Khristopher Cortez
Austin,TX
Summary
Experienced in providing reliable tech support and enhancing user experience. Leveraging strong troubleshooting skills to efficiently resolve technical issues. Demonstrating knowledge of team collaboration and adaptability for effective performance in dynamic environments. Track record of delivering exceptional customer service. Dedicated to delivering timely solutions and exceeding expectations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Tech Support
Eagle Eye Networks
08.2024 - Current
- Resolved 96% of tickets taken on first attempt, this helped reduce down time of client camera systems and security, thus improving customer retention for our cloud-based monitoring software
- Decrease my ticket hold times by 50% by recognizing issues that would require Advanced Support
- Creating self-help, how to videos enhanced user experience and reduced call times by 30%
- Zoho ticketing for managing customer support requests
IT Technician
COSAS LLC
06.2022 - 02.2024
- Created Firewall rules to prevented users from accessing the internet, which lead to a 30% increase in user efficiency
- Maintained user access on Microsoft office suite for 40 users a daily
- 24/7 Network Monitoring with PRTG
- Created Layer 2 network topologies for clients, consisting of VLANs, DHCP servers, subnets
IT Technician
Field Medix
05.2018 - 06.2022
- Network Troubleshooting, these networks would range from 50-200 daily users
- Maintained software updates to increase company throughput
- Provided on Site Tech Support for JP Morgan in SoCal
- Layer 1 troubleshooting
Education
High School Diploma -
Great Oak High School
Temecula, CA05-2013
Skills
- Network systems support and update
- IPSEC encryption configuration
- GRE tunneling
- Dynamic routing protocols (OSPF, EIGRP, RIP)
- Network configuration
- Network integration
- Network deployment
- Monitoring (PRTG)
- Vulnerability detection (NMAP)
- Network design
- Topology design
- Microsoft Active Directory
Certification
CCNA
Timeline
IT Tech Support
Eagle Eye Networks
08.2024 - Current
IT Technician
COSAS LLC
06.2022 - 02.2024
IT Technician
Field Medix
05.2018 - 06.2022
CCNA
High School Diploma -
Great Oak High School
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