Armando Abraham Planas Verdecia
Naranja
Summary
Detail-oriented Technical Support Engineer with a proven track record in troubleshooting and enhancing user satisfaction. Demonstrated ability to collaborate with cross-functional teams and resolve technical issues efficiently.
Dynamic Technical Support Engineer experienced in delivering exceptional customer support and technical troubleshooting. Known for attention to detail and effective problem-solving, contributing to system reliability and user satisfaction. Committed to enhancing operational efficiency through teamwork and innovative solutions.
Results-driven Technical Support Engineer skilled in diagnosing and resolving software and hardware issues. Proven ability to streamline processes and improve user experiences while maintaining accurate documentation. Ready to leverage technical expertise to drive user satisfaction and operational success.
Experienced with troubleshooting complex technical issues to ensure seamless operations. Utilizes strong analytical abilities to diagnose and resolve system problems effectively. Knowledge of customer service principles to provide exceptional user support and maintain high satisfaction levels.
Overview
19
19
years of professional experience
Work History
Technical Support Engineer
Saber College
Miami, FL
09.2024 - Current
- Provided technical assistance for software and hardware issues, ensuring quick resolution for end-users.
- Diagnosed problems using troubleshooting tools, enhancing system reliability and user satisfaction.
- Collaborated with cross-functional teams to implement software updates and improvements efficiently.
- Documented support interactions in ticketing system, maintaining accurate records for future reference.
Tech Support
Atlantis University
Miami, FL
07.2021 - 09.2024
- Served as a liaison between customers and tech support teams when needed.
- Liaised with IT department to ensure reliable tech support for all facility operations.
- Assisted in the development of standard operating procedures to ensure consistent service quality across all cases handled by the tech support team.
- Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
- Enhanced user experience by providing timely and effective tech support to students and faculty.
- Streamlined internal processes for increased efficiency and better resource allocation within the tech support team.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
Professor's Assistant
Universidad De Gramma
Bayamo, Cuba
09.2007 - 04.2016
- Assisted in curriculum development and instructional design for various courses.
- Coordinated logistics for academic events and workshops, enhancing student engagement.
- Supported faculty with research initiatives, contributing to publications and presentations.
- Facilitated communication between students and faculty, addressing inquiries promptly.
- Promoted an inclusive learning environment by addressing accessibility issues and accommodating diverse student needs when necessary.
- Contributed to the development of course syllabi, ensuring alignment with department objectives and accreditation standards.
- Streamlined administrative tasks for professors, allowing them to focus on research and teaching activities.
- Facilitated communication between students and professors, fostering positive relationships that enhanced overall learning experiences.
- Managed office hours schedules for multiple professors, ensuring timely responses to student inquiries.
- Assisted in preparing grant proposals or funding applications to secure resources needed for research projects or curricular enhancements.
- Aided in the creation of multimedia presentations or demonstrations used during lectures which resulted in increased content retention among students.
- Organized guest lectures and special events, promoting intellectual growth within the campus community.
Education
Master of Science - Information Technology
Atlantis University
Miami, FL08.2019
Bachelor of Science - Physical Sciences
Universidad De Oriente
Santiago De Cuba, Cuba08.2009
Skills
- Technical support
- Technical troubleshooting
- Problem-solving
- Application support
- Hardware configuration
- System troubleshooting
- Customer support
- Technical documentation
- Software installation
- Root-cause analysis
- Support system management
- Teamwork and collaboration
- Customer relationship management
- Technical expertise
- Project management
- Backup and recovery
- Customer success management
- Product knowledge
- Customer service
- Software debugging
- Remote support
- Attention to detail
- Remote diagnostics
- System configuration changing
- Network operational enhancements
- Personnel training
- Issue research
- Operating systems expertise
- Computer coding
- User training
- Software updates
- Process improvement
- Virtualization technologies
- Technical solutions development
- Server maintenance
Languages
Spanish
Full Professional
English
Elementary
Software
Python
Django
Javascript
Timeline
Technical Support Engineer
Saber College
09.2024 - Current
Tech Support
Atlantis University
07.2021 - 09.2024
Professor's Assistant
Universidad De Gramma
09.2007 - 04.2016
Master of Science - Information Technology
Atlantis University
Bachelor of Science - Physical Sciences
Universidad De Oriente