Azure
Jesus Torres
Technology Professional
Houston,TX
Summary
Results-oriented Support Manager offering over a decade of experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Overview
12
12
years of professional experience
1
1
Certification
1
1
Language
Work History
Technology Support Manager
CloudChomp, Inc.
Houston, TX
09.2020 - Current
- Coached team of six support agents through day-to-day work and complex problems, averaging 20 implementations or support calls per month.
- Prepared employee schedules for maximum coverage during key hours.
- Tracked and evaluated application usage & trends.
- Monitored employee and customer interactions daily to assess quality of service.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Established team priorities, maintained schedules and monitored performance.
- Used tech support expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Technical Specialist
Shaw Systems Associates, LLC.
12.2018 - 06.2020
- Worked as part of 6-person team, averaging 30% of all resolved cases.
- Led Microsoft Teams deployment project roadmapping, design and implementation, which helped insure successful transition from in-office to work-from-home productivity.
- Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance.
- Provided IT consulting, planning and rollout services to optimize customized technology deployment.
- Oversaw pre-deployment IT testing of new Azure environment prior to migration planning.
- Implemented, tested and handled troubleshooting of surveillance systems comprised of security alarms, cameras and Internet connectivity.
- Trained users on desktops, laptops and mobile devices.
Help Desk Manager
Transwestern
Houston, TX
04.2016 - 11.2018
- Recruited, trained and supported help desk technicians and representatives.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as Office 365.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Technology Advocate
Baylor College Of Medicine
Houston, TX
09.2009 - 12.2015
- Served as technical liaison, supporting engineering, management, procurement, sales and marketing, quality assurance and supply base.
- Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
- Collaborated with business users, technical teams, database administrators and testing teams during kickoff meetings, joint application designing and planning sessions to validate requirements.
Education
Bachelor of Arts - History / Marketing
University of North Texas
Denton, TXSkills
Staff Management
Training and mentoring
Quality assurance
Customer service understanding
Team Building
Technical Support
Software
AWS
VMWare
Microsoft 365
MacOS
Windows Server 2008-2019
Certification
AWS Certified Cloud Practicioner
Timeline
AWS Certified Cloud Practicioner
10-2020
Technology Support Manager
CloudChomp, Inc.
09.2020 - Current
Technical Specialist
Shaw Systems Associates, LLC.
12.2018 - 06.2020
Help Desk Manager
Transwestern
04.2016 - 11.2018
Technology Advocate
Baylor College Of Medicine
09.2009 - 12.2015
Bachelor of Arts - History / Marketing
University of North Texas