Wilfredo Perez
Stevenson Ranch,CA
Summary
Friendly Help Desk Technician with 1 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician/Manager
Trifred Productions
04.2020 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices, and software to set up work stations for employees.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Walked individuals through basic troubleshooting tasks.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Researched product and issue resolution tactics to address customer concerns.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Worked closely with customers to evaluate various types of risks such as impact, reputation and regulatory.
Education
High School Diploma -
Independ High School
San Jose, CABachelor of Science - Business Administration And Management
San Jose State University
San Jose, CAComp TIA Certification - Comp TIA A+ Network + Security
California Polytechnic State University-Pomona
Pomona, CASkills
- VPN Configurations
- Support Ticket System Management
- Microsoft Active Directory
- Video Conferencing
- Remote System Analysis
- Closing Tickets
- Diagnosis and Troubleshooting
- Server Troubleshooting
- Data Security
- Network Testing
Certification
- Comp TIA tm Certification Training: A+, Network+Secutiry
Timeline
IT Help Desk Technician/Manager
Trifred Productions
04.2020 - Current
High School Diploma -
Independ High School
Bachelor of Science - Business Administration And Management
San Jose State University
Comp TIA Certification - Comp TIA A+ Network + Security
California Polytechnic State University-Pomona
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