Luis Jimenez
Temple,GA
Summary
I am a young professional with a unique combination of artistic, technical, and customer service skills, and am capable of combining them to provide a great and experienced level of work. I am a results-driven technical professional with comprehensive understanding of user support and system maintenance. I am known for effective troubleshooting and resolution of technical issues. I have a strong focus on team collaboration and adaptability, ensuring reliable and dynamic service. I provide expertise in hardware and software support, along with proactive approach to problem-solving.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Support Technician- Level 2
Kaiser Permanente
12.2015 - Current
- Responded to telephone, chat, and email inquiries regarding operation, use and repair of applications
- Developed comprehensive documentation for support processes, enabling faster issue resolution for team members.
- KCS certified trainer
- Created and updated articles for KCS
- Updated documentation and produced reports.
- Trained junior technicians to improve their technical skills and increase overall team productivity.
- Implemented proactive measures to identify potential issues before they escalated, minimizing system disruptions.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Trained agents on how to operate components and systems.
- Participated in ongoing professional development opportunities to stay current with industry best practices and latest technology advancements.
- Created user accounts and assigned permissions.
Food Service Worker
Panera Bread
01.2014 - 12.2015
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
IT Help Desk Technician
Amcor
05.2012 - 01.2014
- Configured hardware, devices, and software to set up work stations for employees.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
Education
Associate of Arts - Arts And Sciences
Riverside City College
Riverside, CA05-2009
Skills
- Bilingual (Spanish)
- Application support
- Troubleshooting abilities
- Remote Support
- Technical Support
- Troubleshooting skills
- Microsoft Office Specialist (MOS)
- Customer Service
Certification
- KCS Certified Coach
Languages
Spanish
Native or Bilingual
Timeline
IT Support Technician- Level 2
Kaiser Permanente
12.2015 - Current
Food Service Worker
Panera Bread
01.2014 - 12.2015
IT Help Desk Technician
Amcor
05.2012 - 01.2014
Associate of Arts - Arts And Sciences
Riverside City College
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