Pedro Avila
Lincoln
Summary
Results-driven IT Support Specialist with over 10 years of experience in desktop support, technical troubleshooting, and end-user training. Expertise in Windows systems, Microsoft applications, and hardware management. Proven ability to enhance user experience through effective support techniques and collaboration tools.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Remote Desktop Technician
Cedars Sinai / Magellan / MedStar / BNSF
Lincoln
01.2012 - Current
- Provided remote, phone, and onsite support for hardware, software, network, and email issues, ensuring timely resolution and user satisfaction.
- Diagnose and resolve desktop, laptop, printer, scanner, and peripheral problems.
- Install, configure, and maintain Windows operating systems and business software applications.
- Managed incident requests through ServiceNow and Remedy ticketing platforms, streamlining issue tracking and response.
- Delivered high-quality customer service, consistently meeting response and resolution targets to enhance user experience.
- Perform system upgrades, workstation deployments, and equipment replacements.
- Provided technical support for Apple computers, iPads, and mobile devices to resolve user issues.
Commissions, Contracting & Licensing Specialist
Fidelity & Guarantee Life Insurance
Lincoln
01.2010 - 01.2012
- Facilitated resolution of commission, licensing, and contracting inquiries for insurance agents, enhancing their operational efficiency.
- Developed and maintained comprehensive reports and account documentation to support decision-making and compliance.
- Resolved administrative issues while maintaining high service standards, contributing to overall team effectiveness.
Insurance Customer Service Associate
Fidelity & Guarantee Life Insurance
Lincoln
01.2009 - 01.2011
- Assisted clients with policy inquiries and claims processing, facilitating timely resolutions.
- Resolved service issues through effective phone and written communication, ensuring client satisfaction.
- Supported policyholders, beneficiaries, and agents with policy-related requests and concerns.
- Trained new team members on procedures and service expectations, enhancing team readiness.
Default Resolution Specialist
Nelnet
Lincoln
01.2007 - 01.2009
- Negotiated repayment arrangements, helping to recover funds on delinquent student loan accounts.
- Trained staff on updated collection procedures and compliance requirements, enhancing team's adherence to regulations.
- Maintained accurate account records across multiple software platforms, ensuring compliance and data integrity.
Loan Origination Specialist
Nelnet
Lincoln
01.2007 - 12.2007
- Analyzed credit information and assessed debt-to-income ratios to determine loan eligibility.
- Guided customers through loan application procedures, ensuring thorough understanding of qualification criteria.
- Trained employees on intake procedures and service standards, enhancing customer service quality.
Training Supervisor
ITC Teleservices
01.2005 - 01.2007
- Led training and onboarding programs for new employees to enhance integration and engagement.
- Developed coaching strategies that focused on skill enhancement to drive team productivity.
- Monitored performance metrics and implemented improvements to call quality standards.
Telemarketing Associate
ITC Teleservices
01.2004 - 01.2005
- Handled inbound and outbound sales calls to drive customer engagement.
- Presented product offerings to address customer needs and enhance satisfaction.
- Trained new hires on sales systems and call procedures to ensure effective onboarding.
Education
Associate of Applied Science - Information Technology
Southeast Community College
Lincoln, NE04-2026
Diploma - General Studies
Lincoln High School
Lincoln, NE05-2002
Skills
- Desktop & Remote Technical Support
- Windows 7 / 10 / 11 Administration
- PC Hardware Installation & Repair
- Microsoft Office 365 / Outlook / Excel / Word
- ServiceNow / Remedy Ticketing Systems
- Active Directory / User Account Management
- Windows Server Administration
- Network Advanced Troubleshooting / Connectivity Support
- Printer / Scanner / Peripheral Support
- Customer Service & Help Desk Support
- End-User Training & Documentation
- AI Fundamentals & Business Applications
- Collaboration Platforms / Team Tools
- Technical Problem Solving
- Team collaboration tools
- Incident management
- System configuration
Additional Information
Available for onsite, hybrid, or remote IT Support opportunities. Strong communicator with proven ability to work independently and in team environments.
Certification
- ITIL - 4 Foundation Certification, NTT Data, 2015
Accomplishments
- Deans List, South East Community College, 2022,2023,2024,2025
Timeline
Remote Desktop Technician
Cedars Sinai / Magellan / MedStar / BNSF
01.2012 - Current
Commissions, Contracting & Licensing Specialist
Fidelity & Guarantee Life Insurance
01.2010 - 01.2012
Insurance Customer Service Associate
Fidelity & Guarantee Life Insurance
01.2009 - 01.2011
Default Resolution Specialist
Nelnet
01.2007 - 01.2009
Loan Origination Specialist
Nelnet
01.2007 - 12.2007
Training Supervisor
ITC Teleservices
01.2005 - 01.2007
Telemarketing Associate
ITC Teleservices
01.2004 - 01.2005
Associate of Applied Science - Information Technology
Southeast Community College
Diploma - General Studies
Lincoln High School