Exceptionally capable Computer User Support Specialist with 4 years practice troubleshooting complex end-user issues. Enthusiastically seeking to bring a vast repertoire of both hardware and software knowledge to a challenging position at a growing technical support team.
Analytical and critical thinker.
Microsoft Office Specialist (MOS) Expert.
Work well as a member of a team & in isolation.
Skilled in TCP/IP and WANFast learner.
Active questioning & listening skills.
Ability to work under pressure.
Excellent problem resolution skills.
to 01/2017 Telvista – Tijuana,
Managed and monitored all installed systems and infrastructure to ensure the highest level of availability.
Assisted in disaster recovery planning, testing, implementation and documentation.
Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
Assisted in creating a working 24/7 Tier 1 Operations environment to assist Tier 2/3 personnel.
Proactively used monitoring tools (alarms, trending graphs) to determine production issues.
Technical Support Representative08/2014
to 12/2015 Telvista – Tijuana,
Identified chronic customer issues by creating and maintaining customer complaint log.
Accurately documented, researched and resolved customer service issues.
Acted professionally and patiently when addressing negative customer feedback.
Effectively managed a high-volume of inbound and outbound customer calls.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Technical Support Analyst09/2013
to 06/2014 City Hall – Rosarito,
Provided base level IT support to non-technical personnel within the business.
Identified and solved technical issues with a variety of diagnostic tools.
Installed software, modified and repaired hardware and resolved technical issues.
Evaluated and responded to incoming sales leads and requests for technical support assistance.
Remained up-to-date on the latest technologies and solutions applicable to company products.
Technical Support Analyst 01/2017
to Current Telvista – Tijuana,
Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
Provided Tier II IT support for Windows XP and Windows 7 desktops and laptops for over 500 users. Conducted troubleshooting of desktop, laptops, printers, iPhones, iPads and Blackberry, print server admin.
Configured software, Firewall and VPN troubleshooting, LAN, DNS, DHCP settings and browsers internet settings to allow accessibility to online products.
Created, managed and reset customer accounts via password administration tools and account management such as Active Directory.
Used remote desktop software such as Teamviewer or Dameware to assist clients with issues.Configured and reset POP and Exchange Email accounts.
Ensured that issues are resolved within the prescribed time frame.
High School Diploma: 2011San Ysidro Highschool-
Computer System Engineer: Software Development and Network Engineering2015ITT Tijuana University-