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Edgar	Z.	Ruiz
Berdeguez
IT	Helpdesk	Technician
Customer-focused	Desktop	Support	Technician	with	years	of
success	in	a	variety	of	computer	operating	systems	applications
and	hardware.	Critical	thinker	who	addresses	customer	support
issues	quickly	and	who	consistently	exceeds	performance
standards.
Personal	Info
Phone
1(787)-381-9631
E-mail
edgarzruiz1@gmail.com
Date	of	birth
1984-12-03
Skills
Repair	Tablets
and	Phones
Photoshop
	Troubleshooting
Software
Installation
Active	Directory
Repair	Computer
Hardware	and
Software
Microsoft	Office
Service	Now
Remote	Repairs
English	and
Spanish	
Diligent	and
Detail-Oriented
Extensive
Windows
Experience
2017-11	-
present
IT	Help	Desk	Technician
Scotia	Bank
•	Skilled	communicator,	able	to	successfully	work	with	wide	range	of	end-
users	to	diagnose	and	resolve	complex	technical	issues.
•	Installs	and	configures	computer	hardware,	software,	systems,	printers
and	scanners.
•	Troubleshoot	any	hardware,	software	issues,	provided	knowledgeable
and	creative	technical	solutions	for	user	problems	on	pc,	laptop,
macintosh,	cable	modem,Ipad,	Iphone	and	androids	phones
•	Experience	with	wired	and	wireless	networking,	including	Virtual	Private
Network	(VPN)	remote	connectivity
•	Knowledge	of	Microsoft	Active	Directory	administration
•	Ability	to	multi-task	and	adapt	to	a	rapidly	changing	environment
•	Troubleshoot	and	resolve	configuration,	browser	or	operating	system
related	configuration	issues	utilizing	TCP/IP/DHCP	utilities	such	as	PING
and	IPCONFIG		
•	Provide	technical	support	to	customers	via	telephone,	email	and	through
tickets
•	Provided	email	configurations	and	user	education	as	needed				
•	Good	understanding	of	computer	systems,	mobile	devices	and	other	tech
products
•	Earned	solid	reputation	for	resolving	complex	issues	and	providing
exceptional	customer	service
•	Lead	the	help	desk	process	and	request	system	as	needed
•	Maintained	confidentiality	and	discretion	when	working	with	pass	worded
or	sensitive	materials
•	Assign	to	projects	like	giving	training	to	new	hires,	including	staff	from
other	nationalities
•	I	give	support	to	Horizon,	Service	Now,	Citrix,	Image	Center,	IBP,	Eteller,
Office,	printers,	networking,	among	others
•	Provide	extensive	printer	support	Xerox	and	Lexmark
Experience
Resume
Excellent
Diagnostic	Skills
Excellent
Problem-Solving
	Abilities
Customer	Service
2016-02	-
2017-09
Technical	Support	Analyst
Claro	
•	Troubleshoot	technical	issues	with	mobile	equipment	(Cell	phones,
Tablets,	Hotspots)
•	Ability	to	multitask	and	document	work	via	ticketing	system
•	Helped	customers	solve	problems	offered	solutions	and	customer
service.
•	Assisted	customers	with	setup	of	devices
•	Exceptional	knowledge	of	cell	phone	operating	systems	and	features
2015-01	-
2016-02
Cell	Technician
Claro
•	Responsible	for	repairing	cell	phone	screens	and	associated	items.
•	General	office	responsibilities:	email	correspondence,	phone
correspondence,	and	customer	service
•	Assist	customers	with	technical	issues	on	their	cellular	devices	and
accessories
•	Troubleshooting	and	repair		Laptop,	mobile	devices	and	hotspot
•	Repairing	phones:	familiar	with	parts	replacement,	software	and
hardware	issues
•	Diagnose	and	Repair	Apple,	Android,	and	Windows	Phone
2015-05	-
present
Atlantic	University	College
BA	-	Digital	Graphic	Design
2004-07 Inter-American	University	of	Bayamon	
Associate	Degree	-	Computer	Technician
2002-06 School	Luis	Pales	Matos
H.S.	Diploma
Education
Resume

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