Technical Support Manager
Roger Bueno
ALLVET
N Miami,FL
Work Preference
Work Type
Full Time
Location Preference
Remote
Minimum Desired Compensation
$45000/yr
2
Languages
4
Certifications
22
years of professional experience
IT support leader guiding phone, remote, and onsite troubleshooting for 5,000+ users across mixed hardware and software environments, handling 35+ tickets per day. Coordinates escalations, $1M+ in service contracts, and maintenance work while keeping support teams focused on response time and customer experience, reducing wait times for customer callbacks to within 60 minutes. Fits IT Support Manager work that combines technical problem-solving with client communication and service oversight.
Work History
Administrator/ Network Consultant
9 Years 9 Months- Process [number] backup jobs monthly to support QuickBooks recovery and routine data protection.
- Resolve [number] network incidents weekly to keep wired and wireless connectivity stable across the environment.
- Improve wired and wireless performance by implementing gigabit connectivity across onsite and remote environments.
- Administer Active Directory access and shared-folder permissions for day-to-day user support.
- Provide remote troubleshooting for client workstations, resolving software and connectivity issues efficiently.
Senior Remote Desktop Technician/Sales
1 Year 3 Months- Supported a client base exceeding 5,000 users through phone and remote technical support.
- Resolved 20-50 remote support requests daily while troubleshooting desktop, software, and connectivity issues.
- Managed sales and remote upgrades for Microsoft Office 2016 and operating systems to keep client environments current.
- Directed the Remote Maintenance Program, overseeing client computer warranties and ongoing software maintenance.
- Installed hardware and peripheral devices, coordinating setup and testing across client workstations.
Level 2 Remote Desktop Technician
7 Months- Resolved 100 remote support tickets weekly for Apple and Windows users, covering login, software, and connectivity issues.
- Provided phone and remote technical support for Apple and Windows systems, delivering clear troubleshooting guidance to end users.
- Diagnosed and resolved viruses, driver failures, account issues, and operating system corruption on desktops, laptops, and mobile devices.
- Supported network configuration and peripheral connectivity, restoring access for external storage, cameras, printers, and scanners.
Remote HP Technician Contract.-1099
1 Year- Resolved 30-40 technical support tickets daily through phone and chat for HP Smart Friend Services.
- Troubleshot up to seven computers concurrently using remote access to speed resolution across Apple and Windows devices.
- Fulfilled 1-year contract while delivering consistent remote support and help desk coverage.
- Performed Active Directory account resets and unlocks, supporting access recovery and routine user administration.
- Diagnosed hardware and software issues across desktops, laptops, and mobile devices for Apple and Windows users.
IT Consultant/Project Manager Contract -1099
4 Years 8 Months- Managed 2000 workstation migrations monthly while supporting backup and upgrade coordination across the deployment cycle.
- Led the Snow Leopard Upgrade Project for The Walt Disney Company, managing backups and upgrades for over 10,000 workstations.
- Performed encryption and Casper Imaging for Apple desktops and laptops, migrating systems from Mac OS 10.5 to 10.6.
- Coordinated third-party software upgrades across the project to keep deployments aligned with client requirements.
- Managed support teams and maintained effective client relations throughout the rollout.
Service Manager
4 Years 5 Months- Managed Analog Voice recorded calls (connect telecom lines from 66 block to recording analog cards) installed in servers. (PRE DIGITAL AGE)
- Supported locating recorded calls and backing up, for Emergency 911 calls across mixed Windows and Apple environments. Clients included LAPD, SDPD, LAFD, SDFD, & Amtrak.
- I managed Service Department, contracts exceeded $1,000,000+
- Troubleshot hardware, software, restore service and reduce downtime.
- Supported account setup, password resets, and access requests for day-to-day user needs.
- Performed routine maintenance on workstations, printers, and peripheral equipment to keep operations moving.
Education
Associate of Science - Microsoft Certifications
Associate of Arts - Computer Science
High School Diploma
Skills
ALL Apple OS X 10 -26 and Servers
All Microsoft Windows NT-11 and Server
Linux Client and Servers
Microsoft SQL Server
Microsoft 365 Admin
Microsoft Exchange
Software and Patch Management
Help Desk Support & Manager
Customer Relationship Management
VIP and Executive Support
Hardware and Asset Management
Apple & PC Hardware Repair
Backup and Archive Strategies
Disaster Recovery
Backup and Archive Strategies
Cloud Computing AWS & Azure
Microsoft Office
Microsoft Terminal Services
Network Printing and Scanning
Remote Utilities
Software Deployment
Shell Scripting (PowerShell
Python
Bash)
VMWare
Microsoft SharePoint
ServiceNow & Jira
Software & Hardware Troubleshooting
Salesforce
Live chat
Excellent Documentation and Communication skills
Bilingual (Spanish)
Remote viewing tools & troubleshooting
Casper Imaging
Microsoft Active Directory
Systems and Network Administration
Firewall Administration
Networking
Network Security
Network Support
Network Firewalls
LAN
WAN
TCP/IP
DNS
DHCP
VPN
VLANS
VoIP
Telecommunication
Certification
MCSE
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Administrator/ Network Consultant
ALLVET
01.2017 - CurrentRead More
Senior Remote Desktop Technician/Sales
SOUTH FLORIDA TECH GROUP
10.2015 - 01.2017Read More
Level 2 Remote Desktop Technician
PRO-TEKT
03.2015 - 10.2015Read More
Remote HP Technician Contract.-1099
PLUMCHOICE
03.2014 - 03.2015Read More
IT Consultant/Project Manager Contract -1099
CNS
03.2009 - 11.2013Read More
Service Manager
MAGNASYNC
09.2004 - 02.2009Read More
Ednet
Associate of Science from Microsoft Certifications
Read More
Miami - Dade College
Associate of Arts from Computer Science
Read More
Riverside Military Academy
High School Diploma
Read More