Alexander Prieto

• Responded to support requests from Partners regarding their Cloud products and patiently walk them through troubleshooting variety of different software.
• First point of escalation for L1’s and worked closely with other team members to share knowledge and mentor team members
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Assessed Cloud configurations and suggested modifications to improve performance.
• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
• Constantly Developing knowledge around Microsoft Azure, AAD, M365, Sentinel One, Proofpoint, BitTitan, Endpoint Manager, as well as other PAX8 Cloud Vendors.
• Optimized system security and performance with proactive changes such MFA and Conditional Access Polices.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Maintained energy and enthusiasm in fast-paced environment.
• Walked partners thought creating hybrid Azure AD environment.
• Worked with Vendors Support Team on escalated cases to ensure prompt response and assist with a resolution.

• Founded the company from the ground up, addressing every challenge that comes with running a business
• Resolved customer complaints in professional and timely manner.
• Met with customers to discuss service needs and offer available solutions.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
• Hired, trained and supervised team of service staff members to meet business goals.

Identify, analyze and resolve problems and issues impacting production environments Escalate problems according to impact severity and assist in identifying root cause and problem prevention Assist and lead help desk tickets and assisted when skill set was required Assist in implementation of new application releases and/or updates Remote access solution implementation and support: Sonic Wall VPN, Cisco VPN, Connectwise, Unifi, Terminal Services. Part of a multi-functional team to develop new business strategies and enhance existing ones Monitor and compile the usage reports so that it is a useful tool in tracking user trends Setup Hyper-V servers to migrate physical servers to a virtual environment

• Migrated to and from cloud environments.
• Configured, managed and troubleshot Cloud VoIP and multi-media distributed systems and platforms on AWS
• Install and manage different backup solutions and applications.
• Support and troubleshoot Microsoft AD, AAD, DNS, GPO\'s for multiple sites.
• Ensured network, system and data availability and integrity through preventative maintenance and upgrades
• Liaise with vendors and other IT personnel for problem resolution
• Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Implemented network security equipment, including firewalls, two-factor authentication, and antivirus software for networks supporting 500 users.
• Defined enterprise processes and best practices and tailored enterprise processes for applications.
• Reviewed and analyzed security logs to determine and alleviate network threats.
• Worked closely with customers and internal staff to determine planning, implementation and integration of system-oriented projects.

Travel to customer\'s storefronts or offices to service machines, or to provide emergency repair service. Reinstall Software programs or adjust settings on existing Software in order to fix machine malfunctions. Assemble machines according to specifications, using hand tools, power tools, and measuring devices. Update existing equipment, performing tasks such as installing updated circuit boards or additional memory. Disassemble machine to examine parts such as wires, gears, and bearings for wear and defects, using hand tools, power tools, and measuring devices

• Communicate with customers in order to determine details of equipment problems.
• Reassemble machines after making repairs or replacing parts.
• Advise customers concerning equipment operation, maintenance and programming.
• Maintain records of equipment maintenance work and repairs.
• Install and configure new equipment, including operating Software and peripheral equipment.
• Maintain parts inventories, and order any additional parts needed for repairs.
• Patched Software and installed new versions to eliminate security problems and protect data.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Activated accounts for clients interested in new services.