LUIS BELTRAN
Santa Teresa
Summary
Focused and adaptable professional with years of work experience and proven knowledge of leadership, problem-solving, and workflow prioritization. Frequently praised as detail-oriented by peers, aiming to leverage my abilities to successfully fill the role, and ready to learn and grow. I can be relied upon to help an organization achieve its goals.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
17
17
years of professional experience
Work History
IT Support Technician II
Texas Tech Health Sciences Center
12.2023 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Completed inventory counts and organized supplies.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems, network connections and imaged new systems.
- Installed and configured operating systems and applications.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Walked individuals through basic troubleshooting tasks.
- Worked in projects such as refresh and moving clinical departments to different locations
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Proved successful working within tight deadlines and a fast-paced environment.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners, keyboards, mice, monitors, webcams, and speakers.
TECHNOLOGY SUPPORT ANALYST
University of Texas at El Paso
06.2023 - 12.2023
- Performed troubleshooting on various systems such as Windows OS, Mac OSX
- Identified, diagnosed and resolved technical hardware and software issues in a timely manner.
- Tracked incidents within ticketing system ensuring proper follow up until resolution is achieved.
- Coordinated activities between IT staff members ensuring that projects are completed according to schedule.
- Resolved complex customer inquiries related to network connectivity or application usage issues.
- Deployed updates and patches on workstations using automated deployment tools.
- Installed, configured and maintained computers, laptops, printers and other peripheral devices.
- Managed user accounts, passwords and access rights for network resources.
REP 2 TECHNICAL SUPPORT SPECIALIST
Charter Communications/ Spectrum
07.2017 - 05.2023
- Troubleshot issues on device-specific problems, network performance and internet connectivity.
- Provided customers with overview of installation activity, site-specific information, and access to technical contacts.
- Installed and performed minor repairs to hardware, software and peripheral equipment, following design and installation specifications.
- Supported full range of network hardware and operating systems in customer base.
- Efficiently resolving customer issues over the phone.
- Troubleshooting connections (e.g) Ethernet/networking connections, coax cables, cable equipment.
- Technical expert across multiple software programs (CSG Billing system, Agent OS, Microsoft Office, Scope).
- Assisting Customers with mobile Programs/Applications.
- Performing diagnostics in Modems, Routers and Cable equipment.
- Delivered support for internet service and connectivity-related issues pertaining to operating system, PC and browser configuration.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
- Assisted new hire agents in training.
- Handled customer complaints and escalated issues according to procedures.
- Used proactive monitoring procedures and tools to identify problem-prevention opportunities.
- Conducted customer service recoveries using technical knowledge and business skills.
ASSOCIATES IN INFORMATION TECHNOLOGY
El Paso Community College
05.2016 - 05.2023
- Provided technical support to end users with hardware and software issues, resolving problems quickly and efficiently.
- Implemented security measures to protect data from unauthorized access or modification.
- Tracked service requests through helpdesk ticketing system to monitor progress.
- Collaborated with team members on complex technical projects.
- Resolved user account problems within Active Directory environment.
- Provided technical support to end users regarding installation of hardware and software components.
- Assisted in developing processes for deploying new computers and applications to end users.
- Performed system backups and restores as required.
- Maintained proper security levels and access rights for software and end-user PCs.
- Monitored and responded quickly to requests submitted to the help desk.
- Supported other departments with their IT needs by providing advice or assistance when necessary.
- Configured remote access solutions such as VPNs and Remote Desktop Protocols.
- Assisted users with connecting fax machines, printers and other output devices to the company network and internet.
DIRECTOR OF SALES/ ASSISTANT MANAGER
Best Western
11.2015 - 01.2017
- Responding to Sales Inquiries
- Responsible for digital Marketing
- Check-In/ Check-out process
- Responsible for creating work schedules for employees
- Answered customers' questions about products, prices and availability.
- Reviewed operational records and reports to project sales and determine profitability.
- Identified opportunities and strategies to increase sales.
- Coordinated merchandise placement, signing and inventory control to improve sales.
- Gauged store performance by monitoring weekly performance and financial reports.
FRONT DESK CLERK
Best Western
04.2008 - 01.2015
- Check-In/ Check-out process
- Cashier
- Guest Hospitality
- Guest satisfaction/ Respond to guest's feedback
- Set examples and support upper management by following new procedures
- Meeting sales goals and expectations
- Proficient in maintaining proper records of each sale in a safe and confidential manner
- Used computer and database systems to verify information, process purchases and make notes.
- Maintain PC's and Printers
Education
BACHELOR'S DEGREE - INFORMATION TECHNOLOGY
Arizona State University
Tempe, AZ12-2025
ASSOCIATES - INFORMATION TECHNOLOGY
El Paso Community College
El Paso, TX05.2016
Skills
- Troubleshooting and Assistance
- Configuring Devices
- Application Installation
- Virtual Machines/VMWare
- Knowledge in LAN and WAN
- Unix/Linux(Ubuntu and Kali Linux)
- Issue and Resolution Tracking
- Networking Protocols/Devices
- PowerShell Commands
- Knowledge on multiple OS
- Office 365 Proficiency
- Able to develop trust and motivation of coworkers and clients
- Reliable, responsible, and work well alone and with fellow coworkers
- Critical thinker
- Attention to detail
- Application support
- Ticket management
- Technical support background
- Network configuration
- Achievement oriented
- Repair skills
- Effective in handling detailed and complicated projects
- Desktop Support
- Experience with Virtual Machines
- Hardware Upgrades
- Software Deployment
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
IT Support Technician II
Texas Tech Health Sciences Center
12.2023 - Current
TECHNOLOGY SUPPORT ANALYST
University of Texas at El Paso
06.2023 - 12.2023
REP 2 TECHNICAL SUPPORT SPECIALIST
Charter Communications/ Spectrum
07.2017 - 05.2023
ASSOCIATES IN INFORMATION TECHNOLOGY
El Paso Community College
05.2016 - 05.2023
DIRECTOR OF SALES/ ASSISTANT MANAGER
Best Western
11.2015 - 01.2017
FRONT DESK CLERK
Best Western
04.2008 - 01.2015
ASSOCIATES - INFORMATION TECHNOLOGY
El Paso Community College
BACHELOR'S DEGREE - INFORMATION TECHNOLOGY
Arizona State University
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