Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Roberto Perez

Reading,PA

Summary

Highly motivated professional with experience in providing technical assistance to customers and coworkers. Possess a solid understanding of network infrastructure, software, and hardware. Proven ability to work independently and collaboratively as part of a team to ensure customer satisfaction.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Desktop Support Analyst

Ashley Furniture
Leesport, US
04.2024 - Current
  • Resolve hardware, software, and network connectivity issues promptly, including but not limited to desktops, laptops, tablets, and smartphones
  • Support and troubleshoot Microsoft Office applications, operating systems, and browsers on user workstations
  • Deploy new PCs with the latest version of operating system images
  • Install and configure computer systems, printers, scanners, and copiers
  • Run network cables to new workstations and troubleshoot and repair existing line problems
  • Manage user accounts in Active Directory
  • Maintain records of incidents, requests, and resolutions by using the ServiceNow ticketing system

Technical Support Specialist

Santander Bank
Reading, US
02.2021 - 09.2023
  • Provide technical assistance and support to users via phone and email, ensuring prompt resolution
  • Assist with developing, documenting, and sustaining effective service processes within the department
  • Coaching junior-level staff to enhance learning opportunities
  • Identify and address trends in customer service issues; identify root causes and solutions and communicate as needed
  • Monitor and evaluate service performance to ensure resolution and quality standards are met
  • Create and track incident tickets in ServiceNow and Client 360
  • Following up with customers and updating ticket status and information
  • Collaborating with different teams to reach a resolution

Sales Associate

DTLR, Inc
Reading, US
04.2017 - 09.2022
  • Helping customers locate merchandise or finding appropriate alternatives
  • Answering customer questions and providing product information
  • Ensuring that each customer receives outstanding customer service
  • Assisting with shipments and restocking

Education

Bachelor of Science - Information Technology

Western Governors University
Salt Lake City, UT
01-2025

Associate of Arts - COMPUTER INFORMATION SYSTEMS

Reading Area Community College
Reading, PA

Skills

  • Proficient in Bilingual Communication
  • Skilled in Microsoft Office Applications
  • Efficient Issue Resolution
  • ServiceNow
  • Technical Support
  • Windows Operating System
  • Active Directory
  • Hardware support
  • Software support
  • Networking experience

Certification

  • CompTIA Security+, 11/01/24
  • CompTIA Network+, 10/01/24
  • CompTIA A+, 09/01/24
  • Google IT Support Professional

Timeline

Desktop Support Analyst

Ashley Furniture
04.2024 - Current

Technical Support Specialist

Santander Bank
02.2021 - 09.2023

Sales Associate

DTLR, Inc
04.2017 - 09.2022

Bachelor of Science - Information Technology

Western Governors University

Associate of Arts - COMPUTER INFORMATION SYSTEMS

Reading Area Community College
Roberto Perez