Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Luis Acevedo

Lutz,FL

Summary

Smart Technical Support Associate with hands-on technical troubleshooting and problem-solving experience. Highly skilled at resolving technical issues. Deep knowledge base and critical-thinking skills proven to consistently deliver effective first-call resolutions.

Overview

9
9
years of professional experience

Work History

Technical Support

Site Tech Services
Tampa, FL
11.2023 - 07.2024
  • Worked in an MSP environment assisting end users with equipment, password and networking/application issues
  • Used Active Directory and group policy to manage clients environments
  • Troubleshoot peripheral and third party devices such as but not limited to Printers, scanners, Check Card readers etc
  • Create technical documentation for new and existing employees
  • Assisted management in training new employee's
  • VoIP support including but not limited to call routing, ring group changes, assigning ext's and troubleshooting connection issues
  • Administered and maintained customer O365 and Azure environments.

Technical Support Analyst

Capital One
Tampa, FL
04.2017 - 10.2023
  • Participated in the Merchant Callback (MC) pilot, resulting in crediting over $12,000 to customers and reducing dispute volumes.
  • Recognized with 28 Medallia’s from Customer Surveys and received 5 Customer Compliment Calls.
  • Established a "Kudos" peer recognition program, implemented in team meetings.
  • Conducted side-by-side sessions for existing team members and new hires to share knowledge and best practices.
  • Provided remote support services for clients using virtual private networks or other remote access technologies.
  • Developed training materials and conducted training sessions for new users on the use of company software applications.
  • Installed, configured, tested, maintained, monitored, and troubleshot operating systems, application software, hardware devices, printers, scanners.
  • Created and managed tickets in our ticketing system (ServiceNow).
  • Managed various tasks including software installation, virus removal, and data backup.
  • Assisted End users with password resets.

Technical Support

Spectrum
Tampa, FL
08.2015 - 04.2017
  • Troubleshot modem and router issues, scheduled field technicians for external equipment failures
  • Maintained and exceeded all Metric Requirements, resolved issues on the first call
  • Assisted customers with network and software problems
  • Expertly troubleshooted Spectrum email accounts, ensured correct server settings (IMAP/POP) and configured email server ports for optimal performance.
  • Configured routers and switches for optimal network performance.
  • Trained staff members on proper use of equipment, processes and procedures.
  • Performed preventative maintenance on equipment and systems to ensure optimal performance.
  • Investigated root causes of recurring problems with specific hardware or software configurations.
  • Drove company vehicles to and from customer locations to perform field maintenance.

Education

High School Diploma -

Gaither High School
Tampa, FL

Skills

Microsoft Office, Word, Excel, PowerPoint, Outlook

Windows 7, 8, 81, 10, & 11

Remote access TeamViewer, BeyondTrust, Ninja Remote

Virtualization Technologies

System Troubleshooting

Team Collaboration

User Support

Hardware Installation

Software Management

Technical Troubleshooting

Mobile Device Management

Multitasking

Excellent Communication

Adaptability

Phone systems : 3cx, Digium

Internet Explorer, Google Chrome, Mozilla Firefox, Google Drive, Google Docs

Active Directory

Bi-lingual: Fluent in English and Spanish

Languages

Spanish
Professional

Timeline

Technical Support

Site Tech Services
11.2023 - 07.2024

Technical Support Analyst

Capital One
04.2017 - 10.2023

Technical Support

Spectrum
08.2015 - 04.2017

High School Diploma -

Gaither High School

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Luis Acevedo