Summary
Education
Timeline
Overview
Work History
Skills
Certification
Work Availability
Work Preference
Quote
Languages
SeniorSoftwareEngineer

Jose Casanova

Aspiring Software Engineer | IT Support Specialist
Horsham,PA

Summary

An Aspiring Software Engineer currently pursuing a Bachelor of Science in Computer Science with a specialization in Software Engineering. Bringing over three years of hands-on experience in technical support from IONOS, with a proven track record of troubleshooting complex server issues and delivering exceptional customer service.

Holds a CompTIA IT Fundamentals+ certification along with specialized training in software engineering, demonstrating a commitment to continuous learning and growth in the IT field. Expertise includes system architecture, network security, and cloud technologies, aiming to leverage these skills to contribute to innovative IT solutions and drive transformative projects in the tech industry.

Education

Bachelor of Science - Computer Science

Southern New Hampshire University
Hooksett, NH
02.2022 - Current

Associate of Science - Computer Science

Montgomery County Community College
Blue Bell, PA
08.2017 - 05.2020

Timeline

CompTIA IT Fundamentals+ (ITF+)

08-2024

Third Level Server Support Representative

IONOS
05.2022 - Current

Bachelor of Science - Computer Science

Southern New Hampshire University
02.2022 - Current

Server Technical Support Representative

IONOS
01.2021 - 05.2022

Software Engineering (MCCC)

05-2020

Associate of Science - Computer Science

Montgomery County Community College
08.2017 - 05.2020

Overview

5
5
years of post-secondary education
4
4
years of professional experience
2
2
Certificates

Work History

Third Level Server Support Representative

IONOS
Philadelphia, Pennsylvania
05.2022 - Current
  • Deliver expert technical support for root server customers via phone, chat, and email, addressing escalated issues across various hosting environments including VDS, VPS, dedicated, managed, and shared hosting.
  • Troubleshoot complex technical, billing, and account management concerns, ensuring each customer receives tailored solutions that meet their specific needs.
  • Mentor and train team members to enhance service quality and productivity, contributing to departmental KPIs related to quality, efficiency, and revenue generation.
  • Administer tasks related to Plesk and cPanel, Linux and Windows escalations, and network troubleshooting.
  • Process backup restore requests and actively monitor and resolve technical bugs that enhance customer satisfaction.

Server Technical Support Representative

IONOS
Chesterbrook, PA
01.2021 - 05.2022
  • Provided technical support for customers utilizing dedicated, root, and VPS server products, ensuring a high level of customer satisfaction and effective resolution of technical and billing issues.
  • Educated customers about IONOS products, processes, and services while upselling products based on customer needs, contributing to significant revenue growth.
  • Managed workload efficiently to meet departmental productivity goals, gaining a strong foundational understanding of web hosting concepts and protocols (HTTP, DNS, FTP, SSH, RDP).

Skills

System Administration

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Certification

Software Engineering (MCCC)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementCompany CultureFlexible work hoursPaid time offTeam Building / Company RetreatsPaid sick leavePersonal development programsWork-life balanceHealthcare benefitsWork from home option401k match

Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Languages

English
Native or Bilingual
Jose CasanovaAspiring Software Engineer | IT Support Specialist