Jorge Mario Hurtado
Orlando,FL
Summary
Experienced System Support Engineer familiar with user support and root cause analysis. Advanced knowledge of Technology operations and dedication to see issues through to end. Works well in remote and desk-side environments. Results-oriented Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Support Engineer
Asic
07.2016 - 08.2018
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Created user accounts and assigned permissions.
- Assisted in development of system security protocols.
- Connected to computer of client using remote link to install programs and applications.
- Offered assistance in implementing and developing training programs.
- Collaborated with outside departments to implement system-wide improvements.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Developed and implemented preventive maintenance procedures.
Technical Support Engineer
Tecolsoft
08.2012 - 06.2016
- Mentored junior members of the team on best practices in issue resolution techniques.
- Researched and identified solutions to technical problems.
- Tested new software and hardware prior to deployment.
- Gathered trend data from customer calls and interactions.
- Installed, configured and maintained computer systems and network connections.
- Researched new tactics to better hone responses and shorten remediation times.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
System Assistant
Comfamiliar (Colombia)
07.2011 - 07.2012
- Reduced system downtime with proactive maintenance and regular updates to ensure optimal functionality.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Wrote and updated detailed technical documentation for software applications.
- Implemented and maintained software solutions according to customer requirements.
- Implemented robust backup strategies to prevent loss of critical data while maintaining compliance with industry regulations.
- Collaborated effectively within multidisciplinary teams to achieve shared objectives in a fast-paced environment.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided basic end-user troubleshooting and desktop support.
Education
System Engineer - Systems Engineer
Universidad Catolica De Pereira
Colombia 12.2011
Skills
- Microsoft Windows and Office
- Support Services
- Analytical and Methodical
- Web Security
- Software Patches
- Collaborative Team Player
- VoIP Installation
- LAN/WAN
- Teamwork and Collaboration
- User Support
- Backup and recovery
- Friendly and Patient
- Software Upgrades
- Software diagnosis
- Software Support
- Equipment Repair
- Remote Support
- Technical Analysis
- Desktop support
- Hardware and Software Configuration
Certification
- Certified Office 365 Essentials for information Workers
- Certified CISCO IT Essential 1 Hardware and Software
- Certified Windows 8 Vista
- Certified in Customer Service
Languages
Spanish
Full Professional
English
Elementary
Timeline
Support Engineer
Asic
07.2016 - 08.2018
Technical Support Engineer
Tecolsoft
08.2012 - 06.2016
System Assistant
Comfamiliar (Colombia)
07.2011 - 07.2012
System Engineer - Systems Engineer
Universidad Catolica De Pereira
- Certified Office 365 Essentials for information Workers
- Certified CISCO IT Essential 1 Hardware and Software
- Certified Windows 8 Vista
- Certified in Customer Service
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