Roberto Donato Alicea
Summary
Motivated Trainee eager to advance professionally and contribute to business success. Exceptional leadership and planning abilities with deep understanding of IT practices. Teachable and ready to learn from experienced professionals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Student Trainee
U.S. Department Homeland Security
05.2023 - Current
- Salary: $33,000.00 USD Per Year
- Hours per week: 40
- Series: 2299 Information Technology Student Trainee
- Pay Plan: GS - General Schedule (Ch51, 5 U.S.C.)
- Grade: GS-2
- Gained experience and perspective by working in various departments.
- Worked under supervision of management and helped plan and organize daily work tasks.
- Abided by company's policies and procedures.
- Provided technical expertise and recommendations to improve systems and processes, establish cost savings and increase productivity.
- Maintained client and company confidence by keeping records confidential and secure to avoid data breach risks.
- Maintained relationships with technical professionals to gain industry knowledge and obtain referrals.
IT Technician
Space Foundation
11.2022 - 05.2023
- Maintained office PCs, networks and mobile devices.
- Monitored systems in operation and quickly troubleshot errors.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and access points.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Linked computers to network and peripheral equipment.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Executed technology implementation projects with minimal downtimes and business disruptions.
- Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.
- Served as backup for staff members, responding to system failure and maintenance emergencies.
Sergeant
United States Army
03.2016 - 09.2021
- Salary: $4,800.00 USD Per Month
- Hours per week: 80
- Duties, Accomplishments and Related Skills:
- Enforced rules and regulations to maintain order among soldiers.
- Responded to emergency situations and de-escalated hostile confrontations.
- Secured and protected military property, assets, and personnel.
- Trained in infantry tactics, weapons and medical procedures for well-rounded field support.
- Operated range of heavy equipment on regular basis with advanced skill.
- Operated machining equipment safely with team of operators.
- Coached and mentored new recruits for motivated, high-performing teams.
- Assembled, disassembled and maintained various weapons for operational readiness.
- Operated and maintained armored vehicles.
- Implemented tactics, procedures, and techniques for defense systems.
- Coordinated patrol operations to maintain safe urban and rural environments.
- Responded calmly and professionally to chemical, biological and nuclear threats.
- Trained in conflict resolution among subordinates, equals and superiors.
- Coordinated with unit leadership and direct superiors for taskings and managed subordinates to execute.
- Managed weapon handling, delivery and shipping systems.
- Gave individual evaluations based on fitness and combat readiness.
Customer Service Associate
Jeans.com
05.2013 - 06.2014
- Salary: $7.25 USD Per Hour
- Hours per week: 40
- Duties, Accomplishments and Related Skills:
- I was a customer associate/salesperson
- Only 2 employees working the complete store.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Provided training and support to new associates to help provide high-quality customer service.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Increased revenue by cross-selling and upselling products and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Education
Bachelor of Science - Information Technology
Colorado Technical University
Colorado Springs, CO12.2023
Bachelor's degree - Criminal Justice, Investigation
University Interamericana de Puerto Rico
Fajardo, PR2015
High School Diploma -
Petra Mercado Bougart
Humacao, PR05.2011
Skills
- Microsoft Program Proficiency
- Customer Service and Assistance
- Video Conferencing
- Inventory Accuracy
- Project Management
- Organizational skills team leadership
- Information Technology Management
- Purchasing and Procurement
- Attention to Detail
Certification
- Air Assault School
- Dismounted Reconnaissance School
- UAV Small Operator
- Mass Casualty Decontamination
- DRSKO Course
- CBRN NCO
- DoD Hazmat Certified
- Current Secret Clearance.
Timeline
Student Trainee
U.S. Department Homeland Security
05.2023 - Current
IT Technician
Space Foundation
11.2022 - 05.2023
Sergeant
United States Army
03.2016 - 09.2021
Customer Service Associate
Jeans.com
05.2013 - 06.2014
Bachelor of Science - Information Technology
Colorado Technical University
Bachelor's degree - Criminal Justice, Investigation
University Interamericana de Puerto Rico
High School Diploma -
Petra Mercado Bougart
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