Arturo Contreras
Chicago,IL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and a customer-first attitude to positively impact company success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Support Desk Technician
PremiStar
01.2020 - 04.2023
- Provided technical support to end-users, troubleshooting hardware and software issues, and resolving Tier I & II level requests
- Managed and prioritized incoming support requests, ensuring timely end user satisfaction
- Performed software installations, upgrades, and patches, maintaining accurate documentation of activities
- Decommissioned old Network equipment, replaced with Meraki servers, switches and firewalls
- Collaborated with cross-functional teams to diagnose and resolve network connectivity and performance issues
- Assisted in the configuration and maintenance of Active Directory forest and user accounts
- Used Azure proficiently for the maintenance of user accounts and end user devices across the network Key Achievements:
- Streamlined Zendesk support ticket system, reducing response time and achieving a 98% first -contact resolution with a 'customer satisfaction' approach
- Developed a comprehensive training documentation, resulting in a 30% decrease in recurring support issues
- Used Azure MDM to provision and decommission the end user devices which allowed the end user to provision end user device with minimal IT Dept interaction
- Implemented security awareness training software KnowBe4 across the entire network (which included 23 different domains), enhancing employee understanding of cybersecurity threats and mitigation strategies
- Conducted training sessions for employees on software applications and cybersecurity best practices.
Senior Technician
Greenheart International
09.2015 - 10.2019
- First point of contact for 164 end users (local and remote)
- Achieved 90% first contact resolution, while consistently improving processes
- Tasked with tier level I, II, and III service requests and projects
- Used Active Directory to adjust permissions and user profiles for new hires /exiting staff
- Managed VoIP Phone PBX
- Provisioned and Installed Ethernet (CAT5) to the polycom VOIP phone at end user workstations
- Used customer service skills to help in troubleshooting technical problems
- Assisted in all network scaling/maintenance
- Decommissioned on premise servers to migrate to the cloud (Azure)
- Updated Fortinet firewalls and Meraki switches and access points for various customer locations
- Dispatched the service requests via ticketing software
- Prepped all new assets, including updating and maintaining the equipment inventory Spreadsheet
- Managed and trained department Interns
- Weekly breakdown of the service requests submitted
Field Technician
Resolve Technology Group
03.2015 - 06.2015
- Provided onsite support for clients’ network /end user devices
- Created detailed spreadsheets of the device failure notifications, on a weekly basis
- Prepared Servers and desktops for deployment on a network
- Hardware and software installation and maintenance for Dell products
- Handled the customer queries via the support line ,and scheduled service calls when necessary
- Audited the entire network to properly maintain the client services and applications to avoid downtime
- Troubleshooting desktop and networking issues ex: virus/malware removal, software patching, hardware upgrades and driver updates)
Column IT
10.2014 - 11.2014
- Contracting Services Company for IT professionals
- Helpdesk Tier 1
- High volumes call center representative
- Trained techs to troubleshoot the end user devices provided for their day to day work routes
- Ensured objectives were accomplished in accordance with outlined objectives and time management constraints.
Technician/Sales Associate
Peterson Wireless
09.2011 - 01.2014
- Assisted in out-of-box configurations of PC and peripheral devices for SOHO networks
- Provided end users with troubleshooting of software (OS upgrades/ patches, debugging, malware/ virus removal) and other pc peripherals (printers, Ethernet switches)
- Attained a 92 % first contact success rate with incoming helpdesk phone calls
- Also made follow-up phone calls with customers confirming the arrival time of a field technician when needed
- Assisted customers with their purchases, explained warranties etc
- Itemized and accounted for store inventory
- Contacted customers via e-mail and phone in response to account, troubleshooting inquiry, also following up with customers to ensure satisfaction of the service or to take a survey
Education
CyberSecurity BootCamp - Cybersecurity
Northwestern University
Chicago, IL03.2023
CCNA - Information Technology
IT Career Lab
Chicago, IL04.2017
Skills
- Technical Skills:
- Networking: TCP/IP, DNS, DHCP, VPN
- Programming Languages: Python, SQL
- Security Tools:
- Wireshark, N-Map, Meta-Sploit, Snort
- Incident Response and Forensics: Security Incident and Event Management
- (SIEM), network traffic analysis
- Splunk for Data Analysis
- Vulnerability Assessment: Nessus
- Web Application Security: OWASP, Burp Suite
- Additional Information:
- Basic understanding of industry standards and best practices, including Cybersecurity Framework
Certification
Certified Cisco Network Associate Lic#419264169608IKXG Exp: 2017
CompTIA Security+ CompTIA ID: COMP001022465890 Exp: 2027
CompTIA Network+ Comp TIA ID: COMP001020746625 Exp:2017
Languages
Timeline
Support Desk Technician
PremiStar
01.2020 - 04.2023
Senior Technician
Greenheart International
09.2015 - 10.2019
Field Technician
Resolve Technology Group
03.2015 - 06.2015
Column IT
10.2014 - 11.2014
Technician/Sales Associate
Peterson Wireless
09.2011 - 01.2014
CyberSecurity BootCamp - Cybersecurity
Northwestern University
CCNA - Information Technology
IT Career Lab
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