PROFESSIONAL SUMMARY
- Talented Network Engineer possessing considerable experience with wireless networking and cloud storage. Tech-savvy and hardworking professional with expertise in Management, MS365 & Networking. Expert at developing technical documents and manuals and performing regular troubleshooting.
SKILLS
- Server Management Firewall Documentation Writing
- Network configuration Network Troubleshooting
- Handling Customer Complaints Decision-Making
- Network Monitoring Customer service focus
- VPN WAN/LAN Access points Ticket management
- Energetic and Enthusiastic Hiring and Recruiting
- IP Addressing and Subnetting Employee Training
- Data Center Networking Logging support tickets
WORK HISTORY
MSP (2024-Present)
IT Technical Support Specialist
- Streamlined IT processes for increased efficiency and reduced downtime.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
Different MSP in LA (2021-2024)
Network Engineer
- Assisted with implementation and support of network monitoring tools
- Provided network support services for devices such as hubs, bridges, routers, and other hardware
- Managed, tracked, and coordinated problem resolution and escalation processes
- Troubleshoot complex multi-vendor network service provider issues
- Monitored network capacity and performance to diagnose and resolve complex network problems
- Collaborated with vendors to identify best options for optimizing network performance
- Provided complete end-to-end engineering and installation of route-based IP network solutions
- Provided detailed network diagrams and procedural guidelines
- Escalated emergency technical issues beyond knowledge to maintain optimum uptime
- Created VPN infrastructure and allowed for secure remote connections
- Performed troubleshooting for Juniper, Cisco, and packet analysis
- Established robust infrastructure and data capacity for new applications
- Integrated data, voice and video networks for use in multi-site installations
- Integrated fixed wireless connectivity into facilities requiring high-speed networks
- Configured and troubleshot VoIP and multi-media distributed systems and platforms
- Installed, supported and maintained company hardware and software infrastructure according to best practices
- Planned implementation of network enhancements and upgrades
- Implemented WAN and LAN designs in multi-datacenter configurations
- Provided firewall and VPN management, cyber security and incident response.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Provided complete end-to-end engineering and installation of route-based IP network solutions.
- Created VPN infrastructure and allowed for secure remote connections.
Small MSP (2019-2021)
Help Desk Support Analyst
- Utilized analytical abilities to assess reported issues accurately while identifying trends that may indicate larger problems within the organization.
- Provided remote support to users across multiple locations, ensuring seamless business operations.
- Established strong relationships with vendors and suppliers for improved collaboration on product updates or bug fixes.
- Actively participated in ongoing professional development, staying current with industry trends and advancements to better serve clients and colleagues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Compiled and accurately entered data for each customer encounter to record in system.
- Documented support interactions for future reference.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
Restaurant (2008-2020)
Shift Manager
- Oversaw employee activities and created scheduling charts
- Assisted with screening of new recruits
- Trained and mentored new employees
- Settled interpersonal issues between employees
- Helped resolve customer service issues involving multiple retailers
- Updated store policies to reflect changing legal and societal needs, and ensured that these adjustments were met
- Surveys revealed 15 percent increase in customer satisfaction between 2018 and 2019
- Scheduled shifts, assisted with training, and resolved customer issues
- Developed vibrant customer service skills and interfaced well with management and fellow employees
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
- Supervised day-to-day operations to meet performance, quality and service expectations.
EDUCATION
- MBA, Business Administration Expected in January 2025
- Bachelor of Science, Computer Information Systems
LANGUAGES
- Spanish
