Rafael A Suarez
New York,NY
Summary
I have 15+ years of experience operating as an individual contributor in both Retail & IT environments. I know how to have a lasting impact on our customers, teammates, & organizational leaders. I’ve cultivated/maintained positive work environments and worked in several environments like in-office/remote , fast/slow paced, and with new/old tenured personnel. I seek to continue helping, learning, and developing as an IT Professional where I can be a part of a team. As such— I am looking for exciting growth prospects and am wholly interested in new opportunities. I truly hope to get an opportunity to meet your team, get to know more about your organization, any available role and hopefully become an integral part of your organizational family
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Support Engineer
FLEXPORT
01.2020 - 01.2024
- Provide Tier 1 and 2 level technical support for corporate Macs and Windows users
- Use tools such as Okta, Microsoft Intune, Management to create/edit user accounts
- Resolve help desk tickets effectively using Jira system/Projects and Services
- Troubleshoot issues and resolve hardware and software/updates while maintaining AV hardware in video conference rooms
- Collaborate with team members to implement new IT documentation updates, procedures and solutions
- Conduct training and setup sessions for end-users to enhance their technical skills and usage of company systems policy and procedures
- Lead and assist with onboarding and off-boarding processes, including provisioning/setup accounts and company Hardware and workstations
- Maintain an up-to-date IT asset inventory to assist with security compliance and procurement
- Collaborate with other IT teams to provide solutions to complex technical issues
- Participate in ongoing IT projects and initiatives assigned by the IT Director/Sr
- Manager.
Genius, IT
APPLE INC
01.2015 - 01.2019
- Provided level 1-2 support for all Apple products, software, and cloud services
- Set up and coordinated offsite facility repairs or replacements for customers in need of hardware repairs/replacements
- Worked directly with customers, vendors, and Apple engineers to troubleshoot, document, and resolve emerging issues
- Troubleshooting, diagnosed, and repaired Apple products, addressing software, hardware, or environmental issues
- Utilized Apple’s ticketing system, similar to Zendesk or Jira, to create, audit, and maintain all repair types
- Managed accounts via Apple’s Account Manager (like Active Directory) to provision/revoke access and reset passwords
- Facilitated data migration for computers, mobile phones, and tablet devices using cloud and external backup methods
- Assisted users in accessing iCloud.com (SSO platform) to access their apps/personal media/backups (similar to Okta SSO)
- Created and maintained How-To/Troubleshooting documentation in the knowledge base (similar to Jira Confluence)
- Troubleshoot Apple routers/3rd party network issues, Wi-Fi printers, and Windows computers with iTunes/iCloud issues
- Ensured all in-store network printers and Apple demo products were on the network
- Managed and provisioned 100+ demo assets (Macs, iPhones, iPads) every quarter via Jamf/SelfService
- Used Rio (Apple’s Asset Management Software like Oomnitza) to audit and maintain in-store device inventory accuracy
- Ensured all demo products were fully functional and documented technical issues that required replacements for inventory accuracy
- Performed daily software update checks on all devices to ensure security and privacy standards were upheld
- In-store Genius Trainer responsible for training and mentoring all new iOS/Mac Technicians/Geniuses who passed certification
- Trained 5+ new hires at a time, teaching software, hardware, and network theory to all newly onboarded technicians
- Taught and oversaw all software/hardware troubleshooting and software/hardware repairs performed by the new technicians.
Specialist
APPLE INC
01.2011 - 01.2015
- Used the Apple step of service to present the best solution for customer's needs by demoing apple products and services
- Created 1,250 new apple owners in a quarter while maintaining 100% net promoter score and contributing top sales performance
- Educated customer in a one to one or one to many class sessions, where the following was taught: Intro to Mac, Photography with iPhone and iOS basic troubleshooting
- Troubleshooting and repairing Apple devices such as iPhones, iPad and Macs
- Train new onboarding team members
- Facilitating data migration for computer and mobile devices
- Ensuring procedural and systematic accuracy to lower the risk of failure
- Mentoring and providing updated material to employees for emerging issues
- Providing technicians with tools and equipment to succeed in their role
- Escalating, documenting and ticketing customer issues to establish a resolution.
Work-study IT Associate, IT Dept.
MONROE COLLEGE
08.2008 - 06.2011
- Provided tier-1 IT support for Windows/Mac computers for college staff/student technology in the library/IT department
- Created and provisioned accounts for new hires in Active Directory with the guidance of an on-site level 2 technician
- Guided school staff/students during onboarding orientation, assisting them in logging into their laptops and various platforms
- Performed hardware/software installations/upgrades on Windows/Mac systems for their HDD, SSD, and RAM to higher capacities
- Performed software updates/OS upgrades on Windows/Mac systems to ensure compatibility with software used internally
- Added laptops to the school domain and set up staff user profiles on laptops with the guidance of an on-site level 2 technician
- Troubleshoot issues with level 2 technician guidance depending on the reported issues and applied hardware/software solutions
- Installed antivirus/firewall services to ensure security compliance and performed virus repairs on systems if found.
Specialist, Technical Support
DATAVISION
01.2008 - 01.2011
- Provided in-store equipment/POS IT service support based on issues
- Troubleshooting and diagnosing PCs/Macs depending on the reported issue and applied hardware/software solutions accordingly
- Performed hardware RAM/HDD upgrades and/or repairs on Windows/Mac-based systems
- Coordinated a team to help replenish the showroom floor with the latest products
- Installed new software and performed software upgrades on Windows systems
- Performed various network tasks such as resetting routers, adding SSIDs/passwords to store PCs, printers, and Wi-Fi audio systems
- Placed organizational devices on the company domain and set up POS profiles on machines with level 3 technician guidance
- Ensured AVG Business (cloud-native endpoint protection for Windows) was installed on PCs/Macs for security
- Trained new employees in Windows software/hardware products, printers, external HDDs, and networking devices
- Responsible for company visuals by performing cable management of company equipment, amplifiers, speakers, etc
- Responsible for installing and maintaining store security camera.
Education
B.S. Bachelors of Science: Criminal Justice & Minor of Computer Science -
Monroe College
Bronx, NY01.2011
Skills
- Windows 7
- Windows 10
- MacOS
- IOS
- Android
- Chrome OS
Certification
- Apple, Pearson Vue — Apple Certified Mac Technician (ACMT) & Apple Certified iOS Technician (ACiT)
- Apple, Pearson Vue — Apple Certified Help Desk Specialist (ACHDS)
- Apple, Pearson Vue — CompTia A+
- Google — Google Technical Support Fundamentals Certification
- Google — G-Suite (Calendar, Gmail & Google Drive) Certification
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
IT Support Engineer
FLEXPORT
01.2020 - 01.2024
Genius, IT
APPLE INC
01.2015 - 01.2019
Specialist
APPLE INC
01.2011 - 01.2015
Work-study IT Associate, IT Dept.
MONROE COLLEGE
08.2008 - 06.2011
Specialist, Technical Support
DATAVISION
01.2008 - 01.2011
B.S. Bachelors of Science: Criminal Justice & Minor of Computer Science -
Monroe College
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