Doroteo Alviar
Fort Worth,TX
Summary
Professional with strong background in IT support, equipped to handle complex technical issues and deliver effective solutions. Demonstrated ability to collaborate within teams, adapt to changing requirements, and consistently achieve desired outcomes. Expertise includes troubleshooting, system administration, and customer service, paired with reliable and flexible approach to evolving challenges.
Overview
17
17
years of professional experience
Work History
Service Desk Technician II
Yesway
01.2022 - Current
- Skilled Help Desk Technician provides Desktop and Client/Server technical support for Yesway associates. Provides support for Yesway's mission critical areas such as hardware, software and network resources. Experienced in diagnosing, troubleshooting and resolving client issues with software maintenance, installations and upgrades. Experienced in technical call center operations providing service by communicating effectively with technical and non-technical staff.
Service Desk Analyst I
Charles Schwab Corporation
01.2021 - 01.2022
- Help Desk Technician provides Desktop and Client/Server tech support for Schwab associates. Provided support for Charles Schwab's mission critical areas such as hardware, software and network resources. Experienced in diagnosing, troubleshooting and resolving client issues with software maintenance, installations and upgrades. Experienced in technical call center operations providing service by communicating effectively with technical and non-technical staff.
Customer Care/Tech Support
Blackboard
01.2020 - 01.2020
- Skilled Customer Care/Tech Support technician provides customer care and tech support for Blackboard students and educators. Experienced in resolving client and tech support issues. Experienced in customer and technical call center operations. Provides excellent service by communicating effectively with external and internal customers.
Command Center - IT Support Technician
TD Ameritrade
01.2014 - 01.2020
- Skilled Technician provided support for TD Ameritrade's mission critical areas such as hardware, software and network resources. Used the business/technology knowledge to execute the incident management process for all critical incidents in order to mitigate impact and reduce the time to restore business services. Troubleshoot and developed technical solutions to restore software application and infrastructure failures, applied standard workaround procedures and ensured issues were resolved in a timely fashion, and escalated urgent problems requiring more in-depth knowledge to appropriate internal resources.
Service Desk/Help Desk
TD Ameritrade
01.2009 - 01.2014
- Help Desk Technician provided PC and Client/Server tech support for TD Ameritrade associates. Experienced in diagnosing, troubleshooting and resolving client issues with software maintenance, installations and upgrades. Experienced in technical call center operations providing service by communicating effectively with technical and non-technical staff.
Education
B.A. - Interdisciplinary Studies
New York Institute of Technology
A.S. - Computer Network Administration
Keiser College
Fort Lauderdale, FL01.1999
Skills
- Experienced with Microsoft Office 365 applications
- Linux
- Cisco
- BMC Remedy
- Team collaboration
- Tidal Enterprise Scheduler
- IBM Tivoli
- VMWare
- Citrix
- Splunk
- AppDynamics
- Blackboard Collaborate
- Salesforce
- AWS
- SAP
- Service Now
- Mitel Connect
- Acumera AcuVigil
- PDI Enterprise
- TeamViewer
- Ticketing system
- Remote support
- Software installation
- Network connectivity
- Incident management
- Asset management
- Hardware support
- End-user training
- ITIL framework
- Operating systems
- Customer service
- Active listening
- Verbal and written communication
- Decision-making
- Technical issues analysis
- Network configuration
- Analytical thinking
- Network diagnostics
- Application support
- User credential management
Timeline
Service Desk Technician II
Yesway
01.2022 - Current
Service Desk Analyst I
Charles Schwab Corporation
01.2021 - 01.2022
Customer Care/Tech Support
Blackboard
01.2020 - 01.2020
Command Center - IT Support Technician
TD Ameritrade
01.2014 - 01.2020
Service Desk/Help Desk
TD Ameritrade
01.2009 - 01.2014
A.S. - Computer Network Administration
Keiser College
B.A. - Interdisciplinary Studies
New York Institute of Technology
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