Franklin Hidalgo
Danbury,CT
Summary
Dedicated information technology professional with extensive experience in information systems support, service desk operations, and end-user troubleshooting. Currently serving as an Information Systems Technician at Click Bond while pursuing a bachelor's degree in Cybersecurity and Information Assurance. Strong foundation in network diagnostics, remote support, root-cause analysis, and information security, complemented by a commitment to delivering exceptional customer service. Proven ability to resolve complex technical issues efficiently and effectively, ensuring optimal user satisfaction and system performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
INFORMATION SYSTEM TECHNICIAN
Click Bond
11.2025 - Current
- Installed and configured hardware and software systems to ensure optimal performance.
- Troubleshot technical issues, providing timely resolutions to minimize downtime.
- Maintained inventory of IT equipment and supplies, ensuring availability for operations.
- Collaborated with cross-functional teams to enhance system integrations and workflows.
- Led troubleshooting efforts for complex technical issues, resulting in faster resolution times for endorsers.
- Installed, modified, and repaired software and hardware to resolve technical issues.
SERVICE DESK TECHNICIAN
Complete Network Support
04.2025 - 10.2025
- Resolve technical issues promptly to support end users and maintain a positive service experience.
- Streamline ticket resolution workflows to reduce response times and improve service desk efficiency.
- Analyze recurring technical issues, identify root causes, and document solutions to help reduce repeat incidents.
- Resolved technical issues for end-users through effective troubleshooting and problem-solving.
- Provided timely support via phone, email, and ticketing systems to enhance user satisfaction.
- Documented processes and solutions in the knowledge base to improve team efficiency and resource accessibility.
APPLE CARD SPECIALIST
Goldman Sachs Bank USA
08.2021 - 10.2024
- Reviewed account activity and credit card statements for accuracy, disputes, and potential fraudulent activity.
- Resolved disputes by issuing credits or refunds when appropriate and responded to client requests through phone, email, and fax.
- Directed non-customer-service inquiries to the appropriate teams while maintaining clear, professional communication.
CUSTOMER SERVICE REPRESENTATIVE
Roblox
04.2016 - 11.2019
- Assisted customers through phone, email, and chat with billing, returns, exchanges, ordering, and technical support questions.
- Resolved complaints efficiently while maintaining professionalism and supporting customer satisfaction and retention.
- Resolved customer inquiries through multiple channels, enhancing overall satisfaction and retention.
TECHNICAL SUPPORT
Concentrix
08.2014 - 12.2015
- Provided remote technical assistance using screen sharing and remote-control tools.
- Maintained case documentation, tracked recurring issues, and prepared customer-feedback reports for management review.
Education
Bachelor's - Cybersecurity and Information Assurance
Western Governors University
Salt Lake City, UT04-2027
Skills
- Network configuration
- System diagnostics
- Troubleshooting skills
- Network troubleshooting
- Computer maintenance
- Active directory
- Computer monitoring
- Hardware and software support
- Operating systems
- Problem-solving abilities
Certification
- CompTIA Security+
- CompTIA Network+
- CompTIA A+
LANGUAGES
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
INFORMATION SYSTEM TECHNICIAN
Click Bond
11.2025 - Current
SERVICE DESK TECHNICIAN
Complete Network Support
04.2025 - 10.2025
APPLE CARD SPECIALIST
Goldman Sachs Bank USA
08.2021 - 10.2024
CUSTOMER SERVICE REPRESENTATIVE
Roblox
04.2016 - 11.2019
TECHNICAL SUPPORT
Concentrix
08.2014 - 12.2015
Bachelor's - Cybersecurity and Information Assurance
Western Governors University