Summary
Overview
Work History
Education
Skills
Awards
Certification
Timeline
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Victor Galindo

Wichita

Summary

Reliable and positive IT professional with 3 years of experience in networking, hardware support, and basic security. A loyal team player and fast learner, known for delivering creative solutions and committed to helping the company succeed and grow.


Overview

8
8
years of professional experience
1
1
Certification

Work History

Level 2 Technical Support Specialist

ISPN Network Solutions
02.2022 - 10.2024
  • Responsible for troubleshooting and resolving network issues (connectivity, speed, range, and intermittent problems). Managed network ports, DMZ configurations, and device authorizations. Executed manual device connections via MAC address, equipment reboots, line rate checks, and IP address leasing.
  • Analyzed network topologies and provided actionable recommendations to enhance performance, reduce latency, and optimize connectivity.
  • Acted as an escalation point for Level 1 support representatives when faced with complex or difficult cases requiring advanced expertise.
  • Collaborated with management to train and mentor new staff, providing hands-on guidance in troubleshooting, system management, and IT procedures.
  • Track escalated tickets throughout the resolution process, ensuring issues are fully addressed and resolved according to service level agreements (SLAs).
  • Provided advanced remote technical support for network infrastructure, consistently resolving issues to maintain system uptime and improve user productivity(Fiber, Cable, DSL and Fixed Wireless).
  • Troubleshot and supported Remote Desktop Management (RDM) and VPN connectivity, ensuring seamless and secure remote access for users.
  • Troubleshot and resolved VoIP connectivity and call quality issues, improving communication reliability.
  • Proficient in basic troubleshooting of firewall and server network issues, ensuring smooth system operations and minimizing downtime.
  • Installed and configured email clients (Microsoft Outlook, Exchange, Gmail), and provided technical support for networked printers, including driver installation and connectivity troubleshooting.
  • Consistently achieved a 94%+ first-contact resolution rate, enhancing user experience and customer satisfaction.
  • Monitored live system and network performance dashboards with users to proactively recommend optimizations to enhance efficiency and reliability.
  • Reduced callbacks by proactively addressing potential future issues during initial customer interaction.
  • Maintained thorough and precise ticket documentation, enhancing issue tracking, future troubleshooting, and enabling effective knowledge transfer across support teams.
  • Continuously stay informed on emerging security and networking technologies and trends.
  • Assisted customers in troubleshooting network connectivity issues by guiding them through diagnostic tools such as Command Prompt, PowerShell, and Terminal performing DNS and gateway pings to identify and resolve connectivity problems.
  • Worked with a variety of customers, including residential clients, small businesses, and large entities such as universities and government buildings.
  • Provided guidance for users with varying levels of technical proficiency, ensuring all customers received appropriate support.

Sales / Product Advisor

Best Buy
08.2018 - 01.2022
  • Provided creative solutions for a wide range of technical issues, including networking equipment, computers, security systems, and mobile devices, delivering prompt resolution of walk-in support.
  • Evaluate and select hardware based on technical specifications or needs to ensure efficient problem resolution and goal achievement.
  • Assisted customers with processing sales, and managed warranty claims to ensure a smooth customer experience.
  • Enhanced sales performance through the development of effective sales strategies and comprehensive product knowledge.
  • Had to be proficient in Office 365 applications, including Word, Excel, PowerPoint, and Teams with it being a top product.
  • Acquired extensive hands-on experience with hardware, staying up to date on all devices by successfully passing frequent manufacturer assessments and certifications
  • Demonstrated ability to think critically and adapt quickly to unique, unpredictable challenges, providing effective solutions in real-time.
  • Managed customer delivery schedules, ensuring timely and accurate deliveries while maintaining high customer satisfaction.
  • Supported the warehouse team in setting up product displays and demos, ensuring products were showcased effectively for customer engagement.
  • Track and maintain accurate records of physical inventory across multiple warehouses to recommend alterative solutions.
  • Facilitated smooth order processing by assisting the warehouse team to ensure timely delivery of requested products.
  • Partnered with Geek Squad to tackle and resolve technical challenges, ensuring seamless issue resolution through effective teamwork.
  • Collected and recycled customers' old hardware, ensuring proper disposal and adherence to environmental standards.

Order Picker

DHL
02.2017 - 08.2018
  • Efficiently processed and fulfilled orders with accuracy and speed
  • Demonstrated strong time management skills in a fast-paced environment, effectively prioritizing tasks to avoid production delays and ensure seamless operations.
  • Experienced in plant-type environments, adept at working in proximity to robotic systems, ensuring safety and operational efficiency while maintaining a strong understanding of workplace mannerisms and protocols.
  • Performed proper lifting and handling techniques to maintain safe working environment.
  • Utilized forklifts and pallet jacks to transport orders and prepare for shipment delivery.
  • Demonstrated strong reliability and accountability, understanding the critical role my contributions play in maintaining uninterrupted production.

Education

Computer Science - Currently Pursuing Degree

Butler Community College
Wichita, KS

High School Diploma -

E-School (Northwest & North High School)
Wichita, KS
01-2013

Skills

  • Windows
  • MacOS
  • ChromeOS
  • Apple IOS
  • Android
  • Network Security (WPA, WP2, WP3, Firewalls, VPNs, Antivirus)
  • Network Hardware( Routers, Modems, APs, Repeaters, Injectors, Gateway, NICs, Switches)
  • Technical Troubleshooting
  • Network Administration
  • Microsoft 365 (Word, Excel, Teams, Outlook)
  • Basic Cisco CLI
  • Powershell Commands
  • Terminal Commands
  • CMD Commands
  • DNS
  • OSI Model
  • TCP/IP Protocols
  • Ticketing system proficiency (Cisco PTS & HelpDesk)
  • Printer support
  • Application/Software Support (Mobile and PC)
  • Remote support tools (Admins: Noc360, Patriot, Calix)
  • Remote support
  • Hardware troubleshooting
  • LAN/WAN
  • Call center operations/ Voip Systems (Cisco Finesse, Cisco Jabber, Genesys)
  • Hardware upgrades
  • Staff education and training
  • Information protection(Phishing Attacks, Authentication/Verification, Social Engineering, CPNI)
  • Incident tracking
  • Hardware and Peripherals

Awards

Butler Community College
Currently Pursuing Degree
Honor Student | GPA:3.7

Certification

  • Certified Compounded Sterile Preparation Technician (CSPT) - Pharmacy Technician Certification Board (PTCB).
  • Cardiopulmonary Resuscitation (CPR) - Red Cross.
  • First Aid - American Red Cross.

Timeline

Level 2 Technical Support Specialist

ISPN Network Solutions
02.2022 - 10.2024

Sales / Product Advisor

Best Buy
08.2018 - 01.2022

Order Picker

DHL
02.2017 - 08.2018

Computer Science - Currently Pursuing Degree

Butler Community College

High School Diploma -

E-School (Northwest & North High School)

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Victor Galindo