Miguel Perez
Chicago,IL
Summary
Experienced IT professional with expertise in desktop support, technical troubleshooting, and network connectivity. Proficient in configuring and maintaining PCs, laptops, and network devices. Skilled in software installations, hardware repairs, and using ITIL-based ticketing systems. Adept at providing exceptional customer service and process documentation.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Desktop Support Technician
HCL America, Inc. (Blue Cross Blue Shield)
Chicago, IL
12.2021 - 05.2023
- Troubleshot computer systems to identify and resolve operating system and application problems.
- Assisted with the installation of new computers, peripherals and other IT-related equipment.
- Configured user accounts in Active Directory for access to corporate resources.
- Created detailed documentation of all tasks performed on user's computers.
- Performed regular maintenance activities such as virus scans, disk de-fragmentation.
- Diagnosed network connectivity issues by troubleshooting LAN and WAN components including routers, switches and cables.
- Resolved customer service requests in a timely manner according to established SLAs.
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
- Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Researched and maintained IT project and service documentation to assist future problem resolution.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Inspected equipment and read order sheets to prepare for delivery to users.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Collected, analyzed and reported on data for use in operational planning.
- Entered commands and observed system functioning to verify correct operations and detect errors.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Provided technical support to users regarding hardware, software and network related issues.
- Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.
Front Desk Agent
Hampton Inn Chicago North-Loyola Station
08.2015 - 06.2019
- Handled guest services, sales, and developed communication skills through face-to-face interactions with upwards of 150 people each day
- Confirmed booking with guests through email, phone calls, and fax
- Maintained an inventory of supplies and forms for front desk and for all hotel room items
- Trained employees on front office computer systems and software – OnQ data software
- Recorded all guest payments and checked for the validity of all relevant guest identification and information when processing credit card payments to prevent fraud
Bartender/Barback
The Berghoff Café O’Hare
10.2012 - 06.2015
- Trained three new bartenders on all aspects of the job from drink preparation and knowledge to building valuable customer relationships and upselling techniques
- Reduced inventory losses by 10% by managing our beverage inventory with innovative beverage management software
- Processed food orders from guests at the bar and recommended beverage pairings, which boosted spending by an average of $10 per customer
- Restocked bar supplies and alcohol inventory
Insurance Agent
State Farm – Susan Monaghan
02.2010 - 08.2012
- Assessed and analyzed client needs and explained coverage levels with options to their specific solutions
- Processed applications, payments, corrections, endorsements, and cancelations
- Monitored insurance claims to ensure they were settled equitably for both the client and the insurer
- Utilized effective lead generation activities to identity new prospects
- Provided quotes using specialized quoting software based on attained age attributes
Education
Associate of Applied Science - Information Technology
DeVry University
Chicago, ILBachelor of Arts - Information Technology
Devry University
Chicago, ILSkills
- Bridging Network Interfaces
- Real time operating systems Installation
- Hardware troubleshooting
- Software Installation
- Advanced troubleshooting
- Technical Support
- Vendor Collaboration
- Vendor Relations
- Training and mentoring
- Hardware diagnostics
- User Account Management
- Virtualization Technologies
- Performance Testing
- Remote Support
- Device configuration
- Technical Documentation
- Bridging Network Interfaces
Certification
- Networking Essentials
Timeline
Desktop Support Technician
HCL America, Inc. (Blue Cross Blue Shield)
12.2021 - 05.2023
Front Desk Agent
Hampton Inn Chicago North-Loyola Station
08.2015 - 06.2019
Bartender/Barback
The Berghoff Café O’Hare
10.2012 - 06.2015
Insurance Agent
State Farm – Susan Monaghan
02.2010 - 08.2012
- Networking Essentials
Associate of Applied Science - Information Technology
DeVry University
Bachelor of Arts - Information Technology
Devry University
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