Kenneth Jorge Verdejo

• Trained users on desktops, laptops and mobile devices.
• Guide staff technology use, assisting with troubleshooting and quality control to streamline operations.
• Identify negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
• Obtain and evaluate information about new systems, peripherals and software technology.
• Setup and install new computers.
• Research and identify solutions to technical problems.
• Manage over 50-60 users per week
• Diagnose and troubleshot hardware, software and network issues.
• Support operating system and various tools and applications
• Install, configure and maintain computer systems and network connections
• Configure hardware, devices, and software to set up work stations for Chevron employees
• Performed troubleshooting for users remotely
• Completed troubleshooting and diagnostics on company resources.
• Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
• Troubleshot problems or issues with desktops and laptops.
• Supported operating system and various tools and applications.
• Configured hardware, devices, and software to set up work stations for employees.
• Researched and identified solutions to technical problems.
• Disconnected and reconnected desktops and peripherals to support office moves.
• Used ticketing systems to manage and process support actions and requests.
• Assisted with updating technical support best practices for use by team.
• Diagnosed and troubleshot hardware, software and network issues.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Installed and configured operating systems and applications.
• Responded to customer inquiries and provided technical assistance over phone and in person.

• Demonstrate high-level technical expertise in managing installation and updates on required hardware for universities.
• Utilize CSM, CRM, and chat systems to document and manage customer interactions.
• Shift between multiple open windows and applications to sustain speed and quality customer experience.
• Review, analyze and troubleshoot customer issues providing solution to problems.
• Provide technical support with MacOS, Windows, iOS, and Android devices.
• Develop comprehension of VPN networks and configuration techniques.
• Assist with password resets, adding printers, connecting to wired and wireless networks, and setting up two factor authentication.
• Adhere to HIPPA, verification, and data encryption guidelines to maintain security compliance.

• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Managed over 80-90 customer calls per day
• Served as primary point of contact for triaging technical issues.
• Reviewed technical guidelines to verify compliance with information security standards and best practices.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Worked effectively in fast-paced environments.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Excellent communication skills, both verbal and written.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Managed time efficiently in order to complete all tasks within deadlines.