Helen Aponte
Smithtown,NY
Summary
- Accomplished IT Help Desk Technician with a proven track record at ScholarChip / ValSoft, known for achieving a 95% first-call resolution rate.
- Expert in software troubleshooting and client communication. Excelled at reducing downtime and enhancing user satisfaction.
- With over 10 years of experience, bringing both hard and soft skills to drive IT support success.
- Effectively resolved technical issues quickly and exceed client expectations.
- Skilled in maintaining positive communications even in stressful situations.
- Leverage deep technical knowledge and friendly interactions to provide exceptional support. Detail-oriented, organized, and dedicated to meeting tight deadlines.
- Enthusiastic team player ready to contribute to company success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician
ScholarChip / Valsoft
05.2010 - 12.2023
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Provided support for a full portfolio of services including attendance monitoring, ID card issuance, door access, point of sale, visitor management, and student location tracking.
- Collaborated with higher education clients on tuition payment plans, ACH/credit processing, and 1098 T/E tax form processing.
- Monitored business applications via remote desktop for troubleshooting purposes.
- Responded to and resolved technical support requests via phone, email, and text.
- Delivered first-level technical support for over 100 school districts, resolving hardware, software, and network issues.
- Managed and resolved tickets using Company and Jira ticketing systems, achieving a 95% first-call resolution rate.
- Conducted remote troubleshooting using tools such as TeamViewer, VPN, and Remote Desktop.
- Maintained detailed records of daily interactions and solutions provided in company’s knowledge base.
- Trained and supported end-users on company software and hardware functionalities as well as onboarding new peers.
Computer Technician / Help Desk Support
Self-employeed
2006 - 2010
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
- Provided functional and technical support, troubleshooting, and diagnosing hardware and software problems on site and remotely to customers in NY, Puerto Rico, Chile and Argentina.
• Resolved Windows, Internet Explorer and other PC software issues.
• Recommended hardware and software solutions and upgrades.
• Performed desktop support in person, remotely and by telephone.
• Provided software training to customers.
• Assisted in the installation and updating of software, as well as the setup and troubleshooting on all
equipment.
• Identified and removed computer viruses and provided major repairs in accordance with outside vendors.
Education
Office Technology - Administrative Assistance And Secretarial Science
Technical Career Institutes
New York, NYComputer Installation And Repair Technology
Micropower Career Institutes
Hauppauge, NYSkills
- Software Installation and Application support
- Computer & Software Troubleshooting
- Staff education and training
- Ticket support system management
- Remote Technical Support
Certification
- A+ Certification / Micropower Career Institutes
- Certified Cybersecurity Courses (Ongoing) / Google – Coursera (Online) (Currently studying online cybersecurity courses to obtain certification.)
- AOS - Office Technology Diploma / Technical Career Institute
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
IT Help Desk Technician
ScholarChip / Valsoft
05.2010 - 12.2023
Computer Technician / Help Desk Support
Self-employeed
2006 - 2010
Office Technology - Administrative Assistance And Secretarial Science
Technical Career Institutes
Computer Installation And Repair Technology
Micropower Career Institutes
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