SUMMARY:

To obtain a position in a Technical role that will allow me the opportunity to utilize my technical, critical thinking, problem - solving, and customer service abilities

PROFESSIONAL EXPERIENCE:

Confidential

Maritime Technical Support Tech

• Research, diagnose, troubleshoot and identify solutions to resolve system/product issues
• Understand the use and implementation of the solutions in the customer environment
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Research and identify solutions to software and hardware issues
• Diagnose and systematically troubleshoot technical issues
• Ask customers targeted questions to quickly understand the root of the problem
• Talk to clients through a series of actions, either via phone, email or chat, until resolved a technical issue
• Access to the customer system remotely using Remote Desktop through Microsoft Access
• Qualify the severity of the problem in Salesforce
• Prioritize and manage several open issues at one time
• Follow-up with clients to ensure their products or systems are fully functional after troubleshooting Repair the products received according to the planning of the activity
• Record in the technical data base the information relating to the operations carried out on the products
• Document recurrent failures and non-conformity of products and assemblies to developers
• Track system issues through to resolution, within agreed time limits
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions.
• Prepare accurate and timely reports and ensure all issues are properly logged
• Document technical knowledge in the form of notes,manuals and in Salesforce
• Maintain a professional relationship with clients
• Internal customer voice to investigate the issue with additional functions as necessary
• Familiar with CRM, ERP and Desktop software
• Familiar with in Hardware, Software, Firmware, Web technologies
• Familiar with Networking and Communications
• Assisting/troubleshooting Radio Frequency and basic electronics
• Proficient in Diagnosis and Troubleshooting Autonomous in Part145
• Skilled in Electronics and Mechanics
• Communicate effectively both written and orally with customers, co-workers and distributed communications
• Ability to collaborate globally with an agile approach

Confidential

School Information Systems Associate

• Supported staff in accessing SIS data
• Performed regularly scheduled data checks and corrected identified data errors
• Created custom reports using Salesforce - used these reports to problem solve and reconcile data errors or inconsistencies
• Managed SIS data migration processes, with IT support (including but not limited to: Jump Rope, Info Snap, PowerSchool, and Rediker
• Supported the Registrar in data management and auditing of student documents
• Reviewed system permissions and layouts, providing expertise as needed, and implemented required changes
• Amended database architecture per project plans
• Identified opportunities for system enhancements and developed recommendations
• Helped plan and implement professional development on SIS procedures and tools for administrative and instructional staff, including training for teachers related to attendance, and behavior documentation in the databases
• Provided technical support to users such as teachers and administrators, and logged help tickets to Spiceworks
• Supported staff in setting up classes and schedules, including testing all system interfaces to be used by teachers
• Coordinated meetings including, scheduling, developing agendas and materials
• Conceptualized presentations using PowerPoint for use during yearly office meetings
• Established and maintained office filing systems and accurately filed and retrieved individual records
• Compiled and summarized oral or written information to state or write a brief summary of important facts
• Used a web content management platform to create and update website content (e.g., Rediker Admissions Plus)
• Created and tested Admissions forms yearly for new and returning students using a web content management platform
• Handled multiple projects remotely
• Processed attendance for office managers in their absences
• Updated absences in the school information database
• Served as the second point of contact for outside vendors that provided S.I.S services

Confidential

Helpdesk

• Created and deactivated user accounts in School Force and Jump Rope system
• Reset user passwords for School Force and Jump Rope system
• Generated progress reports for Elementary, Middle and High school students and teacher
• Changed toners and waste toners for Canon Color printers
• Stocked printers with enough paper for daily use of staff
• Imaged Macintosh laptops using Deploy Studio
• Tracked inventory using Solar Winds Web Helpdesk
• Used Active Directory to set up class description in student s accounts
• Performed OS and software updates as necessary
• Provided status updates and completion information to users

Confidential

Deployment Technician

• Verified that files were backed up and restored successfully to client s new PC
• Replaced hard drives on PC s that needed re - imaging
• Upgraded Windows Vista users into Windows 7, and installed required applications for clients
• Quality Assurance of PC s before deployment
• Assembled and verified network connectivity of the PC s to ensure a successful Deployment for users
• Wiped hard drives to remove users sensitive data
• Configured Cisco IP Communicator for clients that telecommuted
• Replication and sync of user s contacts in Lotus Notes
• Closed work orders using Remedy ticketing system
• Performed multiple projects at the same time

TECHNICAL SKILLS:

Operating Systems: Windows 7; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003, Macintosh 10.9.5 & 10.12.1

Software Applications: MS Office Suite 2000, 2003, 2007, 2010, & 2018(Access, Excel, PowerPoint, Word); Norton Ghost; Microsoft Dynamics CRM 2011; installing drivers

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports)

Other: Native Speaker, English and Spanish (Speaking, Reading, Writing) clerical tasks; data entry; customer service support (both on the phone and in person); leadership experience