Hernan Cruz
DENVER
Summary
Dynamic IT professional with a robust background in customer support and satisfaction, dedicated to enhancing user experiences through effective problem-solving. Proven expertise in troubleshooting complex issues and supporting enterprise applications, leveraging technologies such as Azure, Active Directory, and Meraki systems to drive efficient resolutions. Eager to embrace new challenges that allow for the application of critical thinking and creative solutions in a fast-paced environment.
Overview
5
5
years of professional experience
Work History
Service Desk Analyst
Mercy Housing
Denver, CO
10.2024 - Current
- Supported 1,800+ employees by resolving technical issues using phone support and remote desktop tools.
- Managed 360+ monthly service desk calls to deliver first-line hardware, software, and network support and maintain a positive user experience.
- Processed and closed 20+ technical support tickets per day, maintaining a high-resolution rate with minimal escalation.
- Diagnosed and resolved network issues with Meraki software and hardware, ensuring seamless connectivity and maximizing service uptime.
- Processed and closed 20+ technical support tickets daily, achieving high-resolution rate with minimal escalation to improve support efficiency.
- Collaborated with multiple teams to provide swift resolutions for issues requiring more in-depth troubleshooting.
- Used Microsoft Defender to analyze compromised users and devices and follow troubleshooting to property make sure users accounts are secure
Geek Squad Consultant
Best Buy
Lakewood, CO
09.2023 - 05.2025
- Delivered foundational IT support to enhance user experience for new and existing clients.
- Troubleshoot and resolve driver and software issues for new and existing clients.
- Provided base level IT support for new and existing clients.
- Set up new user accounts, profiles, and passwords.
- Operating system maintenance, onsite setup, and software installation for new devices. .
- Learned and used the in-prencict tag system to document client issues and solutions.
- Employed in-prencict tag system for thorough documentation of client issues and solutions.
- Checked in computers for technicians to facilitate further investigation of problems.
Technology Support Technician
Intermountain Health
Wheat Ridge, CO
05.2024 - 08.2024
- Set up over 1600 devices for one of state’s newest and largest hospitals, facilitating efficient operations.
- Configured various devices including Wows (Work Stations on Wheels), desktops, AIOs, printers, and peripherals.
- Tracked hardware deployments, ensuring timely delivery to designated rooms.
- Took note of any software or hardware issues and made tickets for each corresponding issue.
- Used ServiceNow to resolve issues in a timely and efficient manner, documenting all steps of the process.
Sales Advisor
Best Buy
Lakewood, CO
11.2021 - 09.2023
- Achieved 100% Net Promoter Score(NPS) surveys through several fiscal quarters.
- Helped improve the Computer Dept to #1 in several metrics (Office, baskets, & 11th place nationwide during Q1 2022.
- Utilized Best Buy internal software to efficiently access customer profiles, protection plans, and order history.
- Activated phone services for customers by guiding them through the setup process. and troubleshoot for new and returning customers.
Education
Bachelors of Science Degree - Criminal Justice and Criminology
Metropolitan State University of Denver
Skills
- System Administration
- Freshservice, Meraki, Azure, Windows, Mac, Linux, Android, and IOS
- Customer Engagement communication
- IT support
- Remote troubleshooting
- Hardware diagnostics
- IT support
- Hardware maintenance
- Software troubleshooting
Timeline
Service Desk Analyst
Mercy Housing
10.2024 - Current
Technology Support Technician
Intermountain Health
05.2024 - 08.2024
Geek Squad Consultant
Best Buy
09.2023 - 05.2025
Sales Advisor
Best Buy
11.2021 - 09.2023
Bachelors of Science Degree - Criminal Justice and Criminology
Metropolitan State University of Denver