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Pedro
Tech Support Specialist with 20+ years in end-user and corporate environments
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Competencies
Delivered end-user support for operating systems, network issues, and enterprise software.
Utilized ticketing platforms to track, diagnose, and resolve client problems efficiently.
Resolved connectivity problems, network mapping, and printing issues for clients.
Supported end users in a remote setting, addressing diverse technical challenges.
Troubleshot issues related to Windows 10, 11, Mac OS, Android, and iOS devices.
Education
Summary
Experienced technical support professional with over 20 years supporting end-users and corporate systems, specializing in troubleshooting, network issues, and client support in remote environments.
Key Achievements
- Provided technical support for over 20 years, focusing on end-user issues and corporate systems.
- Managed complex support tickets involving Outlook, VPN, Active Directory, and operating system issues.
- Gained extensive experience working remotely within corporate business environments.
Experience
Tech support internal
Fixing issues in the Customer’s plan internally in their system, Admin O365, Remote tools LogMeIn, Warranty Coverages, Onboardings/Offboardings, Troubleshooting network printers and home base printers, Troubleshooting tools for video-conferencing Teams, Zoom, Antivirus software Malwarebites, Windows updates, Mac OS
Tech support
Ticketing system for service orders/calls, Using ConnectWise tool, Kustomer tool, 2MFA configurations, Onboardings/Offboarding’s, Troubleshooting network printers, home base printers, Remote tools as LogMeIn, Automate, ScreenConnect, Antivirus software like TrendMicro, Malwarebites, Sentinel One, Proofpoint, Ironscales, Experience working with Privileged Account Management (PAM) Secret Server, Experience working with Cloud-based IT documentation software as IT-Glue, Work as admin O365, G-suite, Wide communication with Microsoft and/or Manufacturers/Vendors in order to confirm Warranty Coverages and on-site visits, Purchase of Licenses for MS products, Adobe products, etc., Outlook profiles, Troubleshooting tools for video-conferencing Slack, Teams, Zoom, Troubleshooting known issues with Mac OS, VPN tools as NordVpn and Watchguard
Customer service representative Independent Business Owner (IBO)
Checking USPS orders, Retention/Resale, Create new orders, OmegaXL
Tech Support Agent
Fixing issues with connection between modems and devices, Troubleshooting router issues, network printers, servers, email administration, Okta, LogMeIn Central and LogMeIn Rescue for troubleshooting remote computers, MAC OS and Windows, Computer setups for brand new computers, Microsoft URUR, MSOffice, Office 365, Troubleshooting issues with upgrades and installation of Windows 10, and Microsoft software, Troubleshoot 3rd party software, Support for computers PC/MAC, routers and tablets, MAC profiles, Windows profiles, Hardware troubleshooting, Cloud base services like Carbonite, SharePoint, VPN, Box, Internet access WiFi troubleshooting
Support Team Agent
Sales, Customer service and tech support agent for Land Lines and Cell phone