Hector B. Email & Phone Number

Arlington, Texas, United States

• Provides remote & desk-side support for Windows 7, 10, Office 365, networked devices, printers/ scanners, & IP Phones in support of the Goodwill Fort Worth mission
• Responds to IT Requests & manages the IT ticketing system for logging and tracking
• Multitasking like a pro to complete IT requests while balancing cued priorities and delivering first-class customer service to all users
• Troubleshoots network connectivity issues using command-line tools, IP scanning software & knowledge of LAN infrastructure in the network environment
• Using crimpers, tone generators, and continuity testing for terminating wires at patch panels or wall plates, installing and wiring switches, labeling, and other best practices
• General tasks include adding new users to Active Directory, configuring emails, passwords, account creation, etc...

Grand Prairie, Texas

• Providiing technical support for aerospace engineering operations, and airplane parts production
• Manages presentations on company media through saved video files on thin clients
• Supports multiple teams of engineers with legacy software and hardware for data acquisition purposes of the Research and Development Department, mostly legacy hardware and operating systems, some virtualization.
• Investigates & resolves network connectivity problems using command-line tools and knowledge of subnets and hotspots to navigate to the solution
• Imaged hundreds of PC's and laptops, supporting Windows 7 & 10 operating systems and optimal configurations, workstation setup, support for Adobe appsProviding assistance to users who frequently had issues navigating.
• Single-handedly imaged and swapped out fifty thin clients for HP Pro Desks and verified for quality assurance that all programs, links, and configurations for its person were in placeKnowledgeable with HP and Dell.

Dallas/Fort Worth Area

• Preparing students for Math in ACT, SAT, and ASVAB tests, effectively helping to increase test scores by exemplifying and explaining the problem solving process
• Proctoring diagnostics testing for students and logging areas of study that need to be focused on for success in college entrance exams
• Observing students thought processes in solving problems, teaching techniques for reading and translating word problems into equations, in addition to strategies for isolating and solving the unknown variables
• Illustrating and helping students to practice effective problem solving and test-taking skills
• Mentoring and helping to build confidence in order to increase chances for success in achieving scholastic goals

Dallas/Fort Worth Area

• Completed over 20 inbound/outbound calls per hour with one of the most productive call volumes amongst peers
• Utilized excellent customer service skills & professional demeanour to coordinate in-home health assessments on behalf of numerous healthcare providers in all United States regions
• Ensured accurate documentation after every interaction to ascertain successful completion of appointments my medical professionals with insurance holders
• Relied heavily on several web-based applications to coordinate scheduling & accurately document appointments.

Grand Prairie, Texas

• Adhered to regulatory guidelines to test, document, troubleshoot, repair, or escalate issues through the proper channels on problematic electronic equipment
• Called upon to isolate & diagnose common problems related to radio & signal equipment
• Responsible for supervising the encryption, & installation of government telecommunications equipment, radio & internet communication devices
• Maintained station logs of messages transmitted & received for significant events

White Sands Missile Range

• Operated on ticketing system to prioritize & enroll personnel into various schools across the United States within the Department of Defence in support of training & operations
• Fulfilled ticket orders using the Department of Defense cloud-based software, (ATRRS) Army Training Requirements & Resource System & Defense Travel System
• Developed an Excel spreadsheet, auditing enrollment status & resolution & for cross-reference & exporting to PowerPoint presentations, briefing key leaders during weekly staff meetings
• Responsible for enforcing the Army standards & discipline of four soldiers

Bachelor’S Degree, Information Technology, 2.3

Associate’S Degree, Associate Of Arts, 3.5

Activities and Societies: Phi Theta Kappan Honor Society