Luis Alberto Eseberre
Dallas,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. A result driven passionate individual, high energy Computer Technician Professional with over ten years of experience focusing on providing clients solutions to complex issues and always maintaining a high level of professionalism and eagerness to complete the task at hand. A proactive and positive individual that will not shy away from wearing different hats when needed and who has the ability to listen and clearly understand directions. A dedicated and resourceful individual with a degree in Information Systems and Security that is hungry for knowledge with a “think outside the box” thought process with passion for delivering quality work and keeping customers happy while keeping quality in mind. A team player who understands the bigger picture.
Overview
13
13
years of professional experience
Work History
Help Desk Support Lead
Unique Resource Solutions
Irving, TX
05.2019 - Current
- 100% Remote position as the helpdesk lead supporting issues which are reported via email or phone calls to helpdesk
- Assist in training junior resources and streamlining processes to improve turnaround time for issue resolution
- Work successfully with diverse group of coworkers and within different time zones to accomplish goals and address issues related to our products and services
- Demonstrated leadership by making improvements to work processes and helping to train others as needed
- Prioritize and organize tasks to efficiently accomplish service goals by understanding the severity level of tickets that are logged with helpdesk
Computer Technician Specialist
Arrow Consulting - Client: SAMSUNG
Richardson, TX
06.2016 - 03.2019
- Day to day maintenance of 3000 port communications system
- Maintained records of daily data communication transactions, or installation activities
- Troubleshot and resolved hardware, software, and network issues for our various departments, mainly focusing on support of Phone and Video conferencing software and hardware
- Was responsible for complete set up of phone and video conferencing network system for off-site office
- Traveled as needed for off-site location support and set up
Help Desk Team Lead
Extreme Reach
Irving, TX
10.2014 - 05.2016
- TCP/IP, IP Configuration & Troubleshooting
- PC/Server troubleshooting for 200+ stations
- Trained new staff members in troubleshooting procedures and the use of help desk tracking systems
- Provided technical support and assistance to internal users on a variety of hardware, software and network related issues
- Ensured customer satisfaction by responding promptly to inquiries, complaints, requests and concerns
- Maintained accurate records of all Help Desk activities including calls received, resolutions provided and follow-up actions taken
- Monitored ticketing system for incoming requests from end users
- Resolved escalated technical issues from customers in a timely manner using remote access tools or onsite visits as needed
- Coordinated problem resolution activities with other IT departments as required
Computer Technician Consultant
El Paso Independent School District
El Paso, TX
05.2011 - 09.2014
- Lead for team responsible for maintaining the hardware for a school district with 500+ computers
- Accountable for resolution and troubleshooting of issues involved with school printers, virus cleaning, replacing hardware
- Supported, troubleshot, repaired, and replaced software and hardware as needed
- Accountable for effective communication on resolution of issues with school leadership and my upper management team
Education
AA: Computer Science: Information Systems and Security -
Western Technical College
Skills
- Proficient in Microsoft Office Suite
- Finding and Resolving issues
- Excellent problem solving and analytical skills
- Detail Oriented
- Excellent customer service skills
- Desktop support
- Computer Software and Hardware installation
- Software configuration
- Multiple applications support
- Self-motivated with excellent work ethics
- Remote work while staying effective and efficient
- Hardware installation and network set up
Languages
- Spanish: Professional
- English: Native/ Bilingual
Timeline
Help Desk Support Lead
Unique Resource Solutions
05.2019 - Current
Computer Technician Specialist
Arrow Consulting - Client: SAMSUNG
06.2016 - 03.2019
Help Desk Team Lead
Extreme Reach
10.2014 - 05.2016
Computer Technician Consultant
El Paso Independent School District
05.2011 - 09.2014
AA: Computer Science: Information Systems and Security -
Western Technical College
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