Joson Olguin
Dallas
Summary
Reliable IT Help Desk Technician with substantial background in providing technical assistance and support for issues related to computer systems, software, and hardware. Strong capability in troubleshooting and resolving technical problems, maintaining documentation of all system issues promptly and accurately. Demonstrated ability to communicate complex information to non-technical staff effectively while also having improved overall customer satisfaction ratings during tenure in previous roles.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Remote IT Help Desk Technician
TEKsystems
Euless
03.2023 - Current
- Experience in taking calls for ITC and Care source, and 3M
- Troubleshooting computer hardware, network login, and software, and VPNs/VDIs problems for users remotely
- Experienced in ServiceNow ticketing system
- Experienced in troubleshooting with Microsoft programs, like Outlook, Excellence, Word, Teams, Skype
- Maintained accurate documentation of all support requests and resolutions in ticketing system
- Served as a point of contact for vendors regarding IT equipment procurement and repairs
- Demonstrated strong problem-solving skills by quickly identifying root causes of technical issues
Remote IT Help Desk
NTT DATA
Remote
03.2022 - 03.2023
- Trained to work two different help desk accounts
- Provided technical support to end users, troubleshooting hardware and software issues
- Served as an escalation point for complex technical issues that required higher-level expertise
- Provided guidance and support to junior help desk technicians, fostering their professional growth
Laptop Repair Technician
SMS Infocomm
Grapevine
08.2021 - 03.2022
- Diagnosed and repaired hardware and software issues on laptops, ensuring timely resolution
- Performed thorough troubleshooting to identify root causes of laptop malfunctions
- Replaced faulty components such as keyboards, screens, batteries, and motherboards to restore full functionality
- Installed operating systems and configured software applications according to client specifications
- Stayed up-to-date with the latest laptop models, technologies, and industry trends through continuous learning initiatives
- Developed troubleshooting guides for common laptop issues
EOB Entry Clerk III
Bank of America
Dallas
07.2020 - 07.2021
- Accurately entered and maintained large volumes of data into company database
- Performed quality checks on data entries to ensure accuracy and completeness
- Maintained confidentiality and security of sensitive information during data entry process
- Maintained a high level of attention-to-detail when entering complex numerical or alphanumeric codes into databases
- Verified accuracy by cross-referencing source documents with entered information
Passport verification
Citi
Irving
02.2020 - 06.2020
- Physical checked applications and approved and deny them.
- Entered data electronically through Para script
- Scanned passport applications one by one and separated the passport and checks
- Kept up with expectations of passports batched/hour and kph
Verification/data entry specialist
Advance Micro Targeting
Dallas
09.2019 - 11.2019
- Evaluated source documents to locate information needed for each data entry field.
- Entered and verified data accurately into company database, ensuring data integrity
- Performed regular audits of data entries to identify and correct errors, maintaining a high level of accuracy
- Collaborated with team members to resolve discrepancies or missing information in the database
Collection Specialist
Santander Bank
North Richland Hills
03.2019 - 05.2019
- Managed a portfolio of overdue accounts, consistently meeting or exceeding monthly collection targets
- Negotiated payment arrangements with customers to resolve outstanding debts and prevent further escalation
- Developed strong relationships with clients by providing excellent customer service during the collections process
- Identified trends in non-payment or late payments, recommending proactive measures to mitigate future risks
Temp Customer Service Representative
Consensus
North Richland Hills
10.2018 - 12.2018
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
Maitenance porter
Valet living
Fort Worth
06.2018 - 09.2018
- Performed routine maintenance tasks such as cleaning, painting, and repairing equipment to ensure optimal functionality
- Maintained cleanliness and organization of common areas, including lobbies, hallways, and restrooms
- Responded promptly to maintenance requests from residents or staff members and resolved issues in a timely manner
- Managed inventory of supplies and equipment needed for maintenance tasks
- Provided excellent customer service by addressing residents' concerns in a professional manner
- Maintained cleanliness in laundry rooms by regularly cleaning machines/dryers/floors/countertops
- Cleaned windows inside/outside ensuring they were free from streaks or smudges
Service Technician
GERMBLAST
Arlington
08.2017 - 05.2018
- Pre-treated and cleaned several schools around Texas, ranging from Pre-k through 12
- Maintained safety standards by using appropriate protective gear and adhering to best practices.
- Mixed, used and properly stored hazardous chemical cleaners to reduce risk of injury or illness.
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Performed routine maintenance and repairs on various types of equipment, ensuring optimal functionality
- Collaborated with team members to troubleshoot complex problems and develop effective solutions
- Trained clients on proper operation and maintenance procedures for their equipment
Deli Associate
Walmart
Bedford
10.2015 - 08.2017
- Provided exceptional customer service to deli customers, ensuring a positive shopping experience
- Assisted customers in selecting and weighing deli products, providing recommendations based on their preferences
- Prepared and packaged deli items according to customer specifications, maintaining high quality standards
- Operated slicing machines and other equipment safely and efficiently to prepare sliced meats and cheeses for customers
- Maintained cleanliness and organization of the deli area, including sanitizing surfaces, utensils, and display cases
- Collaborated with team members to ensure smooth operation of the deli department during busy periods
- Resolved customer complaints or concerns promptly and effectively, striving for complete satisfaction
Team Leader
Long John Silvers
Euless
06.2014 - 10.2015
- Prepared identical dishes numerous times daily with consistent care, attention to detail and quality.
- Counted cash in register drawer at beginning and end of shift.
- Oversaw grill, stove and oven and cleaned all equipment after every shift.
- Led team of four members while providing exceptional customer service.
- Building was closed and torn down due highway construction
Education
Associate of Applied Science - Robotics/electrical/automation
Dallas College
Dallas, TX 03.2025 - 10.2025
High school or equivalent -
Trinity High School
Euless, TXSkills
- Software troubleshooting
- Help desk
- Technical Support
- IT Support
- Customer Support
- AutoCAD
- Microsoft Office
- 10 Key Data Entry
- IT
- Call Center
- Ardino programming
- Operating systems
- Customer Care
- Mechanical knowledge
- VPN
- Desktop Support
- Schematics
- Active Directory
- Microsoft Windows
- Computer Hardware
- ServiceNow
- Solidworks
- Communication skills
- Mechanical Engineering
- CAD experience
- Revit experience
- Customer Service
Certification
- Driver's license
- CDL
References
- Tony Turnage, 972-515-7774
- Angi DeFelippo, 832-884-9981
- Seth Griffin, 214-206-7998
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Associate of Applied Science - Robotics/electrical/automation
Dallas College
03.2025 - 10.2025
Remote IT Help Desk Technician
TEKsystems
03.2023 - Current
Remote IT Help Desk
NTT DATA
03.2022 - 03.2023
Laptop Repair Technician
SMS Infocomm
08.2021 - 03.2022
EOB Entry Clerk III
Bank of America
07.2020 - 07.2021
Passport verification
Citi
02.2020 - 06.2020
Verification/data entry specialist
Advance Micro Targeting
09.2019 - 11.2019
Collection Specialist
Santander Bank
03.2019 - 05.2019
Temp Customer Service Representative
Consensus
10.2018 - 12.2018
Maitenance porter
Valet living
06.2018 - 09.2018
Service Technician
GERMBLAST
08.2017 - 05.2018
Deli Associate
Walmart
10.2015 - 08.2017
Team Leader
Long John Silvers
06.2014 - 10.2015
High school or equivalent -
Trinity High School