Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ravel Roman

Hialeah,FL

Summary

Collaborative Systems Engineer offering specialized experience in cloud technology implementation and virtualization initiatives. Review completed service requests and incidents for errors or omissions and identify additional actions required to resolve outstanding issues and promote excellent customer service. Maintains and continually develops accurate product and application knowledge.

Overview

11
11
years of professional experience

Work History

Systems Engineer Jr.

Cardone Training Technologies
Aventura, FL
02.2024 - Current
  • Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
  • Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
  • Documented system configuration, mapping and processes.
  • Integrated database and backup servers into enterprise systems.
  • Analyzed security logs to determine and alleviate network threats.
  • Completed software updates and assessed security patches for optimized computer use.
  • Optimized networked software and operating systems by applying updates and patches.
  • Researched software and systems products to determine purchase recommendations.
  • Supported system users, educating employees on troubleshooting and problem-solving protocols.
  • Assisted employees with resolving network problems at remote locations.
  • Collaborated with executive team to define business requirements and systems goals.
  • Delivered helpdesk service and support to customers.

Help Desk Technician III

Cardone Training Technologies
07.2023 - Current
  • Provide Tier 3 level support to onsite staff and our remote site in Arizona
  • Provided expedited support to our Executive members to ensure they could perform their day-to-day operations efficiently
  • Troubleshoot and maintain our SaaS platforms such as Google Workspace, Zoom, Slack, Okta, Zendesk, Zapier, etc
  • Manage our endpoints through Mosyle (Apple) and ThreatDown (Windows)
  • Designed and implemented automation workflows via Okta to reduce the number of tasks related to provisioning/provisioning.

Senior IT Specialist

Compass
04.2019 - Current
  • Collaborate in a National IT team of 30 to provide support for ~20k people comprised of staff and real estate agents
  • Consistently achieve 100% total customer satisfaction score on Zendesk and boost user compliance to ~97%
  • Install and troubleshoot hardware/software (Apple MacBooks, iPads, PCs, Slack, Better Cloud, Google Workspace, JAMF, etc.)
  • Onboard/offboard users and proactively maintain internal wikis and asset databases
  • Helped facilitate a new zero-touch hardware deployment process in order to increase scalability
  • Supported department leadership in implementing new policies, procedures, and controls
  • Joined the Tier 3 team and became a top contributor, averaging 102-150 solved tickets per month
  • Assisted with knowledge gaps for Tier 3 issues by updating our KB in order to provide the team resources to solve issues more quickly.

Field Technician

Amazon
07.2017 - 04.2019
  • Consult and provide installations pertaining to smart home automation on behalf of our customers
  • Utilized safety practices with no complaints or accidents
  • Involvement in the implementation of smart home automation with Lennar
  • Prepared Lennar model homes with smart home automation and trained/led teams to fulfill these projects
  • Activated homes for Lennar customers who closed a home with the home automation package
  • Traveled to multiple cities and states to support areas we did not have coverage
  • Set up networks for both consumer and commercial
  • Troubleshoot issues for Lennar and its homeowners
  • Frequently training and learning new technologies that are compatible with Alexa.

Technical Specialist

Apple Inc
12.2013 - 07.2017
  • Connect with our customers and creating loyalty to our products by accommodating them with their technical needs
  • Provide personal solutions to our customers in order to solve their technical issues
  • Exemplify sense of urgency and time management skills while multitasking at the genius bar, protecting the customer experience in the process
  • Practicing decision quality in a timely manner in every interaction
  • Being a resource for my team in order to set them up for success
  • Showing a level of patience and empathy when it comes to accommodating our customers with their needs
  • Having strong communication skills in order to operate efficiently, and provide feedback as well as willingly receive feedback to further our development in our roles
  • Certified to accommodate customers with mac reservations at the genius bar
  • Capable of providing consistent expectations to our customers in order to have a smooth genius bar experience
  • Capable of adjusting to the needs of the store in a timely manner
  • Genius
  • Certified for Mac OS and iOS troubleshooting
  • Certified for Mac and Mobile repairs
  • Train new technicians to ensure adequate product knowledge and customer focus
  • Partner with leadership about our progress and development within the Genius Bar team
  • Became the East Coast Lead for the Tier 3 team in 2022
  • Currently the point person with our System Engineers, finding tasks that can be handed down to our team to increase their bandwidth and reduce the cost to serve.

Education

Bachelor of Science - Computer Science

Florida International University
Miami, FL
06.2014

Associate of Science - Computer Science

Hudson County Community College
Jersey City, NJ
05.2012

Skills

  • Quick Learning Adaptability
  • Lead Management
  • Effective Time Management
  • Integrated Technology Skills
  • Effective Multi-Tasking
  • High-Quality Decision-Making
  • Effective Feedback Communication
  • Admin experience in Active Directory, JAMF, Google Workspace, Zendesk, Okta, Windows Server Environment
  • Technical Analysis
  • Infrastructure development
  • Root Cause Analysis
  • Technical Writing
  • Software Deployment
  • Helpdesk Management
  • Virtualization Technologies

Timeline

Systems Engineer Jr.

Cardone Training Technologies
02.2024 - Current

Help Desk Technician III

Cardone Training Technologies
07.2023 - Current

Senior IT Specialist

Compass
04.2019 - Current

Field Technician

Amazon
07.2017 - 04.2019

Technical Specialist

Apple Inc
12.2013 - 07.2017

Bachelor of Science - Computer Science

Florida International University

Associate of Science - Computer Science

Hudson County Community College

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Ravel Roman