Lino Arroyo

Experience

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  PAR Microsystems

  Jan 1999 - Jan 2000

  Helpdesk Technician

  •Handle inbound and outbound calls to provide technical support for the retail industry POS systems.•LAN/WAN and Token Ring network support.•PC Hardware, DOS, Unix and proprietary Point of Sale (POS) software support.

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  Qwest

  Jan 2000 - Jan 2007

  •Handle inbound and outbound calls internationally to provide technical support for internal and external customers.•Provide hardware, operating system and software support for multiple platforms including Windows 95/98, NT 4.0, 2000, XP and Sun Solaris. Novell Netware, Microsoft Exchange environment, Internet Explorer, Netscape Navigator, Clarify, Remedy, Microsoft Office 97 through XP and various mainframe systems.•Hardware support for various peripheral devices such as printers, faxes, hand held devices and POS systems for retail stores.•First level of network LAN/WAN, WLAN, remote dial up and virtual private network (VPN) support Show less •Manage the escalation procedures required to resolve any technical outages efficiently, and mitigate their business impact.•Assess the particular situation and determine the potential business impact.•Initiate the necessary communication and resolution procedures.•Participate in the resolution procedures re-evaluating the situation and providing the current necessary information to support staff and client community.•Monitor ongoing situations through to completion.•Evaluate procedures and implement process improvements to streamline the outage process in the case of any future occurrences. Show less

  • Technical Support Specialist II

    Jan 2000 - Jan 2007

  • Incident Coordinator

    Jan 2000 - Jan 2007
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  ZOLL Data Systems

  Nov 2007 - now

  •Handle inbound and outbound calls providing technical support for external customers.•Software support for proprietary software by ZOLL installed in the EMS industry which requires a high level of urgency.•Troubleshooting and assisting customers to maintain their environment including Windows desktops and servers, network components, Microsoft SQL databases, Internet Information Systems (IIS), Virtual environments, medical devices, Crystal Reporting, cellular modems and access control.•As a Tier III technician additional tasks include team lead, managing the phone queue and call volume, quality review, working escalated and complex trouble tickets, technician training, assisting tier I technicians on their calls, documentation writing, working with and managing high priority customer situations, maintain various utilities to assist support with troubleshooting, process writing and control and working with development to test and provide quick resolutions with the software. Show less •Handle inbound and outbound calls providing technical support for external customers.•Software support for proprietary software by ZOLL installed in the EMS industry which requires a high level of urgency.•Troubleshooting and assisting customers to maintain their environment including Windows desktops and servers, network components, Microsoft SQL databases, Internet Information Systems (IIS), Virtual environments, medical devices, Crystal Reporting, cellular modems and access control.•As a Tier II technician additional tasks include working escalated and complex trouble tickets, technician training, assisting tier I technicians on their calls, documentation writing, working with and managing high priority customer situations, process writing and working with development to test and provide quick resolutions with the software. Show less

  • Support Supervisor of Managed Services & State Extracts

    Apr 2018 - now

  • Team Lead and Software Support Technician III

    Mar 2016 - Apr 2018

  • Software Support Technician III

    May 2014 - Mar 2016

  • Software Support Technician II

    Jan 2010 - May 2014

  • Software Support Technician I

    Nov 2007 - Jan 2010