Wilson Yanes
Providence,RI
Summary
Adept at network troubleshooting and fostering teamwork, I enhanced network efficiency and user satisfaction at Pawtucket School District. Leveraging skills in technical support and customer service, I resolved complex issues, achieving a significant reduction in recurring technical problems. My proactive approach and ability to communicate complex information clearly set me apart.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
IT Technician
Pawtucket School District
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Improved network efficiency by optimizing configurations and implementing necessary updates.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and Type.
Geek Squad
Best Buy
Warwick, RI
07.2024 - Current
- Acted as a liaison between squad members and leadership, fostering open communication channels for better decisionmaking.
- Maintained accountability and serviceability of military weapons and sensitive equipment with zero losses.
- Utilized compass, aerial photographs and intelligence data to determine effective actions to support Type mission.
- Cultivated a culture of accountability within the squad, promoting responsibility ownership for individual actions and decisions.
- Diagnosed equipment problems to perform minor maintenance and repairs with technical manuals and publications.
- Proactively identified potential challenges, developing contingency plans to mitigate risks and minimize impact on overall performance.
- Leveraged data-driven insights to inform decision making processes within the squad, utilizing analytics tools for informed planning.
- Maintained high standards of quality control by regularly reviewing work output and providing actionable feedback for continuous improvement.
Help Desk Technician
IGT
West Greenwich, RI
01.2023 - 07.2024
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Implemented preventative measures that reduced recurring technical issues faced by users, increasing overall efficiency levels.
- Participated actively in ongoing professional development opportunities, staying current on industry trends and advances in technology.
- Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Customer Service Representative
Walmart
01.2021 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Computer Science - Information Technology
Lincoln Technical Institute
Lincoln, RI07.2022
Skills
- Desktop technical support
- Hardware installation
- Technical support
- Software configuration
- Network troubleshooting
- Remote support
- System administration
- Network maintenance
- Help desk operations
- IT documentation
- Mobile device management
- Operating system management
- Help desk management
- Helpdesk services
- Data recovery
- Software deployment management
- Technical troubleshooting
- Teamwork and collaboration
- Problem-solving
- Troubleshooting and Diagnostics
- Software updating
- Remote technical support
- Hardware and software repair
- Computer diagnostics
- Customer service
- Desktop support
- Hardware diagnostics
- Device installation
- Hardware configuration
- Friendly and patient
- Help desk support
- Computer system diagnostics software
- User support
- Support services
- Highly professional
Certification
I have a certificate in computer science.
Timeline
Geek Squad
Best Buy
07.2024 - Current
Help Desk Technician
IGT
01.2023 - 07.2024
Customer Service Representative
Walmart
01.2021 - 01.2023
IT Technician
Pawtucket School District
Computer Science - Information Technology
Lincoln Technical Institute