pabloramirez

Thrived in a high-volume global technical support help desk environment, providing first-call resolution for a wide range of incidents and requests. Aided users with setups, configurations, and troubleshooting of technical issues related to Office 365 suite, Dell and Mac hardware running Windows 10, 11, and macOS, and third-party applications including Microsoft InTune and JAMF. Supported mobile device functionality on both iOS and Android platforms. Effectively collaborated with global and local IT teams by escalating complex issues and contributing to ongoing IT projects. Recognized for exceptional performance, resulting in an invitation to join the Queue Management team.

Contributed to a high-volume technical help desk support, providing exceptional client assistance to public sector, healthcare, and government agencies utilizing a cloud-based Salesforce solution. Managed key accounts, including high-profile projects like the City of New York Covid-19 Vaccination Deployment Program, ensuring adherence to HIPAA, shareholder, and stakeholder guidelines. Performed system administration tasks, overseeing user rights and permissions for both Salesforce and Active Directory on Azure at vaccination sites. Invited by the CEO to participate in their Business Analyst boot camp, demonstrating my potential and growth trajectory within the company.

Thrived in a fast-paced client help desk support environment, adhering to established processes for Consolidated Communications' phone, internet, and cable TV services offered through a custom in-house SaaS platform. Collaborated effectively with colleagues, identifying and escalating priority client issues based on specific needs. Ensured accurate call transaction processing and recording using designated CRM software. Demonstrated a commitment to continuous learning by maintaining up-to-date knowledge of system information changes and updates. Effectively managed time to consistently achieve performance criteria objectives.

Collaborated effectively within a global help desk support team to design and implement continuous technical business solutions, adhering to established architectural principles and design standards. Performed a variety of technical support tasks, including employee onboarding/offboarding, system builds and image creation, and installation and maintenance of Cisco phone systems, wireless networks, and peripheral devices. Partnered with colleagues across IT groups, internal staff, and external vendors to execute system upgrades and develop short- and long-term system roadmaps to optimize client support. Demonstrated strong technical writing skills by crafting clear and concise technical documents in line with departmental guidelines. Proactively expanded my knowledge base by acquiring expertise in new technologies like Netwrix, Checkpoint Firewalls/VPN, DUO (MFA), and Office 365.

Performed expert installations of automation/control systems, lighting, security, and distributed audio/visual (AV) components, ensuring seamless integration within various environments. Successfully installed AV elements in new building constructions, meticulously following construction and AV blueprints and symbols. Demonstrated a commitment to quality and efficiency by executing diverse service tasks in a timely manner.

Installed comprehensive structured cabling systems in both new constructions and existing buildings, ensuring strict adherence to current standards, blueprints, and drawing symbols. Collaborated effectively with other professionals to install various cabling systems, including Category 5E/6/6A horizontal cabling and copper and fiber optic distribution backbones. Contributed to efficient network infrastructure setup by installing racking systems and termination/dressing tables in network closets.

Collaborated closely with network and system architects to effectively manage daily client support activities and performance metrics. Provided comprehensive technical support, troubleshooting local and remote IT issues for main offices and satellite locations. Championed data security by leading data backup management and implementation procedures. Contributed significantly to medium- and large-scale IT projects, taking on key roles such as data room layout design and standard operating procedure (SOP) creation.