Support Specialist It

Roberto E. Zepeda

**********@*****.*** / 832-***-****

Summary

Bi-Lingual, (English, Spanish). IT support specialist in systems implementation. Experienced knowledge of personal computers in a network environment, Skilled with operating systems, including Windows and MAC OS, Application support experience including Microsoft Office suite, Adobe Acrobat, etc. web technologies to access software updates, drivers and knowledge bases

Qualifications/education: High school graduate with multiple technical Certifications and

In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including Microsoft Office, Helpdesk ticketing systems, and Microsoft networks

Key Skills and competencies: Essential Knowledge of computer hardware configuration and installation Working knowledge of diagnostic utilities understanding of networking principles outstanding writing, organized, oral communication and interpersonal skills Strong customer service skills excellent analytical and problem-solving skills strong Ability to prioritize tasks in a high-pressure environment Team management skills

Experience: Proficient work experience in field delivering incoming support requests from end users throughout phone calls, chat, remote access and in person to resolve hardware and software issues. Prioritizing, schedule, and administer all support requests received.

I.T. Skill Highlights

Advanced qualified knowledge providing support to technical devices Maintenance and Repair; Network Systems Management; Data Transfer; Troubleshooting Certified 10286 AE, 10290 Microsoft; Network Standards and Protocols; Problem Solving, data entry, a.v., Hardware Assembly, Proficient in ticketing system, focused on the guidance of end users on the use of software programs and technology hardware efficiently and effectively, Implementing file backups, and configuring systems and application, Record, track, and document the problem-solving process,

Actions taken, through to final resolution in the call tracking system. Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.

Professional Experience

Spring Branch Isd Campbell rd 77024 07/2024 – 09/2024

Administrative Support

Responsible for provide personalized technical support accomplishing 100% of the daily issues solving requests over the phone, via live chat, or in person, oriented to communicate solutions in a way that's easy to understand to end users, Perform following up process to ensure issues are resolved, Documenting customer interactions and Perform Training Writing and editing training manuals.

Klein Isd 02/2022 – 10/2023

Tech II, District

Responsible for the timely support and assistance of reliable information technology. Diagnostic, Troubleshooting, Testing and execute the proper installation of updated and licensed hardware and software, Ensure that hardware and software are in agreement with campus and district technology policies and directives, Assist TIM(s) in training staff as needed at the same time Maintain a current Disaster Recovery Data base of procedures, access, contacts, and inventory for area of responsibility. Maintaining detailed work documentation. Throughout this process successfully resolved 95% of request within the first call improving customer satisfaction.

United Airlines Houston tx 77032 01/2021 – 12/2021

Analyst I.T. operations

Provide direct technical support in life cycle planning, problem solving, integration, and systems programming. Implement releases, upgrades, and/or changes in the environment, successfully reducing to 0% an overwhelming amount of 1200 work orders during the first 30 days.

Freelance projects 05/2019 – 03/2020

Project Manager

Responsible for overseeing the planning, implementation, and management of an organization's information technology systems and infrastructure ensure of provide outstanding customer service, as data security, privacy and compliance with industry regulations and standards. Creating a positive impact on the different projects and a significant reduction of 10% on the cost and at list a 20% timeframe of completion.

Stewart Title Houston tx 77040 04/2019 – 05/2019

I.T. Support technician

Assisting Updating OS and Microsoft suite to newer versions, achieving a 100% of project completion on the 90% of the timeframe established.

Exxon Mobil spring tx 77389 05/2018 – 03/2019

I.T. warehouse coordinator

Responsible for the appropriate administration of capital assets, Monitoring work order requests to ensure all tickets have been assigned and filled in a timely manner Maintained BMC/accounting tool updates related to shipping/receiving, in addition guarantee safe storage of equipment and ensure the accurate purchase of office supplies and consumables necessary in preparation for warehouse production tasks throughout the Check in equipment received, Checked out equipment to deploy and shipping activities. Gain a 100% of user expectations and management team satisfaction reducing to 0 an overflow of 200 work orders in 1 week period.

Trufiber Co. Houston tx 77064 03/2018 – 04/2018

Shipping and receiving department manager

Responsible for development and implementation of new procedures to enhance customer experience and satisfaction. Achieving an increase of 50% of revenue targets

Repsol. Services Company the woodlands tx 77381 04/2016 – 08/2016

IT/Inventory Support

In charge of perform technology devices imaging, deployment and setup processes indicated by management ticket support system. Reducing a 10% of the project completion timeframe.

AON Corporation the woodlands tx 77381 08/2015 – 11/2015

IT/Inventory Technician

Execute a coordinated support process allying asset management and ticketing support processes as needed, completing the 100% of the user request on the first contact.

H-E-B Grocery – Houston,TX 77382 09/2012 – 01/2015

Department Manager

Manage inbound and outbound operations through the Design of efficient processes that optimizes

Company development of safety improvements, Cost-saving initiatives that Improve order fulfillment time and Quality control processes, special attention to detail on Inventory management and Development of training program achieving up to 30% in average of reduction on operation cost, reducing an average of 90% of waste every month.

House of Treasure Tegucigalpa, Honduras 01/2010 - 07/2012

I.T. Support specialist

Responsible for identify and analyze problems and design, develop, implement, verify and document software solutions based on adequate knowledge. Identify, evaluate and manage potential associated risks that may arise at all government institutions

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