Alexander Machuca

• Utilizing support ticketing and inventory management systems
• Supporting and troubleshooting Microsoft Outlook and Active Directory
• Deploying updates and creating reports via Kaseya management software, Perform Active Directory Services management, cleanup, maintenance, and configuration
• Responsible for creating and maintaining systems documentations
• Provide in person and remote technical support for client’s employees in multiple locations

Projects

• Generated Audit reports monthly utilizing PowerShell
• Deployed and configured over 50 mobile devices utilizing Meraki MDM, apple business manager, and Verizon manager
• Created new windows 10 image via Clonezilla reducing machine deployment time by 3 hours
• Created documentation and how to videos on current onboarding, device enrollment, and termination process

• Responsible for supporting global Googler support load while providing detailed, personalized customer service to Googlers through multiple channels (tickets, chats, and phones).
• Investigate, diagnose, and remedy complex issues across multiple OS (Linux, macOS, Windows, ChromeOS, and Android) and Google corporate services and infrastructure such as video conferencing, remote access, and internal products.
• Responsible for escalating to partner teams, outage management and communication, and maintaining SLO adherence for all support channels
• Developed strong communication skills while supporting customers through multiple mediums.
• Mentored and trained new techs to quickly get them up to speed in a complex technical environment.

Projects

• Revamped schedule structure to adjust for a new scheduling scheme designed to fit our forecasted demands, resulting in a significant decrease in queue wait times.
• Worked with local remote support leads on developing global scheduling processes such as covering corporate holidays and providing coverage for other sites when needed for offsites, etc.

• Served as tier three support engineer for Google Voice for Enterprise product responsible for diagnosing and troubleshooting escalated support cases.
• Tested and reported bugs with new product features during launch to corresponding engineering team.
• Provided mentorship and escalation support to tier one and two support agents.
• Authored and maintained product support documentation to improve customer support experience.