Support Specialist Technical

Jose Felix Camacaro Arevalo

Present Location - Pinehurst, TX. 77362 Willing to work onsite at Houston, TX Senior Information Technology Specialist

Skill Matrix

Skills Years of experience

IT Deskside Support 10+

ServiceNow 6

Windows/macOS 6

Data Migration 6

Professional Summary

Analytical Technical Support Specialist representative adept to resolving complex Computer and Network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Level-headed and calm in stressful situations with well-developed people skills. Observant and patient collaborator with a passion for helping others. Organized and motivated employee eager to apply time management and organizational skills in various environments to expand skills while facilitating company growth.

Skills Highlights

Applications Installations

Microsoft Office 365

Proficient troubleshooter

Application Support

Hardware Installations

Accomplished/ mobile devices.

Technical issue Analysis

Active Directory management

LAN expertise/

Azure

Intune

Verbal Written Communications

Win10/11 Migration Experience

Proficient English/Spanish

Service Now administration

Decision making

Management Ticketing Systems

Software Management

CM Database

Team Collaboration

Vendor Relation

Remote Conference Support

Bomgar remote support

Education And Training

Bachelor’s degree in business administration, institution of Higher Education Insurance and Risk Management - BBA 2012- 2018 Universidad Nacional Abierta - Caracas Metropolitan District, Total U.S. University Credits: 157.50 Grade Point Average: 3.21 Certified Computer Field Service Technician (IT Support Specialist)- 1991-1992 Lake Washington Institute of Technology - Kirkland, WA. USA

Continue Education

Lone Star College Texas, Accounting Assistant Certification Program, Continue Education. 2022, Audit Findings Caracas – Venezuela – 2013

Audit, the Account Examination Caracas – Venezuela - 2009 The Investigative Power in the Framework of the State Audit Caracas – Venezuela - 2007 Management for Successful Management, Caracas—Venezuela - 2007 The World of Information LAN-WAN - Kirkland, WA. U.S. - 1992 2021 - Life & Health Insurance Agent, Licensed, State of Texas #2755073 Professional Experience

Optimum/Altice (EJAmerica) West, USA

IT Deskside DSS Analyst. DSS/CFTE Enterprise IT

03/2024 / 08/2024

• Tier 1 and Tier 2 analysis and support Install, configure, and troubleshoot end-user devices and applications,

• Provided desktop support for the C-level executives

• including enterprise networks, POS, eCommerce, mobile applications, payments, laptops, and department-specific technology solutions.

• Works independently and with the team to develop solutions and manage multiple tasks

• Effectively translate complex, technical concepts into easy-to-understand language to assist non- technically oriented customers

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

• Provide customer facing end-user support that includes:

• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

• Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes,

• Perform onsite updates, Configuration changes, or Software installations.

• Provide onsite technical assistance to End Users.

• Authorizing application requests to users through the ADME system.

• Identifies potential issues that could adversely impact End User experience and follow through on action steps to prevent

• Manage the ticket queue and ensure tickets are accurately resolved and closed within the defined service

• level agreement.

• Respond to end-user requests for updates on ticket status and promptly follow up as

• needed.

• Coordinate with vendors for the provision of end-user support (e.g. Hardware Vendor technicians

• for warranty repair/replacement)

• Perform end-user support related security and controls and compliance related tasks such as

• access reviews, risk assessments, controls verifications, facility inspections, maintenance of

• verification logs

• Coordinate with Level 3 support groups and project teams for service delivery enhancements,

• maintenance and upgrades.

• Provide IT support for on-site or off-site events and meetings including site setup, coordination

• with venue IT/AV contacts and stand-by support

• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.

• Provide On-call support if required outside business hours on a rotational basis

• To provide support for on-call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time

• To adhere to quality standards, regulatory requirements, and company policies

• Work on value adding activities such as Knowledge base update and management, Training freshers, coaching analysts

• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

•

Chevron Philips Randstad Technologies - The Woodland, TX IT Desktop Support Specialist

04/2023 - 02/2024

• Working on a project to give to Image to 1.700 hundred laptops, with the corporate Windows-11 O.S. and Phone’s

• Provided desktop support for the C-level executives

• Ability to determine computer problems and coordinate hardware, software, and/or network solutions.

• Demonstrated professionalism and courtesy to customers while working to resolve problems or questions.

• Diagnosing and resolving technical issues with hardware or software systems

• Documenting technical support procedures and maintaining customer records

• Application Support of a variety of software and proper setup installation and functionality.

• Keeping track of inventory with documentation and technological advancements and trends in IT support

• Process warranty claims related to equipment and keep updated control.

• Ensure the smooth operation of software and hardware products for both company personnel and customers.

• The ability to solve problems without supervision.

• Strong technical acumen along with diligence

• Cheerful outlook, take initiative, excellent phone etiquette, excellent written and verbal communication skills.

• Intune and Azure knowledge applied to daily job functions.

• Installed and performed minor repairs to hardware, software, and peripheral equipment, following design and installation specifications.

• Performs general problem solving and assistance on diverse software applications and hardware systems.

• Performs moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems; may troubleshoot and resolve moderately complex system hardware, software, and network failures and conflicts.

• Performs the installation, configuration, and maintenance of computers, workstations, and related equipment and devices.

• Ability to perform preventive maintenance on systems software, applications, hardware, networking, and communications.

• Ability to communicate technical guidance and instruction to users on the use of PC and/or mainframe applications and systems.

Repsol G/O Insight Global The Woodland, TX

IT Desktop Support Specialist

10/2022 to 04/2023

• Working on a project to give to Image to five hundred laptops, with the corporate Windows O.S.

• Installed and performed minor repairs to hardware, software, and peripheral equipment, following design and installation specifications.

• Set up equipment for employee use, performed and ensured proper installation of cables, operating systems, and appropriate software.

• Maintained records of daily data communication transactions, problems, remedial actions taken, and installation activities. Working with Service now Ticketing system.

• Referred major hardware and software problems and defective products to vendors and technicians for service.

• Inspected equipment and read order sheets to prepare for delivery to users.

• Responded quickly to meet customer needs and resolve problems.

• Experience working with thickening system Service now.

• Experience working with the Bomgar system, online service-call, resolving technical issues online across the United States.

• Created support service tickets and used web-based ticketing systems to track delivery support services. ServiceNow.

• Provides a PC and mobile support to resolve client issues.

• Performed a data migration, email configuration, OneDrive, and network mapping for the user in 3 company locations.

• Using Bomgar software, providing desktop support for user applications.

• Monitored and responded to phone and e-mail request warranty for HP Equipment’s.

• Solve problems, resolve errors, and ensure customer satisfaction.

• Perform Active Directory Services administration and management to include create and reset passwords. Ferrovial Construction, LLC. Humble, TX

IT Support Technician

11/2020 to 08/2022

• Kept hardware and software systems current with the latest patches and current licenses.

• Created new accounts, reset passwords, and configured access to server and file management software for users.

• Maintained and controlled server room, wireless network, and server infrastructure.

• Built and maintained successful relationships with server providers, vendor dealers, and consumers.

• Developed online documentation for common processes for both support staff and end-users.

• Increased overall company performance through improved IP uptime and cost reductions.

• Reviewed support cases for technical troubleshooting accuracy and identified needed process improvements.

• Experience working with thickening system Service now.

• Experience working with the Bomgar system, online service-call, resolving technical issues online across the United States and South America.

• Created support service tickets and used web-based ticketing systems to track delivery support services.

• Provides a PC and mobile support to resolve client issues.

• Assisted the network team monitoring four network servers.

• Installed, serviced, and upgraded over five hundred Windows 7, 10 to Windows 11 Laptops computers.

• Worked closely with end users via phone, email, live chat, and web teleconference to provide solutions to operations issues for Windows and different Software users.

• Troubleshot and diagnosed problems to accurately resolve a wide range of technical issues.

• Set up new workstations for employees by configuring hardware, devices, printers, and software.

• Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.

• Used troubleshooting and diagnostic skills to resolve a variety of issues, including application support.

• Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

• Documented all transactions and supported interactions in the system for future reference and addition to the knowledge base.

• Interacted with customers and responded to their questions via email, phone, website live chat, and forums.

• Collaborated with vendors to track down replacement parts and troubleshoot complex issues.

• Responded to end-user support requests and patiently guided people through basic troubleshooting tasks.

• By providing high-quality and efficient support, I was able to keep existing clients and develop new accounts.

NEXT Consulting LLC - Humble, TX

IT Support Technician

11/2019 to 11/2020

• Worked closely with end users via phone, email, live chat, and web teleconference to provide solutions to operations issues for Windows and different Software users.

• Troubleshot and diagnosed problems to accurately resolve a wide range of technical issues.

• Set up new workstations for employees by configuring hardware, devices, and software.

• Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.

• Used troubleshooting and diagnostic skills to resolve a variety of issues.

• Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

• Documented all transactions and supported interactions in the system for future reference and addition to the knowledge base.

• Interacted with customers and responded to their questions via email, phone, website live chat, and forums.

• Collaborated with vendors to track down replacement parts and troubleshoot complex issues.

• Responded to end-user support requests and patiently guided people through basic troubleshooting tasks.

• By providing high-quality and efficient support, I was able to keep existing clients and develop new accounts.

Ministry of Transportation – Caracas-Venezuela

Audit Associated

March 2005 to January 2019

• Assisted with administrative tasks such as record keeping, correspondence, and material gathering.

• Prepared and reviewed audit reports for submission to the inspector general, as well as provided advice on audit recommendations and internal controls to the inspector general.

• Created reports that included a variety of metrics and account data.

• Managed internal controls and assessed the risks of the technology network by conducting information system audits of each division.

Ministry of Transportation – Caracas – Venezuela

IT Manager

February 2002 to March 2005

• Physical infrastructure project design and planning

• I am in charge of the Physical infrastructure project design and planning – Carabobo segment.

• Created and implemented IP-related services both simple and complex.

• Collaborated with management teams to plan, develop, coordinate, and implement technical strategies that were in line with the client's vision, mission, and purpose.

• Set up, manage, operate, and support the business software system, as well as the control system.

• Found computer hardware and network system problems and used troubleshooting techniques to fix them.

• Collaborated effectively with coworkers in fast-paced, dangerous, and intense environments. Prior experience will be available upon request.

Accomplishments

1995 Volunteer at Tiofilo Dominguez Continuing Education Center, to teach Computer, English, and Mathematics classes, Yaracuy State - Venezuela.

2010, Volunteer to develop a web Blog, Virtual Library, Redes Sociales Apoyo al Estudiante de la Universidad Nacional Abierta. Today it is still working, it has more than 56,900 visits and thousands of e-books downloaded, free. https://josefelixcamacaro.blogspot.com/

Distinguished with the Order of Merit for work. Decoration, Medal of Honor and Diploma, 15 years of service Ministry of Transportation.

Plaque of recognition of the Embassy of Venezuela in Suriname, for excellent service rendered 1989. I am a U.S. citizen.

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