Technician

First Cash Financial Services, Inc.
03.2014 - 06.2022

Help Desk Technician

Liberty Cable Vision Of Puerto Rico
05.2005 - 11.2013

Bachelor of Arts - Spanish Education

Inter American University of Puerto Rico Fajardo

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Brenda Bonano