Experience

Port of Brownsville - Texas

• United States
• Maritime Transportation
• 1 - 100 Employee

• Information Technology Help Desk Technician

  • Apr 2023 - Present

  Serve as the first point of contact for technical support via phone and/or email. Respond to user inquiries concerning systems operation and diagnoses system hardware, software and operator problems and ensures timely follow up solutions for end users through the trouble ticket process. Demonstrates and train employees in the use of computer equipment and software. Upgrade, software's, see changes that can directly affect users. Perform troubleshooting of computer systems, hardware, and software through diagnostic techniques and determine best solution based on the issue and details acquired. Effectively read and reference technical manual to learn correct settings, critical information and troubleshooting techniques. May include identifying and suggesting possible improvements to procedures while writing and editing training manuals. Provide accurate information on IT infrastructure and processes to direct supervisors and stakeholders. Record events and problems via resolution logs. Installation of security video equipment including video equipment software indoors and outdoors. Responsible for executing a maintenance schedule for repair, cleaning or adjustments of all security video equipment that is stationed throughout the Port. Perform component replacement, installation and repair on pcs, laptops, servers, and video security equipment. Record and maintain, through an asset management inventory process, an inventory of all IT equipment. understanding of computer systems, mobile devices, and other technology hardware. Work virtual environment management. Strong familiarity with Windows desktop operating systems. organize work, set priorities, and complete assignments within allotted deadlines. § Must have a thorough knowledge of modern office practices, procedures, and business English. Installation and maintenance of network security video camera equipment and software. Show less



Advanced Call Center Technologies, LLC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Lead Enterprise Technician

  • Sep 2019 - Aug 2022

  • Lead and coordinated the activities of a team of 17 technicians in providing technical support for a large enterprise organization at multiple locations. • Developed and implemented procedures for troubleshooting and resolving technical issues • Monitored the performance of technicians and provided ongoing performance feedback • Conducted regular training sessions for technicians to ensure their knowledge was up to date • Responsible for the installation, configuration and maintenance of network hardware, software and peripherals • Coordinated the installation and maintenance of network cabling and other communication infrastructure • Managed and maintained over 500 computers and other peripheral equipment in a large enterprise environment • Assisted in the deployment of new computer systems including imaging and configuring hardware • Developed and implemented procedures for preventive maintenance and system security • Supported colleagues and customers with technical inquiries and provided technical guidance • Created and maintained technical documentation, including system diagrams, user manuals, and application support materials • Coordinated with vendors and external contractors to ensure timely completion of projects • Develop test plans, execute tests, and document results for the implementation of enterprise technology solutions • Monitor and troubleshoot issues related to enterprise technology solutions • Lead technical planning, implementation, and maintenance of enterprise systems • Research and evaluate new technologies and approaches to ensure best practices are used • Provide technical guidance and mentoring to team members • Over 5 years of experience in IT operations in a lead role • Proficient in troubleshooting and resolving technical issues with hardware, software, and network systems. • Strong attention to detail and excellent problem solving skills • Ability to manage and motivate a team of technicians to ensure timely completion of tasks. Show less



Dynamic Campus

• United States
• Higher Education
• 100 - 200 Employee

• Desktop Support Specialist

  • Jul 2017 - Aug 2019

  • Provided technical support to over 1,000 internal customers, including troubleshooting, installation, and maintenance of desktop computers, laptops, and other hardware • Established and maintained software and hardware configurations for desktops and laptops, including operating systems, applications, and peripherals • Diagnosed and resolved hardware, software, and network problems in a timely and efficient manner • Configured and deployed new computers and peripherals • Maintained accurate inventory records of desktop hardware and software • Effectively communicated technical solutions to nontechnical users • Developed procedures for automating technical support activities • Monitored and maintained computer systems and networks to ensure optimal performance • Provided desktop support through remote access, phone, and onsite visits to clients • Troubleshooted hardware, software, and networking issues for clients • Configured desktops, laptops, and mobile devices for endusers • Installed, maintained, and troubleshot desktop applications and operating system • Implemented new software updates and upgrades • Maintained hardware and software inventory • Assisted in the development and implementation of system security policies and procedures • Developed and documented technical processes and procedures • Provided training to endusers on new hardware and software products • Research and evaluate new technologies to improve system operations. Show less

• Customer Service Representative

  • Mar 2017 - Jul 2017

  Essential Duties and Responsibilities Customer Service & Sales Associates are problem solvers with good negotiation skills who are self-driven and motivated to meet individual goals. answering calls from customers looking for assistance with their account. It could be questions on outstanding balances, credit lines, how to obtain a title or a change, identify, research, and resolves customer issues, answer questions, or identify a solution. With all this information at hand, you are highly responsible for maintaining confidentiality. excellent listener, and effective communicator - knowing when to ask for clarification and how to maintain a positive and persuasive conversation. self-motivated to monitor your own work, ensuring high level of quality, efficiency, and standards achieved. Show less



Sears, Roebuck and Co.

• United States
• Retail

• Cashier

  • Oct 2014 - Jul 2017

  • Processed payments in a timely and efficient manner • Used cash register to accurately record customer transactions. • Assisted customers with purchases and returns. • Ensured accuracy of pricing and item descriptions • Reconciled cash register drawer at the end of each shift • Addressed customer inquiries in a courteous and professional manner. • Maintained a clean and orderly work area. • Provided excellent customer service to maintain customer satisfaction. • Greeted customers and provided assistance when required. • Assisted customers with locating specific merchandise. • Handled customer complaints and questions in a professional manner Show less



Icon Technologies of South Texas

• Lead Technician

  • Nov 2015 - Apr 2017

  • Responsibilities networking and security, maintain, update, install and repair computer hardware and software. From spyware, viruses, or replacing hardware or operating systems. • Working with servers and domains. • Helping all customers over phone or in person with any question they had regarding. any problem or issue to fix, mostly in person at job site or through a remote connection and to learn about any new technology. • Supervise all other techs, assign tasks for the day. Skills Used leadership, knowledge of computers, organization, planner, high patients, trainer. EMR/EHR Specialists. • Over 8 years' experience as a Lead Technician in a fast-paced work environment • Ensured consistent quality of service by overseeing technicians' performance and providing feedback. • Developed and implemented strategies to streamline processes, improve efficiency and reduce costs. • Trained and mentored new technicians in the use of tools and equipment. • Coordinated with other departments to provide timely service to customers. • Responded to customer inquiries, troubleshooting issues and resolving technical problems. • Developed and maintained excellent customer relationships by providing timely and accurate information. • Successfully led a team of technicians in the installation, repair, and maintenance of equipment for multiple clients. • Developed and implemented efficient work processes, streamlining operations and improving accuracy • Managed multiple projects simultaneously, ensuring timely completion and highquality results • Developed and maintained positive relationships with clients, resolving any issues quickly and efficiently • Implemented new technologies to improve operational efficiency and reduce costs EMR/EHR Software specialists Show less



Bee First Primary Home Care

• United States
• Consumer Services
• 1 - 100 Employee

• Care Provider

  • Apr 2013 - Nov 2014

  • Provided compassionate care services for elderly residents living in assisted living facilities • Developed individualized care plans for each resident to meet their needs and preferences • Established positive relationships with residents, families, and staff • Promoted a safe and welcoming environment for residents to thrive in • Assisted residents with meals, mobility, and hygiene needs • Documented care services and reported changes in residents’ health to supervisors • Collaborated with medical staff to ensure residents’ care plans and treatments were followed • Assisted clients with everyday activities such as meal preparation, shopping, and light housekeeping • Provided emotional support and friendship to clients in a compassionate and professional manner • Transported clients to appointments and activities as needed • Responded to emergency situations quickly and efficiently, following established protocol healthcare IT specialist August 2009 - August 2012 Show less



healthcare IT specialist

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• PC Technician

  • Aug 2009 - Aug 2012

  • Installed, configured, and maintained Windows operating systems on a variety of desktop and laptop computers. • Troubleshooted hardware and software issues, including virus removal and installation of applications. • Performed system upgrades, such as RAM and hard drive replacements. • Setup and configured network connections installed network cables, and managed routers. • Provided technical support to end users via phone and in person. • Resolved customer complaints and identified technical problems. • Configured and installed software applications and provided user training. • Monitored system performance and ensured system security. • Developed and maintained documentation of network and PC hardware configurations. Show less