Andy Lugo
Berwyn
Summary
Tech Professional with experience in technical support and customer service. Delivered effective solutions through expertise in troubleshooting, software installation, and network configuration. Focused on enhancing customer experiences through strong communication and problem-solving skills.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Tech Support
Hudson Software Corporation
01.2026 - 01.2026
- Managed technical support tickets across platforms, ensuring timely resolution of software, browser, and web portal issues.
- Used user management and network diagnostic skills to resolve more complex issues.
- Provided support for inquiries related to multiple software programs to enhance user understanding.
- Researched software and collaborated with team to gather and share information for resolving complex technical problems.
- Instructed users on implementing security settings and antivirus exceptions to enhance system protection.
- Maintained professionalism and scope of work to achieve SLA.
IT Helpdesk
Strategic Solutions Inc
Downers Grove
01.2024 - 01.2025
- Provided technical support and resolved complex issues for multiple clients in a fast-paced environment.
- Provided remote support, minimizing downtime and maintaining high client satisfaction.
- Utilized ticketing systems to manage and resolve support requests efficiently.
- Managed asset replacement and recovery tickets, addressing discrepancies in records and ensuring proper asset retrieval.
- Coordinated network setup and cable management, guiding technicians to ensure efficient installations.
- Executed data migration and system integration projects, ensuring accuracy and reliability.
- Trained clients and co-workers on software, hardware, and best practices.
- Trained new professionals on business standards and technical processes.
CIS Student Aide
Morton College
Cicero
11.2023 - 08.2024
- Managed user and admin account setup and provided technical assistance to students and staff.
- Coordinated cable installations to streamline organization and routing of connections.
- Configured routers, switches and wireless access points for LANs and WANs.
- Supported students with academic inquiries, guiding them towards relevant resources.
- Resolved hardware issues including replacing parts.
- Installed and configured operating systems on various devices.
- Performed routine system checks and troubleshooting, ensuring consistent system availability.
- Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
- Organized materials and resources for classroom activities and events.
- Assisted instructional staff with implementing lessons and activities for full classes and small groups.
- Promoted events and services via information tables and designated campus events.
IT Technician
Streamline Paving Inc.
Westmont
01.2023 - 01.2024
- Delivered advanced technical support and troubleshooting for hardware, software, and network issues, enhancing user satisfaction.
- Created and maintained documentation for recurring technical issues, facilitating faster resolutions.
- Identified and fixed cabling and connection problems to ensure system functionality.
- Conducted end-user training and acted as liaison between users and IT teams to improve communication and support.
- Delivered end-user training and served as a liaison between users and IT teams.
- Ensured compliance with data privacy policies and best practices in all support activities.
Forklift Operator
Bolthouse Farms
Hodgkins
01.2021 - 03.2021
- Operated forklift and pallet jack equipment to facilitate efficient material handling.
- Picked and moved pallets based on system assignments to ensure timely order fulfillment.
- Stacked pallets according to documentation to optimize storage and accessibility.
- Ensured safe handling of pallets stacked up to three layers high for efficient storage.
- Cleaned and maintained forklifts and floors to ensure safe operation.
- Adhered to established safety procedures to maintain a secure working environment.
Education
Associate of Applied Science - Computer Information Systems
Morton College
Cicero, IL 07.2021 - 05.2024
Skills
- User Support
- Troubleshooting
- Remote support
- Ticketing systems
- System administration
- User management
- Network troubleshooting
- Documentation management
- Technical documentation
- Data Backup
- Device Management
- Access Management
- System Maintenance
- Network setup
- Network Administration
- Network Installation
- Cat 5e, Cat 6, Fiber optics
- Hardware support
- Scripting Fundamentals
- Inventory Management
- Attention to detail
- Problem solving
- Time management
- Team collaboration
- Effective communication
- Interpersonal Skills
- Team collaboration
- Time management
Certification
- Systems repair technician certificate, 2024
- Google Data Analytics professional certificate
- Microsoft office Certificate, 2022
- Computer safety certification, 2024
- Cybersecurity fundamentals, 2026
- CCNA, Ongoing.
SKILLS
Languages (Fluent): English, Spanish, German
Disclaimer
Note: Only positions deemed relevant to my application are included.
Timeline
Tech Support
Hudson Software Corporation
01.2026 - 01.2026
IT Helpdesk
Strategic Solutions Inc
01.2024 - 01.2025
CIS Student Aide
Morton College
11.2023 - 08.2024
IT Technician
Streamline Paving Inc.
01.2023 - 01.2024
Associate of Applied Science - Computer Information Systems
Morton College
07.2021 - 05.2024
Forklift Operator
Bolthouse Farms
01.2021 - 03.2021