Gina Hernandez Beleno
Orlando,FL
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
5
5
years of professional experience
Work History
Technical Support Representative
Blue Stream (Robert Half Contract)
Orlando , FL
03.2022 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, IPTV, coaxial tv and phone landlines.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved diverse range of technical issues across multiple systems and applications for customers.
- Managed over 30 customer calls per day and responded to Blue Stream Fiber's technical support needs.
Computer Technician
Sandhills Community College
Pinehurst , NC
08.2019 - 12.2019
- Provided IT technical support for students and college personnel for 6 hours per week as technology volunteer
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Linked computers to network and peripheral equipment.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
- Imaged and prepared new computers for integration into company networks and systems.
Technical Support Specialist
Seguros Sura Insurance Group
Medellin , Colombia
02.2014 - 07.2018
- Resolved diverse range of technical issues across multiple systems using tools such as Remote Desktop and Outlook client.
- Responded to support requests from end users via corporate Outlook client mail and patiently walked individuals through basic troubleshooting tasks
- Collaborated with supervisors to escalate and address internal departments inquiries or technical issues
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Resolved around 45 technical support inquiries per day.
Education
Associate of Applied Science - Information Technology-Networking
Sandhills Community College
Pinehurst, NC12.2021
Diploma - Computer Networking Telecommunications-Security
Sandhills Community College
Pinehurst, NC05.2021
Skills
- Personal Computers, Printers, Android, and IOS devices
- Microsoft Windows and Office
- Languages: Python, PHP, HTML, CSS
- Databases: SQL and Microsoft Access
- Troubleshooting Network Issues
- Cisco Routers and Switches set-up and maintenance
- Intrusion Detection and Prevention
- User Support and Troubleshooting
- Tracking and Documentation
Timeline
Technical Support Representative
Blue Stream (Robert Half Contract)
03.2022 - Current
Computer Technician
Sandhills Community College
08.2019 - 12.2019
Technical Support Specialist
Seguros Sura Insurance Group
02.2014 - 07.2018
Associate of Applied Science - Information Technology-Networking
Sandhills Community College
Diploma - Computer Networking Telecommunications-Security
Sandhills Community College
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