Janella Alfonso
IT Support Specialist
Miami,FL
Summary
Highly committed with hardworking mentality to maintain quality of services and products. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Dedicated professional, Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in the Information Technology Industry of today. Will need to get up to speed with new systems as I've been out of of the IT field for quite some time as a Professional.
Overview
23
23
years of professional experience
6
6
years of post-secondary education
Work History
Florist Manager
Flowers By Pouparina
Miami, FL
06.2004 - Current
- Inventoried plants and flower care supplies and ordered more.
- Monitored special orders to promote timely deliveries of floral displays, bouquets and decorative items.
- Trained employees on customer order taking and basic floral arranging.
- Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards in Floral Events and Plant Maintenance Contracts
- Managed overstocking, restocking and inventory control procedures during shift.
- Implement strategies to promote exceptional customer service and create positive environment for employees and clients.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed detailed plans based on broad guidance and direction.
- Maintained store equipment, printers and fax machines.
- Launched quality assurance practices for each phase of development
- Supervised staff by implementing company policies, protocols, work rules and disciplinary action.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained financial accuracy when handling revenue each day.
Level 2 IT Support Engineer
Codina Group, Inc
Coral Gables , FL
05.1999 - 04.2004
- Served as secondary point of contact for support relating to owned solutions and products across network.
- Physically involved in planning and executing new network implementation
- Standardization of all systems and software uses across new platform
- Keeping Servers and Security Cisco Systems in Check.
- Analyzed issues to identify troubleshooting methods needed for quick remediation and end solutions
- Performed root cause analysis of reported issues to enact corrections, documented faults and bugs for referral to development staff for use in updates.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained response times to support business continuity.
- Delivered Tier-2 support and SME input to internal and external customers.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems as well as installing security protection on them.
- Conferred with engineers and designers to investigate and solve internal issues.
- Performed regular maintenance and testing to service and optimize complex computer systems, applications and environments.
- Revamped systems and upgraded wiring, PLCs and drives to handle changing needs.
- Educated equipment operators on proper use of equipment as well as continues training of users for the best use of software. ex. MS Suite.
- Delivered professional persona and attitude when dealing with unhappy or irate individuals.
- Updated hardware and software platforms by implementing automation and efficiency improvements.
- Maintained system logs or manuals to document testing or operation of equipment.
Education
Associate of Arts - Astrology
Kepler College
Seattle, WA 11.2011 - 05.2013
Associate of Arts - Floral Design And Management
Floral Design Institute
Portland, OR 05.2010 - 06.2011
Associate of Science - Network And System Administration
Florida Computer And Business School
Miami, Fl 12.1999 - 08.2003
Skills
Business Development and Strategic planning
Floral Event Planning and Coordination
Team Supervision & Staff Management
POS terminals proficiency, Printers and Equipment's Maintenance
Product inventories, Sourcing new and competitive suppliers
Sales, marketing, SM and SEO
Flower arranging, pricing and Creative merchandising
Bilingual Competent in Verbal and written Communications in Spanish and English
Excellent social skills, and Customer service Oriented
Business planning and Business administration
Contract Selling and Negotiation
PC Software and Hardware Installations, Repairing, Maintaining, Diagnosing, and troubleshooting skills
Proficient in Following procedures and communication protocols
Timeline
Associate of Arts - Astrology
Kepler College
11.2011 - 05.2013
Associate of Arts - Floral Design And Management
Floral Design Institute
05.2010 - 06.2011
Florist Manager
Flowers By Pouparina
06.2004 - Current
Associate of Science - Network And System Administration
Florida Computer And Business School
12.1999 - 08.2003
Level 2 IT Support Engineer
Codina Group, Inc
05.1999 - 04.2004