IT Technician

In charge of all facilities maintenance and cleanliness. Staff of 5 employees to oversee. Maintained inventory.

Residential networking with routers, desktops, iPads, Phones (Android and Apple). Used Team Viewer for remote troubleshooting. Setup of IPTV on computers and entertainment systems. Cleaned and optimized browsers and devices. Microsoft Windows and Office installing, upgrades and troubleshooting.

Accepted incoming client calls. Provided service or routed as needed. Triaged service requests. Followed processes for client service requests. Updated infrastructure documentation. Service request ownership. Laptop and Desktop preparation and customization. Conducted root-cause analysis. Performed software upgrades. Troubleshot client issues. Adhered to security best practices. Provided technical leadership. Troubleshot peripherals.

Provided internet solutions to Comcast subscribers. Listened to customer needs and educated on products and services. Responded to inbound questions. Proficient with Remedy, VDI, Cloud-based apps, Spark, Avaya, CTI One, ACSR, CGS and Einstein. Made outbound calls for customer satisfaction. Upsold products. Educated customers on billing and features. Resolved complaints calmly. Troubleshot and resolved technical problems remotely.

Responsible for imaging computers using Altiris. Tear down and setup of computer stations with peripherals. Setup LAN and WAN configurations and accounts. Utilized ticketing system for troubleshooting and resolving user issues.

Technical and administrative support for World Bank and IMF. Created reports on PeopleSoft application. Assisted editor on the Red Book using Microsoft Office.

Technical support for Director of Government Regulatory Division. Extensive use of Microsoft Office. Troubleshooting Microsoft Windows and Office. Worked with Active Directory employee accounts. Used little Spanish when necessary.