Juan Andino
Denver,CO
Summary
Professional support specialist with strong background in troubleshooting, technical support, and customer service. Skilled in resolving hardware and software issues efficiently and effectively. Known for collaborative approach and adaptability to evolving needs, ensuring optimal team performance and user satisfaction. Reliable, resourceful, and focused on achieving results.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Help Desk Technician
Nexcore Group
Denver, CO
05.2024 - Current
- Provided technical support for hardware and software issues, ensuring timely resolutions.
- Diagnosed and resolved network connectivity problems for end-users to maintain operational efficiency.
- Managed ticketing system, prioritizing incidents to enhance response times and customer satisfaction.
- Trained new staff on troubleshooting techniques and customer service best practices, improving team performance.
- Collaborated with IT teams to implement system upgrades, contributing to improved functionality and security.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Promoted positive work culture within the team by providing constructive feedback, fostering collaboration, and maintaining a solution-oriented mindset.
- Optimized helpdesk workflows by identifying areas for improvement and implementing necessary changes.
HR Administrative Assistant
Colorado Coalition for the Homeless
Denver, CO
09.2023 - 05.2024
- Provided clerical and administrative support to manager and executives.
- Sourced candidates and updated lead database to support recruiters.
- Facilitated daily operations of HR department with general and administrative support.
- Processed personnel leave-request forms, new hire packets and benefits information.
- Inspected files to verify employee documentation and accuracy.
- Coordinated new-hire orientation sessions and trained new hires on facility procedures.
- Scheduled and coordinated meetings and training to support HR operations.
- Answered HR department inquiries, forwarding calls and messages to relevant personnel.
- Assisted in administering workers’ compensation claims including filing paperwork and tracking progress.
- Maintained confidentiality of sensitive employee information at all times.
Inside Sales Representative
YMCA of Metro Denver
Denver, CO
05.2023 - 08.2023
- Customer service inbound and outbound call support
- Processed administrative requests for YMCA members and participants related to refunds, account changes, registration support
- Account management expert – data auditing and system updates
- Translational support
Front Desk Receptionist
The Health Center
Denver, CO
10.2022 - 05.2023
- Customer service & engagement
- Managing inbound and outbound call inquiries
- Following state and federal mandated laws whilst selling medical and recreational marijuana
- Cashier management of sales via credit card and cash transactions
- Translational support as needed.
Front Desk Agent
Peach Tree Hotel Group
Lone Tree, CO
05.2022 - 10.2022
- Customer service general administrative tasks
- Administrative tasks included account balance management
- Managing inbound and outbound call inquiries
- Maintain accurate customer information system data entry
- Translational support between staff and customers
- Customer engagement.
Floor Sales Attendant
Walgreens
Puerto Rico
02.2021 - 08.2021
- Performed general customer service responsibilities
- Administrative tasks included cashier check out of purchased items
- Managed inbound call inquiries
- Inventory management and restock
- Upsold and promoted Walgreens customer rewards program
- Customer support – assistance with locating desired items.
Education
Undergraduate - Journalism
Universidad Pontificia Bolivariana
01-2021
Skills
- Software updates
- Issue resolution
- Hardware repair
- Remote system analysis
- User training
- Ticket management
- Technical support triage
- Data processing
- Remote support
- Software installation
- SOP development
- Technical documentation
- Help desk software
- IT documentation
Certification
Introduction to Technical Support - IBM
Introduction to Hardware and Operating Systems - IBM
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Help Desk Technician
Nexcore Group
05.2024 - Current
HR Administrative Assistant
Colorado Coalition for the Homeless
09.2023 - 05.2024
Inside Sales Representative
YMCA of Metro Denver
05.2023 - 08.2023
Front Desk Receptionist
The Health Center
10.2022 - 05.2023
Front Desk Agent
Peach Tree Hotel Group
05.2022 - 10.2022
Floor Sales Attendant
Walgreens
02.2021 - 08.2021
Undergraduate - Journalism
Universidad Pontificia Bolivariana