Henry Tifa
Fort Lauderdale,FL
Summary
Ambitious, detailed professional with a passion for IT and helping others. Seeking to obtain a position as an IT technician in order to utilize acquired troubleshooting, networking and customer service skills to retain customer loyalty
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior IT Support Specialist
Wilen Group
Deerfield Beach, FL
06.2020 - Current
- Provide timely and effective technical support to end-users by diagnosing and resolving hardware, software, network, and other IT-related issues to over 300 employees
- Monitor and manage IT help desk ticketing system, ensuring that all support requests are properly documented, tracked, and resolved in timely manner
- Implement mobile device management policies to protect sensitive company data on employee devices while facilitating their work tasks remotely.
- Implement and maintain security protocols to protect sensitive data and systems from unauthorized access or cyber threats
- Create and maintain documentation for IT procedures, troubleshooting guides, and knowledge base articles to aid both support staff and end users
- Configure hardware, devices and software to set up work stations for employees
- Maintain and monitor Active Directory, DFA software, Network Firewalls and MDT for hardware deployment
- Provide support to local site as well as two satellite sites across multiple states.
- Assisted in successful migration to new server platforms with minimal interruptions to business operations.
Account Manager
CableOrganizer.Com
Fort Lauderdale, FL
12.2018 - 12.2019
- Developed knowledge of company website's extensive electrical, low voltage and networking product and service lines
- Boosted revenue by 15% bringing in and cementing relationships with new clients and optimizing servicing of existing customers
- Handled all desktop support issues.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
Smart Home Installer
DNB Wireless
Fort Lauderdale, FL
10.2017 - 12.2019
- Serviced Residential, Commercial, Restaurant/ Bar, Retail, Medical, and Marine as Control4 Contractor
- Performed custom installations of home theater, home automation, smart devices, networking equipment
- Managed daily pre-construction and post install and network support, equipment upgrades and troubleshooting.
- Increased repeat business by building strong relationships with clients through exceptional service delivery.
Technical Support Specialist
Bluestream Fiber
Coral Springs , FL
10.2017 - 03.2018
- Performed troubleshooting of wide range of issues encountered while using service and provide actionable tips to resolve problem
- Surpassed ticket handle time requirement by 25%
- Diagnosing and troubleshooting of PC and network connectivity issues.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
Education
No Degree - Computer And Information Sciences
New Horizons Career Center
Broward, FL06.2020
High School Diploma -
Park West H.S.
New York, NY06.1991
Skills
- Network Configuration
- LAN Cabling & Planning Assistance
- Help Desk Operations
- Customer Service Expert
- Supervision
- Network component installations
- AV Equipment Management
- Active Directory
- Windows
- World Class Customer service
- Mac OS
- Microsoft Windows Server
- VPN
- Remote access software
- VMWare
Certification
- A+ Certified, 05/01/20, 06/01/23
- Network+ Certification, 07/01/20, 06/01/23
- Security+ Certified, 06/01/20, 06/01/23
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- MCP
Assessments
Technical support, Proficient, 04/01/20
Languages
Spanish
Native or Bilingual
Timeline
Senior IT Support Specialist
Wilen Group
06.2020 - Current
Account Manager
CableOrganizer.Com
12.2018 - 12.2019
Smart Home Installer
DNB Wireless
10.2017 - 12.2019
Technical Support Specialist
Bluestream Fiber
10.2017 - 03.2018
No Degree - Computer And Information Sciences
New Horizons Career Center
High School Diploma -
Park West H.S.
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