Julian Diaz
Beaufort,South Carolina
Summary
Detail-oriented Help Desk Supervisor with extensive knowledge of Autotask PSA and Datto RMM. Adept at maintaining relationships with customers and providing comprehensive support. Successful at answering questions and troubleshooting.
Overview
2
2
years of professional experience
Work History
Help Desk Supervisor
SNS Technologies
Bluffton, SC
10.2021 - Current
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Resolved escalated customer complaints in a timely manner.
- Maintained records, logs and lifecycle documentation of work requests.
- Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Built and maintained successful relationships with service providers, vendors, dealers and consumers.
- Collaborated with vendors, suppliers when required for procuring hardware, software solutions.
- Provided technical support to customers via phone, email, and remote access.
- Developed and implemented help desk policies and procedures.
Education
Associate of Applied Science - General Technology
Technical College of The Lowcountry
Beaufort, SC05-2021
Skills
- Leadership Trained
- LANs
- SLA Management
- Remote Support
- Service Desk Team Supervision
- Helpdesk Support Coordination
- Hardware Troubleshooting
- End-User Training
- Client Relationship Management
- Scheduling
Additional Attributes
- Experience in managing as well as installing VOIP phones.
- Comprehensive knowledge of Microsoft 365 Admin tools as well as Microsoft Active Directory.
- Extensive knowledge of maintaining as well as installing VOIP phones
- Background in effectively promoting and selling technology hardware solutions.
- Experience with Fortinet network equipment.
- Pursuing Network + certification
Timeline
Help Desk Supervisor
SNS Technologies
10.2021 - Current
Associate of Applied Science - General Technology
Technical College of The Lowcountry