As an experienced IT professional with a background in technical support and end-user computer support, I bring a diverse set of skills to the table. My expertise in computer networking, analytical thinking, and creative problem-solving enables me to quickly and effectively resolve problems. I am also a bilingual professional, fluent in English and Spanish, which allows me to provide support to a diverse range of users. I have a strong work ethic, I am a team player and leader, able to work well under pressure, and a fast learner. I am eager to bring my skills and experience to a dynamic and innovative organization and contribute to the success of your team.
IT Professional
Tier 1 Help Lines | Technical Support | User Training | Software/Hardware/Network Troubleshooting | Bilingual
·Information Technology professional with four years of help desk experience providing software, hardware, client/server, and networking technical support.
·Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting, and resolving client issues.
·Consistently praised for communicating effectively with both technical and non-technical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.
KEY SKILLS
· Technical Troubleshooting
· Hardware Configurations
· Offshore Team Collaboration
· Software Installs
· LAN Connectivity
· Problem Diagnosis
· Phone & Online Support
· Client/Server Models
· Preventive Maintenance
· User Training/Support
· Customer Service
· Complaint Handling
TECHNOLOGY PROFICIENCIES
Platforms: Windows, Linux, macOS, iOS
Software: MS Office (Word, Excel, Outlook, PowerPoint, Access, Teams), Fusion 360; Anti-virus programs, Final Cut Pro, Wireshark, Zenmap, KAPS, OnBase
Browsers: Chrome, Safari, Firefox; MS Edge; IE; Opera
Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems, Servers, Switches
Networking: LAN & VPN/Remote Connectivity, TCP/IP, pfSense, Ubiquiti Networks, Watchguard
Virtualization: Proxmox, OpenMediavault, VMware, Oracle VM Virtual Box, Hyper-V, Ansible, TrueNAS
Terminal: SSH, Bash Scripting, Telnet basic commands, sFTP
Remote: TeamViewer, Google Remote Desktop, Teams Share Screen. Research and development of out-of-bound devices to remotely monitor critical services.
Systems Administration: MS Intune, KnowBe4 phishing testing administrator, Apple Business Manager (ABM).
Other: Research and development of out-of-bound devices to remotely monitor critical services.
Cloud: AWS, Google G Suite, Adobe Creative Cloud, and MS Azure
PROFESSIONAL IT EXPERIENCE
Kelmar Associates - Remote, Fl 2022 – Document Management Associate
· The first line of defense in all client requests pertaining to the application OnBase
· Monitor and manage internal client ticketing system as well as open requests with the vendor
· Identify and diagnose issues, recommending solutions or workarounds
· Prioritize, schedule, and track client requests, escalating to team Specialist or Management as necessary
· Document and submit technical issues, update requests, and specific acceptance criteria for Kelmar development
· Support training efforts for client sessions
· Assist the Specialist in gathering, analyzing, and documenting requirements from client processes and systems
· Provide off-hours support for critical and priority issues and resolution testing
Bays Florida - Tampa, Fl 2019 - 2022 - IT Help Desk Specialist
· Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues. Excel in asking probing questions and researching, analyzing, and rectifying problems.
· Received "Outstanding" ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills, and technical problem-solving.
Apple, Inc. Tampa, FL - 2015 - 2018 - AppleCare Spanish At-Home Advisor
· Routinely exceed call-handling goals, closing an average of 40 calls daily with an 85% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below the 7-minute goal.
· Partnered with Mac+ Tier II and Tier III help desk peers to resolve complex problems that required escalation. Provided detailed descriptions of issues in the trouble ticket system and followed up diligently to ensure swift resolutions.
Verizon Wireless Tampa, FL - 2010 - 2013 - Tech Support/Bilingual Coordinator Customer Care
· Answered customer questions to learn about their situation.
· Asked customer questions to get a better idea of what might be wrong.
· Diagnosed and provided clear advice on what the user can do to solve their problem.
· Logged information about the correspondence into the company’s system to keep a record of actions.
ARMY National Guard - 2002 - 2008 - Signal Support Systems Specialist Rank E-4
· In charge of maintaining vital signal support systems and terminal devices; the equipment that needs to consistently work for commanders to stay informed, track, and direct the movement of their troops.
· Performed signal support and technical assistance for computer systems and local area network.
· Performed maintenance on equipment, terminal devices, power generators, and vehicles.
EDUCATION
· American Public University - B.S Information System Security with Cloud Computing - In progress
· Technical Certificate Fayetteville Technical Community College - Computer Information Technology
· ARMY Basic Training and Advanced Individual Training - 31U (25U) Signal Support Systems Specialist