Kenneth Alonso
Lathrop,CA
Summary
IT Support Engineer III from VMware Enterprise, adept in VMware vSphere and Horizon View, with a proven track record in enhancing system efficiency through expert hardware diagnostics and application support. Excelled in resolving complex technical issues, boosting customer satisfaction by skillfully managing escalated service requests. Demonstrates strong problem-solving abilities and effective communication, ensuring seamless operations and team synergy.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support Engineer III
VMware Enterprise
Palo Alto, California
01.2018 - Current
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
- Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
- Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Managed the configuration and setup of customer accounts and systems.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Maintained positive working relationship with fellow staff and management.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Assisted in troubleshooting problems related to operating systems or application software running on virtual machines.
Education
Associate of Science - IT Network Security And Information Technology
San Francisco City College
San Francisco06-2017
Skills
- Operating systems
- Application support
- Hardware diagnostics
- Network diagnostics
- Desktop support
- Software diagnosis
- Videoconferencing
- Mac systems
- Network configuration
- VMware vSphere: Install, Configure, and Manage
- VMware Horizon View (VDI)
Certification
Certificate of Completion
- VMware vSphere: Install, Configure and Manage [V8]
- Installing and Configuring ESXi
- Deploying and Configuring vCenter
- Configuring vSphere Networking
Timeline
IT Support Engineer III
VMware Enterprise
01.2018 - Current
Associate of Science - IT Network Security And Information Technology
San Francisco City College
Similar Profiles
Apparao PrattipatiApparao Prattipati
Lead Business Analyst at VMwareLead Business Analyst at VMware
Komal KritiKomal Kriti
Technical Support Engineer -2 at VMware Software India Pvt. Ltd. (VMware By Broadcom)Technical Support Engineer -2 at VMware Software India Pvt. Ltd. (VMware By Broadcom)
Chitra ShettyChitra Shetty
Business Analyst 1 - IB Services at VMware Software India Private Limited VMware Inc. (NYSE: VMW), The Global Leader In VirtualizationBusiness Analyst 1 - IB Services at VMware Software India Private Limited VMware Inc. (NYSE: VMW), The Global Leader In Virtualization
Margie MelgerMargie Melger
Office Assist/Governmental Program Analyst at Real Estate Services -Dept of General ServicesOffice Assist/Governmental Program Analyst at Real Estate Services -Dept of General Services
Angel NavarroAngel Navarro
Water Truck Driver at Valley Water TrucksWater Truck Driver at Valley Water Trucks