Raul Amador
Rogers
Summary
I am seeking a long-term full-time position that offers professional development and challenges that will further add to my professional skill set. I am organized, dependable, and have excellent interpersonal skills. I enjoy working with a team and alone to achieve company goals. I have excellent customer service skills and enjoy taking on technical challenges and responsibilities.
Overview
4
4
years of professional experience
Work History
Technical Support Analyst
Infosys Technologies
01.2023 - Current
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Monitored systems in operation and quickly troubleshot errors.
- Developed and implemented bug fixes and patch sets for existing web applications.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Created user accounts and assigned permissions.
Technical Support Lead
Canoo
04.2022 - 09.2022
- Followed up with clients to verify optimal customer satisfaction following support engagements and problem resolution
- Configure hardware, devices, and software to set up workstations and mobile devices for employees
- Remove malware, ransomware, and other threats from laptops and desktops systems
- Break down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Collaborate with vendors to locate replacement components and resolve advanced problems
- Work with vendors to find products to meet company specifications and pricing contracts
- Maintain servers, network, and systems to keep applications operational during operations hours
- Quickly learn new skills and apply them to daily tasks, improving efficiency and productivity
- Worked with software development team on reported error and bugs on newly released software and assist in deployment of released fixes
- Coordinate with multiple departments to ensure communications and support for company goals
- On boarding training and account/permission creation
Technical Support Specialist
Outdoor Cap Company
10.2019 - 04.2022
- Five hundred users and four sites
- Project lead - Windows 10 upgrade over six hundred devices, VOIP phone project 2
- Manufacturing support of printers – MFD, Zebra labels, and specialty printers
- Project Coordination- vendors, multiple departments requirements, pricing, and support
- Networking – Cisco Meraki Access Points and Switch installation
- System and Security Administration – Office 365, Active Directory, Crowd Strike (end point security)
- Inventory Management - over seven hundred devices – laptops, desktops, and mobile devices
- Network troubleshooting – cabling, wireless, DHCP, Static IP
- Training and supervising -Help Desk support personnel, SLA, customer service, ticket counts
- Project Management – VPN deployment, OS upgrades, COVID remote work, hardware refresh
- Audio/Video support – Chromecast, apple tv, Zoom, town hall meetings, projectors, Teams
Education
High School Diploma -
Haas Hall Academy
Bentonville, ARSkills
- Documentation Develoopment
- Project Management
- Desktop support
- Networking troubleshooting
- Cisco Meraki
- Product Research
- Sales Force ITSC
- Networking Cabling
- Infrastructure Layout
- Problem solving
- Organization skills
- Server Support
- Windows 7,10,11
- Crowdstrike
- Jira projects/task
- Remote Work
- Technical Troubleshooting
- Attention to Detail
- Level 1 and level 2 support
- Active Directory
- Office 365/intune
- Vender Contracts
- Okta Administration
- Asset Inventory
Timeline
Technical Support Analyst
Infosys Technologies
01.2023 - Current
Technical Support Lead
Canoo
04.2022 - 09.2022
Technical Support Specialist
Outdoor Cap Company
10.2019 - 04.2022
High School Diploma -
Haas Hall Academy
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