Cristian Heredia has experience providing desktop support, helpdesk services, and network support. He is fluent in Spanish and has strong skills in hardware, networking, and various software programs. Currently he works as a Desktop Support Specialist at Children's Hospital Boston where he assists over 150 users and troubleshoots hardware, software, and network issues. Previously he held contracting roles providing helpdesk support and was an intern managing network incidents and monitoring systems. He completed a one-year information technology career training program through Year Up and Cambridge College to prepare for his career in IT support roles.

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