Luis Caguiat
Temecula,CA
Summary
A technical support engineer with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Ability to boost system performance by thoroughly evaluating and correcting different hardware and software issues. Excellent reputation for resolving problems, improving customer satisfaction and driving overall operational improvements. Friendly Help Desk Technician with 2 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
2
2
years of professional experience
Work History
IT Consultant
City of Menifee
05.2024 - Current
- Apply IT hardware and software management principles, methods, and procedures for troubleshooting issues, email account management, audio/video/web teleconferencing capabilities, and smartphone technology.
- Implemented security measures including multi-factor authentication (MFA) DUO.
- Deployed mobile devices with the use of ADM and IBM Maas360.
- Assist users in gaining access to remote access applications, install the required software, train users, and resolve technical issues.
- Improved service quality by consistently monitoring SLA compliance and implementing corrective actions.
IT Consultant
Hyperion Creative Design Group
01.2024 - 05.2024
- Assisted in various issues associated with Microsoft365, AutoCAD, and other various software required for drafting architectural plans.
- Installation of Desktops, network printers, and also Mesh wifi routers.
- Consulted with engineering team members to determine system loads and develop improvement plans.
Help Desk Technician /Floor Coordinator
California State University San Marcos
09.2022 - 01.2023
- Oversaw 20,000+ users on a wide range of issues related to hardware and software.
- Identified, diagnosed, and worked with other groups to resolve Tier 1 & 2 technical problems for hardware and software-related issues.
- Assisted users with account issues including, but not limited to password resets, inability to access programs, and new student account questions.
- Maintained a 98% Satisfaction Rating with 2000+ resolved tickets and request.
- Monitored employee performance, providing constructive feedback for continuous improvement and development.
- Walked individuals through basic troubleshooting tasks.
Education
Bachelor of Science - Computer Science
California State University San Marcos
San Marcos, CA12.2023
Associate of Science - Computer Science And Information Systems
Palomar College
San Marcos, CA06.2021
Skills
- Mobile Device Deployment
- Windows/Mac systems
- Technical issues analysis
- Data recovery
- Troubleshooting and diagnostics
- IT Asset Management
- Software Installation
- Ticket management
- Hardware Repair
- Customer Service
- Technical Support
- User credential management
- Help Desk Support
Timeline
IT Consultant
City of Menifee
05.2024 - Current
IT Consultant
Hyperion Creative Design Group
01.2024 - 05.2024
Help Desk Technician /Floor Coordinator
California State University San Marcos
09.2022 - 01.2023
Bachelor of Science - Computer Science
California State University San Marcos
Associate of Science - Computer Science And Information Systems
Palomar College
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