Manager Technical Support

Alejandro Garay

Highly analytical problem solver with a diverse technical background across many industries. Strong ability and desire to work with a team to solve problems using effective communication with stakeholders and customers.

Phone: 201-***-****

Email: *********@*****.***

EXPERIENCE

LIM College, New York, NY— Software Application Administrator/Technical Support Level 2

JANUARY 2018 - PRESENT

●Improved the performance and usability of the organization’s technology portfolio, including but not limited to Microsoft 365, ERP, Intranet, LMS and web/classroom conferencing tools such as Zoom and Microsoft Teams.

●Quickly and effectively triaged technical issues with the help desk such as issues relating to passwords (Active Directory), permissions, group policies, roles, web content display issues (HTML) and integration problems.

●Recorded, visualized and analyzed business requirements to research and acquire new College applications and services to improve retention and engagement.

●Effectively collaborated with development teams to deploy and/or update campus applications.

●Performed comprehensive user testing, training and documentation of application integrations and new features.

Tekbx, New York, NY — Technical Support

JUNE 2016 - December 2017

●Deployed cloud-based application solutions to local clients in various industries including technology, finance and higher education.

●Improved operational efficiency for clients by increasing customer awareness of useful features and faster workflows across applications.

●Implemented data and analytics features to track and analyze customer satisfaction and retention.

●Protected systems by auditing computer and network environments to assess and patch potential cybersecurity threats.

Remedy Partners, New York, NY — Application Support Analyst

January 2015 - May 2016

●Application support for a cutting-edge, workflow-management application integrated with EMR systems across a national healthcare network.

●Authored written documentation for new features and best practices for users of the application.

●Collected and visualized critical data related to usability and general reporting for decision makers at the organization.

●Collaborated with developers, product managers and data scientists using application analytics to solve problems and improve features.

Hogarth Worldwide, New York, NY — Application Analyst

January 2013 - April 2014

●Level 2 technical troubleshooting of Hogarth’s proprietary digital asset management application, Zonza.tv.

●Developed the integration of an in-house accounting system with Apple friendly database system, Filemaker Pro using PHP and MySQL under the direction of the technical account manager.

●Zendesk CRM with clients and coworkers.

EDUCATION

Fordham University, Bronx, NY — Computer Science

Graduated, Bachelor of Arts

SKILLS

Microsoft 365, Excel, SQL, HTML, CSS, effective written and oral communication, Windows 10, Windows 7, VMware, Citrix, VPN, Whitelisting, application support, help desk, troubleshooting, Apple, Mac OS X, Android, Python, application deployments

LANGUAGES

Fluency in English and Spanish

RECENT PROJECTS

●College Intranet Upgrade - Technical Lead - 8 months

●Single Sign On - Technical Lead - 3 months

●Multi Factor Authentication - Project Champion - 2 months

●Microsoft Teams - Implementation - 14 months

●Emergency Notification System - Stakeholder - 4 months

Contact this candidate