Erick Bonilla
Boston
Summary
Experienced Desktop Support Technician with a proven track record of providing top-notch technical support and troubleshooting for end users in a fast-paced environment. Skilled in resolving hardware and software issues, installing and configuring systems, and maintaining network infrastructure. Adept at delivering exceptional customer service and collaborating effectively with cross-functional teams to ensure smooth operation of IT systems. Seeking to leverage my expertise to contribute to a dynamic organization's success.
Overview
4
4
years of professional experience
Work History
Desktop Support Technician
Mass General Brigham Employee/ DFCI Contractor
06.2021 - Current
- Provided timely and efficient remote and onsite technical support to end users, troubleshooting hardware and software issues across various platforms and devices
- Utilized remote access tools to resolve technical problems, perform system configurations, and deploy software updates
- Managed and prioritized incoming support tickets, ensuring timely resolution and proactive communication with customers
- Collaborated with cross-functional teams to implement and maintain IT solutions, ensuring seamless operations for remote employees
- Installed and configured network hardware and software systems to ensure smooth operation and connectivity for all users
- Assisted in troubleshooting hardware and software issues, escalating more complex problems to the appropriate team members
- Provided end-user support and training on Office 365 applications such as Outlook, Word, Excel, and SharePoint
- Configured and maintained VPN connections for remote users, ensuring secure access to company networks
- Implemented onboarding processes to streamline new employee induction, resulting in a 20% decrease in onboarding time
- Provided first-line technical support to end users, troubleshooting hardware and software issues on desktops, laptops, and peripherals
- Assisted in the development and implementation of IT policies and procedures to increase operational efficiency and security
- Performed system upgrades and software installations to enhance user experience and improve technology efficiency
- Provided technical support to end-users via phone, email, and remote desktop tools
- Diagnosed and resolved hardware and software issues in a timely and efficient manner
- Utilized Active Directory to manage specific access privileges to directories
IT Engineering Co-Op
Wayfair
08.2020 - 01.2021
- Implemented onboarding processes to streamline new employee induction, resulting in a 20% decrease in onboarding time.
- Provided first-line technical support to end users,
troubleshooting hardware and software issues on desktops, laptops, and peripherals - Assisted in the development and implementation of IT policies and procedures to increase operational efficiency and security
- Performed system upgrades and software installations to enhance user experience and improve technology efficiency
- Provided technical support to end-users via phone, email, and remote desktop tools
- Diagnosed and resolved hardware and software issues in a timely and efficient manner
- Utilized Active Directory to manage specific access privileges to directories
- Proficient in using imaging software to restore operating systems and software configurations
- Efficiently assisted users in resetting passwords through various platforms such as Active Directory, VPNs, and web applications
Education
Certification - Information Technology
YearUp
Boston, MA01.2021
Skills
- Detail oriented
- Device installation and configuration
- Customer service
- Active directory
- Software installation
- Remote IT Infrastructure management
- Antivirus, anti-malware and malware removal
- Network troubleshooting and diagnostics
- Cloud computing and storage
- Self-motivated
- Active communication
- Proficient in using imaging software to restore operating systems and software configurations
- Efficiently assisted users in resetting passwords through platforms such as Active Directory, and web applications
Timeline
Desktop Support Technician
Mass General Brigham Employee/ DFCI Contractor
06.2021 - Current
IT Engineering Co-Op
Wayfair
08.2020 - 01.2021
Certification - Information Technology
YearUp
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