Technical Support Supervisor - IT & CRM Specialist

Paul Sandoval

TECHNICAL SKILLS

Oracle, Pure Cloud, SugarCRM, Salesforce, Dynamics 365, Intune, Azure, Active Directory, Remedy, SNOW (ITIL), Mailchimp, Networking, Adobe Creative Cloud, Technical Writing, DUO Security, Hardware, Software, SQL, Security, Photoshop, Supervisor, Lead Experience.

PROFESSIONAL EXPERIENCE

Raypak

Senior Technical Support III March 22 – Dec 2023

•Maintained Sugar CRM for sales, service, marketing for company and sub departments.

•Managed Pure Cloud omnichannel contact center for unified communications handles calls, emails chats and social media.

•Coached employees on effectively troubleshooting internet and digital products using multiple software applications.

•SQL Log Shipping and Database Mirroring using PowerShell

•Autodesk Civil 3D Support: Manage network Licenses, deployment, lookup product keys, and feature codes.

•DUO Security Management, Users, Access, User Login Issues, Identity stability, remove access and privilege per Management

•Diagnosed PC Hardware, Software, Operating System, and LAN/WAN systems.

•Maintained Xray Software system online portal for stock and customer orders.

•Used Oracle daily to manage data flow of stock, orders, and transfers.

•Managed two departments with sufficiency in communications, software issues, and hardware.

•Oracle DBA Scheduling jobs and alerting using SQL Server Agent, Monitoring, and managing the use of disc space, memory, and connections. Backup and Recovery using RMAN.

•Assisted out clients, creating new logins for them, reset passwords, train, help with any tech support questions they have.

•Used Active Directory to establish efficient workflow processes, monitored daily productivity and implemented modifications as needed.

•Assisted on projects with data analytics.

Venbrook Insurance (Contract)

Tech Support Supervisor Feb 21 – Oct 21

•Answer phone calls, emails, and managed ticked support system using ConnectWise portal.

•Helped migrate new clients into our web portal, trained, set up new accounts, and troubleshoot any software issues they had.

•Setting up new users and distribution groups in Active Directory

•Managing users, and groups in Microsoft Exchange

•Windows 10 Migration using Microsoft Azure

•Office 365 Administration

•Salesforce Customer Identity Managed users and accounts on a daily basis

•DUO Security Access, managed users for login assistance, privileges for users, log in requests

•Microsoft End Point Configuration (SCCM)

•Connecting to clients using Hostedrmm by ConnectWise

•Apply diagnostic utilities to aid troubleshooting.

•Troubleshooted Mac and laptops by connecting to the clients’ computers and walking them through our portal Citrix.

•Helped migrate over one thousand clients switch to Office 365, trained, and ran 365 admin as a user for the process.

•Assisted onboard with new hires training them how to access our portal system and get their physical equipment set up for them remotely.

Hygiena

Tech Support III Specialist Nov 20 – Feb 21

•Ensures Customer Technical Issues are quickly and professionally resolved by interfacing with global customer base via phone, email, messaging, or remote support tools to resolve technical issues and provide support for Level 3 customer service issues related to external software programs (i.e., BAX Master, Azure, TCP IP Support, SureTrend, SureTrend Cloud, used with Hygiena equipment. troubleshoots customer.

IT/infrastructure software and hardware set up and connectivity issues, software, and operating system upgrades, etc.

•Provides 4-hour response time to North America requests received during normal working hours (8-5pm PT). International Requests and those received after normal working hours or during the weekend responded to within two hours of the start of the next business day.

•Windows 10 Migration using Acronis, and Laplink

•Identifies and escalates software issues/bugs to the appropriate internal department to fix in future releases. Manages communication channel between Customer and Internal Team to ensure details of issue are identified.

•Set up new sales reps with Ring Central soft phones, Troubleshooting Ring Central with existing Sales reps and internal staff.

•Ensures status of technical issues are documented and maintained within the Hygiena ticketing system to allow for issue transparency and accurate tracking and communication of issue resolution. Prepares monthly reporting on cases by region and product including issues, response times, and resolution time periods.

•Used ITIL to perform and maintain resources for meeting our customer’s needs. Helping achieve business goals within the company. Mainly used for business relationship management and demand management.

•Using Microsoft Exchange App to set up calendars, messaging and certain tasks for end users and groups within the organization.

•SQL Server Replication, Backup and Restore

•Created knowledge base articles for customers using WordPress.

•Ensures customers and internal team members (Customer Service, TAMs, & TSS) have ready, intuitive access to documentation on our website, help.hygiena.com, LMS or elsewhere (as appropriate) to resolve software issues. Identifies and participates in the development of customer support workflow and processes including those aimed at reducing the identified complaint level (i.e., moving a level 3 issue to a level 2). Trains and supports internal team members on resolving complaints.

Laser App Software

Tech Support Supervisor Jan 17 – April 20

•Provide answers to clients by identifying problems, researching answers, guiding clients through correct steps.

•Assisted our clients and set up their accounts and trained on how to use our software.

•Positive and proactive attitude with customer’s best interest in mind.

•Complete necessary internal and client related documentation as required on a daily basis.

•Communicate with clients that are knowledgeable and novice users via phone and or email.

•Provided tech support for SharePoint users.

•Assisted company wide deployment of Phonality Voip softphones.

•Analyze daily user activity on SharePoint.

•Supported C level executives and supported their desktops and laptops.

•User the internal based ticketing system daily.

•Utilize GoToMeeting to guide clients through troubleshooting.

•Use multiple platforms to help clients get the answers they need in a timely fashion.

•Troubleshoot network connectivity to clients over the phone and email.

•Assisted with Microsoft Exchange setting up calendars and messaging service.

•Supported over 1,000 agents nationwide averaging about 30 calls a day.

•Provided tech support for Adobe Acrobat Reader.

•Team Player

•Usage of ITIL within company framework.

•Knowledge of Windows 7, 8, & 10 for support as well as TCP IP

USA Preps

Tech Support Jan 12 – Dec 17

Assist clients with personal account information, password resets and application support.

Managed, maintained, and supported company web application, and website.

Provided support for A/V equipment, printer hardware and Windows workstations.

Managed and maintained network connectivity for within a small Windows Environment

Provided excellent phone support for inbound clients and vendors.

Managed phone system and maintained communications using Ring Central

Utilized Mail Chimp to inform clients of current upcoming events.

Utilized Windows 2000 Server to manage and maintain company database.

EDUCATION & CERTIFICATIONS

CSUN Computer Science

Moorpark College-AA in Computer Science

COMPTIA A+

High School Westlake Highschool

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