Giovanni Alfonso
Miami Gardens,FL
Summary
IT Support Experienced and professional IT Consultant with a decade of valuable experience in assisting executive level clients to ensure the companies 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
10
10
years of professional experience
1
1
Certification
Work History
Product Support Specialist III
UKG
Weston, FL
07.2023 - Current
- Provide advanced technical support to customers via phone, email, and chat, resolving complex issues with UKG products such as Workforce Central, Workforce Management, and Time and Labor.
- Troubleshoot and resolve escalated technical issues that cannot be resolved by lower-level support specialists
- Collaborate with internal teams, including development and product management, to gather requirements and provide feedback on product enhancements.
- Identify and document root cause analysis of complex issues to prevent future occurrences.
- Create and maintain knowledge base articles and training materials to share with other support specialists.
- Develop and maintain relationships with customers to understand their needs and provide proactive support solutions.
- Coordinated with third-party vendors and internal teams to promptly address critical issues.
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
- On-boarded New Hires and assisted in issuing out any required hardware they needed to complete their role
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.
Skills
- Communication Skills
- Detail Oriented
- Strategic Planning
- Technical Support
- Customer Support
Certification
- ACiT & ACMT, 12/01/14, Certified to troubleshoot and repair all Mac, iOS, iPadOS, WatchOS, and TVOS devices
- Jamf 100, 01/01/23, Certified with Jamf to manage MDM profiles
- Oomnitza, 01/01/23, Certified with Oomnitza for inventory tracking
- Zendesk, 01/01/23, Certified with Zendesk to manage ticket queues
- Workforce Management Certified with Workforce to manage ticket queues
Country
United States
Details
Hialeah, FL
Personal Information
Title: IT Support
Languages
- English
- Spanish
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Product Support Specialist 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