Cristian Pereyra
Help Desk Analyst @Berkeley College
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WORK HISTORY
Help Desk Analyst @Berkeley College
West Paterson, NJ, US
Upheld a positive attitude and the highest level of professionalism, serving as an ambassador of the department and fostering positive end-user relationships.• Demonstrated the ability to work independently and as part of a team, providing first-level technical support to students, faculty, and staff. • Provide assistance and troubleshooting including identification, resolution, escalation, referral, and follow-up with hardware, software, and network issues • Documented all requests and incidents using the BMC Service Desk Express ticket system, ensuring accurate tracking and resolution.• Document and escalate contacts to the appropriate queues • Provide customers with prompt and accurate status updates on their requests • Provide timely resolution to all assigned tickets or tasks • Answer all contacts (call/VM/chat/ email/self-service) promptly • Collaborated with managers and lead analysts to address all system outages and maintain operational continuity.• Attend meetings and training sessions as necessary • Leveraged hands-on PC technician experience to troubleshoot hardware, software, and network issues effectively.• Consistently provided prompt and accurate status updates to customers, ensuring transparent communication and exceptional service.• Conducted in-depth research on the utilization of the AnyConnect VPN client, providing insights to optimize secure remote connections.• Spearheaded the implementation of a password policy that ensured passwords do not expire, promoting user convenience without compromising security.• Developed Safe Links policies for email messages, mitigating potential security risks and safeguarding sensitive information.
EDUCATION
Berkeley College
Bachelor's degree, Computer/Information Technology Administration and Management
East Stroudsburg High School South
High School Diploma
SKILLS
ABOUT CRISTIAN PEREYRA
Results-driven IT Management graduate with a passion for problem-solving and customer service. As a Helpdesk Analyst at Berkeley College, I\'ve maintained a 95% customer satisfaction rate by delivering efficient first-level technical support to students, faculty, and staff. I\'ve documented and resolved over 100 hardware, software, and network issues, consistently meeting or exceeding ticket resolution targets. Through my role as an Inventory Processor at Kelly Services, I contributed to a 20% reduction in distribution errors by ensuring accurate quality control and streamlined shipping processes. My education in Information Technology Management, backed by hands-on experience, positions me as a proactive professional well-versed in cloud computing, project management, and network security. Proficient in Microsoft Office and equipped with a solid grasp of Microsoft Azure, I\'m poised to contribute effectively to IT teams and drive technological excellence.
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