1. Cristian Heredia
42 Oldfields Rd. Boston, MA 02121 | (857) 269-8583 | Chrisraider54@gmail.com
Skills
 Languages: Fluent in Spanish
 Hardware: Add and remove RAM, CPU, Motherboard, and Expansion Card
 Networking: Run cables, troubleshoot connection, identify and activate external ports
 Software: Microsoft Office, Windows, Mac OSX, Active Directory, ISM, NICE, NetCool, Black Baud
CRM, EPIX, VPN, GreatBay, MacAfee, and Java
Experience
Children’s Hospital Trust Boston, MA
Desktop Support Specialist - Contractor April 2016 – Current
 Provide helpdesk support to 150 end user
 Troubleshoot and resolve hardware, software, and network issues
 Ran diagnostic scans like Check Disk and Defrag for malfunctioning machines
 Assists with training, advising and aiding staff as new functions are rolled-out
 Monitor, troubleshoot, and support Windows servers,
 Desktop/laptop/thin-client PCs, local/wide area networks, and data storage systems
Partners Health Care Wellesley, MA
Service Desk Analyst - Contractor March 2016 – April 2016
 Answers Help Desk calls in a courteous, friendly and knowledgeable manner
 Utilize stored information and documentation to help resolve issues
 Document actions to resolve problems and update end-users on status of problems in a timely manner
 Utilize Remote Management software to remotely install software, setup printers and assist customers
with problems
 Prioritize and escalate problems within given guidelines
 Provide 1st level technical support for networked devices to include desktop PCs, laptops, printers, and
PDAs and peripheral devices
State Street Global Technical Services Quincy, MA
Network Support – Intern July 2015 – February 2016
 Provide technical expertise for each event, incident, problem and change within service levels
 Managing ticket resolution and event monitoring processes
 Utilize software and hardware tools to perform critical and urgent incidents via NetCool
 Manage the appropriate support partners to provide problem solution for all network platforms
 Serve as a first point of contact to manage all business impacting critical and urgent incidents
 Answer all calls and address issues accordingly with users/clients, vendors and support groups
 Authorize guests to access corporate network by following formal procedure to log system and user
details prior to enabling access through Great Bay
Education
Year Up / Cambridge College Boston, MA
Information Technology Training March 2015 – February 2016
 Year Up is a leading one-year career-development program 250 corporate partners around the country;
the program includes college-level courses, professional training, and six month internship
 Enrolled in the Information Technology track to prepare for a Tier 1 technician or helpdesk role
 Earning 24 college credits towards a Bachelor of Science in partnership with Cambridge College