Cristian Luther
Mesa,AZ
Summary
Experienced IT Help Desk Technician proficient in troubleshooting and resolving computer system issues. Skilled at providing technical support for software and hardware problems. Documented all system issues accurately and efficiently. Improved customer satisfaction ratings in previous roles.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician
Aurelius Solutions
Mesa, AZ
04.2018 - 10.2024
- Maintained various databases of customer hardware, service requests, and support tickets.
- Managed the configuration and setup of customer accounts and systems.
- Supported telephony systems such as VoIP phones and PBXs.
- Installed and configured new hardware, software and peripheral devices.
- Managed inventory of IT equipment such as laptops, printers, routers.
- Performed regular maintenance tasks such as virus scans, system backups, disk cleanups, and software updates on customer servers.
- Set up virtual private networks for secure remote access.
- Served as first point of contact for incoming technical service calls and emails.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Investigated security incidents, utilizing event log files from servers and devices.
- Resolved complex technical problems by researching solutions online or consulting with subject matter experts.
- Worked with service providers to facilitate repairs for end users.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Resolved record-breaking backlog of support tickets.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Participated in after-hours on-call rotation for critical support needs.
- Read technical manuals, trade publications, and attended seminars to maintain knowledge of hardware and software.
Education
High School Diploma -
Sunlake High School
Land O' Lakes06-2015
Skills
- Hardware installation
- Software Installation
- Network configuration
- System Administration
- Ticket support system management
- Desktop support
- Technical Support
- Application support
Affiliations
My two favorite activities include hiking with family every weekend and reading fiction or graphic novels.
Certification
Mitel (ShorTel) Connect Director Administrator
Meraki Network Administrator
Webroot Master Partner (2019-2020)
Accomplishments
I worked my way up from Data Entry to full IT Helpdesk Technician for Aurelius Solutions after learning telecommunication, networking, and cybersecurity.
I personally programmed over 300 sites for a new customer (AMDPI) in Mitel Connect Director and became the first point of contact for any service related issues with their Mitel products, ATA, and Meraki network.
References
References available upon request.
Timeline
IT Help Desk Technician
Aurelius Solutions
04.2018 - 10.2024
High School Diploma -
Sunlake High School
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