Joseph Alejandro Archila García
District Heights,MD
Summary
Ambitious IT Technician consistently exceeds client expectations by proactively tracking and resolving faults and complaints. Accurately triages and delegates all incoming tickets. Confirms either personal resolution or correct assignment of each and every customer issue. Enthusiastic computer technician proudly offering several years of experience in upgrading systems, installing network components and providing informal software demonstrations. Enthusiastic employee with knowledge in email account setup. Skilled in task prioritization, exemplary customer service and troubleshooting.
Overview
7
7
years of professional experience
1
1
Certification
Work History
End User Computing Specialist
Telus International
Guatemala, Guatemala
09.2022 - 06.2024
- Provided technical support to users with computer-related problems via phone or email.
- Participated in meetings with stakeholders to discuss project objectives and progress.
- Maintained inventory of all hardware components including servers, PCs, laptops.
- Performed system upgrades by installing new hardware and software components when necessary.
- Managed domain accounts by creating user profiles, setting passwords.
- Collaborated with internal teams on projects related to development of new applications or features.
- Conducted regular maintenance tasks such as virus scans and patch updates to ensure optimal performance of the system.
- Trained staff members on proper use of computers, networks and other IT resources.
- Coordinated with vendors for repair services or procurement of additional equipment when required.
- Tested new software products prior to deployment in production environment.
- Installed operating systems, applications and peripheral devices such as printers or scanners.
- Evaluated user requirements, identified technical solutions and provided cost estimates.
- Configured and troubleshot server hardware and software issues.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
- Responded to or escalated tickets based on severity and internal policies governing responses.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained positive working relationship with fellow staff and management.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
IT Technician
Villa Nueva Hospital of Surgical Specialities
Guatemala, Guatemala
09.2018 - 05.2022
- Installed and configured hardware, software, systems, networks, printers, and scanners.
- Implemented security measures such as firewall configuration and virus protection software installation and updates.
- Tracked service requests through a ticketing system such as Remedy or Service Now.
- Developed scripts for automating administrative tasks such as user account creation and deletion and password resets.
- Troubleshot system issues related to network connectivity, software installation and configuration, printing.
- Diagnosed hardware failures using diagnostic tools such as PC Doctor or Windows Event Viewer.
- Coordinated with vendors for repair services when needed.
- Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
- Maintained inventory records of IT equipment and supplies.
- Provided technical support to users via telephone or remote access.
- Set up user profiles on local machines according to established standards.
- Resolved hardware issues including replacing parts as necessary.
- Maintained user accounts in Active Directory and Exchange Server environments.
- Provided recommendations on hardware purchases based on customer requirements.
- Performed system backups and restores as required.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
Telephone Operator
Allied Global
Guatemala, Guatemala
08.2017 - 04.2018
- Kept up-to-date on product features and services offered by the company.
- Adhered to all company policies related to telephone etiquette and customer service standards.
- Utilized computer software to record caller's inquiries and complaints.
- Provided customer service to callers by answering questions and providing requested information.
- Navigated multiple computer systems simultaneously while speaking with customers on the phone.
- Answered incoming calls in a professional, courteous and timely manner.
- Transferred calls as necessary to appropriate departments or personnel.
- Greeted callers warmly and asked how they could be assisted.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Took messages from callers and accurately relayed details to intended staff.
- Developed strong professional relationships with employees and clients through effective customer service skills.
Typist
Universidad de San Carlos de Guatemala
Guatemala, Guatemala
06.2017 - 06.2017
- Entered data in numerical and alphabetical order.
- Transcribed notes and compiled into reports for submission to supervisor.
- Developed efficient filing systems for easy retrieval of documents.
- Organized files according to established procedures.
- Entered data into computer systems accurately and quickly.
- Performed data entry duties efficiently while maintaining confidentiality of information.
- Converted paper documents into digital files and added documents into database systems.
- Reviewed files and other documents to obtain information to respond to requests.
- Typed finished documents from rough drafts and dictation.
Education
Degree in Telecommunications Technology And Management - Information Technology
Universidad Galileo
Guatemala12-2022
Skills
- Software Development
- Hardware troubleshooting
- Machine Learning
- IT service management
- Hardware Installation
- Software configuration
- Troubleshooting and diagnostics
- Remote Support
- Inventory Control Systems
- Technical Support
- LAN/WAN
- Effective Communication
- Self Motivation
- Interpersonal Communication
- Adaptability and Flexibility
- Friendly and Patient
- Goal Setting
- Excellent Communication
- Continuous Improvement
- Active Listening
Languages
Spanish
Native/ Bilingual
English
Limited
Accomplishments
- Top performance in the first quarter of the year 2024 at Telus International
- University Technician in Technology and Administration
- Diploma in Administrative Process Automation
Certification
- Degree in Telecommunications Technology and Management
Timeline
End User Computing Specialist
Telus International
09.2022 - 06.2024
IT Technician
Villa Nueva Hospital of Surgical Specialities
09.2018 - 05.2022
Telephone Operator
Allied Global
08.2017 - 04.2018
Typist
Universidad de San Carlos de Guatemala
06.2017 - 06.2017
Degree in Telecommunications Technology And Management - Information Technology
Universidad Galileo
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