Nur "Roberto" Abud

Experience

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  4th Source

  Apr 2015 - Mar 2017

  Information Technology Help Desk Technician

  Help Desk Level 1 Help Desk/IT Support Technician• Monitored help desk during overnight hours with minimal supervision. All calls addressed & issues resolved; offered outstanding system support • On average assisted 20+ users a week; all tickets remedy in a timely manner resulting in less down time• Open/ Close tickets in Service Now and Track It; resulting in organized, detailed and accurate documentation• Offered support via phone calls and emails; timely, professional and courteous interactions at all times• Add/remove users from email distribution through Active Directory; this maintained updated information • reset users Virtual machine (VDI), timely resets completed to avoid user down time • Manually run jobs by accessing directory and running the BAT file as an admin; preventing down time• Run Select/Update/Delete/Insert in SQL • General duties included partition/format HDDs. Install/configure/uninstall software.Use VMWare player and use Teamviewer, replace hard drives• Provided friendly, attentive customer service to all who contacted the help desk; monitored systems aggressively while keeping timely resolutions top of mind• 4th Supervisors assigned a variety of special projects and recognized consistently by management for a job well done Show less

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  Crescent Tek

  May 2021 - now

  Helpdesk Support Engineer