Yasmin Guzman

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Technical Support

Phillips Pet Food and Supplies,

May 2023 - Current (3 years)

Effectively addresses support tickets, emails, and phone inquiries, delivering prompt technical assistance. Serves as the initial point of contact, providing solutions for hardware, software, and application issues. Expertly resolves user-reported problems using available tools and escalates complex issues to the appropriate lead. Monitors and supports Local Area Networks, Wide Area Network, and other systems. Installs, modifies, and troubleshoots computer hardware, peripherals, and software. Ensures customer satisfaction by following up to confirm issue resolution. Produces comprehensive technical documentation. Prioritizes and triages incoming issues diplomatically, managing competing priorities. Participates in occasional on-call duties

D

Technical Engineer

Dell, Remote

Jul 2022 - Mar 2023 (9 months)

Verified the configuration and health of the installed product prior to performing the software upgrade, by completing post upgrade follow-up tasks to ensure the system is returned to its full potential state. Perform optimization and performance testing, provide technical support for incident response and reporting. Support systems infrastructure, hardware, and software, including: analysis, planning, design, development, implementation, provisioning, upgrade and day-to-day operations. Providing technical/cross training to team members and other. IT teams or departments as needed through informal and formal training sessions. Scheduled project activities in RCM scheduler, documenting current notes in Lightning with the outcome of the techn

A

Tech expert

Apple,

Jun 2020 - Mar 2022 (1 year 10 months)

Keep work areas clean, neat, and organized for optimal productivity and worker safety. Trained customers of various backgrounds and levels on how to use their personal/business Apple technology, which consist of products such as MacBooks, MacBook Pro's, Mac Air, iMacs, both versions of the iPad, all iPod Models, iPhone 3GS, and the iPhone 4. Troubleshooting and problem solving all forms of consumer computing technology. Provided concrete customer service and support of all standard Apple applications and hardware including hardware resets, password resets/setup, account setups, iTunes, and App Store walkthrough troubleshoot, diagnose, and perform repairs of iOS devices, Apple TV, Apple Watch, Beats, and other small devices.

S

Customer Support Data Analyst

St. Luke's,

Feb 2020 - Jul 2022 (2 years 6 months)

Performed remote diagnostics by troubleshooting applications such as Microsoft Excel, Outlook, Teams, Epic, ensuring customers were able to access their H drive. Installed applications on customers' desktop and Hdrives if needed. Reset Customer's passwords by validating customer information on Active directory, adding Primary and secondary printers to a customer's St. Luke's computer by receiving their system ID. Dialed in the customer's computer capturing screenshots if needed during troubling shooting steps. Documented information for future training from previous troubleshooting onto the St. Luke's knowledge Base. Walked Customers over the phone by providing training to resolve future incidents from reoccurring. Worked with Tier 3 by res

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