Andrés Núñez Fernández
San José
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
15
15
years of professional experience
1
1
Certificate
Work History
IT Support Specialist
SSG
04.2018 - Current
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
Assistant Human Resources Support II
Amazon
02.2014 - 03.2018
- Worked with Leave Of Absence and Accommodations Team to resolve attendance problems, improve operations and provide exceptional assistance to associates
- Managed all aspects of leave administration, including employee notifications and vendor management, disability programs and health benefits
- Coordinated complex schedules accommodations and logistics for candidates and executives
- Assistant for Amazon Tier I Parental – Experience working with
- Amazon employees on leave of absences functions with successful processes creating Maternity and Parental Stand Alone Cases
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
- Completed employee employment verifications and unemployment paperwork in timely manner
- Evaluated timecards for accuracy on regular and overtime hours
- Educated and advised employees on group health plans, voluntary benefits and 401(k) retirement plans
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Responded to employee inquiries regarding benefits and other HR topics.
Technical Support Specialist II
Teleperformance
05.2012 - 04.2014
- Support Tier 2 for Microsoft Exchange Servers
- Described technical knowledge solutions on servers outage and mail-flow for Microsoft Exchange servers to customers to assist in problem resolution
- Worked with software development team on reported errors and logs on released enterprise software and assisted in deployment of release fixes
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Provided solutions to operations issues for users of Blackberry Enterprise servers for all versions, working closely via phone, email, live chat and web teleconference with end users
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Patched software and installed new versions to eliminate security problems and protect data
- Helped application platform foundation to support migration from client-server product lines to enterprise architectures and services
- Analyzed component logs and crashed issues to identify troubleshooting methods needed for quick remediation
- Led support team as level-three supervisor providing assistance to average of 3000 users globally in 24/7 support environment
- Helped streamline repair processes and update procedures for support action consistency
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Customer Service and Technical Support
Convergys
02.2009 - 11.2012
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Resolved technical errors by researching issues in system, asking open-ended questions and determining root causes of problems
- Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Education
High School Diploma -
Liceo De Tabarcia
Mora12.2008
Skills
- Technical Support and Assistance
- Incident Management
- Troubleshooting and Diagnosing
- Problem solving
- Management Software
- Windows Servers
- Configuration and Support
- Infrastructure Maintenance
- Customer Service Expertise
- Technical Instruction
- Networking Connectivity
- Attention to detail
- Software and Hardware Implementation
- Helpdesk Call Support
- Root Cause Support
Languages
Spanish
Native language
English
Advanced
C1
Certification
CCNA - Cisco Certified Network Associate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Programming Essentials Python
- NDG Linux Unhatched
Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
IT Support Specialist
SSG
04.2018 - Current
Assistant Human Resources Support II
Amazon
02.2014 - 03.2018
Technical Support Specialist II
Teleperformance
05.2012 - 04.2014
Customer Service and Technical Support
Convergys
02.2009 - 11.2012
High School Diploma -
Liceo De Tabarcia
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