Bryant Aragon

• Worked Closely with management teams to plan, coordinate, and execute technical strategies aligned to clients vision, mission, and purpose.

• Provisioning and de-provisioning application access

• Troubleshoot basic complex access issues

• Adhere to established time standards and maintain standard productivity and quality levels

• Process and manage work coming in through all channels including tickets, emails, phone calls, etc.

• Developing and maintaining technical documentation

• Provide training and support for newer team members

• Provide support for the implementation, troubleshooting, and maintenance of IT systems.

• Rapidly distinguish isolated user problems from enterprise-wide application/system problems.

• Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements.

• Performed quality control to catch any issues or mistakes that weren’t caught previously by other team members in order to ensure consistent and quality work.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Ability to troubleshoot email issues such as blacklists, password resets, and SMPT-POP settings
• Ability to troubleshoot LAN connectivity issues.
• Ability to troubleshoot dial-up & DSL Internet connectivity.
• Provide technical support to customers in the use of telecommunication equipment (home networking routers, Data modems, and MTAs) & assure adequate connectivity to the network.

• Maintained quality assurance and customer satisfaction objectives.
• Executed diagnostics, troubleshooting and evaluations on iPhones, personal computers, many different types of laptops and tablets, and gaming consoles. .
• Organized work to meet demanding production goals.
• Completed job reports and logs immediately following service calls.
• Conducted tests of components and systems to evaluate performance and identify concerns.
• Read manuals and manufacturer instructions to install and troubleshoot devices.