Dennis Alvarado Torres
Alajuela
Summary
Technical Support Specialist with 15+ years of experience in multinational companies in leading-edge technology and knowledge of administrative informatics. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sr. Technical Customer Support Analyst - OCR/SDR
Pairsoft
06.2023 - Current
- Responsible of the OCR/SDR engine advance troubleshooting in the Document Management and AP Integrated Management Solution for Enterprise Customers
Sr. Global HelpDesk Specialist - BreakFix
MCKINSEY & COMPANY
03.2017 - 02.2023
- Provide world-class service to Firm members at all levels when due to any circumstance their workstation needed to receive any break-fix procedure.
Staffing Coordinator
IBM
04.2016 - 03.2017
- In charge of staffing contractors required to perform technical services for IBM customers.
Software Support Specialist
HEWLETT PACKARD ENTERPRISE
01.2014 - 01.2016
- Responsible of helping customers utilizing our cloud-based backup and restore application and its different configurations, environments, and requirements.
Printing Technical Support and SME
HEWLETT PACKARD - HP
04.2008 - 12.2013
- In charge of helping customers and technicians, locally and abroad with their printing issues, maintain the team with updated knowledge in software as well as hardware
Education
Informática Administrativa - Not Completed
Universidad Estatal A Distancia - UNED
San José, Costa Rica01.2005
High School Diploma -
Liceo Académico Bocas De Nosara
Guanacaste12.2002
Skills
- Application support
- Support ticketing systems
- Incident Management
- Remote Support
- Internal technical communications
- Hardware support
- Support Services
- Training and coaching
- Desktop support
- Software Knowledge
- User Support
- Helpdesk operations
Languages
Spanish
English
Technical Abilities
- Lean Six Sigma Yellow Belt
- Advanced knowledge in MS O365 package
- Imaging and backup solutions
- Troubleshooting on Windows operating system
- AD basic Admin Console knowledge
- MS SharePoint
- VeriSM knowledge
- BCP (Box Certified professional)
- VSphere basics
- Windows Server basics
- Box Admin Console
- Duo Security Admin Console
- Poseidon / BitLocker admin console
- Agile Explorer Certification - Validate
- Explore Emerging Tech Certification - Validate
- Information Technology Fundamentals Certification - Validate
- Cybersecurity Fundamentals Certification - Validate
Id
5-0351-0058
Certification
- Licensed [Job Title] - [Timeframe]
Timeline
Sr. Technical Customer Support Analyst - OCR/SDR
Pairsoft
06.2023 - Current
Sr. Global HelpDesk Specialist - BreakFix
MCKINSEY & COMPANY
03.2017 - 02.2023
Staffing Coordinator
IBM
04.2016 - 03.2017
Software Support Specialist
HEWLETT PACKARD ENTERPRISE
01.2014 - 01.2016
Printing Technical Support and SME
HEWLETT PACKARD - HP
04.2008 - 12.2013
Informática Administrativa - Not Completed
Universidad Estatal A Distancia - UNED
High School Diploma -
Liceo Académico Bocas De Nosara