Hector Lara-Saenz

• Responded to user operational issues with desktop computers, laptops, printers and mobile electronic devices to enable problem resolution.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Engaged in user support interactions via telephone, chat and email platforms.
• Experience with ticketing system Ivanti.
• Onboarded and offboarded users and have experience granting access through Active Directory.
• Troubleshooting Cisco Anyconnect VPN access.

• Provided technical support to users by researching and answering questions, troubleshooting

problems, and maintaining workstation and LAN performance though phone or in person.

• Resolved malfunctions with systems and programs through troubleshooting.
• Diagnosed, troubleshot and resolved network and system problems.

• Reporting onsite with clients to troubleshoot technical problems.

• Install, modify, and repair computer hardware and software.

• Serving as the first point of contact for customers seeking technical assistance over the phone

or email.

• Performing remote troubleshooting through diagnostic techniques and pertinent questions.

• Determining the best solution based on the issue and details provided by customers.

• Record events and problems and their resolution in logs.

• Follow-up and update customer status and information.

• Experience with ticketing system Manage connectwise.