Aguillardo Rubido III

●Test, charge, and replace battery units on electronic devices (Tablet,Phone,POS card reader)

● Installing operational software on diverse range of new mobile devices, managing quality assurance for a variety of corporate accounts(Ex Southwest Airlines ,Delta,Old Dominion Tracking)

● Load and configure network settings to ensure proper connections

● Clearing and resetting outdated corporate devices, updating them to support innovative functionality including point-of-sale capabilities, privacy software and multi-device management tools

● Resolved technical processing issues for major projects through Oracle database

● Upgraded or downgraded software and firmware on Android, O/S, and IOS devices
using AirWatch, MaaS360, and Samsung Knox device management

• Investigate, analyze and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software
• Assist End user in installing Dental software and setting up hardware xray units./Network connectivity
• Assist in moving and setting up new server database for Imaging software data.
• Managed effort of software and hardware upgrades and deployment of new services and products.
• Document session notes and complaints in appropriate systems(Microsoft Dynamic)
• Provided training and support to end-users, ensuring smooth adoption of new technologies.
• Resolved complex technical issues by performing thorough diagnostics and implementing effective solutions.

• Basic troubleshooting of Office365 App
• Created user accounts and assigned permissions.
• Installed, configured and maintained computer systems and network connections.
• Configured hardware, devices, and software to set up work stations for employees.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Engaged in user support interactions via telephone, chat and email platforms.
• Entered service tickets into incident tracking system (ServiceNow) to facilitate faster problem identification and resolution.
• Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
• Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
• Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
• Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.

• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Configured hardware, devices, and software to set up work stations for employees.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Documented support interactions for future reference.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
• Investigated system issues and implemented resolutions to reduce downtime.
• Improved systems with addition of new features and infrastructure.
• Administered and maintained anti-virus and anti-malware software on end-user computing devices.

• Supervises and manages performance and development of L1 and L2 TSRs
• Answer L2 technical support and escalation calls
• Provide technical support for Laptop, Tablet, Visual Products, Satellite TV
• In-charge of technical survey deep dive
• Act as Training and QA point-of-contact
• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to Toshiba Product (Laptop,Smart TV) technical support needs.
• Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
• Oversaw development and implementation of improvements to support and network operations.
• Translated complex technical issues into digestible language for non-technical users.
• Assisted with updating technical support best practices for use by team.

• Resolves all technical issues that is escalated to Level 2
• Creates and uploads Support bulletins in TAIS website
• Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
• Assessed technical complexity of tickets to escalate to Tier 3 team.
• Developed proactive tools to assist customers and internal support organization.
• Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
• Dispatched field service technicians to correct issues requiring in-person technical assistance.
• Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
• Configured and tested new software and hardware.
• Installed and configured operating systems and applications.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Diagnosed and troubleshot hardware, software and network issues.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.