William Gomez Paz
Davie,FL
Summary
IT Technical Support Engineer bringing 4+ years of experience in Network Administration and with a proven track record of exceeding customer expectations and improving overall satisfaction. My diversified skills include managing and troubleshooting Office 365, Windows servers, Azure, Cisco and SonicWall devices. Highly proficient at resolving complex technical issues, implementing efficient troubleshooting processes, and collaborating with cross-functional teams to enhance product stability.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Support Engineer
Hocs Consulting
2 2022 - Current
- Achieved a resolution rate of more than 95% for customer technical concerns during initial contact, surpassing the company's 90% goal and boosting customer satisfaction by 15%.
- Implemented proactive monitoring systems, reducing system downtime by 15% and improving overall system performance.
- Shared testing and product knowledge with other team members.
- Developed and implemented a standardized troubleshooting process, reducing average resolution time by 20% and improving customer satisfaction by 10%.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
Help Desk Analyst
Catholic Health Services
03.2020 - 02.2022
- Ran 25+ support tickets daily with a 99% success rate and implemented best practices for ticket management which reduced resolution time by 30%.
- Developed and delivered technical training sessions for internal teams, resulting in a 40% increase in their ability to independently troubleshoot and resolve common technical issues.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Generated reports to track performance and analyze trends.
Education
Bachelor of Science - Information Technology
Universidad Del Cauca
Colombia09.2014
Skills
Networking
- DHCP
- TCP/IP
- Cisco - SonicWall
- VLAN
Management Utilities
- ConnectWise
- Barracuda
- Threatlocker
- Hyper-V
Certification
- CompTIA Security+
- CCNA - Cisco Certified Network Associate
Timeline
Help Desk Analyst
Catholic Health Services
03.2020 - 02.2022
Support Engineer
Hocs Consulting
2 2022 - Current
Bachelor of Science - Information Technology
Universidad Del Cauca
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