Daniel Betances De La Rosa
Westchester,NY
Summary
Self-motivated Senior Support Specialist with a proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Overview
4
4
years of professional experience
1
1
Certificate
Work History
Executive VIP Support
Nyu Langone
05.2023 - Current
- Mange Executive devices across multiple offices, homes and across multiple states.
- oversee the seamless integration of new equipments installation such as router, computers, software, access point and more.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- work closely with vendors to solve issues, and oversee installations
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
- Skilled at working independently and collaboratively in a team environment.
- Providing Tier 2&3 onsite and remote desktop support services to EVIP staff.
- Implementing, installing, maintaining and supporting End User Infrastructure Support equipment, software and connectivity for mobile devices and computers (Mac and Windows).
- Providing one-on-one instructions, training, and guidance to end users.
- Providing support for audiovisual equipment in conference rooms and other meeting spaces.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Worked effectively in fast-paced environments.
- Improved customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Collaborated with cross-functional teams to identify root causes of recurring issues and implement permanent fixes.
IT Support – Client NYU Langone
Insight Global Health
10.2022 - 05.2023
- Successfully installed and maintained end-user infrastructure support equipment, software, and connectivity for PCs, Macintosh workstations, video conferencing systems and telephone.
- configure laptops, computer and mobile devices with the organizations MDM profile.
- Successfully supported the daily operation of the NYU Langone IT Help Desk by providing level 1 & 2 support for users across multiple locations.
- Responsible for windows, Macintosh NYU image installation
- Managed the completion of device and profile set-up for users.
- Managed an average of 20 tickets per day, ensuring that all incidents and tasks are resolved in a timely manner.
- Installed and configured operating systems and applications.
- Maintained high levels of customer satisfaction by consistently resolving complex technical issues for clients.
- Used ticketing systems to manage and process support actions and requests.
- Assist user via, phone, email and remote access software's.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Maintained a high level of expertise on company products, staying up-to-date with software updates and new features.
IT Specialist
Brooklyn Heights Montessori School
01.2021 - 05.2022
- Install, configuration, and deployment of new equipment
- Solved an average of 15 tickets per day across various platforms including PCs, Macs, Chromebooks, and iPads
- Managed support tickets for 250+ faculty, staff, and students
- Added and removed devices to the mobile device manager
- Monitor health of end-user devices including PCs, Macs, Chromebooks, and iPads
- Maintain inventory of devices
- Manage, assign, and solve tickets promptly.
Desktop Support
Lehman College IT Center
01.2020 - 05.2021
- Successfully completed technical onboarding for faculty members and students, providing guidance and support as needed
- Reduced number of tickets by proactively monitoring and resolving issues
- Escalated tickets and issues as required for resolution
- Provide remote support to user via phone and on site.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Managed time efficiently in order to complete all tasks.
- Provided exceptional customer service to end-users, addressing their concerns and resolving issues promptly.
- Diagnosed and troubleshot hardware, software and network issues.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked well in a team setting, providing support and guidance.
Printer Configuration Project
Brooklyn Height Montessori School
11.2021 - 11.2021
- Replaced and configured an aging printer fleet for 250 users minimizing disruption to users
- Developed documentation for end-users, monitored rollout and provided support to users
- Set a timeline to layout the steps for the transition and test the Printer portal before deployment to end users.
Education
B.S Computer Information Systems -
Lehman College
Bronx, NY05.2021
A.S Computer Science -
Monroe College
New Rochelle, NY12.2016
Skills
- Teamwork and Collaboration
- Customer Needs Assessment
- Hardware diagnostics
- Active Listening
- User Training
- Problem-Solving
- Tracking and Documentation
- Software Upgrades
- Technical Documentation
- Mac systems
- Support Services
- User Support
- Desktop support
- Microsoft Windows and Office
- Interpersonal Skills
- System Configuration
- Online Chat Support
- Issue and Resolution Tracking
Certification
- Addigy Mobile Device Manager, https://www.credential.net/d4db0b68-b52a-4bb6-9327-92ce6f710859#gs.bixjoq
- IBM Intro to cyber security Tools, https://coursera.org/share/78c6b8198af9c619c542dc5daabef106
Languages
Spanish
Native or Bilingual
Timeline
Executive VIP Support
Nyu Langone
05.2023 - Current
IT Support – Client NYU Langone
Insight Global Health
10.2022 - 05.2023
Printer Configuration Project
Brooklyn Height Montessori School
11.2021 - 11.2021
IT Specialist
Brooklyn Heights Montessori School
01.2021 - 05.2022
Desktop Support
Lehman College IT Center
01.2020 - 05.2021
B.S Computer Information Systems -
Lehman College
A.S Computer Science -
Monroe College