Juan Octavio Dominguez Barroso
El Paso ,Texas
Summary
Proactive Technical Support Engineer with more than 5 years of experience helping clients maintain smooth operations. Expertise in Slot and roulette systems and Casino environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components. Knowledgeable and dedicated customer service professional with extensive experience in the door lock industry. Motivated to maintain customer satisfaction and contribute to company success. Specialized in quality, speed, and process optimization. Assisting in back up and management of servers and databases. Additionally Generated documentation and information required for customer shipments., managed loading, unloading, movement, and sorting of supplies to keep deliveries on schedule, prepared and presented reports to management on logistics performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Computer Systems Engineer
Elite Transports
09.2023 - Current
- Improved network security by designing and implementing robust firewall systems and intrusion detection protocols.
- Streamlined workflows for increased efficiency through optimization of software and hardware configurations.
- Enhanced system performance by conducting thorough evaluations and implementing necessary updates.
- Increased user satisfaction with IT support services, addressing technical concerns in a timely manner.
- Evaluated emerging technologies to determine potential benefits for integration into existing system architecture.
IT Manager/Logistics Coordinator
DIDSA
05.2022 - 07.2023
- Generated documentation and information required for customer shipments.
- Managed loading, unloading, movement, and sorting of supplies to keep deliveries on schedule.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Prepared and presented reports to management on logistics performance.
- Oversaw development and implementation of improvements to support and network operations.
- Worked closely with management teams to plan, develop, and execute technical strategies aligned with the client's vision.
- Installation and maintenance of office equipment and CCTV.
- create databases, and digitalize the whole operation.
- Started assisting with implementing the CTPAT certification for the company to become a more secure and prepared company to serve customers better.
Technical Support Engineer
Euro Games Technology Mexico
10.2021 - 05.2022
- Customer assistance 24/7 via phone call, email (via ticketing system), or Whatsapp.
- Constant diagnosis and repair of machines and roulette issues either myself or with more experienced coworkers or Bulgarian technical support assistance.
- Create a weekly plan of daily activities and a daily report of all the activities that were made.
- Once the fix, maintenance, monthly counters, or other activities are done, they have to be reported in the Field Service App from start point to end.
- Provide our customers an expectation of when we will perform any activity (fix, maintenance, monthly counters).
- When a part is required, the request is done via email to our warehouse in Mexico City with all the information required for them to be shipped.
IT Manager/Assistant Manager
DIDSA
01.2021 - 10.2021
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Oversaw development and implementation of improvements to support and network operations.
- Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
- Installation and maintenance of office equipment and CCTV.
- Skilled at working independently and collaboratively in a team environment.
IT Staff /Customer Support Agent
INFOLINK SA
02.2020 - 12.2020
- Fixed issues with August and Yale smart locks.
- Assisted our quality and IT managers in creating and implementing ISO27001 security standards.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Configured hardware, devices, and software to set up workstations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
Door Salesman
Fundidora Linares SA De CV
03.2018 - 03.2020
- Used persuasive sales techniques to convince clients to purchase an aluminum address plaque.
- Cold-face to face-house by house sales and closed a large number of new sales over several months.
- Drove team revenue totals by bringing in top sales numbers.
- Complete 10 to 20 follow-up appointments or calls each week to connect with warm leads.
- Met and exceeded revenue goals by 50% through generating new leads and identifying new clients.
Technical Support Engineer
Gold Club/ Win Systems
05.2015 - 03.2018
- Customer assistance 24/7 via phone call, email (via ticketing system), or WhatsApp.
- Constant diagnosis and repair of machine issues either myself or with more experienced coworkers or Slovenia technical support assistance.
- Created a weekly plan of daily activities
- Once the fix, maintenance, or other activities were done, fill out a report of all the activities that were made and request customers to sign it when solved.
- Provided our customers an expectation of when we would perform any activity (fix, maintenance, installation, or removal)
- When a part is required, the request is done via email to our warehouse in Mexico City with all the information required for them to be shipped.
Slot Machine Technician
Gran Casino Juarez
01.2015 - 05.2015
- Installed and configured slot machines, surveillance cameras, speakers, computers, radios, printers, rack for the IT server site, and employee's biometric clocker.
- Performed minor repairs and made adjustments to slot machines to resolve common problems.
- Adjusted slot machines, and electronic and electro-mechanical equipment to verify maximum efficiency.
- Explained game instructions and rules to customers.
- Informed security personnel and supervisors of problems, violations, or irregularities.
- Responded to inquiries by addressing player questions about game operations, machine functions and payouts.
- Wrote technical reports and developed graphs, schematics and charts to describe and illustrate system operating characteristics, malfunctions and functional limitations.
Education
Master of Science - Logistics Management And Human Resourses
Universidad Cultural
C. Simona Barba 6100, Villa Hermosa08.2025
Bachelor of Science - Computer Science Engenieer
Universidad Cultural
C. Simona Barba 6100, Villa Hermosa12.2014
Skills
- Computer Hardware and Software Knowledge
- Reparation and replacing damaged parts on office devices
- Customer Service
- Team Work
- Technical Troubleshooting
- Multimedia Presentations
- Critical Thinking
- International Shipments
- Document Generation
- Transportation and Logistics Coordination
- Fleet Dispatching
- Shipment Routing
- Motivational Leadership
- Microsoft Active Directory
- Fleet Dispatching
- Shipment Routing
- Motivational Leadership
- Microsoft Active Directory
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
French
Beginner (A1)
Certification
Lean Six Sigma White Belt
Timeline
Computer Systems Engineer
Elite Transports
09.2023 - Current
IT Manager/Logistics Coordinator
DIDSA
05.2022 - 07.2023
Technical Support Engineer
Euro Games Technology Mexico
10.2021 - 05.2022
IT Manager/Assistant Manager
DIDSA
01.2021 - 10.2021
IT Staff /Customer Support Agent
INFOLINK SA
02.2020 - 12.2020
Door Salesman
Fundidora Linares SA De CV
03.2018 - 03.2020
Technical Support Engineer
Gold Club/ Win Systems
05.2015 - 03.2018
Slot Machine Technician
Gran Casino Juarez
01.2015 - 05.2015
Master of Science - Logistics Management And Human Resourses
Universidad Cultural
Bachelor of Science - Computer Science Engenieer
Universidad Cultural
Lean Six Sigma White Belt
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