Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Abdiel Hernandez

Pomona,CA

Summary

Experienced and customer-focused IT professional with a proven record of 4 years as an IT Help Desk Specialist. Possesses 8 years of dedicated Customer Service/User Friendly experience. Demonstrates expertise in efficiently troubleshooting hardware and software issues, adeptly resolving technical problems, and adeptly conveying intricate technical information to non-technical users. Actively seeking an engaging role that capitalizes on my extensive skill set and enables me to make a substantial contribution to organizational success.

Overview

8
8
years of professional experience
1
1
Certification

Work History

IT Help Desk

Coast Citrus Distributors
08.2021 - Current
  • Ensured that incoming help desk emails were managed quickly, ensuring excellent customer satisfaction by responding promptly to them
  • Through a cloud storage system, we provided end users with the ability to archive their old emails and files
  • Responsible for supporting and maintaining the video surveillance system (Axis Camera System)
  • Provide repairs and replacements for computers, tablets, Apple devices, laptops, PCs, applications, and basic network connections (repairing, replacing, etc.)
  • Configuration, administration, and resolution of Office 365 and Microsoft Active Directory issues
  • Provided support and maintenance for all printers and copiers
  • Ensure that workstations are properly configured with computers, printers, and routers
  • The creation of users through Active Directory (O365), Voice over IP (VOIP), and Produce Pro (EDI)
  • Deployment of laptops, tablets, and mobile devices
  • There is an inventory and counting of computers, peripherals, printers, toners, accessories, and other miscellaneous items.

Technical support

Sundance Spa
04.2019 - 04.2021
  • Demonstrated effective collaboration with dealers and service centers to efficiently resolve technical issues, resulting in the prompt resolution of a significant influx of calls
  • Skillfully recorded and meticulously organized vital information into Salesforce database, facilitating streamlined tracking and analysis of customer interactions
  • Provided exceptional support to dealers and service centers, ensuring seamless assistance with warranty service calls and consistently maintaining a high level of customer satisfaction
  • Generated detailed product feedback cases for the engineering department, contributing to ongoing product improvement efforts
  • Offered valuable support for IoS devices that establish connectivity with cell towers, ensuring reliable network connectivity for users
  • Coordinated with on-site technical service representatives to troubleshoot and dispatch service providers for consumer spa-related issues
  • Provided assistance with part numbers and orders, ensuring accurate and efficient procurement processes.

Technical support representative

Jacuzzi Luxury Bath
11.2017 - 04.2019
  • Utilized exceptional problem-solving skills to promptly resolve customer inquiries, ensuring optimal solutions aligned with customer requirements
  • Cultivated enduring customer satisfaction and loyalty by fostering authentic relationships
  • Maintained precise and up-to-date customer/consumer information in internal database, ensuring accurate record-keeping and streamlined processes
  • Facilitated efficient dispatching of service calls for consumer and partner stores, promoting seamless operations
  • Diligently documented issue and product information utilizing Salesforce, enhancing organizational efficiency and knowledge-sharing
  • Assisted customer service department during periods of high call volume, exhibiting flexibility and adaptability
  • Supported partner stores by facilitating RMA's or returns, ensuring smooth and hassle-free processes
  • Create cases for new products that are LLC

Retail sales representative

MetroPCS
11.2016 - 04.2017
  • Greeted each customer and helped in finding requested items, helping boost customer satisfaction and retention
  • Helped customers by answering questions and locating merchandise
  • Kept calm and applied strong problem-solving and people skills to resolve conflicts
  • Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items
  • Initiated friendly conversation with customers to determine level of assistance required
  • Followed all company policies, rules, and procedures to promote company goals and maintain safety
  • Arranged merchandise for display to highlight new styles, attract customers and enhance sales
  • Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise
  • Offered coupons and exclusive deals to increase quantity of customer spending
  • Assessed assigned areas and displays to maintain presentable condition, restocking and reorganizing merchandise as needed.

IT Help Desk

Rams CO
08.2015 - 08.2017
  • Provided technical troubleshooting and problem resolution assistance to users, offering prompt and efficient solutions to hardware and software issues
  • Managed and prioritized incoming help desk emails, ensuring timely resolution, and maintaining excellent customer satisfaction
  • Conducted software/hardware installations, upgrades, and ensured compatibility and functionality across various platforms and systems
  • Collaborated with cross-functional teams to develop and implement IT policies and procedures, ensuring adherence to best practices and compliance with security protocols
  • Contributed to the creation of technical documentation and manuals
  • Successfully backed up all user files to a Windows Server 2012
  • Strengths
  • Technical skills Communication abilities Problem-solving Customer service Troubleshooting Time management

Education

Currently Working on... CompTIA A+ & CCNA -

02.2022

Some College (No Degree)

DeVry University, Some College
Pomona, CA

High School Diploma -

Village Academy High School
Pomona, CA
05.2014

Skills

  • Inventory Procedure Documentation
  • Server Troubleshooting
  • Desktop Partitioning Software
  • Incident Response
  • Creative Issue Resolution
  • Hardware Repair
  • Read Technical Manuals
  • Microsoft Active Directory
  • Computer Diagnostic Software
  • Hardware Components
  • Support Ticket System Management
  • Switches and Routers

Certification

Axis Certified Professional Axis Communications Serial Number: 414997178

02/2022

Languages

Spanish
Native or Bilingual

Timeline

IT Help Desk

Coast Citrus Distributors
08.2021 - Current

Technical support

Sundance Spa
04.2019 - 04.2021

Technical support representative

Jacuzzi Luxury Bath
11.2017 - 04.2019

Retail sales representative

MetroPCS
11.2016 - 04.2017

IT Help Desk

Rams CO
08.2015 - 08.2017

Currently Working on... CompTIA A+ & CCNA -

Some College (No Degree)

DeVry University, Some College

High School Diploma -

Village Academy High School

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Abdiel Hernandez