Carlos Zamora
Miami,FL
Summary
Knowledgeable Network Administrator qualified to upgrade software and hardware while monitoring network performance. Enthusiastic professional with background implementing cybersecurity products, including firewalls, antivirus software and intrusion prevention systems. Methodical network administrator with 8 years of experience in supporting server environments. Resourceful in managing network infrastructure and optimizing environment while reducing redundancy. Capable in troubleshooting complex problems and reaching innovative solutions while adhering to rules and requirements of project scope. Excellent communicator when interfacing with other teams, vendors and end-users.
Overview
17
17
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Zuniga Taxes & Accounting Services LLC
04.2023 - 06.2024
- Created help desk tickets, troubleshot and resolved desktop issues.
- Delivered onsite technical support for 56 employees.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Monitored system performance and responded to alerts.
- Managed data backups and disaster recovery operations to comply with business continuity initiatives.
- Managed computer operation scheduling, backup, storage and retrieval functions.
- Assisted IT staff on troubleshooting issues and closing calls.
- Implemented network security measures to minimize data loss.
- Backed up company data to distributed storage centers to avoid massive data loss.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Identified and immediately resolved issues with network devices.
- Introduced management tools to create and manage virtual server computing environment.
- Diagnosed and resolved hardware and software issues.
- Planned and implemented upgrades to system hardware and software.
Technical Support Specialist
ICON PLUS S.A.
08.2013 - 03.2023
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Resolved 15 technical support inquiries per day.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Recorded and maintained relevant notes for each client and work order.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Developed and implemented preventive maintenance procedures.
- Tested new software and hardware prior to deployment.
Technical Support
IMD SOLUTIONS S.A.
03.2007 - 07.2013
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to incoming sales leads and requests for technical support.
- Configured hardware and granted system permissions to new employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Delivered onsite technical support for 35 employees.
Education
Bachelor of Engineering - Engineering Technology
Universidad Nacional De Ingeniería
Managua, Nicaragua02.2005
Skills
- In-depth knowledge of Apple products, including MacBook, iPhone, iPad, and accessories
- Familiarity with macOS, iOS, and other Apple operating systems also Linux, Windows and Android
- Experience with data migration and backup solutions
- Wide Area Network (WAN)
- Local Area Network (LAN)
- Router Installation and Optimization
- Server Migration & Installation
- Remote Desktop Services
- Multitasking Abilities
- Problem-Solving
- Programming Languages: PHP, C#, Net
- Amazon Web Services
Certification
AWS Certified Cloud Practitioner, Amazon Web Services - March 11, 2021
Validation Number TH7NC42D22QEQZGM
Timeline
IT Support Specialist
Zuniga Taxes & Accounting Services LLC
04.2023 - 06.2024
Technical Support Specialist
ICON PLUS S.A.
08.2013 - 03.2023
Technical Support
IMD SOLUTIONS S.A.
03.2007 - 07.2013
Bachelor of Engineering - Engineering Technology
Universidad Nacional De Ingeniería
AWS Certified Cloud Practitioner, Amazon Web Services - March 11, 2021
Validation Number TH7NC42D22QEQZGM
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