Carlos H. Ochoa

• Install and configure SonicWall VPN for our VDI users, troubleshooting issues arising from connectivity, performance, and 2 factor SSO authentication.
• Perform Remote troubleshooting for Microsoft Office Suite Applications through ManageEngine MDM software
• Successfully resolve issues related to document retrieval, storage, and access within the company's proprietary Document Management System.
• Configured and maintained Network routers for optimal network performance. Troubleshoot and maintain common office equipment such as printers, audio and video conference peripherals and telephones.
• Efficiently and accurately log incoming support requests and inquiries as well as maintained a detailed inventory of all company assets through WebHelpDesk Ticketing System.

Active

• Responded to customer inquiries and provided technical assistance over phone and in person.
• Configured hardware, devices, and software to set up work stations for employees.
• Managed system-wide operating system and software deployments as well as related software upgrade problems.

• Collaborated with cross-functional teams to identify and resolve recurring technical issues, reducing downtime and improving overall system reliability
• Established an effective working relationships with my team members that helped the organization achieve its goals for the customer's experience and satisfaction.
• Provided excellent customer service by guiding users through troubleshooting steps and offering solutions to common mobile phone problems

• Provided timely and effective technical assistance to users experiencing software and hardware issues
• Documented all support interactions in a detailed manner to track issue resolution and maintain accurate records
• Promoted to a Manager role after 5 months of exemplary performance