Roman Cuevas

Experience

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  Microsoft

  Feb 2005 - Dec 2007

  Technical Support Engineer

  · Handles customer's technical/complaints problems from their use of the Microsoft web site/s · Provides first line email customer support · Accountable for providing a high level of technical response to the customers of Microsoft· Attends trainings, workshops, seminars, and focus group discussions scheduled by the team · Follows prescribed problem resolution and troubleshooting procedures· Properly escalates technical and non-technical issues that are irresolvable and not available on the knowledge base and Knowledge Center· Ensures that cases and calls are logged in the accordance with Sykes' and Microsoft's Data quality and guidelines.· Ensures that all data is collected accurately· Ensures that service levels are achieved as communicated by the Team Lead, Account Supervisor, or Account Manager · Contributes to other special projects as requested by the client· Prepared Process Documentation for accounts handled Show less

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  Emerson Network Power

  Jan 2008 - Jun 2009

  Technical Support Engineer

  · Provides Technical Assistance to Liebert Engineers and customers through step by step troubleshooting of Liebert Power Supply· Follows prescribed problem resolution and troubleshooting procedures· Process orders· Liaise with logistics coordinator for parts order· Data entry· Continuously improves technical know-how· Contributes to other special projects as requested by the client

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  AEGIS - Energy Australia

  Jun 2015 - Mar 2016

  Customer Service Consultant

  · Provides assistance to Energy Australia customers through phone· Contributes to other special projects as requested by the client· Follows best practice process in problem resolution and troubleshooting procedures· Process payments, extensions, and transfer to necessary department if needed· Data entry· Apply Concession to the Account· Successfully completed Certificate III in Customer Contact

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  Franklin Printing Group, an IVE Business

  Aug 2017 - Feb 2020

  Machine Operator
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  Cisco Networking Academy

  Mar 2019 - Mar 2019

  Cisco Technical Staff

  As part of the Cisco Live Dream Team here are the tasks which we have done during the event:· Installed Access Points (around 260 AP’s) · Configure Access Points and making sure that it is connected to the right port in the Cisco Switch· Check the quality of the Wi-Fi and making sure that it is pointed at the right direction to achieve full coverage of the service area· Check for rogue AP connections that is causing interference with AirCheck Wi-Fi Tester· Advising rogue connections, once found, to change the frequency· Normal pack-up and taking down of access points at the end of the event Show less

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  Tennis Australia

  Nov 2019 - Feb 2020

  IT Service Desk

  · Acting as a 1st-level contact, solving any incidents & requests · Creating, managing, prioritizing, and responding to service desk tickets within agreed time frames· Configuring and managing client hardware, such as mobile phones, laptops, and printers· Creating accounts for new user and deleting departing users· Basic account management like password reset, access request and mailbox access in Exchange· Troubleshoot hardware, application, network and printer issues· Support Windows 7 and 10, Mac OS, Microsoft applications including MS Office suite, Active Directory, Group Policy, SCCM· Create documented procedures and upload in the knowledge base. Show less

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  Equinix

  Feb 2020 - Sept 2020

  IBX Facility Engineer III

  - Provide Technical Support services including: Data Centre operations, equipment maintenance and service provisioning.- Support Disaster Recovery drills and invocations.- Install and de-install of customer cross-connections and devices.- Perform Smart Hands and tape backup Services.- Warehouse management.- Monitoring and reporting facility alarm.- Incident handling, problem troubleshooting and escalation to upper tier.- Supervise vendors for work within data centre premises.- Maintain accurate records, document all problems, and prepare reports. Show less

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  Finite IT Recruitment Solutions

  Sept 2020 - Mar 2022

  Data Center Operations - Technical Engineer

  - Install new servers, switches, routers and other networking gear.- Test and troubleshoot new server/network hardware components.- Handling of data bearing devices (ex. Hard drives, SSD, DIMM.. etc)- Install, remove or replace cables.- Configure and troubleshoot Linux OS-related issues.- Working within a ticket-based environment- Movement of equipment using pallet jacks or other assisted lifting equipment- Resolve issues with broken equipment with little to no escalation. Show less

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  Google

  Mar 2022 - now

  Data Center Engineer