Experience

• 

  Freelancer- self employed

  Dec 2005 - Feb 2014

  Técnico de hardware

  -Maintained the performance of technology equipment by configuring, diagnosing, and repairing hardware. -Removed malware, ransomware, and other threats from laptops and desktop systems. -Patched software and installed new versions to eliminate security problems and protect data.

• 

  Concentrix

  Feb 2014 - Dec 2023

  -Served as the primary point of contact for customer support related to owned products and system solutions. -Analyzed issues with Windows 10, macOS, and Linux configurations to identify troubleshooting methods needed for quick solutions.-Also, analyzed issues with RADIUS, LDAP, and SAML configurations to identify troubleshooting methods necessary for prompt solutions -I functioned as the main point of contact for customer support, handling inquiries related to owned products and system solutions. -Conducted root cause analysis of reported issues to accurately identify and implement necessary corrections. Additionally,-Served as the primary contact for priority cases, specifically denominated as P1/S1, where production is affected and time is of the essence -Served as the primary point of contact for customer support related to owned products and system solutions. -Effectively communicated technical information to non-technical individuals, promoting better understanding. -Offered guidance to remote clients on installing and integrating new hardware components and software.

  • JumpCloud- Technical support engineer

    Jul 2019 - Dec 2023

  • Netapp - Technical support engineer

    Feb 2015 - Jul 2019

  • Tech support - Verizon Fios

    Feb 2014 - Feb 2015