Antonio Bernardo Email & Phone Number

Pasadena, California, United States

Los Angeles, Ca

• Provide in-office and remote support to over 800 users and 1200 user endpoint devices across 7 main facilities and 14 satellite facilities • Routinely operated primary point of contact for Helpdesk Team of 7 for users through calls, emails, and ITIL ticketing system• Provided frequent C-level support that includes after hours• Author of Standard Operating Procedures (SOPs) used by the Helpdesk Team• Mentored and provided guidance to Helpdesk Interns… Show more • Provide in-office and remote support to over 800 users and 1200 user endpoint devices across 7 main facilities and 14 satellite facilities • Routinely operated primary point of contact for Helpdesk Team of 7 for users through calls, emails, and ITIL ticketing system• Provided frequent C-level support that includes after hours• Author of Standard Operating Procedures (SOPs) used by the Helpdesk Team• Mentored and provided guidance to Helpdesk Interns • Confidant of IT Manager, often assigned special projects and assignments• Conduct periodic trainings on various topics including cybersecurity and Microsoft Teams • Manage asset inventory of hardware and software from procurement through retirement• Administered Workspace ONE (Airwatch) Mobile Device Management system to manage 200+ cellphones and tablets for Android and IOS• Complete hardware setups ranging from deskside to special AV conference room setup Show less

Greater Los Angeles Area

• Consistently learning about new technology in order to best inform both techs and customers• Improving turnaround time of orders by assuring all orders have a technician assigned to themwithin a 24 hour period after the order has been created• Deal with escalations as tier 2 support for orders with issues that need greater examination• Answer on average 50 calls a day consisting of a mixture of customer calls and technician callsand taking appropriate actions to resolve… Show more • Consistently learning about new technology in order to best inform both techs and customers• Improving turnaround time of orders by assuring all orders have a technician assigned to themwithin a 24 hour period after the order has been created• Deal with escalations as tier 2 support for orders with issues that need greater examination• Answer on average 50 calls a day consisting of a mixture of customer calls and technician callsand taking appropriate actions to resolve issues and answer any questions• Provided the best customer service experience in an effort to create a brand name Show less

Glendale

• Process an average of 35 daily Request for Proposals (RFP) and set up lead opportunities withinSalesforce to reduce turnaround time per RFP• Collaborate with 12 Quote teams nationwide in accordance to volume of RFPs• Assist on projects by cross-referencing data for accuracy and adherence to business objectives• Troubleshoot team’s computers when needed

• Lead the implementation of a new OMNI (Multichannel) program at store site• Managed a team of 5-20 employees to ensure the processing of 100+ online orders per day using Microsoft imbedded handheld devices (Bluebirds) • Troubleshoot Bluebirds, RF units, and printers as needed• Audited and maintained stockroom merchandise in accordance to company standards• Trained 15 new associates and cross trained 20 existing associates in several aspects of storeoperation such as… Show more • Lead the implementation of a new OMNI (Multichannel) program at store site• Managed a team of 5-20 employees to ensure the processing of 100+ online orders per day using Microsoft imbedded handheld devices (Bluebirds) • Troubleshoot Bluebirds, RF units, and printers as needed• Audited and maintained stockroom merchandise in accordance to company standards• Trained 15 new associates and cross trained 20 existing associates in several aspects of storeoperation such as online orders, inventory, and auditing Show less

Promoted to department supervisor, after a year of being a sales associate• Managed team of 5 sales associates to maximize sales and maintain an organized sales floor• Learned floor plan and set merchandise to company’s directive ensuring continuous product flow• Trained new associates in store operations through one-on-one sessions

Responsible for creating an environment of good customer service through actions. This includes ensuring customer transactions are processed accurately and efficiently, ensuring the Company’s “2-in-a-line” standard, reinforcing Customer Service Desk standards and resolving customer problems by following policies and procedures in conjunction with following the “Yes We Can” policy.

Bachelor'S Degree, Computer And Information Sciences And Support Services

Bachelor'S Degree, Business Administration, Management And Operations

Minor, Economics