Oscar Secundino
Help Desk Analyst
Columbia
Summary
Diligent Help Desk Analyst with solid foundation in troubleshooting and resolving technical issues. Effectively managed support tickets and provided timely resolutions to enhance user satisfaction. Demonstrated strong problem-solving abilities and excellent communication skills.
Overview
6
6
years of professional experience
Work History
Autism Specialist
Easterseals
07.2024 - 03.2025
- Designed and implemented specialized intervention programs tailored to individuals with autism, applying data collection insights to refine treatment plans
- Conducted developmental assessments to track progress and adjust support strategies, emphasizing systematic data analysis for quality assurance
- Provided training and guidance to families and caregivers to ensure consistent support based on observed performance metrics
- Collaborated with therapists, educators, and healthcare professionals to improve client outcomes through detailed review of behavioral data
Registered Behavior Technician
Easterseals
01.2023 - 01.2024
- Delivered one-on-one behavioral interventions for individuals with autism, utilizing data tracking methods to monitor client progress
- Assisted in implementing treatment plans developed by Board Certified Behavior Analysts (BCBAs) with a focus on measurable outcomes
- Collected and analyzed client data to monitor progress, demonstrating rigorous quality assurance and data analysis techniques
- Supported clients in developing social, communication, and life skills by applying systematic data collection and progress tracking strategies
Geek Squad Agent
Best Buy
01.2021 - 05.2022
- Provided frontline technical support to customers for hardware, software, and connectivity issues
- Diagnosed and troubleshot Windows and macOS operating systems, devices, and peripherals
- Assisted customers with software installations, updates, and basic system configurations
- Performed virus/malware removal and system optimization
- Explained technical concepts clearly to non-technical users, ensuring customer understanding and satisfaction
- Documented service actions, diagnostics, and resolutions in a ticketing/service management system
- Managed multiple service requests while meeting time and quality standards
- Delivered customer-focused support in a fast-paced, high-volume retail environment
- Collaborated with team members to escalate complex issues and ensure timely resolution
- Maintained professionalism, patience, and attention to detail during challenging customer interactions
Senior Technician
Valvoline
09.2019 - 01.2021
- Managed store operations, including opening and closing procedures
- Resolved customer issues and ensured a positive customer experience
- Supervised and trained team members to maintain efficient operations
- Promoted to Senior Technician within three months for exceptional performance
Education
High School Diploma -
Hickman High School
Columbia, MOBachelor of Arts - Psychology
University of Missouri-St. Louis
St. Louis, MOSkills
- Clinical Skills: Behavioral Intervention and Therapy, Applied Behavior Analysis (ABA) Techniques, Individualized Treatment Planning
- Data Skills: Data Collection and Progress Tracking
- Interpersonal Skills: Collaboration with Multidisciplinary Teams, Training and Guidance for Caregivers, Strong Communication and Interpersonal Skills, Problem-Solving and Conflict Resolution
- Organizational Skills: Time Management and Meeting Deadlines, Inventory Regulation and Organization
- Basic troubleshooting of hardware, software, and system issues
- Windows operating systems familiarity (installation, navigation, settings)
- Microsoft Office / Microsoft 365 (Word, Excel, Outlook, Teams)
- Device setup, configuration, and basic maintenance
- Understanding of user accounts, permissions, and access issues
- Following structured troubleshooting steps and escalation procedures
- Accurate documentation of issues, actions taken, and resolutions
Timeline
Autism Specialist
Easterseals
07.2024 - 03.2025
Registered Behavior Technician
Easterseals
01.2023 - 01.2024
Geek Squad Agent
Best Buy
01.2021 - 05.2022
Senior Technician
Valvoline
09.2019 - 01.2021
Bachelor of Arts - Psychology
University of Missouri-St. Louis
High School Diploma -
Hickman High School