Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ricardo Coronado

Bogotá

Summary

During my work as Level 1 Help Desk Technician at Steward Health Care, I have managed to develop and deploy a ticketing system along with timely issue resolution which in turn increased operations efficiency and helped in improving customer satisfaction. Now, I am doing a degree in Software Engineering which adds to my technical skillset. In addition, my political science studies have provided me with specific soft skills, for instance, communication and critical thoughts.

I have trained new employees and wrote technical documents, which proves that I can easily adapt and troubleshoot. This has helped in reducing the down time to quite an extent and promoted teamwork. I am an easy-going Help Desk Technician with experience of exposure to handling customer queries and resolving technical issues in the least possible time. After each incident report, I focus on providing satisfactory resolutions regarding each ticket raised by the clients.

I am quite capable of constructive communication in tough situations, and I look forward to using my strong technical skills together with my warm personality in order to deliver excellent levels of technical support.

Overview

1
1
year of professional experience
1
1
Certification

Work History

IT Help Desk Technician

Steward Health Care
01.2024 - Current
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • helping users in the use of software applications, operating systems and hardware settings that allowed them to perform their jobs.
  • I took it upon myself to begin mentoring new team members, teaching them troubleshooting methodologies and how we ensure best practice. This one came in handy as they could adapt quickly and thus create a group spirit.
  • I also worked to foster a climate of open communication among my teammates and always having the time to listen their concerns. having this closeness with them allowed us
    to solve difficult problems because we all worked together.
  • Followed up users to verify optimal customer satisfaction following support engagement and problem resolution.
  • Attending to help desk tickets and calls in person, over the phone or via chat; diagnosing issues quickly for problem-solving efforts.
  • Collaborate with IT department team members to escalate complex issues and develop solutions that facilitate a collaborative environment.
  • Guiding and training staff in optimal use of technology; increasing the skill levels, background knowledge, practice confidence.
  • Developed technical documentation for internal use, simplifying processes for team members and end-users alike.
  • Streamlined help desk operations by implementing an effective ticket management system.
  • Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
  • Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.
  • Managed high levels of call flow and responded to technical support needs.
  • Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.

Education

Software Engineering -

Politécnico Grancolombiano
Medellin
06-2026

Political Science -

Universidad Del Rosario
Bogotá
05-2019

Skills

  • Remote Support
  • Ticket management
  • Effective Communication
  • Empathy and Support
  • Conflict Resolution
  • Adaptability
  • Problem Resolution
  • Incident Reporting
  • IT Documentation
  • Active Directory
  • Customer Service
  • Technical Troubleshooting
  • User Support

Certification

Certified as a full-stack software developer

Timeline

IT Help Desk Technician

Steward Health Care
01.2024 - Current

Software Engineering -

Politécnico Grancolombiano

Political Science -

Universidad Del Rosario

Similar Profiles

CREATE PROFILE
Ricardo Coronado