Information Technology Service Desk Resume Miami, FL - Hire IT People

PROFESSIONAL SUMMARY:

Exceptional customer service. Impeccable diagnostic skills and professionalism. Proactive problem solver with strong organizational skills. Fluent in Portuguese, Spanish and English. 10+ years of computer operations, technical and help desk support experience.

SKILLS SUMMARY:

PC and MAC support; IOS, Android mobile device support; MDM (Mobileiron); Office O365; VPN; Network; Windows Server Administration; Active Directory; Exchange; Linux; Hardware; ServiceNow, Remedy, Clarify, HP Service Manager.

PROFESSIONAL EXPERIENCE:

Confidential, Miami, FL

Information Technology Service Desk

Responsibilities:

Research and identify solutions to software and hardware issues in Portuguese, Spanish, and English.
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Ask customers targeted questions to quickly understand the root of the problem
Own issues through to resolution, within agreed time limits.
Talk clients through a series of actions, via phone, email or chat to solve technical issues.
Refer to internal database or external resources to provide accurate tech solutions.
Ensure all issues and outcomes are properly logged within the ticket management system.
Prioritize and manage several open issues at one time.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Maintain positive relationships with clients.
Identify and suggest possible improvements on process, procedures and or systems.
Multiple customer compliments.
“Nelson was very helpful and committed to solving the problem.”
“Very good attitude when helping the user.”
“Nelson Canal was very attentive to my questions, shown a sense of urgency to help me save as much time as possible, calling me back, optimizing all the service. Great job ”
O atendendente, Nelson, foi extremamente proativo e não mediu esforços para resolver o meu problema. Estou muito satisfeito.

Confidential, Miami, FL

Site Support Analyst

Responsibilities:

Technical customer support services.
Responsible for the IT HQ Confidential VIP Office Coral Gables
Supported Mac, laptops, and mobile devices including IOS and Android.
Managed the local network communication
Provided support for video conference Avaya and Cisco (Creston)
Managed AD accounts
Supported Office 2013 and Skype Business

Confidential, Miami, FL

IT Support Specialist

Responsibilities:

Technical customer support services.
Setup and supported Avaya and Polycom video conferencing systems.
Setup Town Hall meetings via Skype Business, including all equipment (projectors, sound systems, microphones, speakers and network).
Started a project of remolding the video conference rooms with new equipment and cabling management codes.
Performed analysis activities at the strategic, operational, and organizational level; working with key partners in the continual improvement of IT processes within the company.
Took a leadership role in exploring and analyzing new services, infrastructure functions and technologies.
Ensured that the service is performed within agreed SLA.
Provided remote support for Latin America, Uruguay, Argentina, and Guatemala.
Setup and supported Citrix Receiver in the workstations and mobile devices to provide access to SAP and Softway remote.
Ensured the security system cameras working (OnSSI).
Configured portables devices (iPhone, iPad, Android, Windows Phone, BlackBerry)
MobileIron manager.

Confidential, Orlando, FL

IT Support Engineer

Responsibilities:

Provided first level technical support to employees in person, via e - mail and over the phone.
Diagnosed and resolved hardware/software connectivity issues.
Lync, Cisco, Blackberry, and network printer support

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Information Technology Service Desk Resume

Miami, FL

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