Luis Ledezma
Lisle,IL
Summary
Detail-oriented Service Desk Technician with extensive experience in ticket management and completion of access requests, along with a strong background in customer service. Proficient in troubleshooting technical and complex software and hardware issues. Skilled in account provisioning and managing user credentials.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Desk Technician
NorthShore – Edward-Elmhurst Health
2021.02 - Current
- Fulfilled Help Desk requests such as access requests and executed time-sensitive project assigned tasks
- Screened, diagnosed, and managed internal and external work requests to support computer software applications and hardware for organization's users
- Provided escalation level support to end users for technical inquiries via phone, email, and Help Desk applications
- Troubleshooted software and hardware issues on various devices including laptops, desktops, tablets, and smartphones, as well as Enterprise applications
- Logged detailed support tickets for successful escalation and reporting purposes.
David J. Rubis - Dental Assistant
Advance Family Dental
2015.06 - 2020.05
- Proficient in documenting patient charts, providing excellent patient care, and utilizing medical equipment to enhance patient care
- Experience utilizing Windows 10, Dolphin Imaging, Dolphin Management, Dentrix and MiPacs.
Education
Associate of Applied Science Cybersecurity -
Joliet Junior College
01.2020
Emerging Leaders Training | Professional Development -
Endeavor Health
03.2024
Skills
- Proficient in ServiceNow for support ticket and request management
- Skilled in fulfilling access requests and account provisioning across various account types
- Familiarity with Windows systems and proficiency in Microsoft Office Suite
- Experience in incident management and user credential management
- Demonstrated effective time management abilities for timely task completion and deadline adherence
- Skilled in providing remote support to end users
Certification
Official ISC2 CC Online Self-Paced Training
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Service Desk Technician
NorthShore – Edward-Elmhurst Health
2021.02 - Current
David J. Rubis - Dental Assistant
Advance Family Dental
2015.06 - 2020.05
Associate of Applied Science Cybersecurity -
Joliet Junior College
Emerging Leaders Training | Professional Development -
Endeavor Health
Official ISC2 CC Online Self-Paced Training
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