Rafael Villegas
Overview
6
6
years of professional experience
Work History
Implementation Specialist
Accu-Time Systems
Windsor, CT
06.2024 - Current
- Provided tier 3 support, ensuring high level customer satisfaction and acting as an escalation path for internal teams.
- Successfully managed and led the end-to-end implementation of multiple projects concurrently.
- Developed and maintained comprehensive project documentation.
- Maintained project accountability by following up with assigned action items.
- Designed and implemented custom work flows in collaboration with clients, aligning the system with client requirements.
- Executed comprehensive testing of client's system to mitigate risks and certify workflows were ready for deployment.
- Conducted comprehensive user training sessions for client teams.
- Helped developers leverage infrastructure, applications, and cloud platform features.
- Provided support for demos and presentations for company prospects.
Technical Support Specialist
Accu-Time Systems
Windsor, CT
07.2023 - 06.2024
- Diagnosed and resolved complex tier 1 and 2 customer issues related to hardware and software.
- Conducted thorough User Acceptance Testing to ensure quality feature releases for new hardware and software.
- Evaluated new and existing client security badges to ensure compatibility with time clock badge readers.
- Built and maintained strong client relationships through clear and proactive communication.
Field Quality Analyst
Asurion
Farmington, CT
09.2021 - 07.2023
- Conducted hardware and operational audits on 6 locations.
- Evaluated technicians' performance by observing repairs and messaging.
- Compiled market-level data to find areas of opportunity.
- Ensured corrective action to improve employee compliance with quality and safety procedures.
- Prepared performance reports for technician supervisors with recommendations to address issues.
Floating In-Store Repair Expert & ProTech Support
Asurion
Farmington, CT
09.2020 - 09.2021
- Resolved customer issues by troubleshooting and repairing phones between 2 locations.
- Responsible for the management of inventory.
- Utilized open communication to provide efficient customer service.
- Resolved and developed solutions in hundreds of IT web sessions for customer devices.
- Diagnosed a range of software, hardware, and connectivity issues.
Education
BBA - Computer Information Systems
Texas A&M University
San Antonio08-2020
Skills
- Windows
- Mac OS
- Unix/Linux
- Android
- IOS
LANGUAGES
English (Proficient)
Spanish (Beginner)
Certificates
- CompTIA A+
- CompTIA Network+
- CompTIA Linux + (In Progress)
- Apple iPhone Repair
- Samsung Phone Repair
- Wise Level 1 Technician
Software
- PUTTY (Proficient)
- WinSCP (Proficent)
- Android Debug Bridge (Proficent)
- Microsoft Office (Proficient)
- LibreOffice (Proficient)
- Wire Shark (Intermediate)
- Microsoft Project (Intermediate)
Programming
- JSON (Intermediate)
- BASH (Intermediate)
- Python(Intermediate)
- Java (Intermediate)
- HTML (Intermediate)
- SQL (Beginner)
Timeline
Implementation Specialist
Accu-Time Systems
06.2024 - Current
Technical Support Specialist
Accu-Time Systems
07.2023 - 06.2024
Field Quality Analyst
Asurion
09.2021 - 07.2023
Floating In-Store Repair Expert & ProTech Support
Asurion
09.2020 - 09.2021
BBA - Computer Information Systems
Texas A&M University