Giovanni Alfonso
Hialeah,United States
Summary
IT Support Experienced and professional IT Consultant with over eight years of valuable experience in assisting executive level clients to ensure company success. Accustomed to handling IT Support, managing IT projects, and supporting various engineering departments with IT tools and applications. Bringing forth a motivated attitude and the ability to establish strong and productive relationships with other company members.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Marcom IT & DTS Support
Apple Corporate
Sunnyvale, United States
01.2023 - 06.2023
- Assisted users with IT-related issues and provided technical support
- Provided training and product support to Users
- Documented customer support processes and procedures
- Collaborated with cross-functional teams to provide accurate and timely support to customers
- Resolved customer inquiries within the same call or ticket, resulting in a 100% customer satisfaction rating 6 Months in a row
- Experience supporting a high ticket environment with short turn around times
- Experience with installing and managing MDM Profiles, end point protection using Jamf
- Managing inventory through Oomnitza
- Experience with troubleshooting VPN, Access Manager, Software Licensing
- Comfortable using Zendesk to manage ticket queue.
At-Home-Advisor
Apple Support
Hialeah, United States
12.2021 - 11.2022
- Greeted customers in a friendly and professional manner
- Created reports and documents as requested by the office manager
- Learned and followed all shipping and support policies and procedures, resulting in fewer mistakes and improved customer service
- Handled customer complaints calmly and professionally, resolving customer issues in a timely manner.
Genius
Apple Retail
Aventura, United States
10.2014 - Current
- Assist clients with hardware and software issues with all iOS and MacOS devices
- Provided Tier 1 and 2 support to non-technical Users through Desk side / Remote services
- Documented all User transactions and support interactions
- Trained and supported end Users with Software, Hardware and Network related issues.
Sales & Service Manager
Office Depot Inc
Hialeah, FL - Florida
10.2010 - 10.2014
- Developed and implemented strategies for increasing customer satisfaction.
- Provided training for new team members on customer service processes and procedures.
- Reviewed employee performance and provided constructive feedback to ensure optimal results.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Troubleshot and resolved Window devices and printer hardware issues.
- Installed new Laptops & printers and ensured proper setup.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
Product Support Rep III
UKG
Weston, FL
07.2023 - Current
- Provide technical support to customers experiencing issues with UKG products
- Troubleshoot and resolve complex technical issues related to software functionality
- Train end-users on product features and best practices to optimize their experience
- Collaborate with cross-functional teams to identify and address areas for product improvement
- Communicate effectively with customers to ensure their satisfaction and loyalty
- Provided technical support to customers via phone and email.
- Monitored customer complaints and escalated unresolved cases to upper management.
- Researched product information for customers in order to provide accurate answers.
- Developed knowledge base documents for new products.
Education
High School Diploma -
Hialeah High School
Hialeah, FL06-2010
Skills
- Communication Skills
- Detail Oriented
- Strategic Planning
- 10 Years of Technical Support & Customer Support
- Help Desk Support
- Hardware diagnostics
- Operating systems
- Mobile Device Management
- Software Installation
- Application support
- Remote Support
- Printer maintenance
Certification
- ACiT & ACMT, 12/01/14, Certified to troubleshoot and repair all Mac, iOS, iPadOS, WatchOS, and TVOS devices
- Jamf 100, 01/01/14, Certified with Jamf to manage MDM profiles, Oomnitza for inventory tracking and Zendesk to manage ticket queues
- Windows 8 and Windows 10 Certified 05/06/2015
- Familiarity with different ticketing software like Zendesk, Salesforce Management Lightning, Salesforce Management Legacy, and Conceirge
Details
Hialeah, United States
Personal Information
Title: DT S I T S U P P O RT
Languages
- English
- Spanish
Timeline
Product Support Rep III
UKG
07.2023 - Current
Marcom IT & DTS Support
Apple Corporate
01.2023 - 06.2023
At-Home-Advisor
Apple Support
12.2021 - 11.2022
Genius
Apple Retail
10.2014 - Current
Sales & Service Manager
Office Depot Inc
10.2010 - 10.2014
High School Diploma -
Hialeah High School
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