Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Alex Rosario

Summary

As a Creative Technical Support Representative, dedicated to finding innovative and effective solutions for customer issues. Excel at adapting to unique complaints and queries by conducting thorough research and utilizing expert critical thinking skills. Commitment to problem resolution and customer satisfaction drives to go above and beyond. Experience as an Innovative IT Support Specialist with a proven track record of selecting and setting up diverse technical equipment. Strong written and oral communication skills ensure customers feel knowledgeable and satisfied. Excellent instructional and problem-solving abilities alleviate concerns related to new technology. Possess strong troubleshooting capabilities and a customer-oriented attitude, adept at providing network and software support to users. Skilled in developing and implementing technical solutions while analyzing system performance and security to drive optimal user experience. Strong analytical, communication, and teamwork skills allow to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Positive attitude and commitment to continuous learning and growth bring a valuable asset to any organization.

Overview

4
4
years of professional experience
1
1
Certification

Work History

IT Support Specialist

ALFA Development, Inc.
03.2023 - 07.2024
  • Updated their whole Network system in most of their 9 locations
  • Organized all their security info (emails, passwords, 2FA, devices and more)
  • Deployed numerous updates and setups for more updated and secure workstations
  • Updated and maintained all of their equipment
  • Alongside basic IT needs and troubleshooting
  • Orchestrated a comprehensive overhaul of the organization's IT infrastructure, including security protocols, network configurations, and workstation setups, resulting in a 40% decrease in system downtime and a 20% increase in overall productivity
  • Spearheaded the implementation of a new VoIP phone system, reducing communication costs by 30% and improving call quality by 50%, leading to enhanced customer satisfaction
  • Managed the deployment of software updates and patches to over 500 workstations, ensuring compliance with security standards and reducing vulnerability risks by 60%
  • Organized and implemented training sessions for employees on the updated call flow system, leading to a 90% increase in user adoption within the first month
  • Revamped call flow system for new VoIP system, resulting in a 40% decrease in average call handling time and improved customer satisfaction ratings by 15%
  • Conducted training sessions for employees on best practices for IT issue reporting, leading to a 30% decrease in recurring problems and a more efficient resolution process
  • Implemented a new ticketing system that streamlined the handling of IT requests, reducing response times by 50% and improving customer satisfaction ratings by 20%
  • Resolved 95% of IT-related issues across 9 locations within SLA timeframes, resulting in a significant increase in employee productivity.

Help Desk Technician

Staples
08.2022 - 03.2023
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Assisted with software installations, system optimizations, and virus removal, achieving high customer satisfaction.

Inventory Clerk

Wireless Telecom Group (Boonton, Holzworth, Noisecom)
06.2020 - 12.2020
  • Managed inventory control systems, reducing discrepancies and improving workflow efficiency.
  • Assisted in product handling and quality control, contributing to a 15% increase in operational efficiency.
  • Completed physical inventory counts each month.
  • Verified incoming products and checked delivery totals to keep system records current and accurate.
  • Performed data entry and completed proper paperwork.
  • Sorted and delivered materials to different work areas and staff.
  • Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
  • Maintained inventory count, tracked usage, and documented variances.

Education

High School Diploma -

Wayne Valley High School
Wayne, NJ
07.2013

Skills

  • Information Security
  • Service Desk
  • Data Analysis
  • Troubleshooting
  • Technical Support
  • Network Security
  • IT
  • Help Desk Support
  • Shipping & Receiving
  • Configuration Management
  • System enhancement
  • IT Security Management
  • Desktop support
  • Wireless Networking
  • Asset Management
  • Data Recovery
  • Database Administration
  • Hardware upgrades
  • Operating system management
  • Application support
  • Mobile Device Management
  • Incident Management
  • Software Installation
  • System Configuration
  • Hardware maintenance
  • Client Relationship Building
  • Patch management
  • Helpdesk call support

Certification

IBM Cyber Security Data Analyst

Timeline

IT Support Specialist

ALFA Development, Inc.
03.2023 - 07.2024

Help Desk Technician

Staples
08.2022 - 03.2023

Inventory Clerk

Wireless Telecom Group (Boonton, Holzworth, Noisecom)
06.2020 - 12.2020

High School Diploma -

Wayne Valley High School

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Alex Rosario