Roberto Renderos

· Manage a campus queue (two sites) with anywhere between 200 – 1000 break fix tickets consisting of networking and hardware replacements & maintenance

· Keep myself informed of new policies, hosts, workflows and safety updates through training, emails, various chatrooms, meetings and support engineers and intranet wiki

· Work with various teams (rack & install, decom, network scaling, security, logistics etc.) to meet important deadlines vital to service availability for the customer

· Maintained a full year exceeding my ticket resolve goals set by my manager, becoming a top 3 performer within the region, while training new-hires and contractors, partaking on a safety team to address regional concerns, piloted PPE before fully rolling out and took up role as main point of contact for technical questions on the team.

· Prioritize work according to downtime, service availability and project deadlines

· Became the campus queue master with the role of combing through the queue and using various tools to diagnose various items and prepare instructions to accelerate repair time and boost the numbers of my team and setting my team up for success while they solely focused on repairs.

· Lead large scale projects that would come to our campus composed of teams of 5 -10 people that involved replacing hundreds of active optical cables, fiber runs, hard drive replacements and filter cleaning of vital network devices

· Provided updates to the following shift lead through email/meeting in order to pass on pending tickets/projects seamlessly and prevent work gaps on high priority tickets

· Focused on multiple DC environment queues (Hardware replacement, outages, upgrades, escalations etc.) through monitoring tools

· Worked in a bare metal environment where we'd install & decommission enterprise servers and cabling infrastructure (including accurate cable labeling), monitor power availability among PODs, rack and stack all sorts of hosts and networking devices according to customer demand and power consumption levels

· Went above and beyond with customers and would jump on video chat/phone call (not required) to provide timely updates when it was urgent for them

· When no tickets or transactions, worked on in house projects/clean ups such as flushing servers on racks, liquidating older hardware, testing faulty hardware, build incomplete chassis as we'll as studied intranet wikis

· Worked closely with Networking Reliability Engineer to troubleshoot networking equipment (switches, patch panels, routers, fiber optics, transceivers etc.) using multiple tools to diagnose issue

· Earned Manager's and team's trust to become a Lead through high ticket resolution, organization skills running projects/ large scale orders and becoming one of the main points of contact for technical questions

· Used an internal inventory search system to cross reference other stores in the event a product is out of stock

· Lead team re-creating PC/Tablet organization system to be more efficient and manageable for the 2012 holiday season

· Stayed up to date on latest consumer technology and trained through internal training system on hardware specifications and prepared a practical demo

· Attended local training session with Apple Expert to stay up to date with the latest MacOS/iOS versions and features