Juan Alvarez
Casselberry
Summary
Seasoned Technical Support Engineer with a demonstrated history of delivering exceptional service to clients, spanning diverse business environments, from individuals to small businesses with up to 50 employees. Recognized for meticulous attention to detail, unwavering dedication, and a trajectory marked by rapid advancement within previous roles. Eager to leverage expertise and commitment in contributing to a forward-thinking organization for long-term career growth
Overview
8
8
years of professional experience
Work History
Technical Support Supervisor
Kaseya
09.2022 - Current
- BCDR L1 Technician
- Liaison for tickets spanning different departments and levels of support, working or transferring them as necessary
- Upheld high customer service standards as reflected by customer satisfaction metric
- Led the Orlando office in ticket solves and calls taken at end of tenure in this position (60+ technicians)
- Chosen to assist in training new hires after 4 months on the job, explaining processes/workflows/troubleshooting
- Designated acting senior tech after 5 months on the job
- Assigned escalations by my supervisor to address difficult technical cases or upset partners in customer service related escalations
- One of two technicians chosen to represent Kaseya/Datto at the Channel Partner Expo and MSP Summit convention in Las Vegas in early 2023
- Technical Support Supervisor
- Promoted to supervisor after 7 months on the job
- Led a team of up to 14technicians at a time
- Interviewed and evaluated candidates for hiring into a technical role
- Provided coaching to technicians to help address areas of improvement leading for ongoing development
- Oversaw promotions of several technicians out of the L1 role to various positions, such as to an elevated support role
- Held team meetings regularly to discuss policy changes, problem tickets, and improving moral
- Regularly sought feedback from management and my team to improve and grow as a supervisor
- Developed guides, templates, and instructions for technicians and other supervisors to communicate procedural changes, standardize processes/interviews, and improve efficiency of folding in new hires to the team
- Joined small leadership team in a lateral move to another product in order to stand up the department, identify future leadership, and iron out workflows/processes
- Improved key metrics tracked by the organization in as little as 2 weeks after transitioning to the new department, notably customer satisfaction, initial response rates, and addressing backlog
- Rewarded equity in the company as recognition for achievements in first year of employment
- Took on the responsibility of revamping the interview process including coming up with new questions and conducting test interviews to fill out existing teams with qualified personnel
- First employee based in the Orlando office to achieve the Remote IT System Management (RITSM) certification
- Established a standardized training process to get new hires up to speed and ready to hit the floor
- Worked with the engineering team to address infrastructure errors proactively
AIT Contractor
AdventHealth Medical Group
08.2021 - Current
- Reviewed plans from architects and consulted with clients to gain deeper understanding of project plans, constraints and objectives.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Delivered, installed, and maintained equipment necessary to various sites across central Florida.
- Integral part of a company wide transition to a new EMR by configuring machines in accordance to company policy.
- Understood and followed company best practices as well as legal restrictions, such as HIPAA.
- Resolved work tickets in a timely and efficient manner.
Support Engineer
BrickTech IT
09.2019 - Current
- Performed root cause analysis and general troubleshooting.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices and software to set up work stations for employees.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Wrote blog articles to engage potential and current clients through the company website.
Deli Clerk
Publix Super Markets
06.2016 - 12.2019
- Created appealing food arrangements for party trays and specialized orders.
- Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests.
- Delivered exemplary customer service to all guests, even in peak business periods to promote retention.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Handled busy, fast-paced situations and agitated customers with relative ease while remaining professional and calm.
- Listened to customer requests and suggested additional menu items as appropriate to upsell products.
- Managed and wrote the first newsletters to be distributed storewide.
- 2 time recipient of Employee of the Month award.
Education
Bachelor of Science - Information Systems Technology
Seminole State College of Florida
Sanford, FL12.2021
High School Diploma -
Winter Springs High School
05.2016
Skills
- Troubleshooting and Diagnostics
- Onsite Technical Support
- Network Troubleshooting
- Disaster Recovery Planning
- Technical Writing
- Hardware and Software Installation
- Remote Technical Support
- Highly Professional
- Information Security
- Desktop support
- Hardware diagnostics
- Software Installation
Languages
English
Native or Bilingual
Spanish
Full Professional
Affiliations
- CyberPatriots
- Network Internet Technology Association (NITA)
References
Ryan Jovanelly
RJovanelly@datto.com
Jason Ortiz
JOrtiz@datto.com
Mike Jenkins
Michael.Jenkins@bricktechit.com
Timeline
Technical Support Supervisor
Kaseya
09.2022 - Current
AIT Contractor
AdventHealth Medical Group
08.2021 - Current
Support Engineer
BrickTech IT
09.2019 - Current
Deli Clerk
Publix Super Markets
06.2016 - 12.2019
Bachelor of Science - Information Systems Technology
Seminole State College of Florida
High School Diploma -
Winter Springs High School