Yonick Frias

• Reviewed support cases for technical and troubleshooting accuracy, and identified needed process improvements.
• Processed employee computer access request forms, and granted necessary access to users' Active Directory accounts.
• Utilize remote support tools such as Dameware to assist with a variety of technical tasks, including software installations, printer configuration, and providing guidance on software usage and troubleshooting.
• Worked with internal teams to deliver accurate information to customers and service accounts.
• Handled customer service issues by providing guidance or escalating for advanced support.
• Increased technical knowledge by reading trade publications, operating manuals, and diagnostics information.
• Served as the first point of contact for incoming technical service calls and emails.
• Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
• Received and processed computer access requests, granting the appropriate permissions to users through Active Directory.
• Led a team for the reimaging of all computer systems across the organization and its branches following a cyber attack, ensuring swift restoration of operations, and assisted in the implementation of necessary security measures.

• Removed, replaced, balanced and rotated new or used tires to maintain on-road safety
• Kept detailed records of repairs, labor involved and parts used.
• Wrote service orders, accepted payments and updated customer accounts to maintain CRM system.
• Assisted drivers by safely directing vehicle backward to position correctly.
• Kept team in compliance with shop and manufacturer specifications for repairs and maintenance services.
• Led automotive shop employees and directed daily operations to grow and sustain business.

Set up equipment for employee use. Installed and performed repairs to hardware, software, and peripheral equipment. Conducted computer diagnostics to investigate, resolve problems, and provide technical assistance and support.

• Performed troubleshooting on software applications and system errors.
• Conducted regular maintenance checks to ensure optimal performance of the computer systems.
• Repaired or replaced faulty hardware components such as hard drives and memory modules.
• Installed operating systems such as Windows XP, Vista, 7, 8, 10.
• Configured and installed hardware components such as printers, scanners, monitors, laptops, and other peripherals.