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
End-User Account Management
Desktop support
Good telephone etiquette
Teamwork
Interpersonal Communication
Flexible & Adaptable
Professional telephone demeanor
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