Luis Manriquez
Santa Ana,CA
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
14
14
years of professional experience
Work History
Help Desk Technician
Edwards Lifesciences
05.2023 - Current
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Install software or perform hardware testing remotely using Secure remote tools (RDS, Bomgar)
- Used Service now to maintain records of daily data communication transactions, problems and remedial actions taken, or software installation activities
- Create technical manuals, conduct computer diagnostics to investigate the error codes for solutions
- Problem solving skills,customer service and interpersonal skills
- User account management and permission through active directory.
- Asset management and equipment imaging and management through Intune, Azure AD
- Configuration of computer software management software, desktop communications software (Cisco Jabber), operating system software and internet directory services software
Application Analyst
Vista Entertainment Solutions (MSP)
05.2022 - 03.2023
- Develop and maintain an extensive understanding of the cinema industry's business operations to effectively configure and support software for customers
- Install and configure the Vista software, as part of smaller consultation projects, full-scale and long-term deployments
- Provided support for system deployment and troubleshooting on-site and remotely using various remote secure software (Bomgar, Logmein, Zoho, Beyond-Trust, Splashtop, TeamViewer, ConnectWise)
- Remoted into customers enviroments to analyze error logs from the Vista software suite
- Identify and log software bugs to be fixed by the development team
- Navigate and understand MS SQL Server relational databases and utilize T-SQL queries to investigate and solve problems
- Serve as part of a scheduled roster to answer urgent after-hours support calls from customers
IT Helpdesk Specialist
Allied Universal
10.2021 - 05.2022
- Used ticketing systems to manage and process actions taken
- Provided on-call support for critical issues
- Managed call flow and responded to technical support on-site and remotely through Secure Remote Software (RDS, Logmein, Bomgar)
- User management and Microsoft 365 products licenses through Active Directory, Azure, and Exchange
- Managed onboarding and offboarding process for user accounts and equipment assignation
- Asset management
- Image Computer Equipment for users
Bilingual Technical Support Specialist
Vallarta Super Markets
03.2018 - 09.2020
- Used ticketing systems (Service-Now) to manage and take notes of actions taken
- Provided on-call support for critical issues
- Overlooked operation and maintenance of the hardware and software systems, servers, point of sales cash registers and software, punch-in clocks (Kronos) of over 50+ store locations and corporate offices
- Identified and solved technical issues with a variety of diagnostic tools, and managed user's accounts through active directory.
- Followed up with company employees to ensure optimal systems functions
- Managed call flow and responded to technical support
- Provided base-level IT support to non-technical personnel within the business
- Monitor and trouble-shot POS systems (Aloha, Maitre'D)
- Daily Review and monitor all systems and network performance
- Remotely troubleshot systems incidents
Bilingual Technical Support
IT-TC (MSP)
08.2017 - 02.2018
- Used ticketing systems to manage and take notes of actions taken
- Identified and solved software and hardware-related issues with a variety of diagnostic tools.
- Followed up with clients to ensure optimal customer satisfaction.
- Configured Windows and IOS computer equipment, and all types of mobile devices.
- Assessed client's profiles and aligned them with the best possible products and services to meet their needs.
- Managed call flow and responded to technical support needs of customers.
- Created cases and claims for damaged or faulty products
- Provided base-level IT support to non-technical personnel within the business.
- Installed and troubleshot Microsoft related software products.
Restaurant Cashier Manager
Mac Ricos
01.2012 - 05.2017
- Oversaw front-of-house personnel to maintain adequate staffing and minimize overtime
- Carefully interviewed, selected, trained, and supervised staff
- Interacted positively with customers while promoting facilities and services
- Led and directed team members on effective methods, operations, and procedures
- Maintained a safe working and guest environment to reduce the risk of injury and accidents
- Correctly calculated inventory and ordered appropriate supplies.
PC Technician
Compumundo
10.2009 - 09.2010
- Performed computer maintenance and repairs
- Used diagnostic software to troubleshoot computers to determine hardware failures.
- Installed and upgraded Windows operating systems and Microsoft related products.
- Computer building to customer specification
- Determine and solved problems with malfunctioning products.
Education
Bachelor of Science - Systems engineering
Instituto Tecnologico Superior De Apatzingan
Apatzingan, Michoacan05.2017
Skills
- Knowledgeable in web design
- Remote desktop support
- Knowledgeable in computer and network Support
- Proficient in Windows and Mac OSX
- Microsoft Office 365
- Skilled multitasked
- Analytical and critical thinker
- Experience in customer service
- Troubleshooting handheld MC Terminals
- Active Directory
- Monitoring systems
- Knowledge-base on troubleshooting programs and systems
- HTML
- MYSQL
- IT Support
- Microsoft Windows Server
- LAN
- Mobile Devices
- Help Desk
Accomplishments
Udemy Academy CompTIA Course Work
Nectec CCNA Course Work
Additional Information
- Authorized to work in the US for any employer
Languages
Spanish
Native or Bilingual
Timeline
Help Desk Technician
Edwards Lifesciences
05.2023 - Current
Application Analyst
Vista Entertainment Solutions (MSP)
05.2022 - 03.2023
IT Helpdesk Specialist
Allied Universal
10.2021 - 05.2022
Bilingual Technical Support Specialist
Vallarta Super Markets
03.2018 - 09.2020
Bilingual Technical Support
IT-TC (MSP)
08.2017 - 02.2018
Restaurant Cashier Manager
Mac Ricos
01.2012 - 05.2017
PC Technician
Compumundo
10.2009 - 09.2010
Bachelor of Science - Systems engineering
Instituto Tecnologico Superior De Apatzingan
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