Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Nasser Contreras

Dallas/Fort Worth,TX

Summary

IT Support Specialist with 10 years of experience in desktop support and on-site troubleshooting. Proficient in Windows environments, Active Directory, Office 365, and Exchange management. Demonstrated expertise in hardware and software installation, configuration, and patching, resulting in enhanced system stability. Committed to delivering exceptional customer service and improving processes through effective documentation and communication.

Overview

9
9
years of professional experience
1
1
Certification

Work History

IT Support Specialist / Field Technician

Goodwill Industries Of North Texas
Fort Worth, TX
09.2016 - Current
  • Executed installation, configuration, and patching of hardware and software for end users across multiple departments.
  • Trained new employees on IT support processes to ensure efficient issue resolution.
  • Troubleshot daily IT desktop client issues, resolving connectivity, hardware, and software problems promptly.
  • Maintained communication with customers regarding issue resolution progress and estimated times of completion.
  • Reviewed support cases for technical accuracy, implementing best practices for enhanced resolution times.
  • Managed user profiles, security access, and shared file structures to ensure data integrity.
  • Delivered comprehensive training on hardware, software, and network-related issues to end users.
  • Administered Exchange and Office 365, managing mailboxes and user permissions effectively.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
  • Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.

Education

Associate of Arts - Human Behavior

Hill College
Cleburne, TX
05-2014

Skills

  • Desktop support and troubleshooting
  • Windows OS management
  • Active Directory administration
  • Office 365 user management
  • Exchange Server administration
  • Hardware installation and maintenance
  • Process improvement
  • Networking and connectivity troubleshooting
  • Disaster recovery planning
  • Imaging and deployment
  • Vendor coordination
  • Documentation and training
  • Security access management
  • Technical support (Tier 1 and Tier 2)
  • Help desk ticketing systems
  • Verbal and written communication skills
  • Documentation skills
  • Accountability and ownership
  • Multitasking and prioritization
  • Collaborative team player

Certification

  • CompTIA A+
  • CompTIA Network+ (valid through 08/26)
  • Cisco Certified Network Associate (CCNA)

Additional Information

Reliable transportation available for client site visits within the DFW area. Flexible and adaptable to different work environments. Proven ability to build trust and maintain positive relationships with clients and colleagues. Proficient in Zendesk, Salesforce, and Sharepoint.

Timeline

IT Support Specialist / Field Technician

Goodwill Industries Of North Texas
09.2016 - Current

Associate of Arts - Human Behavior

Hill College

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