Ruben Rojas
Great Neck
Summary
Experienced with system troubleshooting, network configuration, and hardware maintenance. Utilizes comprehensive technical knowledge to swiftly identify and resolve issues, minimizing downtime. Strong understanding of user support and customer service, ensuring optimal system performance and satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
System Support Engineer
TekScape
12.2021 - Current
- Identify, diagnose and resolve first level and second level problems for end-users relating to workstations, laptops and multi remote environments (e.g Horizon)
- Provide white glove service to financial C level executives on all software and hardware requests.
- Use PowerShell and ImmyBot to automate desktop imaging workflows and automate workflows
- Identified and effectively prioritized situations requiring urgent attention prioty level 1/2 production issues.
- Troubleshooting and administrating of: Exchange 2010/13, Office 365 Suite, G-Suite, Active Directory, Group Policy, File Shares, VPN, Citrix and Print Management Issues.
- Experienced with troubleshooting and administrating with Mobile Data Management (MDM) Solutions (Intune, XenMobile and ActiveSync) and Android/iOS/Windows Mobile configuration.
- Experienced with troubleshooting and administrating Two-Factor authentications solutions such as Google DUO, AuthAnvil, RSA and Microsoft Authenticator
- Experience with analyzing headers, MX, SPF, DMARC, DNS records, Malware Removal & Administrating/Troubleshooting Antivirus Endpoint Protection.
- Administer assistance to Tier 3 staff with systemic problem tickets with documentation and investigation.
- Offered technical guidance and advised users of alternative approaches when troubleshooting.
- Provide on site support to multiple clients including top financial firms relating to end-user and infrastructure support.
Technology Manager
Staples
03.2015 - 11.2021
- Manage a team of technical support personal within Staples Technical department
- Worked to support the senior creative staff with day-to-day tasks.
- Provided optimal assistance to the General Manager and handled a variety of tasks.
- Helped to devise a new business model, and steps to support it.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Strengthened performance metrics tracking and analysis to enhance strategic company plans.
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service. Achieving US retail score of 246 top 25% in the company.
Junior Web And Graphic Designer
Staff ICOM
02.2013 - 11.2014
- Planned, developed, tested, deployed, and maintained web applications.
- Worked alongside marketing specialists and graphic designers.
- Fostered a high rate of returning clients due to optimal customer service and outstanding graphic design services.
- Worked to solve complex problems using the latest in Cloud, Mobile, and Web Technologies.
- Provided effective troubleshooting and remediation for web applications.
Technical Service Representative
DISH Network
02.2008 - 04.2009
- Provided excellent customer service and achieved a high rate of client satisfaction and retention.
- Provided technical support regarding all customer technical aspects.
Education
Computer And Information Systems Security -
Turn To Tech
06.2020
Bachelor of Arts -
Ibeoamerican University
06.2013
Skills
- Computer Networking
- Linux Administration
- Microsoft Office
- Windows
- Microsoft Exchange
- Mobile Device Management
- Microsoft Endpoint Manager
- Microsoft Azure
- TCP/IP
- Leadership
- Adaptability
- Communication
- Ability to Work Under Pressure
- System troubleshooting
- Data backup and recovery
- Remote support tools
- Incident management
- Network administration
- Scripting languages
- Virtualization technologies
- Operating systems
- Ticketing systems
- Teamwork and collaboration
- Attention to detail
Certification
- AZ-900
- Network+
- Cybersecurity Bootcamp
Timeline
System Support Engineer
TekScape
12.2021 - Current
Technology Manager
Staples
03.2015 - 11.2021
Junior Web And Graphic Designer
Staff ICOM
02.2013 - 11.2014
Technical Service Representative
DISH Network
02.2008 - 04.2009
Bachelor of Arts -
Ibeoamerican University
Computer And Information Systems Security -
Turn To Tech
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