EDWIN R. CUEVAS
IT Support - Project Manager
New York,NY
Summary
Tech-savvy Project Support Specialist offering numerous year of background troubleshooting and resolving complex information technology problems by conducting technical root cause analysis and providing viable solutions. Polished in installing and configuring hardware and operating systems and resolving support requests via various channels. Systematic and thorough professional committed to minimizing system downtime and quickly resolving various issues.
Overview
21
21
years of professional experience
8
8
years of post-secondary education
Work History
Project Manager
1 Stop Maintenance
Newark, NJ
10.2017 - Current
- Developed and initiated projects, managed costs, and monitored performance.
- Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
- Fostered relationships with vendors to promote positive working relationships.
- Reined in project costs while meeting key milestones.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Identified, reviewed and applied policies and procedures.
- Provided management for internal personnel, contractors and vendors.
- Identified plans and resources required to meet project goals and objectives.
- Managed projects from procurement to commission.
- Boosted revenues by coordinating and executing projects.
- Recruited and oversaw personnel to achieve performance and quality targets.
- Maintained open communication by presenting regular updates on project status to customers.
- Adhered to budget requirements with excellent planning and consistent expense monitoring.
Customer Service Representative
1 Stop Maintenance
New York, NY
08.2017 - 10.2017
- Delivered prompt service to prioritize customer needs.
- Educated vendors about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Answered average of 80 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Cross-trained and backed up other customer service managers.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments and special order requests.
Level 2 IT Support Specialist
Claro Dominicana
Santo Domingo, Dominican Republic
09.2000 - 06.2017
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi and Mobile Phone.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Activated accounts for clients interested in new services.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Monitored systems in operation and input commands to troubleshoot areas.
- Used ticketing systems to manage and process support actions and requests.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Fielded average of 20 inbound phone calls per day to deliver support and remotely resolve service issues.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Education
Bachelor of Science - Information Technology
Universidad Tecnologica De Santiago
Santo Domingo Dominican Re 01.1996 - 10.2001
Post-Graduate - Marketing Management
UniversidadAPEC
Santo Domingo Dominican Republic 05.2003 - 09.2005
Skills
Project estimation and bidding
Advanced problem solving
Budgeting
Staff Management
Change Control Processes
TCP/IP
Backup and recovery
Telecommunications network oversight
Wireless area networking
Helpdesk call support
Operating system management
Mobile device management
Technical equipment inspection
Microsoft Outlook
Customer service expert
Application support
Technical Support
Windows 10
Ticket support system management
Technical documents comprehension
Norton Antivirus software
Software diagnosis
Technical issues analysis
Red Hat Linux
SQL
Zendesk
Service Channel
Bilingual(Spanish Language)
Office Trax
Timeline
Project Manager
1 Stop Maintenance
10.2017 - Current
Customer Service Representative
1 Stop Maintenance
08.2017 - 10.2017
Post-Graduate - Marketing Management
UniversidadAPEC
05.2003 - 09.2005
Level 2 IT Support Specialist
Claro Dominicana
09.2000 - 06.2017
Bachelor of Science - Information Technology
Universidad Tecnologica De Santiago
01.1996 - 10.2001
IT Support Professional Certificate - Google 2021
- Gain skills required to succeed in any IT job.
- Learn to perform day-to-day IT support tasks including computer assembly, wireless networking, installing programs, and customer service.
- Learn how to provide end-to-end customer support, ranging from identifying problems to troubleshooting and debugging.
- Learn to use systems including Linux, Domain Name Systems, Command-Line Interface, and Binary Code.
IT Support Professional Certificate - Google 2021
- Gain skills required to succeed in any IT job.
- Learn to perform day-to-day IT support tasks including computer assembly, wireless networking, installing programs, and customer service.
- Learn how to provide end-to-end customer support, ranging from identifying problems to troubleshooting and debugging.
- Learn to use systems including Linux, Domain Name Systems, Command-Line Interface, and Binary Code.