ERIC AQUILA
Summary
Experienced Senior IT Support Specialist with a proven track record of resolving complex technical issues and providing tailored technical advice. Proficient in software installation and remote support, with a strong focus on customer service and complaint resolution. Skilled in network management and server maintenance, adept at troubleshooting network problems and delivering effective user support.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior IT Support Specialist
Iron Systems
08.2024 - 02.2025
- Resolved technical issues for improved system performance.
- Provided technical support to enhance user experience.
- Improved network stability by troubleshooting connectivity issues.
- Delivered timely solutions, addressing hardware and software problems.
- Assisted users with technical inquiries to increase satisfaction.
- Used ticketing systems to manage and process support actions and requests.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
Desktop Support Specialist II
Dyo Path
09.2021 - 05.2024
- Diagnosed network problems by running ping tests and traceroutes to isolate the source of the issue
- Resolved network connectivity issues by configuring routers and switches
- Repaired faulty components on laptops and desktops such as hard drives and RAM modules
- Supported end users with basic troubleshooting steps before escalating incidents further
- Diagnosed problems remotely using remote access tools such as VNC or RDP
- Responded quickly to incidents reported through help desk tickets or emails
- Configured user accounts in Active Directory to ensure proper security permissions were set up
- Installed, configured, and maintained desktop computers, printers, scanners, and other peripheral devices
- Assisted with migrating user data from old PCs to new ones when necessary
- Performed regular maintenance checks to ensure optimal operation of workstations
- Troubleshot various networking issues such as IP address conflicts and DNS errors
- Assisted users with the installation of applications and provided training on their usage
- Coordinated with vendors for warranty repairs or replacement of defective parts
- Worked closely with other IT staff members to resolve complex technical problems
- Device installation
Education
Network Engineering - Network Engineer Candidate
NGT Academy
San Antonio, Texas07.2025
CompTia A - Information Technology
ACI Learning
San Antonio, Texas03.2021
Skills
- Software installation
- Remote support
- Technical troubleshooting
- Technical support
- Network Management
- Server Management
- Issue troubleshooting
- User support
- Windows 10
- Performance testing
- Hardware upgrades
- LAN/WAN
- Ticket management
- Hardware diagnostics
- Wide-area networks
- Videoconferencing
- Application installations
- Microsoft outlook
- Desktop support
- Service support
- Customer service expert
- TCP/IP
- Verbal and written communication
- Hardware troubleshooting
- System diagnostics
- Issue escalation
- Hardware and peripherals
- Support case resolution
- Operating systems
- MS office proficiency
- Incident tracking
- DHCP/DNS ethernet and firewall proficient
- Time management
- Troubleshooting network issues
- Hardware configuration
- Computer diagnostics
- Adaptability and flexibility
- Hardware and software configuration
- Computer system diagnostics software
- Remote technical support
- Software upgrades
- Online chat support
- Help desk support
- Teamwork and collaboration
- Tracking and documentation
- Device installation
- User assistance
- System troubleshooting
- Hardware maintenance
- End-user support
- Service desk support
- Hardware installation
- Remote troubleshooting
- Network monitoring
- Network diagnostics
Certification
- CompTia A+
- CompTia Net+
- CompTia Sec+
- FSNA
Timeline
Senior IT Support Specialist
Iron Systems
08.2024 - 02.2025
Desktop Support Specialist II
Dyo Path
09.2021 - 05.2024
CompTia A - Information Technology
ACI Learning
- CompTia A+
- CompTia Net+
- CompTia Sec+
- FSNA
Network Engineering - Network Engineer Candidate
NGT Academy
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