Andrew Gerardo Vargas Arroyo
Desamparados
Summary
Experienced professional and tech enthusiast with a strong background in delivering technical support and enhancing user experience. Recognized for fostering team collaboration and consistently providing reliable solutions in dynamic environments. Demonstrates exceptional troubleshooting abilities and adaptability, ensuring an effective response to evolving tech challenges.
Overview
13
13
years of professional experience
Work History
Tech Support and AV Link
DXC Technology
10.2019 - Current
- Provide support to the Microsoft employees with their tech needs and focusing in solving them in a time matter
- Support the Office 365 services, password reset, Network troubleshooting, VPN connections, Azure and local domain setups, multifactor authentication, domain setups for the MAC OS, Smart card unblock/Initial setup, initial setup and basic support for SAW machines, Remote desktop connection, Azure virtual desktop
- Be the first point of contact for the onsite tech of the building and the Microsoft employees to triage any conference room issue such as account creation, provisioning, calendar information deployment and datacenter remote support
- Work in the different channels of communication emails, chats, alerts and calls
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Coordinate the technician needed for the onsite support events and their working hour on these events
- Check for any incoming cases for the onsite techs and their assignment
- Collaborate with the onsite tech to have an aged cases to be addressed faster
- Help to coordinate external resources for dispatch locations and help in some scenarios with the full site visit
- Provide support to the Crestron devices as admin for the fusion entries
Technical Support Agent
Movate
07.2017 - 12.2019
- Provided technical support for the different magicJack devices original,2012,2017 and Go
- Such as account creation, router port forward/port trigger, mobile app configuration/setup
- Check account information for any fraud or misused of the services, help with the bill quotation and the payment of the services
- Provided training to the new hires, floor support and team management for the billing, account review and tech support for the level 1 and level 2
- Helped with the configuration of the supported routers and VoIP phones
- Server setup, business account provisioning for the phones, prompt menu configuration, call forwarding, voicemail configuration, automatic call notification for out of business hours and vacations
- Router, voice recording and fax machine network configuration
In Charge of US Customs Entry
Terminales Santa Maria
11.2011 - 01.2014
- In charge of US customs entry with the AMS program for the US flights, load the local cargo in the TICAS program for any outbound/inbound, create the air way bills for the outbound cargo, checked all the incoming cargo, reported any damaged cargo and corrected it when they were found
- Certificate in checking dangerous material for the flights, check their packaging and handling from the ground to the airplane and vice versa
- Managed and motivated 10 staff members to deliver exceptional work.
Education
Advance English Degree -
Intensa
Alajuela, A01.2017
Bachelor's Degree - High School
Instituto Jiménez
Alajuela, A01.2012
Skills
- Detail-Oriented Approach
- Remote Troubleshooting
- Customer Engagement Expertise
- Prioritization and Scheduling
- Ticket Resolution Management
- Analytical Problem-Solving
- Client Support
Timeline
Tech Support and AV Link
DXC Technology
10.2019 - Current
Technical Support Agent
Movate
07.2017 - 12.2019
In Charge of US Customs Entry
Terminales Santa Maria
11.2011 - 01.2014
Advance English Degree -
Intensa
Bachelor's Degree - High School
Instituto Jiménez
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