Job Search Status
Open to workDesired start date: Open to discussion
Desired Job Title
Project CoordinatorIT TechnicianWork Type
Full TimeLocation Preference
On-SiteLocation: La Porte, TX
Open to relocation: No
Open To Work
Verified
This profile is verified using an email address.
Alejandro Nicolau Cruz
IT Support
La Porte,TX
Work Preference
Summary
IT Technician and Project Coordinator experienced in technical troubleshooting and customer support. Managed IT operations and complex projects, enhancing service delivery and workflow efficiency through effective problem-solving and team collaboration. Focused on driving process improvement and delivering timely results.
Overview
7
7
years of professional experience
Work History
Project Coordinator
ETECSA
La Havana
07.2020 - 11.2022
- Developed and implemented project plans, established timelines, and tracked progress to ensure timely completion of deliverables.
- Coordinated project timelines and deliverables, ensuring alignment across multiple departments to meet project objectives.
- Collaborated with internal teams and external vendors to accomplish project goals.
- Coordinated with department leads to identify and outline solutions to client-specified challenges.
- Proposed process improvements that enhanced workflow efficiency and streamlined project execution.
- Prioritized needs and delegated assignments to simultaneously handle multiple projects.
- Assessed, monitored and reported on work progression.
- Monitored performance metrics such as cost, timeline, quality control and customer satisfaction levels.
- Assessed customer feedback in order to continuously improve service delivery processes or procedures.
IT Technician
ETECSA
La Havana
08.2015 - 11.2022
- Installed and configured computer hardware and software for end-users.
- Provided technical support and troubleshooting for network connectivity issues.
- Managed IT equipment inventory and coordinated repair services to ensure operational readiness.
- Assisted in the implementation of security protocols and updates for systems.
- Trained employees on new software applications and best practices for usage.
- Collaborated with team members to resolve complex technical problems efficiently.
- Documented procedures and technical specifications for internal reference materials.
- Troubleshot system issues related to network connectivity, software installation and configuration, printing.
- Installed and configured hardware, software, systems, networks, printers, and scanners.
- Provided technical support to users via telephone or remote access.
- Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
- Installed and configured operating systems on user machines.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Set up user profiles on local machines according to established standards.
- Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Responded to or escalated tickets based on severity and internal policies governing responses.
- Updated customers on incident response progress and provided resolution timeframe estimates to enhance communication.
- Participated in team meetings to discuss project status updates.
- Implemented security measures such as firewall configuration and virus protection software installation and updates.
- Assisted with the deployment of new applications and updates to existing applications.
- Diagnosed hardware failures using diagnostic tools such as PC Doctor or Windows Event Viewer.
- Notified internal and external customers of impending changes and agreed outages to prevent unexpected service disruptions.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- Coordinated ticket fulfillment across multiple technicians and teams to streamline processes and improve response times.
- Coordinated with vendors for repair services when needed.
- Oversaw daily performance of computer systems.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Installed, configured, maintained and upgraded Linux operating systems and services.
Education
High School Diploma -
IT Polytechnic Institute
Cienfuegos, Cuba05-2008
Some College (No Degree) - Computer Engineering
University of Computer Sciences
La Havana, CubaSkills
- Project management
- Requirements writing
- Process optimization
- Technical troubleshooting
- Software support
- Customer feedback analysis
- Attention to detail and critical thinking
- Training strategies
Languages
English
Professional
Spanish
Native/ Bilingual
Timeline
Project Coordinator
ETECSA
07.2020 - 11.2022
IT Technician
ETECSA
08.2015 - 11.2022
High School Diploma -
IT Polytechnic Institute
Some College (No Degree) - Computer Engineering
University of Computer Sciences