Edwin Cabreja
Loxahatchee,FL
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr. Customer Service Engineer
WorldWide Tech Services
06.2021 - Current
- Support of Windows OS/Microsoft Office
- Support Of MacOS and Apple devices
- Maintain, analyze, troubleshoot, and repair computer systems, hardware and computer peripherals
- Desktop and Network Support
- Setup configure and add all hardware
- Document, maintain, upgrade or replace hardware and software systems
- Support and maintain user account information including rights, security and systems groups
- Identify, analyze, and repair product failures, orders and replace parts as needed
- Imaging and image recovery
- Experience doing break / fix repairs on desktops, laptops
- Install / Re-install various software packages and updates
- Wi-Fi and VPN connections; Support of wireless devices
- Customer Service.
- Enhanced customer satisfaction by quickly addressing and resolving technical issues.
- Streamlined workflow processes for improved efficiency and reduced response times.
- Collaborated with cross-functional teams to address complex customer concerns and ensure timely resolutions.
- Developed troubleshooting guides and resource materials for the team, resulting in improved knowledge sharing.
System Support Associate
Hair Club
04.2012 - 06.2021
- Assist employees via telephone, email, helpdesk tickets, and in-person requests
- Installation and support
- Working with Corporate IT to resolve issues
- Install, upgrade, troubleshoot and repair desktop computers and peripherals in a networked environment
- Manage physical stock and inventory
- Work with third party companies and vendors to resolve issues
- Creating and supporting user accounts & maintenance.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
Education
Networking Specialist in Information Technology - Information Technology
Computer Career Center - Rego Park, NY
01.2002
Associate of Arts - Communication Studies
Kingsborough Community College - Brooklyn, NY
07.1999
Skills
- Installed and configured all windows platforms & Servers
- Proficient in MacBook and MacOS
- Installed and configured Ethernet networks
- Installation and troubleshooting of motherboards, CPU's, and other components
- Knowledge of O365, TCP/IP (DHCP/WINS, DNS), DLC, NetBEUI/Netbios BIOS, Salesforce, Cisco Meraki, Aerohive, Sophos, Qualys, Mitel Phone systems, Vinix, Salesforce, Bright Pattern, SightCall, Connectwise, ServiceNow and TrackIt
- Escalation Management
- Network Diagnostics
- Software Proficiency
Certification
A+
Timeline
Sr. Customer Service Engineer
WorldWide Tech Services
06.2021 - Current
System Support Associate
Hair Club
04.2012 - 06.2021
Networking Specialist in Information Technology - Information Technology
Computer Career Center - Rego Park, NY
Associate of Arts - Communication Studies
Kingsborough Community College - Brooklyn, NY
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