JEFFREY ROC
Miami
Summary
Astute Problem solver with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Field Technician
Avaso
02.2024 - Current
- Provided on-site and remote IT support for end users, including hardware and software troubleshooting.
- Diagnosed and repaired desktops, laptops, printers, and peripherals across various OEM brands (Dell, HP, Lenovo, etc.).
- Performed hardware upgrades and part replacements in line with warranty and vendor guidelines.
- Maintained accurate documentation of service requests, resolutions, and inventory using internal ticketing systems.
- Ensured timely response and resolution of support tickets, contributing to improved client satisfaction and SLA compliance.
- Installed, configured, and maintained operating systems and software for business continuity.
- Managed onsite service visits efficiently, following safety, security, and data protection protocols.
- Supported equipment logistics, including part orders, returns, and inventory tracking.
- Adapted quickly to varying client environments, delivering consistent service quality across different industries.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Helped streamline repair processes and update procedures for support action consistency.
Service Desk Analyst
Dycom
06.2023 - Current
- Manage, prioritize, and document incoming service desk tickets, providing rapid resolution for a range of technical issues
- Deliver remote and in-person support for software installations, configurations, and network performance optimizations
- Escalate complex problems and create user manuals for enhanced client independence and support efficiency
- Analyze incident trends to make data-driven recommendations, improving overall IT service and support processes
IT Support Engineer
Kaseya
02.2023 - 06.2023
- Acted as primary contact for technical issues, reducing ticket resolution time and enhancing customer satisfaction
- Developed troubleshooting processes that increased support efficiency by identifying and resolving root causes effectively
- Provided advanced product and security software support (Bullphish ID, Darkweb ID, VSA) and maintained comprehensive case documentation
- Coordinated onsite vendor services to address complex technical issues, ensuring prompt solutions and client satisfaction
IT Administrator/Support Specialist
Hypower Inc
09.2022 - 11.2022
- Directed the installation, maintenance, and reporting for servers and systems, managing service tickets based on technical factors
- Supported over 200 users across multiple locations with expert assistance in Windows, macOS, and various software applications
- Monitored data security, handled access controls, and created configuration management for AWS, enhancing data integrity
Help Desk Technician
Uaiq
10.2019 - 08.2021
- Communicated effectively with end-users to address and resolve various technical issues, including LAN/WAN setups and VPN software
- Assisted in deploying and configuring hardware/software for a broad user base, ensuring optimal performance
- Collaborated with systems engineers to develop virtual machines and resolve network connectivity issues
Help Desk Specialist
ITSE IT Service Express
02.2019 - 10.2019
- Conducted workstation reimaging and deployed hardware solutions, gaining expertise in TCP/IP, VoIP, and network management
- Guided clients in using hardware and software effectively through hands-on training and support documentation
Education
High School Diploma -
Dr. Michael M. Krop Senior High School
Miami, FL05.2015
Certificate of Technical Studies - Computer Networking
Sullivan & Cogliano
Miami08-2016
Skills
- Mobile device management
- Server management
- Ticketing systems
- Printer maintenance
- Remote support
- Hardware diagnostics
- Operating systems
- System administration
- Wireless networking
- Help desk support
- Network troubleshooting
- Hardware installation
- Software configuration
- VoIP systems
- Network security
- Disaster recovery
- Patch management
- Desktop support
- Active directory
- Virtualization technologies
Certification
- Notary Public
- Loan signing Agent
Accomplishments
- Enhanced Ticket Resolution: Improved ticket resolution time by 40%, enhancing support efficiency and customer satisfaction.
- User Support Excellence: Supported over 200 users, ensuring 99% system uptime across multiple locations.
- Incident Response Improvement: Reduced incident response time by 30%, contributing to better IT service processes.
- Developed Troubleshooting Processes: Increased support efficiency by 25% through developing troubleshooting processes.
Languages
English
Native or Bilingual
French
Full Professional
Timeline
IT Field Technician
Avaso
02.2024 - Current
Service Desk Analyst
Dycom
06.2023 - Current
IT Support Engineer
Kaseya
02.2023 - 06.2023
IT Administrator/Support Specialist
Hypower Inc
09.2022 - 11.2022
Help Desk Technician
Uaiq
10.2019 - 08.2021
Help Desk Specialist
ITSE IT Service Express
02.2019 - 10.2019
High School Diploma -
Dr. Michael M. Krop Senior High School
Certificate of Technical Studies - Computer Networking
Sullivan & Cogliano
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