Miguel Iniguez
San Diego,CA
Summary
IT professional prepared to deliver high standards in technical support and issue resolution. Proven track record of enhancing system functionality and user experience. Known for collaborative teamwork and flexibility to meet changing demands, with expertise in problem-solving and customer service.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Help Desk Technician
Kaiser Permanente
San Diego, CA
11.2024 - 12.2025
- Provided technical support for hardware and software issues, ensuring timely resolution for end-users.
- Troubleshot network connectivity problems, enhancing system reliability across departments.
- Resolved technical issues for users, ensuring timely support and minimal downtime.
- Utilized ticket system to track and manage customer inquiries effectively.
- Provided training sessions on software applications to enhance user proficiency.
- Monitored ticketing system performance, identifying trends for proactive resolution strategies.
Help Desk Support Specialist
Retail Services WIS
San Diego, CA
06.2011 - 04.2024
- Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
- Created user accounts on multiple platforms such as Windows Server 2008, 2012, 2016 Active Directory.
- Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
- Responded to customer inquiries via phone, email, or chat support.
- Installed anti-virus programs on users' computers and configured them accordingly.
- Created detailed reports describing help desk activities.
- Documented issues in bug tracking system for reporting.
- Assisted customers with instructional support and product troubleshooting.
- Supported customers with password resets and account customization.
- Opened service tickets for clients, documenting user information and description of problem.
- Resolved Level 1 technical issues with software, hardware and peripherals.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained records of daily data communication transactions, problems, and remedial actions taken or installation activities.
Education
Certificate of Accomplishment - Computer Networking
Computer Education Institute
San DiegoSkills
- Application support
- Operating systems
- Customer Education
- Service ticket tracking
- Technical Support
- Service desk support
- Help Desk Support
- Technical Troubleshooting
- Problem resolution
- Security protocols
- Device configuration
- User training
Affiliations
- fishing
- electronics building/drones
- 3d printing
Certification
- CompTia A+ 2003
- MCP 2003
Languages
Spanish
Native/ Bilingual
Education and Training
other
Timeline
Help Desk Technician
Kaiser Permanente
11.2024 - 12.2025
Help Desk Support Specialist
Retail Services WIS
06.2011 - 04.2024
Certificate of Accomplishment - Computer Networking
Computer Education Institute