Eduardo Roldan Email and Phone Number

Desktop Support Technician identifies, researches and solves technical problems; documents, tracks and monitors problems to ensure timely resolution and analyzes the root causes of problems to suggest, design or implement preventive and / or perfective measures. Help Desk, Installations, Software and Hardware, Network, Documentation, Training Development, etc.

Helpdesk Support and Application Support – Field incoming help requests and document user information and nature of problem or issue. Resolve request or escalate problems when required to the appropriate technical resource. Access knowledge bases and frequently asked questions resources to aid in problem resolution. Perform desk side diagnosis and resolution of problems for end users. Document problem-solving process and successful actions taken through to final resolution. Evaluate resolutions and analyze trends to prevent future problems. Develop self-help tools and frequently asked questions for end users. Install, configure, test, maintain, monitor and troubleshoot end-user computing infrastructure. Perform desktop moves, adds, and changes as required. Develop and maintain desktop hardware and software inventory. Maintain relationships with desktop technology vendors and service providers. Learn appropriate software and usage to provide applications support to end users. Communicate application problems and issues to management, development teams and end users.

Helpdesk Level I and Software Application Support – Help User with problems with Application Support, Passwords reset Using Active Directory Sever, also give access read or write to accounts, create accounts for New Users, add email address in Active Directory, access to user computers by Remote Control Access to help them with a specific problem. Take screen shoots of their computers where the problems are and escalate the problem to Level 2 or Level 3. Analyze if the PROBLEM IS APPLICATION, Software PROBLEM, Operating System (Windows XP or 7), Internet Explorer version 9, connectivity, printing, etc. Troubleshooting, Computer Hardware Troubleshooting.