Juan Mora Jr
Tampa,FL
Summary
Resourceful Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacting all customer interactions and engineering efforts for supported products.
Overview
20
20
years of professional experience
Work History
Associate Technical Consultant
Virtusa
Tampa, FL
07.2021 - 09.2022
- Provide application support as a tier 2 technical support analyst
- Prepare laptops and configured hardware devices and software to set up employee work-stations for end-user utilization
- Patched software and installed new versions to eliminate security problems and protect data
- Create access cards for manager distribution at restaurants
- Provide proactive, responsive, and efficient executive-level IT and project support for Bloomin Brands executive leadership team and executive admins who support them
- Use of remote tools, such as Bomgar, to remotely connect to user and remote machines
- Accurately manage crisis escalation with technical teams in the pursuit of resolving complex issues
- Provided on-site support to systems ranging from desktop PC to cell phone setup
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments
Desktop Support Analyst
Lazydays RV
Seffner, FL
06.2021
- Troubleshoot and resolve escalation issues associated with PCs, laptops, network, local servers, printers, remote access and file shares
- Diagnose and resolve technical hardware and software issue then remediate root cause with analysis
- Provide customer service through helpdesk
- Accurately log, track and route all problems and requests using ticket tracking software, document resolutions
- Log all help desk interactions – administer helpdesk software
- Follow and assist in developing standard helpdesk operating procedures
- Develop fundamental operations of commonly used software, hardware and other commonly used equipment
- Resolve complex issues that involve internal and external developers.
Service Operations Analyst
Guidehouse Information Technology vía The Judge Group
Tampa, FL
07.2020 - 10.2020
- Part of team that assisted users with pre and post Windows 10 migration process
- This conversion needed to be performed very quickly, and the plan was to do the bulk of these in an in-house, assembly line model
- Assisted users via conference calls that were related with migration to a new environment by moving them from Government Azure cloud space to commercial
- Attended conference calls related to various file issues/topics and provided consultation relative to resolution and next steps
- There were 1,500 laptops that needed to be migrated to the new domain.
Service Operations Analyst
Cognizant Technology Solutions via EIT Professionals
Tampa, Florida
03.2020 - 06.2020
- During global pandemic, resources were limited to remote end-user support
- Unboxed and setup new PCs
- Assisted users with logging into the local domain, access network and local printers, also completed basic troubleshooting issues on Windows 10
- Instructed employees on how to use their new hardware and how to navigate through applications
- This was done via email and video chat using MS Teams
- Use of remote tools such as WebEx to remotely connect to user machines.
Desktop Support
Associated Computer Systems, Inc via Insight Global
Clearwater, FL
01.2020 - 02.2020
- Part of a team that replaced existing hardware at four different retirement homes and helped troubleshoot any issues that may have occurred during transition
- This was a client-facing position.
Service Desk Analyst
Ultimate Medical Academy
Tampa, FL
05.2013 - 09.2019
- Supporting and responding to customer requests via calls thru the Help Desk call queue and ticket submissions to the Service Center Help Desk ticketing application
- This was accomplished for employee and student populations locally and remotely
- This included user account creation and deletion in Active Directory, also involved in the termination process of some employees
- Assisted desktop and laptop computer users with software and hardware issues including Windows 10, MS Office 365 and other software used for proprietary purposes
- This was for 500 to 1000 users
- Performs first-level network administration duties responsible for the creation of all new hire accounts
- Account creation in e-mail and telephone systems and proprietary business accounts
- Performed second-level support for incoming student system inquiries
- Support and maintain a range of make/models of desktops, laptops, smart phone and desktop telephony equipment
- Performed administrative functions to complete required tasks including but not limited to accurately recording support requests in Service Center ticketing system
- Customer follow up
- Reports all Nimsoft alarms and alerts to the on-call Engineer with follow-up to resolution keeping with expected SLA timeframes
- Work hour coverage of SQM responsibilities (M- Fri 8:00AM - 6PM) as well as on rotation on-call support
- Creating/maintaining/following detailed SOP and other documentation
- Works with hardware vendors on warranty repairs
- Facilitated preparation and distribution of end user technologies, including computers and telecommunications equipment
- Experience with PC imaging technology and remote workstation control and troubleshooting tools
- Adhere to help desk workflows and procedures
- When necessary; work with level two Engineers to assist with moves of workstations and phones throughout the organization
- Demonstrated knowledge of, and carefully followed all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, ABHES, and CIE
- Effectively communicate compliance requirements to students and other staff as appropriate and quickly escalate any compliance concerns to the Compliance department.
Technical Support Associate
Nielsen Solution Center/GBS Operations
Oldsmar, FL
01.2013 - 04.2013
- Provide world-class application as a second level technical support analyst
- Provide phone and email support for clients contacting the Nielsen Solutions Center
- Provide support for limited Nielsen proprietary applications by troubleshooting basic software, hardware, application, communications issues and limited trainings across a small range of Nielsen services
- Assisted clients with MS Outlook e-mail account setup as well as use
- Provide complete and accurate information in Call Tracking Tool, to include contact information, issue summary, issue status, next steps and system configuration
- Begin troubleshooting effort for external/internal client issues
- Investigate and suggest potential resolutions or work-around after validating with Support Specialist or Senior Support Specialist
- Escalate appropriately to next level NSC Specialists when required and in a timely manner
- Provide timely and accurate feedback to clients
- Follow up with clients after their issue has been resolved.
Tier 1 Customer Support Representative
Verizon Wireless/Cellco Partnership
Tampa, FL
09.2010 - 01.2013
- Responsible for customer inquiries in reference to consumer and business cell phone accounts
- Review monthly bills with consumers and research payments received for correct application
- Assist with pricing and knowledge for various company products
- Perform Tier 1 Help Desk troubleshooting on cellular devices including smartphones, tablets, modems, and hotspots.
Education
Novell Education Certificate, Certified Novell Administrator -
Computer Education Services Corporation
2002
Associates degree - Computer Information Systems
Hillsborough Community College
1993
Skills
- Windows 10
- Windows 7
- MS Office 365/2013/2010TCP / IP
- Account Administration
- VPN / SecurID
- Defect Analysis and Resolution
- User Support and Troubleshooting
- Apple IOS
- Avaya Centre Vu Call Monitoring System
- Remote Technical Support
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Associate Technical Consultant
Virtusa
07.2021 - 09.2022
Desktop Support Analyst
Lazydays RV
06.2021
Service Operations Analyst
Guidehouse Information Technology vía The Judge Group
07.2020 - 10.2020
Service Operations Analyst
Cognizant Technology Solutions via EIT Professionals
03.2020 - 06.2020
Desktop Support
Associated Computer Systems, Inc via Insight Global
01.2020 - 02.2020
Service Desk Analyst
Ultimate Medical Academy
05.2013 - 09.2019
Technical Support Associate
Nielsen Solution Center/GBS Operations
01.2013 - 04.2013
Tier 1 Customer Support Representative
Verizon Wireless/Cellco Partnership
09.2010 - 01.2013
Novell Education Certificate, Certified Novell Administrator -
Computer Education Services Corporation
Associates degree - Computer Information Systems
Hillsborough Community College
Similar Profiles
Matheshwaran PMatheshwaran P
Software QA Test Engineer at VirtusaSoftware QA Test Engineer at Virtusa
Nikita SinghNikita Singh
Executive - Facilities and Sustainability at VirtusaExecutive - Facilities and Sustainability at Virtusa
NIFRAZ THAJUDEENNIFRAZ THAJUDEEN
Lead Software Engineer at VirtusaLead Software Engineer at Virtusa
Paul D. Conley IIIPaul D. Conley III
Senior Technical Writer at VirtusaSenior Technical Writer at Virtusa
Dylan WhitneyDylan Whitney
Lead Landscaper at Sweet William Garden & DesignLead Landscaper at Sweet William Garden & Design