Aldo Saenz
Kenedy,TX
Summary
Site Support Analyst with expertise in technical troubleshooting, user training, and incident management. Over five years of experience in customer service and technical support, enhancing operational efficiency and user satisfaction. Proven track record in documenting processes and collaborating with IT teams to resolve complex issues, ensuring optimal system performance. Skilled in building partner relationships and delivering tailored solutions to meet end-user needs.
Overview
9
9
years of professional experience
Work History
Site Support Analyst
Conocophillips
Kenedy, Texas
08.2018 - Current
- Resolved user inquiries and technical issues through effective customer service support.
- Collaborated with IT teams to implement system monitoring tools for improved operational efficiency.
- Documented support processes and created user guides to streamline onboarding and training.
- Assisted in incident management by diagnosing issues and coordinating resolutions with relevant teams.
- Trained users on new software applications to enhance productivity and satisfaction.
- Maintained records of support requests and resolutions to improve reporting accuracy.
- Conducted regular system maintenance checks to ensure optimal performance and security compliance.
D&C TCOM Technician
EFStream
Kenedy, Texas
07.2017 - 08.2018
- Executed installation and setup of various technical equipment in accordance with operational standards.
- Collaborated with engineering teams to troubleshoot complex equipment issues, enhancing system performance.
- Documented and reported all maintenance activities to ensure compliance with internal protocols.
- Monitored safety compliance during equipment handling and servicing to minimize risks.
- Delivered technical support services to clients, addressing inquiries and resolving issues efficiently.
- Performed routine equipment maintenance, ensuring optimal functionality and longevity of systems.
- Identified potential safety hazards and recommended corrective actions to enhance workplace safety.
- Replaced defective components or parts as needed.
- Utilized a variety of hand tools including soldering irons, screwdrivers, pliers, cutters, wire strippers and crimpers.
- Performed troubleshooting and repair of equipment in accordance with manufacturer specifications.
- Maintained records of repairs, calibrations, and tests performed on equipment.
- Followed safety practices to safeguard against injury and damage to property.
Education
Bachelor of Science - Nursing
Universidad Academica Multidisciplinaria Matamoros
Matamoros07-2017
Skills
- Incident management and system monitoring
- Technical troubleshooting and software support
- Documentation and reporting practices
- Customer relationship management
- Team collaboration and problem solving
- Effective communication skills
- Attention to detail and time management
- User and application support
- Remote and hardware support
- Network troubleshooting and ticketing systems
- Data analysis and issue resolution
- Technical background and escalation handling
- Activity planning for support services
- Empathy and patience in customer service
- Mobile device support and technical assistance
- Needs assessment in telecommunications
- Client communication and AV technical support
Timeline
Site Support Analyst
Conocophillips
08.2018 - Current
D&C TCOM Technician
EFStream
07.2017 - 08.2018
Bachelor of Science - Nursing
Universidad Academica Multidisciplinaria Matamoros