JOEL TORREZ
Bellflower,CA
Summary
Experienced IT Help Desk Technician with 5 years of IT experience, specializing in high-volume ticket management. Skilled in assisting end-users with access issues, software upgrades, and workstation configuration. Developed SOPs to support consistent procedures and facilitate training for help desk personnel. A dependable and detail-oriented employee, seeking an opportunity to expand skills and contribute to company success.
Skilled IT professional with robust experience in providing technical support and troubleshooting. Adept at resolving hardware and software issues and ensuring seamless system operations. Strong focus on team collaboration and delivering results, reliable and flexible with changing needs. Expertise in network configuration, customer service, and problem-solving.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician
Comtek Systems Inc.
06.2019 - Current
- Provides helpdesk support to clients via phone calls, emails, onsite, and remote
- Acts as the second point of contact for technical assistance
- Implements remote troubleshooting techniques to solve common software and hardware issues
- Keeps team on task, tracking schedules, monitoring deliverables, and troubleshooting technical problems
- Travels to customer locations to repair network hardware and mobile devices, including firewalls and tablet computers
- Set Up Firewalls and NAS Systems for offices
- Provides onsite helpdesk support for PC, Mac, Android, and iPhone
- Migrates PC from Windows 7 to Windows 10
- Troubleshoot AV, TV, and projectors of conference rooms
- Responds promptly to incidents and requests after careful analysis and documentation
- Utilizes NR tracker and GoToAssist for ticket management and Splashtop Business Access for remotely viewing the computers of end-users
- Set up workstations from hardware to software for new employees of clients
- Responsible for manual PC imaging
- Quickly resolve desktop, laptop, tablet, client software, printer, peripheral, network connectivity, and other technology/application problems
Sales Associate
Home Depot
12.2017 - 05.2019
- First Point of contact for most customers
- Managed multiple tasks simultaneously while meeting deadlines
- Assisted customers with sales and services needs
- Helped customers navigate store
- Demonstrate knowledge of products and services offered by Home Depot to effectively assist customers in making informed purchasing decisions
Education
High School Diploma -
Lawndale High School
Lawndale, CA06-2018
Skills
- Strategic Help Desk Technician
- High-volume ticket management
- Assisting end-users with access issues
- Software upgrades
- Workstation configuration
- Developing SOPs
- Help desk personnel training
- Dependable employee
- Hardworking
- Ethical
- Detail-oriented
- Replacing and building desktop hardware
- Troubleshooting hardware
- IP Phones
- Scanners
- Network printers
- Windows XP
- Windows 7
- Windows 8
- Windows 10
- Windows 11
- Mac OS
- Windows Server
- Exchange Emails
- Office 365
- Go Daddy Group
- Spark
- Setting up multiple software
- QuickBooks
- Adobe Creative Cloud
- Active Directory
- Microsoft Office 2007
- Backup software
- Microsoft Remote Desktop connection
- End Point Malware
- VM Ware
- VPN
- Ticketing System
- Wireless Access Point
- Firewall
- DHCP
- Switches
- NAS
- DNS
- Helpdesk support
- Remote troubleshooting techniques
- Network hardware repair
- Mobile device repair
- Firewall and NAS system setup
- Onsite helpdesk support
- PC migration
- AV, TV, and projector troubleshooting
- Incident and request analysis and documentation
- NR tracker
- GoToAssist
- Splashtop Business Access
- Workstation setup
Certification
- CompTIA A+ - Computing Technology Industry Association.
Languages
Spanish
Native or Bilingual
Timeline
IT Help Desk Technician
Comtek Systems Inc.
06.2019 - Current
Sales Associate
Home Depot
12.2017 - 05.2019
High School Diploma -
Lawndale High School
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