Avelica Rubio
Riverside,CA
Summary
IT professional with 6 years experience in Help Desk support. Has worked with domains, IP's, DNS records, MX records and email data migration. Has CompTIA A+ certification and is looking forward to obtaining Security + and Networking +. Currently works with Active Directory, LDAP, Google Admin, Microsoft Entra, Microsoft Admin, Windows OS and Mac OS, NinjaOne, SentinelOne, Zendesk and TopDesk ticketing system. I have created extensive documentation for our Help Desk IT team.
Insightful Information Technology Manager with 1 year of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Manager
Dynamic Campus
02.2024 - Current
- Company Overview: Technical Support Manager at La Sierra University
- Manage a team of User Services staff, including Help Desk Technical Support Specialists and Student Workers
- Provide backup support at peak times of the year (new semesters)
- Hire, train, and track the performance of staff members
- Manage End-User satisfaction through timely and efficient help desk ticket resolution, customer service surveys, and demonstrating a proactive approach to preparing staff members to support end users
- Maintain Knowledge Bases and documentation
- Maintain process/procedure operational management documentation for all User Services areas
- Maintain interdepartmental relations through effective communications with other IT business units and user departments
- Responsible for assuring users are provided efficient and timely first and second-level support
- Performs staff scheduling to ensure Help Desk coverage during regular business hours and on-call support as required
- Meets with IT technicians and reads industry-related publications to remain abreast of technology advances and aid in the technology planning effort
- Accountable for meeting systems infrastructure or operational Service Level Agreements
- Demonstrated management and decision-making skills concerning Information Systems policies
- Solves problems and makes daily decisions relative to User Services responsibilities
- Ensures that effective User Services representation takes place for the coordination of work processes and projects with other departments and divisions
- Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department
- Resolves problem situations professionally
- Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
- Technical Support Manager at La Sierra University
Technical Support Specialist
Dynamic Campus
03.2023 - 02.2024
- Company Overview: Technical Support Specialist at La Sierra University
- Help users use both hardware and software products effectively
- Assist with rollout of new PCs, laptops, media, network equipment, etc… in accordance with applicable replacement schedules and associated licensing
- Complete, maintain, and process pertinent paperwork, records and documentation
- Maintains historical records by documenting hardware and software changes and revisions
- Understand multiple versions of the Windows and Macintosh operating systems, including software and OS installation technologies
- Support Help Desk, Desktop Technology, and Lab/Classroom Technology functional areas
- Provide desktop and audio-visual technical support with strong customer service skills
- Technical Support Specialist at La Sierra University
Software Support Analyst
Nortridge Software
09.2022 - 01.2023
- Company Overview: Software Support Analyst
- Guides clients & user's on configuring & troubleshooting in the Loan Management System
- Trouble shoots API, Web Services, XML, Microsoft SQL, JSON, Postman
- Documents testing steps and results
- Creates submissions and documentations for the QA/Dev teams to review
- Software Support Analyst
Billing Phone Specialist
Invitae Corporation
08.2021 - 09.2022
- Company Overview: Billing Phone Specialist
- Provide email and phone support to customers for our service
- Answer patient's questions on Insurance and Out of Pocket
- Make sure patient's SalesForce profiles are well noted and up to date with communication
- In close communication with other teams: Benefit Investigations, Prior Authorization, Processing
- Billing Phone Specialist
Customer Support Technician
Enterprise Guardian
01.2017 - 08.2021
- Company Overview: Customer Support Technician
- Provide email and phone support to customers for our service
- Give an hour long training call to new customers on using our service (encryption and secure file link)
- Change DNS records by either setting MX records or name servers inside different domain registrars; such was WordPress, GoDaddy, BlueHost, Squarespace, Wix
- Change IP addresses based on location of name servers
- Migrate email messages from servers to our server
- Familiar with Live Agent ticketing system and back end for SmarterMail email system
- Customer Support Technician
Education
Full Stack Developer Certificate -
University of California, Riverside Extension
Riverside, CA04.2021
Bachelors in Science - Apparel Merchandise and Management/Marketing
Cal Poly Pomona
Pomona, CA08.2016
Skills
- Active Directory, Adobe Admin, Barracuda VPN, Cisco DUO, Google Admin, LDAP, Mac OS, Microsoft 365, Microsoft Entra, Microsoft Teams Admin, Mitel, Ninja One, Powershell, Sentinel One, TOPDesk admin, Zendesk admin, GitHub, Visual Studio Code
Certification
CompTIA A+
Timeline
Technical Support Manager
Dynamic Campus
02.2024 - Current
Technical Support Specialist
Dynamic Campus
03.2023 - 02.2024
Software Support Analyst
Nortridge Software
09.2022 - 01.2023
Billing Phone Specialist
Invitae Corporation
08.2021 - 09.2022
Customer Support Technician
Enterprise Guardian
01.2017 - 08.2021
Full Stack Developer Certificate -
University of California, Riverside Extension
Bachelors in Science - Apparel Merchandise and Management/Marketing
Cal Poly Pomona
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