Marcelino Diaz
Wilkes Barre,NY
Summary
Dynamic Account Trainer and Computer Technician with a proven track record at HCL Technologies and Cross Roads Computers. Excelled in technical troubleshooting and new hire training, enhancing productivity by 30%. Skilled in network diagnostics and public speaking, adept at fostering customer success and employee development.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Account Trainer
HCL Technologies
08.2014 - Current
- Provided coaching and mentoring to employees.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Established and maintained quality control standards.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Collaborated with subject matter experts to create accurate training content.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Built and maintained professional relationships with vendors and suppliers.
Computer Technician
C3i Healthcare Connections
08.2014 - Current
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Enhanced system performance by conducting regular software and hardware updates.
- Replaced defective components and parts on malfunctioning computers and office machines.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Linked computers to network and peripheral equipment.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Successfully migrated company data during system upgrades without losing any critical information.
- Resolved technical issues for clients through remote support, increasing customer satisfaction.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Collaborated with team members to troubleshoot complex technical issues, resulting in faster resolution times.
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
- Set up and maintained user accounts and client access.
- Provided timely and efficient IT support for staff members, reducing downtime and improving productivity levels.
- Evaluated and recommended new technology upgrades to increase efficiency within the organization.
- Maintained office PCs, networks and mobile devices.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
Computer Technician
Cross Roads Computers
03.2010 - 09.2014
- Replaced defective components and parts on malfunctioning computers and office machines.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
Education
High School Diploma -
Hazleton Area High School
Hazleton, PAAssociate of Science - Associate Degree in Specialized Business in Compu
McCann School of Business And Technology
Hazle Township, PA04-2010
Skills
- New Hire Training
- Planning and coordination
- Public Speaking
- Technical Troubleshooting
- Technical Support
- Product Troubleshooting
- Remote Support
- Call Center Operations
- Customer service expert
- Microsoft Outlook
- Network diagnostics
- Customer Success Management
- User Support
- Application support
- Software Installation
- Data Recovery
- Technical issues analysis
- Desktop support
- Windows 10
- User credential management
- Ticket management
- Ticket support system management
- Network configuration
- Hardware upgrades
- User guidance
Certification
- CompTIA Certification 2009
Timeline
Account Trainer
HCL Technologies
08.2014 - Current
Computer Technician
C3i Healthcare Connections
08.2014 - Current
Computer Technician
Cross Roads Computers
03.2010 - 09.2014
High School Diploma -
Hazleton Area High School
Associate of Science - Associate Degree in Specialized Business in Compu
McCann School of Business And Technology
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