RAFAEL DE JUAN
Auburndale,FL
Summary
Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach. Proficient in POS and PMS software's.
Overview
11
11
years of professional experience
1
1
Certification
Work History
POS Technical Support Analyst Tier 2
Concilium Search
Auburndale, FL
07.2023 - Current
- Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues within their Symphony software.
- Assisted in the enhancement of hardware performance through troubleshooting and upgrades
- Experience in network troubleshooting, firewall management, and configuring serial connections
- Resolved customer inquiries related to POS system operations both over the phone and remote.
- Diagnosed network problems using various tools such as ping utilities or trace route commands.
- Recorded and documented customer service calls about POS systems.
Tech Support Analyst Tier 2
LanceSoft
Auburndale, FL
01.2022 - 08.2022
- Achieved customer satisfaction by effectively troubleshooting challenging technical problems for Sprint and T-Mobile customers over the phone and via email.
- Provided technical support for customers experiencing application issues with their Union POS system on AWS database.
- Implemented hardware replacement procedures for equipment problems not resolved over the phone, resulting in more efficient resolution of issues.
- Utilized SQL queries to address and troubleshoot application issues
- Learned and implemented skills from Level 3 support teams, application developers, client supervisors, and managers through chat and email.
POS Support Analyst Tier 2
Union POS
Orlando, FL
02.2020 - 03.2020
- Provided technical support to clients via telephone and email, resolving complex issues.
- Provided technical support for customers experiencing application issues with their Union POS system on AWS database.
- Implemented hardware replacement procedures for equipment problems not resolved over the phone, resulting in more efficient resolution of issues.
- Utilized SQL queries to address and troubleshoot application issues
- Learned and implemented skills from Level 3 support teams, application developers, client supervisors, and managers through chat and email.
Senior Data Analyst
Teksystem Temporary Agency
Orlando, FL
02.2019 - 01.2020
- Developed SQL queries to analyze large datasets for trends and insights.
- Analyzed and updated data using Skyward software.
- Performed follow-up with customers via phone and email.
- Verified and corrected school register data to eliminate duplicate profiles in the database.
- Managed the monitoring and reporting of daily activities using Excel.
Tech Support Analyst Tier 2
LanceSoft
Orlando, FL
02.2019 - 11.2019
- Achieved customer satisfaction by effectively troubleshooting challenging technical problems for Sprint and T-Mobile customers over the phone and via email.
- Provided technical support for customers experiencing application issues with their Union POS system on AWS database.
- Implemented hardware replacement procedures for equipment problems not resolved over the phone, resulting in more efficient resolution of issues.
- Utilized SQL queries to address and troubleshoot application issues
- Learned and implemented skills from Level 3 support teams, application developers, client supervisors, and managers through chat and email.
POS Technical Specialist
TekPartners
Orlando, FL
01.2018 - 02.2018
- Troubleshot and optimized performance of POS system for Westgate Resort users.
- Configured and set up hardware, software, and peripherals for point of sale systems.
- Handled troubleshooting of network setups for both wired and wireless configurations.
- Consistently met performance, acceptance, and security standards for software
- Efficiently coordinated cross-departmental collaboration to optimize workflow processes.
- Managed application upgrades
- Responded to customer inquiries regarding products, services, and account information.
Global Sr Special Interface Technician
Oracle Corp.
Orlando, FL
05.2016 - 10.2017
- Effectively identified and resolved problems pertaining to Opera, Res/Micros/Fidelio, OXI, and Special Interfaces.
- Identified and resolved connectivity issue between the hotel PMS and Special Interfaces
- Analyzed application errors, read logs, and executed SQL commands to resolve issues.
- Facilitated client decision-making regarding suitable service plans
- Provided prompt and accurate responses to customer questions about products, services, and account information.
- Engaged in effective collaboration with both the POS department and third-party vendors to successfully plan, develop, and deploy property interfaces.
- Successfully handled customer escalations, while ensuring prompt communication and effective problem-solving.
IT Technical Support Specialist
Carter Hospitality Group
Orlando, FL
04.2014 - 02.2015
- Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
- Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
- Performed maintenance and upgrades to existing computer systems as needed.
- Troubleshot LAN, WAN, Wi-Fi, Coax, Fiber network issues.
- Implemented security measures such as antivirus software installation and firewall configuration.
- Responsible for Cable TV system (minor broadcasting system), security cameras (DVR/ Coax/ CCTV), PBX system (POTS/VOIP/IP Phone/ Digital lines).
- Supported and maintenance Opera (PMS) / Micros and Pinnacle (POS) and Server Management (Windows NT - Windows Server 2008).
- Created detailed technical documentation for IT processes and procedures.
- Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
Migration Project IT Specialist (Contractor)
Wyndham
Orlando, FL
10.2013 - 03.2014
- Assisted in the implementation of new technologies and systems to improve efficiency.
- Created user accounts, set up permissions, and monitored system security.
- Implemented backup procedures to ensure data integrity and availability.
- Trained end users on how to use new systems and technologies effectively.
- Optimized installation of Windows 7 image and installed native software
- Maintained consistent compliance with performance, acceptance and security standards for software.
- Performed setup and troubleshooting of Outlook and implemented the main app for front desk operations.
Reservist It Specialist (Contractor)
FEMA
07.2013 - 10.2013
- Provided technical support for users experiencing hardware or software issues.
- Troubleshoot PC, software, phones, network issues and setup new environments
- Monitored network performance and identified areas for improvement.
- Assisted in the implementation of new technologies and systems to improve efficiency.
- Effectively communicated with other employees and upper management to ensure complete care of customers.
Education
High School Diploma -
Academia Discípulos de Cristo
Some College (No Degree) - Information Technology
Universidad Interamericana De Cupey
Puerto RicoSkills
- Data analysis
- Excellent communication abilities
- Software: PMS, POS, Interfaces and OXI
- Hardware: PC, laptops, telephony systems, printers, routers, modems, Iphone/Ipad, servers, serial and TCP/IP converters and more
- Networking: LAN &VPN/remote connectivity, TCP/IP and more
- Bilingual (Spanish)
- MS office (word, excel, outlook, access)
- Instant messaging software: Teams Slack
- VMware applications and many more
- Browsers: IE, Firefox, Chrome, Safari
- Ticketing system: MOS, Clarif, Pier 20
- Platforms: Windows, Mac OSX, Linux (basic)
- Bomgar, Webex, Team Viewer
- Remote Support
- Application support
- Application installations
- Network Administration
- Customer Support
- Incident Management
- Troubleshooting and diagnostics
Certification
Certified Technician - Retail Pro 7 & 8
Languages
Spanish
Native/ Bilingual
Affiliations
- Personal Sales
Timeline
POS Technical Support Analyst Tier 2
Concilium Search
07.2023 - Current
Tech Support Analyst Tier 2
LanceSoft
01.2022 - 08.2022
POS Support Analyst Tier 2
Union POS
02.2020 - 03.2020
Senior Data Analyst
Teksystem Temporary Agency
02.2019 - 01.2020
Tech Support Analyst Tier 2
LanceSoft
02.2019 - 11.2019
POS Technical Specialist
TekPartners
01.2018 - 02.2018
Global Sr Special Interface Technician
Oracle Corp.
05.2016 - 10.2017
IT Technical Support Specialist
Carter Hospitality Group
04.2014 - 02.2015
Migration Project IT Specialist (Contractor)
Wyndham
10.2013 - 03.2014
Reservist It Specialist (Contractor)
FEMA
07.2013 - 10.2013
High School Diploma -
Academia Discípulos de Cristo
Some College (No Degree) - Information Technology
Universidad Interamericana De Cupey
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