KMKevin Moreno
@kevinmoreno
IT Support Specialist with over 8 years of experience.
United StatesWhat I'm looking for
I am an IT Support Specialist with over 8 years of progressive experience in technical support environments. My expertise includes Tier 1 and Tier 2 responsibilities, advanced troubleshooting, remote diagnostics, and user onboarding. I am known for my technical versatility and ownership-driven support, which has consistently resulted in high customer satisfaction.
In my current role at QuattroV, I troubleshoot complex POS hardware and software issues for national retail clients, utilizing tools like LogMeIn for secure remote access. I have successfully deployed and configured hardware across various platforms, ensuring operational readiness for new business sites. My ability to manage escalations and provide training to non-technical users has been instrumental in my career growth.
Actively seeking a Tier 2 IT Help Desk position, I am eager to continue my professional development in system and network administration. I am bilingual in English and Spanish, which enhances my ability to communicate effectively with diverse teams and clients.
Experience
Work history, roles, and key accomplishments
IT Support Specialist
QuattroV
Jan 2022 - Present (3 years 6 months)
Troubleshot complex POS hardware/software issues for national retail clients and utilized LogMeIn for secure remote access, troubleshooting, patching, and system diagnostics. Acted as an escalation point for unresolved Tier 1 issues, diagnosing layered problems involving network, software, and device sync.
Operations Support Analyst
Heartland Payment Systems
Sep 2019 - Present (5 years 10 months)
Handled escalated support cases involving processor errors, faulty hardware, and network inconsistencies. Managed OTA software updates and coordinated shipment of hardware replacements.
Associate Technical Service Representative
Heartland Payment Systems
Dec 2017 - Present (7 years 7 months)
Delivered Tier 2 support on POS issues, Windows configurations, and network troubleshooting. Supported file sharing systems and performed SQL database checks/queries.
Diagnoser, Repair Technician, End of Line Auditor
Pegatron INC.
Jun 2017 - Present (8 years 1 month)
Repaired and diagnosed hardware issues in HP laptops and desktops. Performed final QA testing for restored devices prior to shipment.
Sales Associate, Verizon Expert
BestBuy
Sep 2016 - Present (8 years 10 months)
Assisted in troubleshooting a variety of mobile devices including Apple, Android, and Windows. Trained new hires on customer engagement and retention strategies.
Education
Degrees, certifications, and relevant coursework
Borden High School/ New Albany High School
High School Diploma, General Studies
Grade: 3.0 GPA
Graduated with a GPA of 3.0. Received the Honors Academic Achievement Award for academic excellence.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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