It Support Help Desk

Maed Alexander Larez

Houston, TX ***** - Cell: 832-***-**** – Email: *********@*****.***

www.linkedin.com/in/maed-alexander-larez-02922b361

SUMMARY

Experienced IT support professional prepared to deliver high-quality technical assistance. Proven record of efficiently managing and resolving support requests to ensure individual and corporate systems functionality. Collaborate effectively with different department team members and adapts to dynamic environments, showcasing technical proficiency and reliability.

EXPERIENCE

Acclara/R1 – US Enterprise IT Analyst – Integration 5/2023 – Present

Participation in regular meeting with different team departments, developers, and project managers for integration process resolutions * Hardware re-purposing, dispatching and inventory maintenance * Train and coach India/Philippine IT technicians * Test, asses, analyze, document and report application systems issues for further proper development production transition and integration * Some OnSite and Remote technical support * Participation with transition projects.

Acclara/R1 – US Help Desk Team Lead 12/2018 - 5/2023

Ticketing SLA prioritization monitoring and assignations to technicians * Ticket Escalation resolution follow ups assisting * OnSite and Remote support assist * Dedicated support to Managers, Director, VP and CEOs * Develop fix solution and documentation of known issues* Mentorship to Level I and Levell II techs * Standard Basic Network assisting (switch panel and server assist, Network printer adding and enabling, permission access grant, minor switch panel cabling activation assist.) * PC fixing for re-purposing, dispatching and inventory maintenance * Further ticket assign escalation when required.

Acclara/R1 – US Help Desk Level II 12/2016 – 12/2018

Ticket escalations follow up resolution assist * Document fixes and common procedures for

future reference * OnSite and Remote support assist * Mentorship coach and guide for level I technicians * Basic standard Network issues assist, escalation when needed * Manage file permissions, group policies, and basic server administration * Dedicated support assisting to Leads, Supervisors and Managers * 24hr On call support on specific dates of the month.

Pascentral/Acclara – US Help Desk Level I 09/2014 – 12/2016

Onboarding user accounts creation * PC build for onboarding employees * PC hardware repair * Software issue assist * OnSite and Remote support assist *Software licensing inventory maintenance * Conference meeting room setup * Corporate IT equipment relocation assist * Company first point source of support (any issues) * 24hr On call support on specific dates of the month

Champion Technologies - Global Desktop Support Analyst 06/2008 - 05/2014

Primary source of IT support (any issues) to Champion Technologies employees in the US and Global sites (Canada and Latin America) * Working closely with Tier II support, Telecommunications and Network Administration team, escalations when needed * PC Support (Hardware and Software) * PC refresh implementation: replacement, data backup and data transfer * PC compliance and Inventory maintenance * Peridodically on-site assisting, conmute and travel to different Champion Technologies offices location sites.

SKILLS

Active Directory & Group Policy * Windows Troubleshooting * Office 365/ Exchange support * Remote Desktop (RDP, FixMe, Connectwise, others) * PC Hardware: parts replacement, Imaging/Formating * Strong Professional Customer Service * Strong service strategy, service transition, service operation and continual service improvements experience * Azure * InTune * Amazon Work station * VDI * MFA * Citrix * Solution development and documentation * Basic Network: LAN, WAN, VPN Network printers, shared drives and basic firewall or switch issues. * Bilingual: Spanish/English

EDUCATION

• Houston Community College – Microsoft Networking Fundamental – Certified: Microsoft Certification ID: 9460659

• Houston Community College - Microsoft Windows Operating System Fundamentals – Certified: Microsoft Certification ID: 9460659

• North Harris Community College – General studies with emphasis in Computer Science: 2 years College Credit Equivalent.

• Colegio Juan XXIII (High School) – 1993 Graduate – Cabimas, Venezuela

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