Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Gabriel Garcia

Dunnellon,FL

Summary

First-rate troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach. Strategic Support Engineer skilled in providing efficient resolution to application issue through troubleshooting and performance enhancements. Offering six years of positive industry contribution to bring value to a Support role.

Overview

6
6
years of professional experience

Work History

Escalation Support Engineer

Ninjaone
Oldsmar, FL
08.2021 - Current
  • Managed and addressed client concerns via emails, messaging systems, and support ticket platforms.
  • Handled all API support tickets
  • Drafted process documentation to standardize operating procedures and techniques.
  • Offered immediate assistance in identifying and resolving problems that arose during product development, production, and design stages.
  • Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
  • Handled all first point of escalation
  • Provided technical support to customers and internal teams for escalated issues.
  • Assisted in troubleshooting complex customer problems with various hardware and software components.
  • Tested bug fixes from development team to ensure proper functionality before releasing them into production environment.
  • Designed complex SQL queries for retrieval and manipulation of data from multiple sources.

Level 2 IT Support Engineer

TSE
Clearwater, FL
08.2018 - 08.2021
  • Monitoring and diagnosis of systems for optimal performance
  • Engineering solutions for issues that come up that have long term effects
  • Introduced automation tools to reduce redundancy and enhance workflow.
  • Advocated for end-users, performing tests and problem analysis for server, desktop and IT infrastructure work.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Reviewed current hardware and software configurations and recommended modifications to increase system speed.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Analyzed security procedure violations and developed plans to prevent recurrence.
  • Audited networks and security systems to identify vulnerabilities.
  • Monitored application and print servers, rapidly responding to faults and malfunctions.
  • Orchestrated and oversaw upgrades to system hardware and software.
  • Automated repetitive administrative tasks to shorten work times and reduce required personnel.

Education

High School Diploma -

Penn Foster
Scranton, PA
07.2014

Skills

  • ERP Support experience
  • Windows Expert
  • Automation tools, scripting and API experience
  • Thorough understanding of Linux
  • SQL expert
  • Active Directory knowledge
  • Debugging
  • Data backups
  • Switching protocols
  • Hardware and software configurations
  • Network operations
  • Firewalls and endpoint security
  • Software Development Tools: JIRA, Confluence

References

References available upon request.

Timeline

Escalation Support Engineer

Ninjaone
08.2021 - Current

Level 2 IT Support Engineer

TSE
08.2018 - 08.2021

High School Diploma -

Penn Foster

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Gabriel Garcia