EDUARDO GERBI
Peyton,Colorado
Summary
Highly skilled and dedicated DSS Lead with extensive experience in providing technical support, troubleshooting, and managing end-user computing environments. Proven ability to lead and mentor a team of support technicians to deliver exceptional customer service and resolve complex technical issues. Strong expertise in hardware and software configuration, network troubleshooting, and system maintenance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Desktop Support Lead
Princess Cruises, Capgemini
09.2017 - Current
- Worked closely with all EU teams that includes IAM, network, telecom, messaging, Wintel and SCCM teams, this enabled Desktop Support team to deliver devices on time, ensure that account is fully functional and required access is properly granted, resulting with high customer satisfaction
- Daily use of ITSM tool (Service Now) to monitor ticket queues to mitigate tickets from breaching
- Created dashboards and personalize reports to provide team leads with accurate information
- Serve as the highest-level escalation point for customer support, desktop support, mobile device support, and audiovisual service requests
- In my current role I have been an intricate partner to the Incident management team, I have been the mid-level escalation point for a wide range of customer support, desktop support, mobile device support, audiovisual components, service requests Taking part in the evaluation, prioritization and resolution
- Also assisted with documentation to prevent further issues from occurring, create and participate in the creations of KB's
- Review incidents and metric to identify chronic issues, review existing KB's and collaborate with the owning teams to either update or generate new knowledge articles, this also applies to self-service documentation provided to end users
- Ensure incidents are properly managed, resolved, and documented within agreed upon timeframes
- Keep 100% of ticket resolved between established SLA
- Collaborate with the problem practice owner to identify root causes and implement remedies to prevent future incidents
- Design, plan, and manage the computer replacement program to ensure a seamless user experience
- Research, test, and implement new computer and mobile device products, hardware, and software
- Monitor service delivery, service level agreements, and performance metrics, taking actions to maintain or improve service levels ,
- Coordinate with the Security Operations Center team to ensure the security of personal computers and mobile devices
- Prepare detailed project plans for computer and mobile device system solutions, serving as a project coordinator when needed
- Ensure compliance with organizational policies and procedures.
- Generated reports to track performance and analyze trends, come up with corrective measures that enables us to delivery great customer service
- Responded to customer inquiries and provided technical assistance over phone and in person
Desktop Support Specialist
Warner Brothers, CompuCom
12.2013 - 09.2014
- Provided hardware, software, and network support to end users, ensuring timely resolution of issues
- Worked closely with corporate and advanced support teams to meet executives' needs
- Handled printer deployments and resolved break/fix issues
- Upgraded end users from Windows XP to Windows 7
- Installed, configured, and supported various software applications
- Supported mobile devices (Android, iPhone, iPad) and wireless devices
- Supervised and ensured timely resolution of work orders
- Setup, deployed, and maintained end-user machines
- Provided technical support via phone, email, or remote access
- Monitored and responded to technical support requests promptly.
Project Coordinator
Universal Studios, CompuCom
10.2013 - 12.2013
- Supervised a staff of 6-10 for large user relocations, coordinating all aspects of the move process
- Prepared and imaged new systems added computer names/users to Active Directory
- Coordinated with network services for IP address assignments and configuration
- Collaborated with department managers to organize and execute moves
- Provided post-support for user inquiries and problems
- Ensured proper functioning of user systems, desktops, and printers.
Desktop Support Specialist
Universal Studios, CompuCom
04.2007 - 12.2013
- Installed and configured desktops, laptops, and Macs
- Relocated regular and VIP users, ensuring seamless system functionality
- Installed and configured standard and specific software for different user groups
- Followed up with executives to confirm satisfaction with new systems
- Assisted clients via phone, email, or remote access
- Imaged and redeployed systems to prepare for installation
- Monitored and responded to phone and email requests for technical support.
Education
Bachelor of Computer Science -
San Ignacio De Loyola
Skills
- Technical Support: Proficient in diagnosing and resolving desktop hardware and software problems, ensuring minimal disruption to user productivity Skilled in troubleshooting operating systems, applications, network connectivity, and peripheral devices
- Team Leadership: Demonstrated ability to lead and mentor support teams, providing guidance, training, and supervision Effectively delegate tasks, prioritize workload, and maintain team morale, resulting in improved efficiency and customer service
- Customer Service: Committed to delivering exceptional service, I possess excellent interpersonal skills and the ability to communicate complex technical concepts to non-technical users Known for my patient and friendly demeanor, I ensure that end-users feel supported and valued throughout the resolution process
- System Administration: Proficient in managing user accounts, permissions, and security settings within desktop environments Experience with Active Directory, group policies, software deployment, and system imaging tools
- Documentation and Reporting: Skilled in documenting support processes, troubleshooting steps, and resolutions Analyze trends and generate reports to identify recurring issues, propose improvements, and optimize system performance
- Operational Efficiency
- Customer Communication and Empathy
Timeline
Desktop Support Lead
Princess Cruises, Capgemini
09.2017 - Current
Desktop Support Specialist
Warner Brothers, CompuCom
12.2013 - 09.2014
Project Coordinator
Universal Studios, CompuCom
10.2013 - 12.2013
Desktop Support Specialist
Universal Studios, CompuCom
04.2007 - 12.2013
Bachelor of Computer Science -
San Ignacio De Loyola