Jonathan Farias

• Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
• Collaborated with other teams to identify and resolve customer issues quickly and professionally.
• Developed and maintained relationships with customers to enhance customer satisfaction.
• Monitored customer service metrics and provided feedback to team members, upholding quality standards.
• Analyzed customer service data to identify trends, identify solutions and improve customer experience.

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• Provided on-call support for critical issues related to live time sensitive satellite supports.
• Developed and implemented control strategies for RBC systems to optimize process efficiency and maintain regulatory compliance
• Conducted troubleshooting and repair of electronic components and systems to ensure smooth operation of RBC processes
• Collaborated with engineering teams to design and test new electronic control systems for RBC units
• Performed regular maintenance and calibration of electronic instrumentation to uphold accuracy and precision in RBC operations
• Updated and documented technical drawings, manuals, and schematics for RBC controllers and electronic systems
• Installed, modified, and repaired software and hardware to resolve technical issues for an excess of 40 pieces of equipment weekly.
• Responded to 528 support requests monthly from end-users and patiently walked individuals through basic troubleshooting tasks.

• Managed a team of help desk technicians and network analysts, providing leadership and guidance to ensure high levels of customer satisfaction and issue resolution efficiency.
• Oversaw the configuration and maintenance of network devices and systems, including routers, switches, firewalls, and wireless access points, to ensure optimal network performance and security.
• Developed and enforced IT policies and procedures to ensure compliance with industry regulations and best practices, resulting in improved network reliability and data security.
• Facilitated training sessions for help desk staff on troubleshooting techniques, customer service skills, and new technologies, leading to improved overall team performance and employee satisfaction.

• Led a team of network technicians to effectively maintain and troubleshoot network infrastructure, resulting in improved network reliability and uptime
• Oversaw the design and implementation of network security measures to protect sensitive company data and prevent cyber threats
• Conducted regular performance evaluations and provided ongoing training to ensure team members were equipped with the necessary skills and knowledge
• Managed vendor relationships and negotiated service contracts to ensure cost-effective solutions for network maintenance and upgrades
• Collaborated with the IT department and other stakeholders to develop and implement network expansion plans to support company growth and scalability