Jesus Tolentino
Costa Mesa,CA
Summary
Dynamic IT Service Desk Specialist with a proven track record at NeoGenomics, excelling in technical support and customer service. Expert in troubleshooting, software issues resolution, and enhancing user self-service through knowledge base contributions. Skilled in conflict resolution and operating systems, significantly improving incident resolution efficiency.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Service Desk Specialist
NeoGenomics
Aliso Viejo, USA
01.2022 - Current
- Provided first-level technical support to end-users via phone, email, and ticketing system, ensuring timely resolution of incidents and requests
- Diagnosed and resolved hardware, software, network, and application-related issues using established procedures and tools
- Escalated complex issues to specialized teams, collaborating effectively to achieve swift resolutions
- Maintained accurate and detailed records of incidents and requests in the ticketing system
- Contributed to the creation and maintenance of knowledge base articles, improving self-service capabilities for users
- Participated in on-call rotation schedules, delivering after-hours support as needed
Education
Bachelor of Science - Computer Science
Franklin University
Columbus, OHCertification in IT Support -
Merit America
Remote12.2021
High School Diploma -
La Habra High School
La Habra, CA03.2014
Skills
- Technical Support & Troubleshooting
- Ticketing System
- User Training & Support
- Operating Systems Installation & Configuration
- Customer Service
- Conflict Resolution
- Problem-Solving
- IT Support
- Microsoft Windows
- Network Support
- Remote Access Software
- Active Directory
- Mac OS
- Computer Networking
- Hardware support
- Help Desk
- Software Troubleshooting
- Operating Systems
Certification
Google IT Support Specialization, 12/21, Present, Technical support: installing & configuring computer hardware, software, and networks, Computer networking: standard protocols for TCP/IP and network services (e.g., DNS), Operating systems: creating users, groups, and permissions for account access & installing, configuring, removing software on Windows and Linux operating systems, Systems administration: server management and user & information management, IT security: evaluating potential risks and utilizing encryption algorithms and techniques
Timeline
IT Service Desk Specialist
NeoGenomics
01.2022 - Current
Google IT Support Specialization, 12/21, Present, Technical support: installing & configuring computer hardware, software, and networks, Computer networking: standard protocols for TCP/IP and network services (e.g., DNS), Operating systems: creating users, groups, and permissions for account access & installing, configuring, removing software on Windows and Linux operating systems, Systems administration: server management and user & information management, IT security: evaluating potential risks and utilizing encryption algorithms and techniques
Bachelor of Science - Computer Science
Franklin University
Certification in IT Support -
Merit America
High School Diploma -
La Habra High School
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