Ethan Hernandez

• Respond to and log incoming support requests via phone, email, chat, or ticketing systems.
• Troubleshoot and resolve basic to intermediate hardware, software, and network issues.
• Provide support for operating systems, productivity tools, email, printers, and business applications.
• Escalate unresolved incidents to Tier 2 or Tier 3 support.
• Follow standard procedures and documentation for resolving issues.
• Maintain accurate records of all interactions, issues, and resolutions.
• Assist in the setup and deployment of new devices and user accounts.
• Educate users on best practices and preventative measures.

• Strong customer service and communication skills.
• Solid understanding of computer systems, mobile devices, and other tech products.
• Experience with ticketing systems (Cherwell).
• Familiarity with Windows, and common business applications.
• Ability to diagnose and resolve basic technical issues.

• Greet and assist late-arriving guests with check-ins, room assignments, and other services.
• Process guest check-outs and handle payments accurately.
• Audit and reconcile daily financial transactions, including room charges, cash receipts, and credit card activity.
• Generate and distribute daily management and financial reports.
• Monitor the front desk, answer phones, respond to guest requests, and resolve any issues during overnight hours.
• Ensure lobby and front desk areas remain clean, organized, and secure.
• Prepare and set up wake-up calls, breakfast orders, and morning reports for hotel departments.
• Follow all safety, security, and hotel policies and procedures.

• Excellent attention to detail and strong math/accounting skills.
• Solid communication and customer service abilities.
• Ability to work independently and remain alert during overnight shifts.
• Proficiency in Microsoft Office, especially Excel.
• Previous hotel or customer service experience preferred.

• Technical Support: Providing troubleshooting assistance for hardware, software, network issues, and point-of-sale (POS) systems across Staples retail locations and offices.
• Systems Maintenance: Installing, configuring, and updating systems, ensuring they meet security and performance standards.
• Cybersecurity: Monitoring and managing security tools, responding to threats or breaches, and maintaining compliance with company policies.
• Project Implementation: Supporting or leading the deployment of new technologies or system upgrades across departments.
• Collaboration: Working with other departments to understand technical needs and deliver user-focused solutions.

Skills and Qualifications:

• Proficiency in Windows and Mac operating systems.
• Knowledge of networking fundamentals (LAN/WAN, VPNs, firewalls).
• Familiarity with ticketing systems and ITIL practices.
• Strong communication and customer service skills.
• Ability to troubleshoot under pressure and multitask effectively.