Summary
Overview
Work History
Education
Skills
Certification
Languages
Awards
Additional Information - Career Note
Personal Information
Languages
Timeline
Generic

Norvo Leo Cabrera

Groveland,USA

Summary

Dynamic technical support professional with proven expertise at Kaseya, achieving high first-contact resolution rates. Skilled in troubleshooting and customer service, I excel in system maintenance and network administration. Committed to enhancing client satisfaction through effective communication and proactive problem-solving, while maintaining compliance with industry standards.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Technical Support Level 1 BCDR Support

Kaseya
Orlando, FL
11.2024 - Current
  • Provided technical support to customers via phone, email, and chat, resolving 90% of issues on the first contact.
  • Assisted customers in troubleshooting software and hardware problems, guiding them through step-by-step solutions.
  • Documented customer interactions and resolutions accurately in the CRM system for future reference.
  • Developed a comprehensive knowledge base of product features, known issues, and troubleshooting techniques to provide efficient support.
  • Delivered exceptional customer service by actively listening to customers' needs and providing personalized solutions.
  • Participated in regular training sessions to stay updated on new products, features, and industry trends.
  • Maintained strong relationships with key clients by proactively addressing their concerns, and providing ongoing support as needed.

Sr. Field Service Technician

Videojet Technologies Inc
Orlando, FL
09.2011 - 07.2023
  • Install, maintain, and repair Videojet Inkjet/Lasers/Label Applicator and coding technologies at manufacturing plants in Central Florida.
  • Provide customer training on safety protocols and equipment operations, and install VRS for remote internet service for equipment, working with Network Administrators with cloud services.
  • Assist with software active directory and assign roles and rules to employees for accessing data on cloud-based sites.

Assitant Manager

Virnet Auto Repair
East Orange, NJ
06.2008 - 06.2011
  • Oversaw customer transactions by providing accurate receipts, creating detailed work orders, and coordinating with service teams, ensuring timely fulfillment of client requests.
  • Led team of 3 auto mechanics by offering guidance on repairs, ensuring excellent customer service and developing schedules, improving staff productivity.

Biomedical Technician

DaVita Kidney Care (Dialysis Center)
Newark, NJ
06.2002 - 07.2008
  • Serviced and maintained dialysis and other medical devices within facilities according to manufacturer specifications, including water treatment systems. Totaled an average of 20 to 40 units per facility.
  • Maintained compliance with state regulations for all medical devices. Providing logs on equipment, service work-orders, water system maintenance records, testing, scheduling, and disinfection.
  • Attended QA meetings to address medical device issues, updated equipment operations, and review culture results from water tests. Provided authorized personnel with results.

Sr. Field Service Technician

Canon Solutions America
New York, NY
07.1999 - 02.2002
  • Sr. Field Service Tech installation, maintenance, repair, and software upgrades on Canon Laser Printers. Transferred to Chicago, ILL.
  • Completed work orders and ensured customer satisfaction. Organized with team members for daily assignment including assigning each team member an average of 5 service calls daily.
  • Maintained inventory and provided an accurate inventory count.

Education

My computer career - Network security

My computer career
Remote
03.2024

Associate's degree - Computer Networking

DeVry University
Orlando, FL
06.2020

Skills

  • Troubleshooting and technical support
  • Customer service and support
  • System maintenance
  • WAN and LAN management
  • Computer networking
  • Inventory management
  • Service technician expertise
  • Team collaboration
  • DNS and DHCP configuration
  • Active Directory management
  • Information security strategies
  • System administration skills
  • Operating systems knowledge
  • Disaster recovery planning
  • Linux proficiency
  • Help desk operations
  • VMware virtualization
  • Remote access solutions
  • Network administration and monitoring
  • Network security measures
  • Field service operations
  • VPN setup and management
  • Network firewalls expertise
  • Equipment repair skills
  • Microsoft Windows proficiency
  • TCP/IP networking fundamentals
  • Cybersecurity practices

Certification

  • Linux Essentials
  • CompTIA Security+
  • CompTIA Network+
  • Microsoft Certified: Azure fundamentals
  • Microsoft Azure AI 900
  • CompTIA A+

Languages

  • English, Expert
  • Spanish, Fluent

Awards

  • President's Club Award for VideoJet Technologies Inc, 2015, Exceeding sales plan and revenue targets.
  • Bio-Med Technician of the Month, Gambro/DaVita Healthcare
  • CCSS award, Canon Business, Customer Communication Satisfaction Award

Additional Information - Career Note

After work ending with Videojet Tech, I pursue my education in CyberSecurity for a career change. Aug 2023 till Mar 2024

Personal Information

Willing To Relocate: Anywhere

Languages

English
Full Professional
Spanish
Professional

Timeline

Technical Support Level 1 BCDR Support

Kaseya
11.2024 - Current

Sr. Field Service Technician

Videojet Technologies Inc
09.2011 - 07.2023

Assitant Manager

Virnet Auto Repair
06.2008 - 06.2011

Biomedical Technician

DaVita Kidney Care (Dialysis Center)
06.2002 - 07.2008

Sr. Field Service Technician

Canon Solutions America
07.1999 - 02.2002

My computer career - Network security

My computer career

Associate's degree - Computer Networking

DeVry University

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Norvo Leo Cabrera