Mauricio Padilla
Trophy Club
Summary
Practiced troubleshooter with excellent attention to detail and methodical approach. Experienced in providing comprehensive technical support to users and resolving complex issues. Well organized with a customer oriented attitude.
Overview
5
5
years of professional experience
Work History
IT Help Desk Technician
TEKsystems
01.2024 - Current
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
- Streamlined help desk operations by implementing an effective ticket management system (ServiceNow)
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Assisted with a variety of application issues: Microsoft Teams cache clearing, rebuilding Outlook Mail Profile, running Office repair, etc.
- Extensive work in Active Directory: password resets, adjustments to profile information, verification of access, and unlocking accounts.
- Provided aid with software installation and driver updates on a regular basis.
- Submitted access requests for users and ran reports on existing requests via AlertEnterprise.
- Responded to and resolved numerous issues regarding Cisco AnyConnect VPN.
- Assisted new users with first time login and setup; laptop configuration, mobile authenticator installation (DUO Mobile and Okta Verify), VPN sign in, etc.
Help Desk Support / Client Services Advocate
Fidelity Investments
12.2022 - 05.2023
- Performed help desk functions, including password resets, account updates, and verification
- Walked user through series of steps to determine problem and implement likely solution.
- Logged activities in tracking system (Salesforce) to maintain accurate, timely records.
- Maintained an average schedule efficiency of 97.65% since hire date
- Quickly adapted to an extensive array of situations, including fraudulent and hostile clients
Dairy Associate/Clerk
Sprouts
03.2022 - 12.2022
- Extensively audited stock counts to ensure a pristine level of accuracy
- Managed scheduled time with the utmost care and attention to complete task fulfillment
- Recognized by management for strong work ethic and achieving excellent results
- Sought training across various departments to provide critical aid when necessary
Merchandiser
Target
10.2020 - 03.2022
- Delivered empathetic and knowledgeable customer service
- Assumed responsibility for leadership activities, ensuring the productivity of a team
- Audited product regularly to ensure accurate product counts
- Collaborated daily with peers to reach goals and deadlines
- Commended for having stellar metrics and efficiency
Team Member
Chick-fil-A
07.2019 - 02.2020
- Provided energetic and attentive customer service
- High attention to detail with customer orders and inquiries
- Maintained professionalism and efficiency in a hectic environment
- Transferred smoothly to a second location, through amiable networking
- Commended for a high level of productivity
Education
Computer Information Systems
University of North Texas
DentonHigh School Diploma -
Founders Classical Academy
Lewisville, TXSkills
- Critical thinking with complex problem solving
- Phone and Email Etiquette
- Statistical Data Management
- Multi-Line Telephone Systems
- Authorization Verification
- Knowledgeable in Office 365 suite
- Comfort with technology and databases
- Forms and spreadsheet creation
Timeline
IT Help Desk Technician
TEKsystems
01.2024 - Current
Help Desk Support / Client Services Advocate
Fidelity Investments
12.2022 - 05.2023
Dairy Associate/Clerk
Sprouts
03.2022 - 12.2022
Merchandiser
Target
10.2020 - 03.2022
Team Member
Chick-fil-A
07.2019 - 02.2020
Computer Information Systems
University of North Texas
High School Diploma -
Founders Classical Academy