Information Technology Customer Service

Summary of Qualifications

Relocating to Dallas, Texas

Seven years of experience providing leadership in strategic, analytical and technical support to internal and external customers.

Management experience of leading a team of 6-8 technicians supporting thousands of external customers, including assisting with hyper growth of a company that now exceeds over 800 employees.

Bilingual – Spanish and English

BS of Science Degree in Information Technology

Experience

Datto Inc. Manager of Technical Services

August 2016 – Present

Promoted to Manager of Technical Services in August of 2016. This promotion demonstrated not only my ability to manage a team, but to manage a core business unit.

Manage and help maintain stability of the core systems across multiple locations

Mentor and educate my direct reports to have a “can do” positive attitude

Innovate creative ways to automate standard processes (integrate a number of applications with single sign on, on and offboarding employees effectively, change management documentation to better identify cause and effect and rollback if necessary, document best practices for the team to follow)

Manage and prioritize projects in order of importance and impact

Assist in general troubleshooting application errors, operating system issues (Windows, Mac, Linux) Networking and web account issues and permissions

Provide feedback, set goals and evaluate performances on a monthly basis via a one on one setting

Triage the service requests from our stakeholders to ensure the team is meeting our SLA

Maintain inventory of all the software the company pays for and manage the users

Negotiate contracts with vendors for given applications or systems

Collaborate with Sr. Director of Talent Acquisition on hiring needs and decisions

Datto Inc. Technical Support Supervisor

August 2010 – August 2016

Proactively analyze, troubleshoot, resolve and manage technical software/hardware/networking issues related to backup, disaster and recovery for assigned partners.

Educate and mentor my direct reports to excel as technical support engineers in a very high volume and fast pace tech support environment.

Coach, provide feedback and set goals with my direct reports during monthly one on one meetings and group settings.

Analyze ticket and call metrics to ensure my team is meeting their goals and effectively moving technical issues forward towards a resolution.

Assist with hiring and recruiting.

Innovative Software Designs Information technology Specialist

June 2009 – August 2010

Provide technical, operational and maintenance support to mainframe and personal computers for various private companies.

Exercise professional judgment in evaluating and prioritizing incoming telephone and in person requests for assistance from users experiencing problems with hardware, software, networking and other computer related issues.

Resolve problems over the telephone using remote access and other resources while providing superior customer service.

James J Peters Veterans Affairs Medical Center Information Technology Specialist

March 2008 – June 2009 (Internship)

Support the overall functioning of the computer section with emphasis on access to and maintenance of the operations of any of the multiple micro and minicomputer information technology systems at the medical center.

Resolve the most difficult customer support requests by identifying and breaking down the problems using structured problem resolution approaches, and work with network specialists, applications developers and security specialists to prevent recurring problems.

Exercise judgment for documenting solutions to problems and for recommending fundamental changes to systems configurations to prevent recurrences.

Certifications, Achievements, Skills and Abilities

TSIA Certified Support Professional

Network +

Fluent in Spanish

American Management Association Certification in Management Skills and Integrated Customer Service

Technical Qualifications

Windows, Mac & Linux, Computer Hardware & Software, Data backup and disaster recovery, Networking, Cloud computing, Active Directory, Auditing, Google Admin, Office 365, Printers, Project Management, Quality Assurance, Hyper-V, VMWare &KVM, ZFS (zettabyte file system) Management, Customer relations, Helpdesk support, Customer Service

Education

Monroe College, Bronx NY

Bachelor Degree in Information Technology, Summa Cum Laude - 3.95 GPA

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