Objective:
IT Helpdesk professional with over 8 years of experience. Proficient in delivering exceptional customer service and efficiently resolving a wide variety of IT issues. Eager to bring technical expertise and leadership to a dynamic organization while continuously advancing in the evolving field of IT Infrastructure.
Professional Experience:
MSP (2020-Present)
Helpdesk Support Specialist (Hybrid)
- Maintain and document related asset information and records.
- Employ automated and remote tools for PC image creation, upgrades, and patch management.
- Set up and install desktop software and hardware for end users.
- Collaborate with vendors to address server, workstation, and network issues.
- Record completed services and share troubleshooting methods with junior technicians.
- Escalate complex technical service and hardware/software problems in compliance with SLA Standards while keeping all necessary parties up to date on latest resolution time.
- Diagnose and resolve moderately complex issues and service requests.
- Network Implementation and network solutions, including hardware, software, and configuration changes.
- Security Implementation and maintain firewalls, VPNs, and access controls.
- adhered to all security policies, best practices, and company procedures to maintain the highest level of system and data integrity.
- Manage and monitor Microsoft Azure and Google Workspace Cloud Environments.
- Perform data and email migration tasks from legacy to modern cloud-first solutions already in place.
- Manage cloud-based email security platforms for numerous clients.
Wire Transfer Company (2017-2020)
Client Support Technician (On-site)
- Provided agency support to over 100,000 payout locations across North, Central, and South America, as well as countries in the Caribbean and Africa.
- Involved in the physical setup, installation, and general troubleshooting of telephone systems, computer equipment, network devices, and network file servers.
- Provided handheld support by configuring the devices for users; troubleshoot and repair handheld devices and maintained an online inventory of company owned iPhones
- Provide comprehensive support for computer hardware, printers, and telephones, including hardware replacement when needed. Maintain an accurate and current inventory of hardware and telephone equipment.
- Oversee the setup and operational readiness of training facilities for all scheduled sessions.
- Expertise with Infrastructure-Moves-and-Changes (IMACs) services including desktop/laptop/mobile provisioning.
- Liaison for HQ and IT Department addressing technical problems, department projects providing support and ensuring that requests are met efficiently.
- Developed and managed IT inventory processes by implementing a bin system, location codes, and an online inventory system for other technicians to use.
- Designed and oversaw IT inventory processes, incorporating a bin system, location codes, and an online inventory system to streamline operations and enhance usability for other technicians.
- Served as the lead technician for new hires, guiding them through their probationary periods and providing hands-on training and support.
Cable/Wire Manufacturer (2013-2017)
Hardware Support Technician
- Conducted fiber transceiver coding and testing.
- Proficient in EEPROM writing software.
- Experience with network switch and router syntax commands for various manufacturers such as Brocade, Cisco, Juniper, and Linksys.
- Managed inventory, labeling, packaging, and shipping processes.
Education:
- CompTIA Cloud+, AZ-900 courses Completed
- Associates in Business
- CompTIA A+, CompTIA Network+, MCSA, MCSE Courses Completed
Skills & Qualifications:
- Excellent problem-solving abilities and effective communication skills
- Fluent in Spanish (speaking/writing)
- Proficient with Microsoft 365
- Experience in Jira, SuperOps, Kaseya and other ticketing systems
- Experience with LogMeIn Hamachi, WatchGuard, Sophos and other VPN tools
- Experience with Windows Defender, Webroot, CrowdStrike, RocketCyber and other AV tools
- Strong skills in cable management, ensuring that all cables are neatly organized, securely fastened, and easily accessible
- Skilled at thriving in a fast-paced environment with frequent reprioritization of tasks
Certifications:
- CompTIA A+
- CompTIA Network+
