Joe Guzman
Perris,USA
Summary
Profession Help Desk Technician with almost 2 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
8
8
years of professional experience
Work History
IT Help Desk Technician
Kaiser Permanente
07.2021 - Current
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
- Streamlined help desk operations by implementing an effective ticket management system.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware and granted system permissions to new employees.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Customer Service / IT Support
The Auction Company
02.2019 - 02.2022
- Performed diagnostic test and repaired broken Apple hardware: MacBook Pro, Airs, IMACs, and iPhone.
- Repaired and upgraded MacBook pros and IMACs Ram, SSD, Displays, etc.
- Incoming calls were handled professionally and assisted customers with signing up online.
- Digitized physical documents and created databases on cloud for easy reference.
- Advertised inventory in social media: Twitter, Facebook, and Instagram plus other online industry related websites to expand customer leads.
Logistic Coordinator
Momentum Logistics Corp
09.2016 - 08.2018
- Handled and arranged 100 plus shipments coming from Asia to coordinate delivery to the final destination: warehouse, company’s yard, or inbound rail.
- Optimized work-office procedure and created cloud based documents for record-keeping. Secondary position as IT support by diagnosing and troubleshooting PC hardware / software.
- Worked on ocean imports, air imports, custom clearance with third-party brokers. Worked customer
- Provided weekly shipment reports
Education
Bachelor of Science in Business of Administration Management of Information - Management of Information Systems
University of California, Riverside
Riverside, CA06.2015
Skills
- Problem Resolution
- Security Protocols
- Remote Support
- System diagnostics
- Application support
- Incident Reporting
- VPN Configuration
- Mobile Device Support
- IT Documentation
- Ticket support system management
- Desktop support
- User credential management
Languages
Spanish
Full Professional
Timeline
IT Help Desk Technician
Kaiser Permanente
07.2021 - Current
Customer Service / IT Support
The Auction Company
02.2019 - 02.2022
Logistic Coordinator
Momentum Logistics Corp
09.2016 - 08.2018
Bachelor of Science in Business of Administration Management of Information - Management of Information Systems
University of California, Riverside
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