Summary
Overview
Work History
Education
Skills
Certification
Timeline
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John Trinidad

SAN ANTONIO

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and a customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Service Desk Specialist II

Knight Office Solutions
07.2019 - 02.2025
  • Engaged in user support interactions via telephone, chat, and email platforms.
  • Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.

Help Desk Support Specialist

USAA
01.2017 - 01.2018
  • Responded to end-user support requests and patiently walked individuals through basic troubleshooting tasks.
  • Provided Tier 1 IT support to non-technical internal users through desk-side support services.
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.

Education

Bachelor of Science - Cyber Security And Information Assurance

Western Governors University
Salt Lake City, UT
08-2025

Associate of Applied Science - Information Technology

ITT Technical Institute
San Antonio, TX
03-2016

Skills

  • Software installation
  • Escalation management
  • Incident management
  • System Administration
  • Vendor coordination
  • Operating systems
  • Remote support
  • Application support
  • Network troubleshooting
  • Security awareness
  • Coaching and mentoring

Certification

  • CompTIA A+ - Computing Technology Industry Association.

Timeline

Service Desk Specialist II

Knight Office Solutions
07.2019 - 02.2025

Help Desk Support Specialist

USAA
01.2017 - 01.2018

Bachelor of Science - Cyber Security And Information Assurance

Western Governors University

Associate of Applied Science - Information Technology

ITT Technical Institute

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John Trinidad