Erik Cendejas
Orlando,Florida
Summary
Experienced Tier 2 Support Engineer familiar with user support and root cause analysis. Advanced knowledge of software operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert in troubleshooting and Salesforce. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Overview
2
2
years of professional experience
Work History
Service Desk Tier 2
Epos Now
06.2023 - Current
- Communicated with clients to verify roots and causes of computer problems.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Collaborated with outside departments to implement system-wide improvements.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Connected to computer of client using remote link to install programs and applications.
- Offered assistance in implementing and developing training programs.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Monitored systems in operation and quickly troubleshot errors.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Diagnosed and troubleshot hardware, software and network issues.
- Developed and implemented preventive maintenance procedures.
- Generated reports to track performance and analyze trends.
- Researched and identified solutions to technical problems.
Customer Support Representative
Epos Now
06.2022 - 12.2023
- Providing hardware and software support (Tier1)
- Continue troubleshooting with returning clients
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Applications used: Sales Force, log me in rescue, Epos Now Till
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
Service Desk Technician
Secure 21
12.2021 - 01.2022
- Evaluated and responded to incoming requests for technical support assistance and address customer concerns
- Citrix, Ivanti desktop management, Epic, Active directory
- VMhorizon, Office 365
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Education
Google Data Analytics Professional Certificate -
Coursera
08.2021
Google IT Support Professional Certificate: Information Technology -
Coursera
04.2021
Skills
- Google sheets/Excel
- Application support
- Critical Thinking
- Communications
- Troubleshooting skills
- Data modeling
- Problem solving
- System Configuration
- Application Support
- Remote Support
- Security Protocols
- Network Troubleshooting
- Quality Assurance
- Technical Writing
- Customer Education
- Hardware and software installation
Accomplishments
-2023 Received Customer eccentric award for providing best customer service for the company.
Timeline
Service Desk Tier 2
Epos Now
06.2023 - Current
Customer Support Representative
Epos Now
06.2022 - 12.2023
Service Desk Technician
Secure 21
12.2021 - 01.2022
Google Data Analytics Professional Certificate -
Coursera
Google IT Support Professional Certificate: Information Technology -
Coursera
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