Summary
Overview
Work History
Education
Personal Information
Timeline
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Jesus Guerrero

Bakersfield,CA

Summary

Qualified Advanced Technical Support Specialist with 5 years of help desk and customer service experience. Provides comprehensive technical support with an attention to detail and a hardworking approach. Adept at engaging with individuals by identifying issues and streamlining steps to effectively resolve technical issues.

Overview

7
7
years of professional experience

Work History

Technical Support Specialist II

Kern County Sheriff's Office
03.2024 - Current
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Successfully managed multiple projects and several work teams on consistent basis.
  • Trained newly hired technicians on proper installation of low voltage wiring systems.
  • Installed and configured new devices and system components.
  • Worked closely with network administrators and server engineers to deliver quality service.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Skilled at working independently and collaboratively in a team environment.
  • Executed troubleshooting and server support in both in-person and remote situations.
  • Identified and corrected system faults to minimize operational system downtime.
  • Identified plans and resources required to meet project goals and objectives.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Gained strong leadership skills by managing projects from start to finish.
  • Mounted server cabinets and ran cable on multiple projects.
  • Installed and maintained data and voice circuits through routers, switches and WAN devices.
  • Connected appropriate parts to deliver power to audio and visual equipment.
  • Diagnosed network problems involving combination of hardware, software, power and communications issues.

Technical Support Specialist I

Kern County Sheriff's Office
03.2023 - 03.2024
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Installed, configured and maintained computer systems and network connections.
  • Created user accounts and assigned permissions.
  • Installed and configured operating systems and applications.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Tested new software and hardware prior to deployment.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Identified problematic components and wiring issues and applied troubleshooting techniques.
  • Managed Microsoft Deployment Toolkit server to image and deploy operating systems.
  • Walked individuals through basic troubleshooting tasks.
  • Recorded and maintained relevant notes for each client and work order.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.

Information Systems Specialist

Kern County Sheriff's Office
06.2022 - 03.2023
  • Collaborated with supervisors to escalate and address technical inquiries or issues.
  • Followed up with personnel to verify optimal customer satisfaction following support engagement and problem resolution.
  • Assisted personnel in identifying issues and explained solutions to restore service and functionality.
  • Responded to support requests and patiently walked personnel through basic troubleshooting tasks.
  • Recorded and maintained relevant notes for each work order.
  • Resolved a diverse range of technical issues across multiple systems and applications for personnel.
  • Tested new software and hardware prior to deployment.
  • Created user accounts and assigned permissions.
  • Monitored system performance to identify potential issues.
  • Installed, configured and maintained computer systems and network connections.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to personnel inquiries and provided technical assistance over the phone and in person.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Led team development and assisted in project management coordination.
  • Identified problematic components and wiring issues and applied troubleshooting techniques.
  • Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.

Geek Squad Home Theater Cadet

Best Buy
10.2020 - 06.2022
  • Stayed current in latest products to deliver best-in-class support to customers.
  • Promoted warranties to drive up per-customer revenue.
  • Kept and maintained clean work area in compliance with general conditions and safety program requirements.
  • Inspected work to ensure adherence to specifications and schedules.
  • Installed home theater equipment in home while observing all safety protocols.
  • Ensured that the truck was well-maintained and scheduled required repairs.
  • Loaded and unloaded the vehicle with customer packages and delivered packages to customers' doors.
  • Followed prescribed routes and time schedules to meet 100% on-time delivery.
  • Skillfully disassembled, repaired and reassembled wide range of equipment, including TVs and washers and dryers.
  • Programmed security and access control systems.
  • Installed network equipment such as WiFi systems and troubleshooted items.

Tire Technician

Sams Club
10.2019 - 10.2020
  • Offered knowledgeable advice to help customers select new tires based on goals and current budgets.
  • Mounted tires onto vehicles by raising vehicles with hydraulic jacks, locating punctures in tires, and reassembling tires onto wheels.
  • Tested tires to locate leaks and repaired problems or mounted new tires to restore driving performance.
  • Operated power tools and used manual methods to complete maintenance such as greasing and reassembling parts.
  • Read, understood, and followed manufacturer specifications for vehicle maintenance and repair work.
  • Unloaded and stocked tires and parts to maintain adequate shop inventory.
  • Inspected hubs, rims, and studs to locate excessive wear, bead damage, and cracks.
  • Cleaned and tidied the shop, putting up new supplies and organizing tools to keep everyone focused on the customer's needs.
  • Used computer-controlled machinery to identify problems with the balance of each wheel and attached properly-sized counterweights to correct the issues.
  • Counted and reconciled cash-drawer discrepancies prior to or following each shift.
  • Exceeded requirements in providing products and services to customers at all times.
  • Rotated, mounted and balanced tires on cars, trucks, and vans.
  • Inflated tires to prescribed PSI per load requirements to optimize tire safety.

Overnight Freight Team Associate

Home Depot
08.2019 - 10.2019
  • Used proper case cutting techniques to cut and sort stock loads without damage.
  • Rotated and faced products during restocking to give shelving professional appearance.
  • Kept cardboard and other trash picked up at restocking locations to minimize customer disruptions.
  • Sorted stock by aisles, loaded onto carts or pallets, and transported to correct location for efficient stocking.
  • Picked up and compacted cardboard stacks and pallets, cleaned up spills, and disposed of used supplies to keep backroom clean and organized.

Laborer

Steve Odgens Concrete Inc.
01.2019 - 04.2019
  • Loaded and unpacked construction supplies and distributed them to appropriate locations.
  • Followed instruction for assigned tasks from foreperson and lead teams in performing new phases of the work.
  • Ensured proper operation of tools and equipment at the site following safety requirements.
  • Communicate with site supervisors and team members to complete project objectives on schedule.
  • Discarded construction waste according to state, local, federal, and company guidelines.
  • Measured, marked and documented distances at site locations to prepare job sites.
  • Followed established guidelines and procedures.

Education

High School Diploma - General Education

Independence High School
05.2017

Personal Information

Timeline

Technical Support Specialist II

Kern County Sheriff's Office
03.2024 - Current

Technical Support Specialist I

Kern County Sheriff's Office
03.2023 - 03.2024

Information Systems Specialist

Kern County Sheriff's Office
06.2022 - 03.2023

Geek Squad Home Theater Cadet

Best Buy
10.2020 - 06.2022

Tire Technician

Sams Club
10.2019 - 10.2020

Overnight Freight Team Associate

Home Depot
08.2019 - 10.2019

Laborer

Steve Odgens Concrete Inc.
01.2019 - 04.2019

High School Diploma - General Education

Independence High School

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