Daniel Abarca
Chicago,IL
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 7 years of experience as a Tech Support Specialist.
Overview
8
8
years of professional experience
Work History
LEVEL 2 SUPPORT SPECIALIST
RWK IT SERVICES
02.2023 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Developed training materials to educate both team members and clients on product functionality and best practices.
- Created user accounts and assigned permissions.
- Conducted regular assessments of support processes, making necessary refinements to enhance service quality continuously.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Partnered with sales teams in pre-sales activities such as product demonstrations or consultations, contributing to increased revenue generation.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
TECH SUPPORT SPECIALIST
APERIONCARE
02.2018 - 02.2023
- Manage and resolve tickets and phone calls
- Setup cubicles, VOIP phones, Network scanners, and Thin Clients (Atrust, Ncomputing, Windows; domain and local)
- Diagnose and repaired Hardware Issues; damaged laptops, Windows PCs, Thin Clients, iPhones, iPads
- Manage our cloud environments through our management portals; RDS, VDI, Chrome
- Support remote users using Server Manager, Screen Connect, Atrust Portal, Ncomputing Portal, or Chrome Console
- Support Microsoft Products; Word, Excel, PowerPoint, Outlook
- I also implemented security practices using Azure
- Manage Active Directory; Password reset, creating new OUs, and Security Groups
- Manage Microsoft 365 Admin Center; create new Distribution groups, configure user mailbox settings, and licenses
- Create and manage user accounts using Exchange Admin Center
- Oversee and manage Licenses for different programs or software; Adobe Pro, Zoom, Apple Business Manager, Duo Mobile
- Manage company cellphones and iPads; create/improve profiles and app bundles using MDMs like Sophos Central and Cisco Meraki
- Design and improve images for our PCs, Thin Clients, Chromebooks, Chromeboxs
- Analyze and design complex folder structures
- I also implement folder permissions via AD security groups
- Manage our File Server and oversee user-profiles and files
- Support and evaluate 40+ remote facilities;
- Troubleshoot Network outages; diagnose our network equipment and implement a course of action
- Travel to facilities to replace network equipment (Routers, switches, firewalls, WAPs, phone servers, UPS)
- Manage and Configure Network Devices (Firewall configurations, setting up DHCP scopes, Wireless networks, conducting WIFI surveys, adjusting WAP frequencies and transmit power, Setting up VPNs, Configuring switches, )
- Manage Canon network copiers; create scan to email, scan to File accounts
- Troubleshoot and support PC equipment; Thin clients, nursing Chromebook, Chromebox, peripherals, EMAR backup system.
technical support
TECH SUPPORT | INC
08.2017 - 02.2018
- Provided first-call resolution, to all customer calls
- Delivered professional and top-quality customer service to all customers
- Troubleshoot, diagnosed, and resolved calls that are focused on product functionality, connectivity, and product failure
- Remote onto customer’s PC for software configuration
- Assisted and trained less experienced representatives, as necessary
- Demonstrated teamwork through sharing knowledge and brainstorming complex customer issues with colleagues
- Effectively and accurately documented all customer interactions in the CRM system.
IT ASSOCIATE
WRIGHT COLLEGE
06.2016 - 06.2017
- Monitored ticket queue and responded to electronic tickets and phone calls from internal and external clients for both trouble and task-oriented issues
- Provided computer hardware and software technical support both in person and remotely to students, administrators, faculty, and staff
- Maintained, installed, and tested software applications on computer hardware
- Managed, tracked, and protected equipment that was designated for use by students, administrators, faculty, and staff
- Facilitated use of equipment for various internal and external events
- Protected physical technology assets in public areas and other settings through ongoing equipment refresh, maintenance, installation, configuration, and troubleshooting and asset inventory management
- Assembled and disassembled equipment on site before and after classes
- Provided limited training to audio-visual/multi-media equipment users
- Worked independently at a remote site supporting 150+ students and staff
- Led the implementation of NET support for the site which allowed access to all lab computers simultaneously for upgrades and installations
- Responsible for configuring, updating, and supporting Xerox and Canon copier machines, both local and network printers
- Led a project to install images on 250+ workstations upgrading them from 32-bit operating systems to 64-bit
Education
Degree - Network Administration
DEVRY UNIVERSITY
2012 R2 -
Familiar with Windows XP, Vista, 7, 8, 8.1, 10, MAC OS, Linux, and Windows Server 2012 Active Directory Page 2 -
Skills
- Application Installation
- Social Skills
- Compiling Data
- Activity Planning
- AV Technical Support
- Troubleshooting and Diagnostics
- IT Ticket Documentation
- Helpdesk Operations
- Hardware Knowledge
- Component Replacements
- Hardware Replacement
- Hardware and Software Configuration
- Troubleshooting Network Issues
- Support End-Users
- Microsoft Windows and Office
- Friendly and Patient
- Resolve Technical Problems
Timeline
LEVEL 2 SUPPORT SPECIALIST
RWK IT SERVICES
02.2023 - Current
TECH SUPPORT SPECIALIST
APERIONCARE
02.2018 - 02.2023
technical support
TECH SUPPORT | INC
08.2017 - 02.2018
IT ASSOCIATE
WRIGHT COLLEGE
06.2016 - 06.2017
Degree - Network Administration
DEVRY UNIVERSITY