Rei Garces
New York,NY
Summary
Friendly Help Desk Technician with 10+ years of quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communication even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Tier 1 IT Support Technician
Johnston Paper/Envoy Solutions/BradyPLUS
02.2024 - Current
- Supported over 800 offices and remote users across the U.S. with technical issues spanning hardware, software, and network infrastructure.
- Managed IoT-related issues, network connectivity verification, and incident reporting/ticketing using tools like ServiceNow and Cisco Meraki.
- Assisted in troubleshooting various devices and systems including desktops, laptops, tablets, network devices, and x-ray machines.
Midwest Project Lead
Luck Grove Telcom/Construction
11.2021 - 02.2024
- Spearheaded the permitting department, responsible for editing and revamping engineering Drawings (AutoCAD) to meet specific permitting standards for fiber optic cable installations
- Managed the permitting process for the state of Ohio, overseeing a team of 10+ employees and setting up a remote team in Florida
- Successfully managed a parallel project for electric vehicle charging station installations in the state of New York, including a separate team of 5
- Coordinated and prioritized tasks across both projects to ensure compliance with unique permitting requirements
- Developed and documented location-specific knowledge base articles and playbooks for each project to ensure uniformity and efficiency in project execution
- Conducted quality checks on team members' work for both projects to maintain high standards and compliance with permitting regulations
- Initiated the creation of new roles within each team to improve workflow and training processes
- Coordinated meetings, led project discussions, and provided managerial support to team members.
Tier 1 IT Support Technician
ADMI Corp/The Aspen Group
05.2018 - 10.2020
- Assist 800+ offices (Aspen Dental, WellNow) across the U.S, 5 Practice Support Centers and dozens of remote users with overall technical issues, ranging from hardware, software and network issues
- Assisted with IoT related issues such as remapping network drives, verifying network connectivity using software like Cisco Meraki or Solarwinds
- Extensively used ServiceNow for incident reporting/ticketing, Sharepoint, Office 365, Citrix, MS DOS/CMD line, and Azure/Active Directory (for account management)
- Assist users with troubleshooting desktops, laptops, tablets, iOS devices, Android devices, network devices (switches, modems, routers, access points), storage devices (NAS), and x-ray machines.
Help Desk
Providence Health & Services
09.2017 - 11.2017
- Assist users over the phone with resetting their passwords for their Providence Health online accounts
- Provide superb customer service and help users with overall questions regarding the online portal
- Answer questions regarding how to navigate the online portal and provide directions on who to call for specific questions I could not answer.
Bilingual Customer Service Representative
American Eagle Outfitters
09.2016 - 10.2017
- Assist users via online chat and email regarding their online orders placed with American Eagle
- Provide tips, and suggestions to customers who chatted in or emailed
- Make sure users understand the processes of placing orders online, and what their options are as far as returns, exchanges, lost shipments, etc
- Administer refunds when necessary, and supply loyal and disgruntled customers with coupons/vouchers as needed.
Part-Time Sales Representative
Zumiez
06.2016 - 09.2016
- Provide support to customers coming in looking for clothes
- Provide suggestions, and push products to customers to increase sales
- Maintain store cleanliness and organization for proper representation of the business and so customers feel comfortable and welcome while shopping
- Check customers out using a basic POS system.
Key-Holder/Shift Lead
PiQ Gifts
02.2015 - 05.2016
- Open/close the store, and administer break schedules every day for other team members
- Open the cash drawer and close them out every night- maintain proper count of funds earned in the day and use Excel to enter data in, and supply it to managers every night
- Assist customers with their purchases, and push products to increase sales
- Maintain store cleanliness and make sure customers feel comfortable and welcome when entering the store
- Ensure customer satisfaction and that everyone leaves the store with a smile on their face
Education
Bachelor of Science - Computer Information Systems (CIS)
Onondaga Community College
Syracuse, NY05.2028
CompTIA ITF -
Online certificate
12.2023
Google Cybersecurity Certificate -
Online Certificate
09.2023
Google IT Support Professional Certificate -
Online certificate
12.2018
Skills
- Project Management
- Permit Processing
- Team Leadership
- Effective communication
- Excellent organization
- Discord Server Administration
- AutoCAD and Engineering Drawings
- Cisco Meraki/SolarWinds
- Azure/Active Directory
- Rapid7
- Amateur Linux/Bash
- ConnectWise
- FreshWorks
- Citrix
- DUO Security
- ServiceNow
- Google Suite
- Quality Assurance and Quality Control
- Knowledge Base Creation
- IT Knowledge
- Amateur SQL and Python Coding
- Network Monitoring Tools
- Intune AC
- Entra AC
- Exchange AC
Personal Information
Title: Team Lead/Technical Support/Customer Service
References
- Elizabeth Snow, Manager at Luck Grove, 615-484-2858, lizmsnow@gmail.com
- Zachary Davis, Co-worker at Luck Grove, 315-720-5103
- Angel Gomez, Co-worker at Luck Grove, 315-395-8312
Certification
CompTIA ITF+
Google Cybersecurity Certificate
Google IT Support Professional Certificate
Timeline
Tier 1 IT Support Technician
Johnston Paper/Envoy Solutions/BradyPLUS
02.2024 - Current
Midwest Project Lead
Luck Grove Telcom/Construction
11.2021 - 02.2024
Tier 1 IT Support Technician
ADMI Corp/The Aspen Group
05.2018 - 10.2020
Help Desk
Providence Health & Services
09.2017 - 11.2017
Bilingual Customer Service Representative
American Eagle Outfitters
09.2016 - 10.2017
Part-Time Sales Representative
Zumiez
06.2016 - 09.2016
Key-Holder/Shift Lead
PiQ Gifts
02.2015 - 05.2016
Bachelor of Science - Computer Information Systems (CIS)
Onondaga Community College
CompTIA ITF -
Online certificate
Google Cybersecurity Certificate -
Online Certificate
Google IT Support Professional Certificate -
Online certificate
CompTIA ITF+
Google Cybersecurity Certificate
Google IT Support Professional Certificate
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