Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
Generic

Elijher Quinones

Buford,GA

Summary

Motivated Help Desk Analyst with a successful track record of providing technical support to customers by phone, email, and web-based chat. Proficient at resolving technical problems by carefully listening to customers and conducting appropriate research to develop solutions. Meticulous in recording information so teammates have clear understanding of issue and steps for resolution.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Help Desk Analyst II

Prime Care Technologies
Duluth, Georgia
02.2025 - Current
  • Provided effective end-user support, resolving technical hardware and software issues through various communication channels.
  • Documented, tracked, and monitored support requests, ensuring timely resolutions, and adherence to standard procedures.
  • Promoted proactive support actions, significantly reducing recurring errors, and enhancing user satisfaction.
  • Provided comprehensive technical support to users, resolving issues related to hardware, software, and operating systems.
  • Utilized effective troubleshooting skills to enhance user experience, achieving a 95% satisfaction rate.
  • Collaborated with cross-functional teams to streamline support processes, reducing average resolution time by 30%.
  • Contributed to a hybrid work environment at Prime Care Technologies, fostering communication and efficiency.
  • Trained and mentored new employees, fostering a positive learning environment to enhance team performance.
  • Ensured quality work ethics for new employees, and contributed to operational efficiency. Promoted continuous improvement initiatives, resulting in streamlined processes, and increased productivity.
  • Assisted in troubleshooting network connectivity and user access problems.
  • Diagnosed hardware and software issues for various systems and applications.
  • Provided technical support to users via phone and email communication.
  • Documented support requests and resolutions in ticketing system accurately.
  • Conducted user training sessions on software applications and tools.
  • Collaborated with team members to improve customer service processes.
  • Researched solutions for common technical problems to enhance support efficiency.
  • Created new accounts, reset passwords, and configured access to servers and file management software for users.
  • Actively monitored incoming emails related to help desk tickets.
  • Researched, diagnosed, troubleshot, and identified solutions for customer issues.
  • Troubleshot daily IT desktop client issues, supporting multiple departments, and various offices.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Worked closely with other IT teams for successful completion of projects.
  • Supported customers with online billing, access, and account issues.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Coordinated with vendors as needed for resolving complex issues.
  • Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.

Help Desk Analyst Tier 1

Prime Care Technologies
Duluth, Georgia
06.2024 - 02.2025
  • Provided comprehensive technical support to users, resolving issues related to hardware, software, and operating systems.
  • Utilized effective troubleshooting skills to enhance user experience, achieving a 95% satisfaction rate.
  • Collaborated with cross-functional teams to streamline support processes, reducing average resolution time by 30%.
  • Contributed to a hybrid work environment at Prime Care Technologies, fostering communication and efficiency.
  • Assisted users with account access and authentication challenges efficiently.
  • Monitored ticketing system for timely resolution of help desk requests.
  • Provided remote support for customers experiencing networking issues.
  • Created user accounts in Active Directory environment as per organizational standards.
  • Created user accounts in Active Directory, granting appropriate permissions to resources.
  • Managed user accounts, security groups, computer objects in Active Directory environment.
  • Configured VPN connections for remote users accessing the corporate networks.

Training Ambassador

Amazon
Braselton, Georgia
04.2016 - 12.2019
  • Facilitated training sessions for new hires on operational procedures and safety protocols.
  • Assisted in developing training materials to enhance employee understanding of workflows.
  • Trained and mentored new employees, fostering a positive learning environment to enhance team performance.
  • Managed inventory counts, and ensured quality assurance while contributing to operational efficiency.
  • Promoted continuous improvement initiatives, resulting in streamlined processes and increased productivity.
  • Managed the Amazon Robotics KIVA system and floor operations for optimal efficiency.
  • Coordinated onboarding processes to ensure smooth transitions for new team members.
  • Delivered feedback to improve training programs based on participant engagement and performance.
  • Supported ongoing education initiatives to keep staff updated on Amazon policies and systems.
  • Collaborated with leadership to identify training needs across various departments and roles.
  • Monitored trainee progress and provided additional support when necessary for skill development.

Education

Some College (No Degree) - Psychology

University of North Georgia
Gainesville, GA

Some College (No Degree) - Psychology

Georgia Gwinnett College
Lawrenceville, GA

Some College (No Degree) - Music

Art Institute of Atlanta
GA

Skills

  • Technical support
  • Network troubleshooting
  • Active Directory management
  • Remote desktop support
  • Incident resolution
  • Customer relationship management
  • IT documentation
  • User training
  • Problem solving
  • Desktop support
  • Ticketing systems
  • Software installation
  • Help desk software
  • Operating systems
  • Microsoft office support
  • Microsoft office 365
  • Microsoft Intune
  • VPN configuration
  • Remote technical support

Certification

Play It Safe: Manage Security Risks

Google

Issued April 2024

Credential ID MXXCALEQ5AQF

Foundations of Cybersecurity

Google

Issued April 2024

Credential ID HVLEJM2AJAMY

Connect and Protect: Networks and Network Security
Google
Issued May 2024
Credential ID VZP8HSBZQUYD

Tools of the Trade: Linux and SQL
Google
Issued Jun 2024
Credential ID 98VWA6MTTK3U

Websites

Timeline

Help Desk Analyst II

Prime Care Technologies
02.2025 - Current

Help Desk Analyst Tier 1

Prime Care Technologies
06.2024 - 02.2025

Training Ambassador

Amazon
04.2016 - 12.2019

Some College (No Degree) - Psychology

University of North Georgia

Some College (No Degree) - Psychology

Georgia Gwinnett College

Some College (No Degree) - Music

Art Institute of Atlanta

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Elijher Quinones