Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Mark Castaneda

San Antonio,TX

Summary

Dependable Computer User Support Specialist with extensive helpdesk experience, adept at resolving complex technical issues and enhancing user satisfaction. Proven ability to communicate intricate concepts clearly, fostering an understanding of software and hardware utilization among end-users. Strong troubleshooting skills have led to improved help desk response times and proactive support initiatives, significantly elevating the user experience.

Overview

6
6
years of professional experience
1
1
Certification

Work History

IT Technician

Millitary
San Antonio, TX
08.2019 - Current
  • Completed hardware issue resolutions with effective component replacement.
  • Conducted necessary system backups and restores.
  • Gathered data for operational planning analysis.
  • Troubleshot system issues related to network connectivity, software installation and configuration, printing.
  • Provided support by instructing users on simple troubleshooting steps.
  • Configured routers, switches and wireless access points for LANs and WANs.
  • Updated clients regarding progress and expected timelines for incident resolutions.
  • Diagnosed technical faults in IT infrastructure to restore functionality.
  • Installed various operating systems.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Collaborated with colleagues to enhance workplace efficiency.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Displayed proficiency in addressing issues swiftly and successfully.

Education

High School Diploma -

Perry Merdian High School
Indianapolis, IN
04-2018

Some College (No Degree) - Construction Management

Ivy Tech Community College of Indiana
Indianapolis, IN

Skills

  • Technical support
  • Software updating
  • Helpdesk services
  • Network troubleshooting
  • Wireless networking
  • User training
  • Desktop technical support
  • System administration
  • Hardware installation
  • Network maintenance
  • Mobile device management
  • Remote support
  • Help desk operations
  • Incident management
  • Security patching
  • Troubleshooting and Diagnostics

Accomplishments

  • 3 ARMY ACHIEVIMENT MEDALS
  • ARMY GOOD CONDUCT MEDAL
  • TEAM LEADER

Certification

  • IT SPECIALIST ACADEMIC HOURS 794

Languages

Spanish
Elementary

Timeline

IT Technician

Millitary
08.2019 - Current

High School Diploma -

Perry Merdian High School

Some College (No Degree) - Construction Management

Ivy Tech Community College of Indiana

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Mark Castaneda