Hernesto Villacorta
Ontario,CA
Summary
Dynamic Help Desk Technician with a proven track record at Mentor Media, adept in software installation and issue resolution. Excelled in enhancing customer satisfaction through efficient problem-solving and clear communication. Skilled in both technical support and fostering user understanding, showcasing adaptability and a commitment to excellence.
Overview
8
8
years of professional experience
Work History
Help Desk Technician
Mentor Media
06.2021 - 01.2025
- 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 problem solving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Created user accounts and assigned permissions.
- Managed approximately 10 to 20 incoming calls, emails and faxes per day from customers.
Security Guard
American Airtight Security
06.2017 - 06.2021
- Maintained a safe environment for staff and visitors through proactive surveillance and communication.
- Responded quickly to emergency situations to assess and deflect issues.
- Completed full building and grounds patrols to spot and investigate concerns.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Provided excellent customer service to clients while maintaining vigilance in addressing security concerns or issues that arose onsite.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
Education
Associate Of Arts - History
Citrus College
Glendora, CA06.2020
Skills
- Software updates
- Issue resolution
- Hardware repair
- Remote system analysis
- Application support
- Ticket management
- Remote support
- Software installation
Timeline
Help Desk Technician
Mentor Media
06.2021 - 01.2025
Security Guard
American Airtight Security
06.2017 - 06.2021
Associate Of Arts - History
Citrus College
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