Jean-Karl Arvelo
Hillside,NJ
Summary
Accomplished Technical Analyst with a proven track record at BetMGM of enhancing business operations through expert resolution of complex technical issues. 2+ years in network architecture, operations, security, and devops principles. Effective communication bundled with problem analysis and troubleshooting to help ensure seamless technical operations. Additionally, with robust experience in asset management and programming, significant operational improvements can be achieved through security and automation.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Technical Analyst
BetMGM
12.2022 - Current
- Provide quality and responsive customer service to internal employees
- Conduct analysis on all issues based on priority and direct the implementation of correction actions to restore functions and avoid recurrence of the issue
- Record all incidents, requests, and assistance while maintaining accountability of ownership until resolved
- Monitor progress of problem resolution and initiate timely feedback to management and the user
- Execute user follow-up to verify final resolution and determine satisfaction level
- Run new hire and leavers process
- Govern accurate inventory of all assets
- Manage high traffic support of user accounts, devices, software, and tickets through applications such as Service Now, Azure, Intune, Verizon, Egnyte, SCCM, Active Directory, Adobe, Prime Line Enterprise, Condeco, and VuWall
- Manage version control (Github)
- Managed roughly 300 users with a blend of remote/ in office support
Technical Support Specialist
Robert Half
09.2022 - 12.2022
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Documented support interactions for future reference.
Education
Bachelor of Science - Computer Science
Rutgers University
Newark, NJ05.2022
Skills
- Adept knowledge of network architecture, operations, and security
- Experience with support/ crm applications (Service Now, Salesforce, Zendesk)
- Container orchestration (Kubernetes)
- Automation methodologies
- Experience with cloud platforms (Azure, AWS, GCP)
- Version control (GitHub/ Bitbucket)
- Up to date with industry standards, practices, and trends
- Supporting high traffic platforms
- Efficient problem analysis and troubleshooting
- Office 365 administration
- Workflow methodologies (Scrum/ Agile)
Certification
- CompTIA Network+ Computing Technology Industry Association (CompTIA)
Timeline
Technical Analyst
BetMGM
12.2022 - Current
Technical Support Specialist
Robert Half
09.2022 - 12.2022
- CompTIA Network+ Computing Technology Industry Association (CompTIA)
Bachelor of Science - Computer Science
Rutgers University
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