Neri Perez Hidalgo
Rialto
Summary
Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Help Desk Technician
Big 5 Sporting Goods
11.2023 - Current
- Provided remote support to over 500 stores located in US.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Provided Tier 1 and 2 IT support to non-technical internal users through desk side support services.
- Collaborated with cross-functional teams for seamless integration of IT services throughout the company.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Repaired, set up and troubleshot printers and other peripheral devices.
- Configured user accounts, installed software applications, configured network settings, and performed system maintenance tasks.
IT Technical Trainer II
Charter Healthcare Group
04.2022 - 08.2023
- Enhanced user experience (UX) and streamlined information dissemination by designing and creating 100 + training guides spanning various departments.
- Ensured that guides were visually appealing, user-friendly, and effective in conveying critical information.
- Developed and grew 14+ locations in new markets.
- Orientation curriculum for over 1000 health care employees.
- Conducted training sessions, webinars, and workshops for individuals and groups.
- Delivered on-site education and training services across the company's 22 offices, spanning in both in-state and out-of-state locations.
- Developed SCORM-compliant e-learning content, ensuring seamless integration with learning management systems.
- Proficient in e-learning authoring tools., including Articulate Storyline, Adobe Captivate , and SCORM- compliant LMS Platforms.
- Led Information Technology Department growth and acquisition strategy for 10 major acquisitions and grew the company 3x.
- Implemented robust processes to maintain consistency and precision in the dissemination of company policies and procedures.
- Ensured that employees received accurate and up-to-date information, promoting organization compliance and efficiency.
IT Help Desk
Charter Healthcare Group
10.2020 - 04.2022
- Configured and managed Mobile Device Management (MDM) systems, ensuring the secure and efficient operation of mobile devices within the organization.
- Implemented robust security protocols and streamlined device management for enhanced productivity.
- Effectively managed equipment inventory and asset maintenance for enhanced productivity.
- Effectively managed equipment inventory and asset maintenance to maximize resource utilization
- Ensured that company resources were optimally allocated, minimizing waste and cost overruns.
- Oversaw the deployment and management of a vast network comprising more than 3000 LTE data/phone lines and associated devices.
- Maintained precise and organized records of Helpdesk Ticket interactions and resolutions
- Managed Active Directory users and groups, ensuring efficient user access and permission.
- Demonstrated expertise in diagnosing and resolving hardware issues across a spectrum of devices, encompassing iPads, iPhones, laptops, and workstations.
- Facilitated user education and support initiatives, empowering individuals to navigate and utilize devices and apps effectively.
Education
Associate of Arts - Information Technology
Chaffey College
Rancho Cucamonga, CA 05.2001 -
Skills
Remote Support
Network support
Ticket management
Technical Documentation
User/New Hire Training
Operating systems knowledge
User credential management
Mac systems
Microsoft Windows and Office
Hardware and Software Repair
Lesson Planning
Microsoft Azure proficiency
Android and iOS Products
VoIP Systems Knowledge
Azure Active Directory
Cisco proficiency
Timeline
Help Desk Technician
Big 5 Sporting Goods
11.2023 - Current
IT Technical Trainer II
Charter Healthcare Group
04.2022 - 08.2023
IT Help Desk
Charter Healthcare Group
10.2020 - 04.2022
Associate of Arts - Information Technology
Chaffey College
05.2001 -
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