Dedicated IT professional with over 15 years of experience in delivering IT support and maintenance, focused on achieving exceptional customer satisfaction.
Professional Experience
MSP (2018-2024)
Specialist I, Technical Escalation
- Delivered specialized technical assistance to a variety of organizations, encompassing small enterprises, legal practices, and educational establishments.
- Investigated and responded to support requests via email, phone, chat, and remote control software.
- Managed and remediated virus incidents, malware outbreaks, and compromised email accounts by implementing account protection measures and resolving security issues.
- Conducted onboarding and offboarding, including administering email and user accounts.
- Corrected workstation issues regarding hardware, software, email, VPN, VDI, and network connectivity.
- Acted as an internal escalation point for dissatisfied customers experiencing unique or unusual technical problems.
- Provided support for technical issues and delivered training to Tier 1 technicians, while also acting as a KCS Coach for the After Hours Team.
- Coordinated with other technical teams to resolve critical network and system outages.
Multimedia Company (2010-2015)
Tier 2 Customer Support Representative
- Addressed customer inquiries related to issues with OpenBand services and equipment utilizing a fiber optic network.
- Conducted diagnostic tests and troubleshooting procedures for internet connectivity, email services, digital cable television, and both local and long-distance telephone services.
- Provided assistance for residential security systems.
- Created and managed service orders through a web-based operations support system.
- Served as the escalation point for Tier 1 Customer Service Representatives.
- Oversaw Tier 2 on-call support for urgent customer issues during non-business hours.
- Coordinated the efforts of engineers, technicians, and other teams in the event of service outages.
- Arranged dispatches and facilitated on-site troubleshooting.
Verizon Business (2000-2009)
Network Support Engineer
- Accountable for the remote troubleshooting and maintenance of customer-related issues following the installation of telecommunications services and related circuitry, including ISDN, DSL, T1, and DS3 circuits.
- Conducted testing and diagnostic evaluations on equipment through loopback and head-to-head testing methodologies.
- Collaborated with external vendors, internal suppliers, customers, and customer vendors to identify and rectify issues pertaining to VZB services.
- Assisted customers in resolving problems related to routing, connectivity, DNS, email, and equipment.
- Demonstrated the ability to manage multiple tasks effectively in a dynamic, customer-oriented repair environment utilizing various testing tools and databases.
- Processed DNS requests, including modifications to zone files and reverse DNS records.
Cable Company (1999-2000)
Customer Support Technician
- Directed and guided customer service representatives in the appropriate methods and protocols for managing customer support inquiries.
- Addressed and resolved technical problems related to computers and Internet connectivity, including dial-up networking and TCP/IP configurations across Windows 3.1, 95, 98, NT, and Mac systems.
- Conducted follow-up calls to customers regarding issues that required escalation due to their complexity.
- Worked with clients to identify and resolve issues related to email and connectivity.
Technical Skills
- Advanced application and workstation troubleshooting
- Windows Server, Active Directory Management
- Cloud technology including AWS and Azure
- Networking, Router, and Firewall troubleshooting
- Mobile Device Management (Knox MDM,
- Microsoft lntune)
- Virus and Malware Remediation (Trend Micro, Sentinel One)
- Remote desktop support – Kaseya, Screenconnect
- Office 365 Administration
- Citrix and Remote Desktop
- VPN troubleshooting and support
- macOS and iOS troubleshooting
- Spam Filtering Management (365,
- Proofpoint, Spamtitan)
- Data Backup and Restoration (Evault,
- BDR, Veeam)
- ServiceNOW, Remedy, Zendesk
Professional Training:
- MCP cert
- CCENT cert
- DOS cert
- TCP/IP
- Networking
- T1, DS3, Multi-Meg circuits
- Multilink Frame Relay
- Network Architecture/Systems/Platform
- Telecom Theory/Troubleshooting
Education
- Network Technician Certificate
- TRiP – Technology Retraining Internship Program
- BA – Psychology
Special Skills
- Languages: English, Spanish
