Richard H.
Mid-Level IT Help Desk Specialist
Actively lookingNew to PlatformPhotos
Portfolios
About
Richard Hope Tapeseria is an experienced IT Help Desk Specialist with over 7 years of technical support and customer service experience across retail, telecommunications, and IT support environments. He specializes in troubleshooting POS systems, network connectivity, hardware and software issues, and providing end-user support to ensure smooth business operations.
Throughout his career, Richard has supported both local and international clients, utilizing tools such as Jira for ticket management, Google Workspace administration, and various business applications. He has extensive experience diagnosing technical issues, documenting solutions, managing knowledge base articles, and coordinating with cross-functional teams to deliver timely resolutions.
Known for his strong problem-solving abilities, customer-focused approach, and commitment to continuous learning, Richard is passionate about helping organizations improve operational efficiency through reliable technical support and effective communication. He is currently seeking opportunities to leverage his technical expertise and grow within a dynamic IT support environment.
Experience
IT Help Desk Specialist
San Churro Chocolateria · 2022 — 2026Utilized the Jira ticketing system to address and resolve IT and system issues at the store level. Provided technical support for POS systems, hardware, internet connectivity, and store applications to ensure smooth operations. Managed user accounts and access permissions within Google Workspace, along with handling email support and administrative tasks. Maintained and updated digital menus through the Redcat back-end menu management system and Polygon Central, coordinating with teams to ensure accurate menu deployment across delivery platforms like Uber Eats and DoorDash.Technical Support Representative Level 1
Concentrix · 2019 — 2022Assisted retail store managers and staff by responding to inbound calls. Isolated and diagnosed issues related to POS systems, internet connections, and store phone lines. Provided troubleshooting support and escalated unresolved issues as necessary while following up on resolutions.Technical Support Representative
VXI Global Solutions · 2018 — 2019Handled inbound technical support calls regarding internet, phone, and television services. Promptly diagnosed and resolved connectivity and service issues, while reviewing customer accounts to suggest additional services when applicable.Customer Service Representative
Sitel · 2017 — 2018Responded professionally to customer inquiries via email, assisting with order placement, billing concerns, and payment processing. Performed basic troubleshooting for service-related issues with clarity.CSR / Escalation Help Desk / Subject Matter Expert
Omniglobe International Inc. · 2015 — 2017Verified customer location criteria for service availability and processed customer orders while providing troubleshooting support. Managed supervisor calls and escalated complex issues to AT&T technical teams as needed.Customer Service Representative
Convergys · 2014 — 2015Handled inbound calls, accurately verifying customer information and assisting with both online and phone orders. Identified customer needs and offered suitable solutions efficiently.
Skills & Expertise
Education
- Computer Hardware Servicing NC IITESDA – LMMSAT (Luciano Millan Memorial School of Arts and Trades) · 2010 — 2010