Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Humberto Rojas

Orlando,FL

Summary

Agile Technical Support Engineer adapts to providing service via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput. Results-focused professional with strength in support. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes. Organized and motivated employee eager to apply time management and organizational skills in various environments.

Overview

13
13
years of professional experience

Work History

Client Support Representative

Outcomes Operating Inc
Orlando, Florida
02.2024 - Current
  • Answered incoming customer calls, providing excellent customer service and resolving inquiries.
  • Maintained detailed records of customer interactions, transactions, comments and complaints.
  • Provided remote support to customers experiencing technical difficulties.
  • Researched, analyzed and diagnosed complex system problems.
  • Performed troubleshooting to diagnose and resolve system issues.
  • Upgraded systems with new software applications and operating systems.
  • Provided technical support for users experiencing problems with their computers or other related equipment.
  • Troubleshot and resolved printer hardware and software issues.
  • Installed new print drivers on computers and configured network connections between printers and computers.

Technical Support Engineer

Mphasis/Digital Risk
Orlando, FL
08.2019 - 01.2024
  • Apply new windows images to desktops laptops with all application required using task sequence in SCCM Console, Autopilot (Intune) also injecting software updates or windows patch
  • Active Directory creation of users accounts, and move to the right group policy
  • Perform Incident ticket processes; Responds to assigned tickets within the time frame specified
  • FortiGate VPN creates accounts using A/D to allow dialing to the company network
  • Remote connection assistant and support using Log Mein rescue, Windows RDP, and Team Viewer
  • Mitel: create accounts extension and voicemail, set up phones with the right configurations
  • WebEx live support to end users
  • Platforms: Microsoft Windows 10, Windows server 2012, Microsoft Office, and Microsoft 365.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Collaborated with teams to solve technical customer problems across product suites.
  • Collaborated with vendors and developers to resolve complex technical issues and recurrent faults.
  • Analyzed network traffic using industry-standard tools to diagnose application stability and performance issues.
  • Provided support via remote desktop software, diagnosing customer issues over private and public networks.
  • Prepared test systems for replication of user issues.

Help Desk Technician

Boise Cascade
Orlando, FL
01.2011 - 08.2018
  • Maintains inventory by identifying, labeling, and placing materials and supplies in stock
  • Locates materials and supplies by pulling and verifying materials and supplies listed on production orders
  • Receives credit-return material and supplies from production by verifying materials and supplies code and lot number and quantity; placing materials in stock
  • Documents materials and supplies disposition by recording units delivered and location of units.

Education

A.S - Computer Information Technology

Valencia College
01.2016

Skills

  • Microsoft Word, Excel, Access, and Power Point, EMS
  • Technical Documentation
  • Critical Thinking
  • Problem-Solving
  • Issue Research
  • System Configuration Changing
  • Software Updates
  • Hardware Upgrades
  • Network Operational Enhancements
  • Computer Security
  • Teamwork and Collaboration
  • System Troubleshooting
  • Customer Service
  • Training Materials Development
  • Verbal and Written Communication
  • Computer Diagnostics
  • Troubleshooting Network Issues
  • Multitasking and Prioritization
  • Organizational Skills
  • Hardware and Software Repair

Additional Information

  • HONORS , President List: Summer 2012, Fall 2014

Timeline

Client Support Representative

Outcomes Operating Inc
02.2024 - Current

Technical Support Engineer

Mphasis/Digital Risk
08.2019 - 01.2024

Help Desk Technician

Boise Cascade
01.2011 - 08.2018

A.S - Computer Information Technology

Valencia College

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Humberto Rojas