ENRIQUE MERCADO
Carolina
Summary
Thorough Service Technician utilizes in-depth knowledge of troubleshooting and repair. Talented at handling multiple work orders with efficiency and focus on quality. Excellent work ethic and continuous drive to acquire new service and repair skills. Thorough Service Technician with commitment to superior service. Driven to consistently contribute value through impeccable work ethic and unending quest to achieve new service skills. Experience managing high-volume of service calls while maintaining quality and efficiency.
Overview
18
18
years of professional experience
Work History
IT Field Support Technician
Court Administration Office
2004.11 - Current
- Computer technical support functions
- Install and configure the technology to be used in the company, computers, operating systems, programs, and applications
- Perform periodic system maintenance (Windows updates.)
- Aid employees or customers with technology (Zoom, Teams, and Skype)
- Perform hardware and software malfunction diagnostics
- Find solutions to any failure and implement them
- Replace damaged or failed parts of computers when necessary
- Make requests for new parts when they are missing in inventory
- Implement and guide the different teams in the execution of new applications or operating systems
- Learn about new applications or operating systems
- Configure profiles, emails, and access for new entries, in addition to helping in everything related to passwords and installation and configuration of printers
- The configuration of computers for remote users
- The Call Center system for handling reported tickets is managed
- The procedures are documented
- It is answered in a reasonable amount of time
- Reports of reported calls are generated
- System update (Windows 10)
- Installation of operating systems (Windows 10)
- Troubleshooting of printers is performed
- Configure users:
- Install branch programs, assist with document backups, and emails, and set up new appointments)
- Delete user profiles from computers
- Creation of backups of documents and emails
- Users are assisted remotely from their homes
- Assist the telecommunications to verify: the servers when they are not up
- (Patch cable in the ports that have communication
- Task and Job Responsibilities:
- Report for warranty backup batteries to be replaced
- Assist users and judges remotely after 5 pm and on weekends and holidays
- Installation and configuration of personal equipment (monitors, printers, cell phones)
- Creation and installation of operating system images
- Desktop scanner configuration (SUMAC and NET)
- Tasks related to video conferences:
- Cameras (troubleshooting, equipment installation)
- Microphones (troubleshooting, equipment installation)
- Installation and configuration of Zoom and Teams
- Guide the user on the use of the Zoom and Teams applications
- Technical support in seminars and/or "webinars" to people outside the Judicial Branch
- Assistance to lawyers and the public in videoconferences
- Tasks related to the FTR or DCR and rooms
- Installation and configuration of the program FTR or DCR (Digital Court Recordings) Reporter and FTR Touch
- Repair of FTR Touch (Display, memories)
- Installation and assistance of handicapped equipment (hearing assistance equipment)
- Training room staff on the use of impaired audio equipment
- Troubleshooting mixer and microphones
- Tasks related to other departments:
- Accounts Unit:
- Installation and configuration of CUCANET applications
- Installation and configuration of PROFOX applications
- Telecommunications: Infrastructure: in case of bad weather or hurricane seasons
- Systems: Other special tasks:
- Creation of digital signatures for Judges, Installation, and configuration of the Dragon program, Installation and configuration of programs
- Barcode: database and printer (Library and property)
Education
DIRECT - Personal Computer Repair
THOMSON EDUCATION
7.2002
Associate of Science - Computer
Technological College of the Municipality of San
06.1991
Skills
- Equipment Configuration
- Equipment Programming
- Adjustment and Calibration
- Complex Problem Solving
- Software Reinstallation
- Memory Installation
- Problem Diagnostics
- Customer Relations
- Hand and Power Tool Operation
- Microsoft Excel
- Hardware and Software Configuration
- Time Management
- Cooperative and Persistent
- Operating System Configuration
- Computer Networking
- Word Processing
- Virus Detection Software
- Decision Making
- Remote Troubleshooting
- Customer Service
- Dependability and Integrity
- Work Planning and Prioritization
- Parts Inventory Maintenance
- Microsoft Office
- Data Recovery
- Troubleshooting Techniques
- Corrective Maintenance
- Telephone and Email Communication
- Microsoft Outlook
- System Upgrades
- Team Support
- Field Support
- Computer System Diagnostics Software
- Office Support
- Help Desk
- Technical Support and Assistance
- Hardware Repair
- Microsoft Windows and Office
- Customer Communication and Empathy
- Friendly and Patient
- Hardware and Software Repair
- Efficient Service
- Staff Support
Accomplishments
- Created a highly effective new program that significantly impacted efficiency and improved operations
- Consistently maintained high customer satisfaction ratings.
Guitar, singer, art and music
Love to sing at church and play the guitar. Listen to all music like the 50, 60, and 70.
Languages
Spanish
Native language
English
Beginner
A1
Timeline
IT Field Support Technician
Court Administration Office
2004.11 - Current
DIRECT - Personal Computer Repair
THOMSON EDUCATION
Associate of Science - Computer
Technological College of the Municipality of San
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