ARTURO AVILA
Miami,FL
Summary
Attention to detail, Analytical thinker, Fast Troubleshooting, excellent relationship with customers, time-efficient, and native Spanish speaker. Technical: Experienced in Windows Server 2008, 2012, 2016, 2019, and 2022, Windows 7 to 11, Mac OS, Ubuntu OS, Active Directory, Exchange administration, Endpoint Management, Office365, Backup management, ServiceNow, Jira, Zendesk, ZohoDesk, Google Workspace Admin, VMware & Hyper-V Administration.
Overview
15
15
years of professional experience
Work History
Technical Support Representative
HHA Exchange
01.2024 - Current
- Provided valuable technical support to customers across various channels: phone, email, and chat, prioritizing an exceptional customer experience
- Provide educative feedback to reduce repeat queries and promote self-help tools
- Provide remote support through different tools TeamViewer, Splashtop
- Stellar problem-solving prowess and quick-thinking agility
- Escalate complex issues, bugs, or defects to higher tiers or technical teams when needed, through Jira management tool
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
IT Systems Administrator
Tera Consulting
01.2018 - 12.2023
- Provided valuable support to companies with 50+ users, on environment Windows or Mac
- Support and management of servers and Domain controllers, File servers, FTP servers, Print servers, and Remote Desktop Services
- Tier 3 supports more than 50 desktop users, O365 and networking issues
- Creating new resources, assigning permissions, and admin management cloud access (Dropbox, Google Drive and OneDrive)
- VoIP system manages 50+ Users, creation of users and Troubleshooting issues for local and remote users
- Provide O365 administration, including licensing and administration
- Experience with computer imaging software and data migration processes (SCCM)
- Manage backup policies ensuring the data is well protected and easily recoverable in case of emergencies
- Network admin, firewall rules creations, internet security, and data privacy policies
- Coordinate with vendors on warranty repairs to workstations, printer, server, network devices
IT Support Specialist
BizSolutionMiami
01.2019 - 01.2022
- Provided support for Windows or Mac users with issues related to computer systems, software, and hardware
- Support websites users for our customers
- Management of server patching and security Windows servers
- VoIP system manages
- Provided support on renovation Dell products for more 100 Desktop and Laptop
- Network admin, firewalls rules creations
IT Support Specialist
Sunshine Ready
01.2016 - 01.2020
- End Users Windows and Mac troubleshooting
- Active directory Management, O365 Administration
- Provided support for Servers Windows 2019
- Migration to Windows 10
- Provided management support to network devices, AP, Router, Switch and Firewall
Data Center Support Technician
SLAS Consulting
01.2017 - 01.2019
- Installed and configured switches, and routers for our clients
- Provided Help-desk support / Remote hands for more 50 companies, hardware inventory
- Monitor servers for hardware alerts to ensure a high level of data integrity and availability
- Server's support and Troubleshooting
- Ability to assess situations and escalate properly, following internal procedures
- Support on server hardware replacing hard drives, memory, and motherboards
- Provided installing and terminating, Cat5 and Cat6 commercial environments, Knowledge of RJ45 terminations including patch panels, Install new Wireless access points, cabling, and mounting kits
UTS Field SVC Associate
UNISYS Colombia
01.2010 - 01.2015
- Provided valuable IT support to Bancolombia Bank on HQ offices with more than 300 users
- Project Migration Successfully from Windows XP to Windows 7, Backup and Restore Windows profile with 300 + Users
- Active Directory Management
- Managed a team of IT support analysts in providing support to 300 users requiring assistance for hardware and software issues
- Managed a team of IT support and assistance for hardware and software issues
- Provided setup to new Dell servers with Windows server 2012
- Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
Education
Bachelor of Science - Computer Engineering
Corporación Universitaria Unitec
Bogota - Colombia01.2012
Associate of Science -
Corporación Universitaria Unitec
Bogota - Colombia01.2012
Skills
- Attention to detail
- Analytical thinker
- Fast Troubleshooting
- Excellent relationship with customers
- Time-efficient
- Native Spanish speaker
- Windows Server 2016
- Windows Server 2019
- Windows Server 2022
- Windows 7
- Windows 8
- Windows 10
- Windows 11
- Mac OS
- Ubuntu OS
- Active Directory
- Exchange administration
- Endpoint Management
- Office365
- Backup management
- ServiceNow
- Jira
- Zendesk
- ZohoDesk
- Google Workspace Admin
- VMware Administration
- Hyper-V Administration
- Technical issues analysis
- Desktop support
- Application installations
- User support
- Software diagnosis
- Remote support
- Technical troubleshooting
- Technical support
- Network diagnostics
- Active listening
- Issue troubleshooting
- Software installation
- Data recovery
- Service support
- Ticket management
- Hardware diagnostics
Certificates Courses
- CompTIA Network+, 50+
- Threat & Vulnerability Management, 50+
- IT Security Foundations, 50+
- Cybersecurity Awareness for Executives, 50+
Profile
Attention to detail, Analytical thinker, Fast Troubleshooting, Excellent relationship with customers, Time-efficient, Native Spanish speaker, Windows Server 2008, Windows Server 2012, Windows Server 2016, Windows Server 2019, Windows Server 2022, Windows 7, Windows 8, Windows 10, Windows 11, Mac OS, Ubuntu OS, Active Directory, Exchange administration, Endpoint Management, Office365, Backup management, ServiceNow, Jira, Zendesk, ZohoDesk, Google Workspace Admin, VMware, Hyper-V Administration
Languages
Spanish
Native or Bilingual
Timeline
Technical Support Representative
HHA Exchange
01.2024 - Current
IT Support Specialist
BizSolutionMiami
01.2019 - 01.2022
IT Systems Administrator
Tera Consulting
01.2018 - 12.2023
Data Center Support Technician
SLAS Consulting
01.2017 - 01.2019
IT Support Specialist
Sunshine Ready
01.2016 - 01.2020
UTS Field SVC Associate
UNISYS Colombia
01.2010 - 01.2015
Bachelor of Science - Computer Engineering
Corporación Universitaria Unitec
Associate of Science -
Corporación Universitaria Unitec
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