ConnectWise
Fernando Munoz III
Helpdesk / Desktop Support Technician
Rochester, NY, 14622,NY
Summary
IT Support Professional with 15+ years of experience working in diverse corporate networking environments; versed in both on-site and remote support provisioning on a variety of platforms. Eager to contribute to team success through hard work, excellent communication and strong problem-solving skills. Motivated to learn, grow and excel!
Overview
8
8
years of post-secondary education
5
5
years of professional experience
Work History
Telecom Repair Technician I
Firstlight Fiber
Victor, NY
02.2021 - 03.2022
- Took calls and addressed trouble tickets concerning POTS lines, fiber lines, and internet services.
- Conducted diagnostic procedures to determine cause/source of customer problems and provide accurate repair recommendations.
- Used VPN, remote access platforms, remote connectivity software, and other tools, to test, configure, diagnose, and monitor customer equipment.
IT Service Desk Engineer
Entre Computer Services
Rochester, NY
07.2019 - 02.2020
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.
- Provided Tier 1 IT support to non-technical users through deskside and remote support services.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and client-set policies.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Telecom Trouble Resolution Specialist
MATRIX Resources
Rochester, NY
09.2018 - 04.2019
- Engaged with customers from residential and small businesses to Enterprise Level Wholesalers / ReSellers, utilizing excellent written/verbal communication skills and delivering exceptional customer service at all levels.
- Received on average 20-30 phone calls per day; handled a queue of 10-15 tickets; monitored internal and external escalations, provided frequent updates and prompt follow-up communication, and working many tickets from open to close.
- Trained and worked daily in industry-wide used equipment. Used VPN, remote access platforms, remote connectivity software, and other tools, to test, configure, diagnose, and monitor customer equipment.
Desktop Support Technician / Helpdesk Technician
Rochester Regional Health Systems
Rochester, NY
04.2016 - 08.2018
- Received, setup and installed new computers, tablets, cellphones, and peripherals. Ensured security and network access was enabled and tested properly.
- Assist users with installation and troubleshooting of various types of business software, medical record systems, printer mapping, share drive mapping, and other third-party software.
- Performed password resets and troubleshoot access issues for Active Directory accounts and other business and medical applications.
Education
Bachelor of Arts - B.A. Network Operations And Security (In Process)
Western Governor’s University
Salt Lake City, UT 10.2017 - 03.2023
No Degree - CompTIA A+, Network+, Microsoft MCSA,
TCY Technologies
New York, NY 03.2001 - 08.2002
Associate of Arts - Liberal Arts And Sciences: Social Science
Westchester Community College
Valhalla, NY 01.1994 - 08.1995
Skills
Application Support
Software
Continuum Control
Microsoft Office
MS Office 365
BMC Remedy Service Management
Bomgar Secure Remote-Control Software
Cisco Meraki
Timeline
Telecom Repair Technician I
Firstlight Fiber
02.2021 - 03.2022
IT Service Desk Engineer
Entre Computer Services
07.2019 - 02.2020
Telecom Trouble Resolution Specialist
MATRIX Resources
09.2018 - 04.2019
Bachelor of Arts - B.A. Network Operations And Security (In Process)
Western Governor’s University
10.2017 - 03.2023
Desktop Support Technician / Helpdesk Technician
Rochester Regional Health Systems
04.2016 - 08.2018
No Degree - CompTIA A+, Network+, Microsoft MCSA,
TCY Technologies
03.2001 - 08.2002
Associate of Arts - Liberal Arts And Sciences: Social Science
Westchester Community College
01.1994 - 08.1995
Similar Profiles
Shannon BeauleShannon Beaule
Technical Services Admin at FirstLight FiberTechnical Services Admin at FirstLight Fiber
Brittney O'SheaBrittney O'Shea
Human Resources Manager at FirstLight Fiber, IncHuman Resources Manager at FirstLight Fiber, Inc
Tiffany LewisTiffany Lewis
HR Recruiter at FirstLight HomeCareHR Recruiter at FirstLight HomeCare
Jovie NoackJovie Noack
Coaching Assistant at Long Island "Elite" Yellow JacketsCoaching Assistant at Long Island "Elite" Yellow Jackets
Samir CastilloSamir Castillo
Warehouse Worker at Home DepotWarehouse Worker at Home Depot