Luis Collazo
Daytona Beach,FL
Summary
Results-driven Support Engineer and Army Veteran with over 10 years of experience in providing exceptional technical support, managing IT projects, and optimizing infrastructure. Proven ability to independently manage projects, troubleshoot complex technical issues, and automate tasks to improve efficiency. Seeking a Computer Support Analyst II position to leverage expertise in end-user support, system administration, and process automation.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Malwarebytes
04.2023 - Current
- Enhance customer satisfaction by responding to customer-initiated interactions such as phone calls and emails, achieving a CSAT rate of 93%, resulting in timely and effective one-on-one communication
- Improve resolution times and increased customer satisfaction by investigating and addressing technical issues posted by users, ensuring accurate documentation within SLA in CRM, reflected by an average agent reply time of 630 business minutes
- Collaborate with cross-functional teams to identify and resolve customer issues, utilizing Salesforce and Zendesk for effective management and tracking of inquiries and resolutions
- Document and report on technical issues, contributing to process improvements and best practices.
Technical Support Expert - BCDR
Datto
09.2023 - 03.2024
- Provided technical support to customers over the phone and via email, achieving a 90% customer satisfaction rate
- Investigated system logs using terminal and advanced package tools (APT) to update firmware and troubleshoot issues
- Utilized basic shell scripts for task automation and to prevent potential data and file structure issues
- Documented and reported on technical issues, contributing to process improvements and best practices
Field Engineer II
AOK Networking
03.2023 - 09.2023
- Established rapport with clients by maintaining open lines of communication and addressing concerns promptly and professionally.
- Monitored network performance and identified potential threats using network analysis tools
- Provided on-site and remote support, troubleshooting hardware, software, and network issues, leading to a 90% customer satisfaction rate.
- Performed technical investigations and root cause analysis, creating documentation to reduce daily issues
Technical Support Analyst
OrLANtech, Inc.
03.2021 - 03.2022
- Documented and reported on technical issues, contributing to process improvements and best practices
- Resolved complex technical issues in network, system, and software layers
- Performed technical investigations and root cause analysis, creating documentation to reduce daily issues
- Provided technical support for Microsoft's core business applications and operating systems
System Administrator
Brooklyn Defender Services
09.2017 - 03.2021
- Managed and maintained LAN, servers, and workstations, ensuring system security and HIPAA compliance
- Assisted in network upgrades, file server migrations, and virtualization projects
- Administered software, hardware, and server support, troubleshooting and resolving issues
- Automated system monitoring tasks using Python scripts resulting in a 75% decrease in security incidents through proactive issue detection.
Education
Certificate of Completion - Junior SOC Analyst
Security Blue Team
01-2025
Certificate of Completion - Information Technology
PerScholas, Inc.
Bronx, NY08.2017
Associate of Science - Information Technology
Monroe College
Bronx, NY06.2014
Certification
- CompTIA A+ - Computing Technology Industry Association
- CompTIA Network+ - Computing Technology Industry Association
Timeline
Technical Support Expert - BCDR
Datto
09.2023 - 03.2024
Technical Support Engineer
Malwarebytes
04.2023 - Current
Field Engineer II
AOK Networking
03.2023 - 09.2023
Technical Support Analyst
OrLANtech, Inc.
03.2021 - 03.2022
System Administrator
Brooklyn Defender Services
09.2017 - 03.2021
Certificate of Completion - Junior SOC Analyst
Security Blue Team
Certificate of Completion - Information Technology
PerScholas, Inc.
Associate of Science - Information Technology
Monroe College
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