Summary
Overview
Work History
Education
Skills
Timeline
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Ronald Torres

South San Francisco,CA

Summary

Competent IT Professional well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.

Overview

24
24
years of professional experience

Work History

Technical Support Analyst

NOSSAMAN, LLP
08.2020 - 04.2023
  • Lead for major projects and initiatives such as company-wide hardware & software upgrades & rollout
  • Major point of escalation for software & hardware issues from Tier 1 support while escalating to Tier 3 as needed
  • Maintained and supported local office hardware including VoIP phones, printers, network closets, video conference equipment and mobile devices
  • Ensured tickets are updated & well documented while maintaining SLA's
  • Supported the onboarding process ensuring new users are added to necessary systems and set up with appropriate hardware
  • Setup conference rooms, using technology services for presentations, network connections, audio/visual
  • Onsite technical resource for engineering teams such as network, telephony, VMWare
  • Participated in weekly on-call rotation being available after-hours, weekends, and holidays when on-call
  • Provided general support to the Information Technology team, as needed, including assisting with firm-wide technology initiatives.
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
  • Resolved complex technical issues for clients, enhancing overall system performance.
  • Monitored systems in operation and quickly troubleshot errors.
  • Offered remote support for cloud-based and web-based clients via phone, email and chat.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
  • Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
  • Decreased response times with efficient ticket management and prioritization of urgent issues.
  • Managed a diverse caseload of technical inquiries while maintaining a focus on quality service delivery and prompt issue resolution.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Authored technical requirement documentation to suit business goals and technological limits.
  • Leveraged diagnostic tools to troubleshoot network connectivity issues, restoring critical services for clients quickly and efficiently.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
  • Designed strategic plan for component development practices to support future projects.
  • Contributed to the development of internal training materials, improving new hire onboarding and ongoing education efforts.
  • Improved customer satisfaction by providing timely and accurate technical support to endusers.
  • Assisted in product testing efforts prior to release, helping identify potential bugs or user experience improvements needed.
  • Enhanced team productivity by sharing knowledge, resources, and best practices with colleagues.
  • Supported continuous improvement initiatives by identifying opportunities for process optimization within the support team environment.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Streamlined support processes by creating comprehensive documentation for common troubleshooting scenarios.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Acted as a liaison between clients and development teams, providing valuable user feedback for future product enhancements.
  • Developed strong relationships with customers through consistent follow-up on open tickets and proactive communication around known issues or outages.
  • Translated complex technical issues into digestible language for non-technical users.
  • Documented support interactions for future reference.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Assisted with updating technical support best practices for use by team.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Created user accounts and assigned permissions.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Tested new software and hardware prior to deployment.
  • Researched and identified solutions to technical problems.
  • Developed and implemented preventive maintenance procedures.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Generated reports to track performance and analyze trends.
  • Configured and tested new software and hardware.
  • Offered assistance in implementing and developing training programs.

Fitness Director

FLEXX Studios Burlingame
10.2017 - 07.2020
  • Configured and managed SaaS online scheduler, identifying and solving backend issues to achieve 50% efficiency
  • Trained staff on proficient use of SaaS online scheduler, Communication and Team Collaboration software
  • Hired, mentored, and developed a strong team of Fitness Instructors, prepared them to teach classes.

Senior Technician/IT Trainer

Weil, Gotshal & Manges LLP
03.2014 - 09.2017
  • Provided support to HQ, US remote sites in addition to EMEA & APAC offices
  • Hardware support including but not limited to MS Windows based machines, printers & mobile devices
  • Software support including but not limited to MS Windows 10, MS Office Suite
  • Managed MS Active Directory, Exchange e-mail accounts, SCCM, Malwarebytes, McAfee, Bitlocker recovery, and data backups
  • Utilized ticketing system, created daily workflow of walk-in, phone or e-mail inquiries
  • Managed Cisco VoIP and equipment related to these systems and applications
  • Handled data center and maintenance upgrades including replacement of routers/switches, PDU cabling, security cameras, load-balancing, and consolidating racking equipment
  • Provided high level meeting and video conferencing support
  • Completed new-hire setups, confirmed new team members of the firm were ready to go on day one
  • Lead for special projects & initiatives such as companywide hardware refresh & upgrades to Win 10, new video conferencing center & major office moves
  • Managed detailed inventory and firm assets, coordinated e-waste recycling with HQ
  • Delivered office training to staff, lateral, Summer and Fall Associates, identifying and resolving problems.

Senior Technician (Lead, Contractor)

Kaiser Permanente ITS
09.2013 - 03.2014
  • Supported robust Microsoft based network running XP, Windows 7 and Lotus Notes
  • Staged equipment, built/imaged, and upgraded 300+ non-physician desktops and laptops
  • Trained and mentored contractors, ensuring they were prepared for future project deployment
  • Led special project, deployed, and supported 300+ brand new HP Notebooks to physicians
  • Directed four contractors, deployed 500+ new laptops and desktops to providers and ITS Support team
  • Handled inventory management for incoming/outgoing assets, scheduled e-waste recycling with vendor.

Wellness Coordinator

Club One at Electronic Arts, Inc.
09.2010 - 06.2013
  • Achieved overall club solutions' Wellness Strategy Goals, increasing employee participation in Wellness and Fitness programs by 25%
  • Coached and developed Fitness and Wellness Specialists, increasing staff efficiency by 30%.

General Manager

Optimal Fitness Lifestyle Center
09.2008 - 12.2009
  • Implemented and managed SaaS online scheduler, substantially reducing club costs by 45%
  • Trained and supervised staff of 10+ on proficient use of SaaS platform, execution of systems, policies, and procedures
  • Created and applied company policies, procedures, and standards
  • Improved and streamlined processes
  • Maintained and supported all networked software and associated operating systems
  • Identified and resolved members' concerns diligently, and improved customer satisfaction from 70% to 80%.

Network Manager

Redwood City School District
09.2007 - 03.2008
  • Provided district-wide network management, administration, and customer support to 300+ Mac and PC end users
  • Performed district-wide infrastructure software and hardware troubleshooting to 300+ end users
  • Supervised and trained four-person staff, improving customer satisfaction by 25%
  • Created, implemented, and monitored a scheduled-preventive infrastructure disaster recovery
  • Maintained district-wide structured cabling system
  • Implemented, maintained, and monitored district-wide desktop imaging plan
  • Organized individual and small group training in the use of network and computer resources
  • Assisted in creation and maintenance of district-wide technology strategies, standards, plans and policies.

Fitness Manager

24 Hour Fitness
09.2005 - 10.2006
  • Improved club from last place to the Top 15 in the Northern California Division, generating revenue sales 25% above quota
  • Ranked 'Top Fitness Professional' with highest sales volume in department within the first two months of hire
  • Recruited, hired, trained, and developed floor instructors and fitness professionals, doubling the staff within 2 months
  • Identified and resolved member/client concerns diligently and respectfully, improving customer satisfaction by 75%.

Staff Engineer

BiTMICRO Networks, Inc.
09.2003 - 03.2005
  • Increased staff and department effectiveness, significantly enhancing customer support efficiency by 15%
  • Implemented bug-tracking system, improving communication with customers from 65% to 75%
  • Led five-member team in redesign of network infrastructure, deployed new email system in US and Asia Pacific office
  • Provided sales technical support; resolving problems related to system implementation, bus protocols, and product configurations
  • Traveled to customers' site and resolved compatibility issues (required firmware and hardware debug)
  • Debugged and repaired returned products
  • Generated product user manuals and technical specifications
  • Assisted in the Design and Verification Testing of new product hardware and firmware release
  • Trained and developed IT staff, transferring all IT-related duties and responsibilities prior to taking role of Customer Support Supervisor
  • Promoted from Systems Administrator to Customer Support Supervisor in 2003.

Systems Administrator/Desktop Support

BiTMICRO Networks, Inc.
08.1999 - 09.2003
  • Provided company-wide technical support to more than 100+ PC/Windows end users (remote & on-site)
  • Installed, configured, and maintained desktops, notebooks, systems hardware, peripherals (hard drive, printer/MFD support), software and associated infrastructure
  • Managed servers, switches, routers, and firewall services to an Enterprise network consisting of Windows and Linux Servers
  • Built, configured, and integrated new and existing servers, providing service enhancements, application deployments and infrastructure upgrades
  • Implemented 'All-In-One' solution appliance, saving the company approximately $300K annually
  • Revamped, managed, secured company's database and network infrastructure, ensuring 24/7/365 uptime
  • Developed, tested and supported Help Desk trouble ticketing system, attaining $60K annual savings
  • Reduced help desk calls by developing end user training and knowledge database
  • Supervised daily performance of staff and interns, mentored teammates on technical materials and procedures
  • Created, managed, and documented IT related policies and procedures within the company
  • Promoted from Technician/Desktop Support to Systems Administrator in 2001.

Education

Bachelor of Science -

California State University, Hayward
Hayward, CA

Cisco Networks Fundamentals -

Los Altos, CA
Los Altos, CA

Cisco Routing Protocols and Concepts -

Los Altos, CA
Los Altos, CA

CompTIA A+ Certification -

COMPTIA ID No. COMP10361642
San Jose, CA

Skills

  • Microsoft OS
  • Mac OS
  • Linux
  • VPN
  • Microsoft O365
  • Video Conferencing Support
  • VOIP
  • Collaboration
  • Networking
  • Mobile Devices
  • Troubleshooting
  • Maintain Ticket SLA

Timeline

Technical Support Analyst

NOSSAMAN, LLP
08.2020 - 04.2023

Fitness Director

FLEXX Studios Burlingame
10.2017 - 07.2020

Senior Technician/IT Trainer

Weil, Gotshal & Manges LLP
03.2014 - 09.2017

Senior Technician (Lead, Contractor)

Kaiser Permanente ITS
09.2013 - 03.2014

Wellness Coordinator

Club One at Electronic Arts, Inc.
09.2010 - 06.2013

General Manager

Optimal Fitness Lifestyle Center
09.2008 - 12.2009

Network Manager

Redwood City School District
09.2007 - 03.2008

Fitness Manager

24 Hour Fitness
09.2005 - 10.2006

Staff Engineer

BiTMICRO Networks, Inc.
09.2003 - 03.2005

Systems Administrator/Desktop Support

BiTMICRO Networks, Inc.
08.1999 - 09.2003

Bachelor of Science -

California State University, Hayward

Cisco Networks Fundamentals -

Los Altos, CA

Cisco Routing Protocols and Concepts -

Los Altos, CA

CompTIA A+ Certification -

COMPTIA ID No. COMP10361642

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Ronald Torres