Napoleon Nunez
Customer Engineer II
Orlando,FL
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
6
6
years of professional experience
Work History
Customer Engineer II
NCR Corporation
Orlando, FL
05.2020 - Current
- Used remote diagnostic tools to identify sources of certain customer issues.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Trained customers to use and maintain equipment to reduce service issues.
- Answered incoming support inquiries via chat, phone and email.
- Established empathy with customers through insight into business drivers and expectations to offer personalized service.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Designed and evaluated WAN and LAN connectivity technologies.
- Diagnosed and executed resolution for network and server issues.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Documented all changes and actions in computer-based tracking system.
IT Technician II
Computer Aid, Inc.
Orlando, FL
01.2020 - 06.2020
- Delivered onsite Help Desk support for over 200 employees.
- Configured hardware, devices and software to set up work stations for employees.
- Managed Domain user accounts using Windows Active Directory.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Completed all job reports and logs immediately following service calls.
Mac Operator
Data Transfer Solution
Orlando, FL
11.2019 - 02.2020
- Analyze and maintain GIS applications and databases.
- Perform mapping and digital data development to help update GIS databases.
- Troubleshoot any computer and equipment issues that arise.
- Prepare and compile technical reports along with GIS data to be finalized.
- Group Leader, ensuring daily operational needs are met.
- Contributed to underwater GIS operations, including surveilling and planning imaging and data collection.
- Combined remotely-collected and on-site data acquisition to generate unified geographic mapping information.
Network Technician
Xponet
Orlando, FL
02.2019 - 10.2019
- Managed security operations for more than 2000 computers in network, related systems and maintenance protocols.
- Installed equipment for data communications networks including cabling, wireless routers and telephone systems.
- Supported users both local and by phone with problem resolution and education.
- Troubleshot hardware and software to determine and rectify network problems.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
Tier 3 Technical Support Representative
Spectrum
Orlando, FL
06.2016 - 02.2019
- Managed over 100 customer calls per day
- Configured hardware, devices and software to set up work stations for employees. Explained Technical information in clear terms to non-Technical individuals to promote better understanding.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Education
High School Diploma - Information Technology
Colonial High School
Orlando, FL05.2006
Skills
- Business Operations
- Issue Tracking
- Call Center Environment
- Call Center Technology
- Application Support
- Support Services
- Termination Procedures
- Time Management And Prioritization
- Technical Support
- Troubleshooting
Timeline
Customer Engineer II
NCR Corporation
05.2020 - Current
IT Technician II
Computer Aid, Inc.
01.2020 - 06.2020
Mac Operator
Data Transfer Solution
11.2019 - 02.2020
Network Technician
Xponet
02.2019 - 10.2019
Tier 3 Technical Support Representative
Spectrum
06.2016 - 02.2019
High School Diploma - Information Technology
Colonial High School
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