Kevin Acevedo

Urban-security.com | Contact: Michael@urban-security.com

• Patched software and installed new versions to eliminate security problems and protect data.
• Configured hardware, devices and software to set up work stations for employees.
• Patiently walked individuals through basic troubleshooting tasks.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.

• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Researched product and issue resolution tactics to address customer concerns.
• Used ticketing systems to manage and process support actions and requests.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.