Ruben Hernandez
Information Technology
Los Angeles,Ca
Summary
Dynamic IT Support Technician focused on customer satisfaction with a proven track record in technical troubleshooting, help desk operations, and end-user support across diverse platforms. Expertise in resolving complex hardware and software issues while consistently delivering exceptional service to clients. A unique blend of technical proficiency and effective communication skills enables the provision of efficient, user-friendly solutions tailored to individual needs. Demonstrated experience in remote support, ticket management, and maintaining high levels of customer satisfaction in fast-paced technical environments.
Overview
10
10
years of professional experience
Work History
Sr Technician
Nordstrom
Los Angeles, CA
09.2022 - 04.2026
- Supported a specialized subset of the End User Support (STO) Store Tech Operations which specialized in high impact priority issues and ensuring focus on critical problems affecting stores and the business partnering directly with store teams to deliver real time guidance and troubleshooting, helping restore operations quickly so stores can continue serving customers without disruption. This allowed to reduce escalation volume and improve overall efficiency across support teams also connecting stores with engineering teams. This collaboration kept teams aligned and focused on resolving the most impactful issues.
- Diagnosed and resolved complex hardware and software issues to ensure seamless online operations.
- Diagnosed and resolved issues within payment processing systems, shopping cart functionality, and checkout processes.
- Facilitated resolution of complex hardware, software, and network issues to enhance operational efficiency.
- Diagnosed and resolved escalated technical issues beyond the scope of Tech 1 and Tech 2 technicians.
- Assisted users with various software applications across multiple operating systems, including Windows and macOS. Supported troubleshooting efforts to resolve technical issues efficiently. Provided guidance on software installation and configuration processes.
- Provided technical support for cloud-based applications and ensured seamless VPN access for remote teams.
- Delivered technical expertise in point-of-sale systems, ensuring seamless network connectivity and mobile device functionality for enhanced user experience.
- Enhanced operational efficiency by mentoring technicians and ensuring adherence to high service delivery standards.
- Addressed technical support requests to enhance user experience and logged issues in ServiceNow ticketing management system.
- Provided expert guidance to frontline techs during incidents, evaluating impact and recommending actions to enhance resolution efficiency.
Senior End User Support Technician
Nordstrom
Los Angeles, CA
04.2021 - 09.2022
- Analyzed and improved ticket management systems, resulting in quicker resolutions and reduced impact on operations.
- Documented solutions in a shared knowledge base to assist store staff and minimize repeat tickets. Updated guides for common issues such as scanner errors and Wi-Fi connectivity problems.
- Achieved rapid resolution of complex issues by effectively collaborating with escalation teams and escalating server-side problems to tier 2 support with detailed notes. Confirmed that implemented fixes satisfied store needs through diligent follow-up.
- Utilized dashboards to track and report on personal KPIs, adjusting workflows to enhance operational efficiency.
- Achieved alignment of resolutions with service level agreements (SLAs), contributing to overall business success. Delivered consistent compliance with SLAs, enhancing operational efficiency.
End User Support Technician II
Nordstrom
Los Angeles, CA
08.2016 - 04.2021
- Oversaw internal escalation processes for service desk, coordinating responses to inquiries via phone and email to enhance service efficiency.
- Oversaw user support initiatives to facilitate efficient request resolution. Delivered tier 1 and tier 2 technical assistance to enhance user experience.
- Provided technical support for troubleshooting PC and Mac hardware peripherals and communication devices to ensure optimal functionality.
- Oversaw software support operations for Windows 7 and 10, MS Office 2016, Adobe Creative Cloud, and Citrix VDI. Managed user interactions with proprietary software such as Active Directory, ServiceNow, KACE, MySQL, RSA Console, XO Management Portal, Confluence, Jira, Slack, and Avaya to enhance productivity.
- Executed provisioning and deployment processes for PC/Mac hardware peripherals and communication devices to enhance operational efficiency.
- Facilitated timely resolution of end user incidents to ensure compliance with IT service desk SLAs.
- Utilized ServiceNow to log and analyze IT service issues, ensuring timely resolution and improved service delivery.
- Conducted thorough research and troubleshooting of unfamiliar errors, employing online knowledge bases and other resources to identify and rectify issues.
- Produced user-friendly documentation and organized resources for IT service desk knowledge base, facilitating future support initiatives. Contributed to team projects, enhancing collaboration and achieving project goals.
- Assisted in coordinating special meeting events, video, and teleconferences. Addressed service desk tickets promptly to reduce user disruptions.
- Maintained adherence to established team processes and policies to enhance operational efficiency.
Education
High School Diploma -
Highland High School
Palmdale, CA06-1999
Skills
Point-of-Sale (POS) Systems & Payment Processing
Hardware Installation & Configuration
Network Troubleshooting & Connectivity Issues
Windows/Mac OS Support & Software Installation
Remote Desktop Support & Ticketing Systems
Store Equipment Maintenance (Scanners, Printers, Tablets)
End-User Training & Technical Documentation
Inventory Management Systems
Customer Service & Communication Skills
Languages
English
Timeline
Sr Technician
Nordstrom
09.2022 - 04.2026
Senior End User Support Technician
Nordstrom
04.2021 - 09.2022
End User Support Technician II
Nordstrom
08.2016 - 04.2021
High School Diploma -
Highland High School