Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Eduardo Hernandez Fraguada

Tampa,FL

Summary

IT support professional delivering top-tier technical assistance. Proficient in hardware troubleshooting, software support, and network configuration. Proven track record of implementing solutions to enhance system efficiency and user satisfaction. I am also highly skilled and certified cybersecurity professional. My expertise involve a wide range of security domains, including network security, penetration testing, threat analysis. I excel in implementing robust security measures, conducting risk assessments, and developing security strategies to mitigate vulnerabilities.

Overview

7
7
years of professional experience

Work History

IT Support Specialist

Charter Spectrum
12.2021 - Current
  • Used ticketing systems to manage and process support actions and requests.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Delivered onsite technical support for employees.
  • Managed backup and recovery of data assets to safeguard system availability.
  • Updated software to safeguard against security flaws.

Inbound Sales Agent

Charter Communicatons
12.2020 - 12.2021
  • Respond to inbound sales calls promptly and efficiently, as outlined by the required call handling metrics, to include productive time, schedule adherence, handle time, and after call work
  • Develop and deliver complex sales proposals to prospective customers and maximize additional revenue from existing customers by selling incremental products and services through use of recommended sales techniques
  • Consistently meet or exceed monthly sales goals by utilizing call-flow driven consultative sales approach
  • Establish and maintain a high level of customer satisfaction, professionalism, and courtesy during all sales transactions.

Sales Specialist

Dillards
12.2016 - 12.2020
  • Provided every customer with professional and polite support for sales and service needs
  • Processed payments and maintained accurate drawers to meet financial targets
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts
  • Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items
  • Counted cash, made change to keep organized and balanced cash register drawer
  • Specialist in Better Sportswear

Education

Associate of Science - Cybersecurity

Hillsborough Community College
Tampa, Florida
08.2023

High School Diploma - Electronics Repair

Tomas Ongay Highschool
Bayamon, PR
01.2015

Skills

  • Communication skills
  • Time management
  • English
  • Leadership
  • Computer literacy
  • Javascript
  • JAVA
  • Html5
  • CSS
  • SQL
  • Microsoft office
  • Software troubleshooting
  • System Enhancement
  • Operating System Management
  • Configuration Management
  • Analysis skills
  • Computer networking
  • TCP/IP , DNS, DHCP
  • Helpdesk Call Support

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

IT Support Specialist

Charter Spectrum
12.2021 - Current

Inbound Sales Agent

Charter Communicatons
12.2020 - 12.2021

Sales Specialist

Dillards
12.2016 - 12.2020

Associate of Science - Cybersecurity

Hillsborough Community College

High School Diploma - Electronics Repair

Tomas Ongay Highschool

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Eduardo Hernandez Fraguada