Rimbert Bernardino
Queens,NY
Summary
Savvy technical support experienced in troubleshooting computer hardware and software issues in corporate environment. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Familiar with Microsoft, Lenovo, Dell, HP, Apple, and Samsung products.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Part-Time Tester
UTest
11.2022 - Current
- Read, interpreted and followed written test instructions and procedures to accurately test products.
- Collaborated with personnel to spread good practices, share knowledge and provide tool evaluations and selections support.
- Supported, implemented and helped shape test approach by identifying solutions to recurring issues.
- Examined products for imperfections and defects.
- Provided feedback to production team regarding product quality.
Desktop Support Engineer
HSBC Ltd
04.2010 - 10.2022
- Configured hardware, software, and other devices for the employees.
- Coordinated hardware upgrades and software installations/updates to ensure computer effectiveness, eliminate security problems and protect data.
- Maintained inventory of hardware and software to keep records accurate and updated.
- Monitored systems in operation and quickly troubleshot issues.
- Walked employees through basic troubleshooting tasks.
- Documented and updated known fixes in knowledge base for future reference.
- Tested new software and hardware prior to deployment.
Account Admin Specialist
ACS Of The Philippines
12.2008 - 02.2010
- Created user accounts and assigned permissions.
- Used ticketing systems to manage and process support actions and requests.
- Created helpdesk tickets, troubleshot and resolved account-related issues.
Global Helpdesk
PCCW Solutions
04.2007 - 04.2008
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Technical Support Representative
ETelecare Global Solutions
09.2004 - 01.2007
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to Dell's technical support needs.
- Researched product and issue resolution tactics to address customer concerns.
Education
Bachelor of Science - Information Technology
Polytechnic University of The Philippines
Manila, PhilippinesSkills
- Provision, maintenance, and inventory of desktops, laptops, mobile phones, and other equipments
- Technical support via phone, email, chat, or in-person
- Hardware and software troubleshooting and repair
- Hardware upgrade and software installation/update
- Hardware and software performance testing
- Data Recovery
- Videoconferencing support
Certification
CompTIA A+
https://www.certmetrics.com/comptia/public/verification.aspx/
Credential ID: RSS9CDZ5C21Q1J50
EFSET English Certificate 74/100 (C2 Proficient)
www.efset.org/cert/uDgDLx
Timeline
Part-Time Tester
UTest
11.2022 - Current
Desktop Support Engineer
HSBC Ltd
04.2010 - 10.2022
Account Admin Specialist
ACS Of The Philippines
12.2008 - 02.2010
Global Helpdesk
PCCW Solutions
04.2007 - 04.2008
Technical Support Representative
ETelecare Global Solutions
09.2004 - 01.2007
Bachelor of Science - Information Technology
Polytechnic University of The Philippines
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