Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Hugo Santiago-Quinones

Des Moines

Summary

Confident Computer Technician with expertise in help desk environments, with the ability to assist customers with technical issues.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Level 1 Tech

ISPN LLC.
12.2023 - Current
  • Customer Support: Deliver exceptional call-based support, ensuring prompt and professional resolution of customer issues.
  • Ticket Management: Escalate complex tickets to upper-level support for timely and effective solutions.
  • Basic Device Support: Provide clear and concise assistance for third-party devices during customer calls.
  • Network Administration Tasks: Handle network tasks such as changing SSIDs, passwords, port forwarding, DMZ configurations, and rebooting systems using admin tools.
  • Technical Documentation: Read and interpret technical instructions to support users accurately.
  • Email Configuration: Assist in setting up email accounts using POP3 or IMAP protocols and configuring email spam filters to enhance security.
  • Telecommunications Processes: Navigate and apply specific processes for various telecommunications providers, demonstrating extensive knowledge and adaptability.
  • Call Center Operations: Operate efficiently within a call center environment, managing high volumes of calls and maintaining excellent customer service standards.

Associate

Earl May Garden Center
06.2023 - 12.2023
  • Tended to plant and tree care.
  • Conducted regular weeding for a pristine store environment.
  • Assisted in setting up seasonal displays to elevate customer engagement.
  • Managed customer checkouts.
  • Provided assistance to customers in selecting the most suitable products, including weed control and insecticide.

Hy-Chi Clerk

Hy-Vee Grocery Store
12.2021 - 06.2023
  • Provided service such as serving and catering food to customers at the Chinese Food department.
  • Engaged in kitchen preparation to serve fresh ingredients every day.

Coordinator, Shoe Merchandiser, Front End Associate

Marshalls
08.2019 - 11.2021
  • Initially employed as a Bagger and Checker, with primary responsibilities centered around customer assistance.
  • Promoted to the role of Coordinator, where my focus shifted towards optimizing shoe sales.
  • Collaborated closely with fellow managers to curate displays and ensure the store's overall organization within the shoe department.
  • Managed bi-monthly sales, proactively adjusting inventory to meet customer demand.
  • Designed seasonal displays, catering to ongoing fashion trends and enhancing customer engagement.

Shift Leader

Culver's
06.2018 - 06.2019
  • Demonstrated leadership by creating and adjusting work schedules to meet operational requirements.
  • Managed supply procurement and inventory, ensuring a well-stocked and efficient operation.
  • Delivered customer service by addressing inquiries, resolving issues, and maintaining high standards of service.
  • Handled various responsibilities, including cashiering, food preparation, and order packaging.

Education

Certificate of Specialization - IT Network Administration

Des Moines Area Community College
08.2023

High School Diploma -

Lincoln High School
06.2018

Skills

  • Strong leadership experience
  • Multi-Tasker
  • Flexible and Adaptable
  • Remote Office Availability
  • Python Scripting
  • Computer Hardware Management, Maintenance, Installation and Repair
  • Technical Troubleshooting
  • Performance Monitoring and Optimization
  • Application Configuration
  • Basic Network Security

Certification

  • Testout/Client Pro - Ability to configure, manage and troubleshoot Windows 10/11 desktops in a business environment.
  • Testout/PC Pro - Ability to troubleshoot common hardware and software issues of PCs, networking devices, security and mobile devices.
  • Testout/Security Pro - Ability to identify and manage Authentication and Security threats as well as provide ways to manage and implement Audits, Evaluations and Defenses.
  • Testout/Linux Pro - Ability to administer, configure, network, secure, and manage the file system in a Linux environment.
  • CISCO Networking - Basic server, router, switch and security configuration and management with CISCO devices.
  • Microsoft Azure Fundamentals(AZ900) - Certification in foundational cloud computing skills with a focus on Microsoft Azure services, demonstrating a fundamental understanding of cloud concepts, core Azure services, pricing, and SLAs.

Timeline

Level 1 Tech

ISPN LLC.
12.2023 - Current

Associate

Earl May Garden Center
06.2023 - 12.2023

Hy-Chi Clerk

Hy-Vee Grocery Store
12.2021 - 06.2023

Coordinator, Shoe Merchandiser, Front End Associate

Marshalls
08.2019 - 11.2021

Shift Leader

Culver's
06.2018 - 06.2019

Certificate of Specialization - IT Network Administration

Des Moines Area Community College

High School Diploma -

Lincoln High School

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Hugo Santiago-Quinones